At Key of Hearts, we aim to process and deliver your orders as quickly and safely as possible.

Order Processing
Orders are processed after successful order confirmation. Processing and delivery times may vary depending on your location, order volume, weekends, public holidays and courier availability.

Delivery
Once your order has been dispatched, delivery is handled by our shipping/courier partners. Delivery time may vary depending on the destination and courier service.

Please make sure that your shipping address, phone number and other contact details are correct before placing your order.

Order Tracking
If tracking information is available for your order, it may be shared with you through the contact details provided at checkout.

Delayed Orders
Although we make every effort to deliver orders within the expected timeframe, delays can sometimes occur due to courier issues, weather, public holidays, incorrect addresses or other circumstances beyond our control.

If your order appears to be delayed, please contact our support team with your order number.

Returns & Exchanges

Due to the nature of personal-care and hair-care products, we recommend checking your order carefully when it arrives.

If you receive a damaged, defective, incorrect or incomplete product, please contact us as soon as possible after delivery and provide:

• Your order number
• A description of the issue
• Clear photos/videos of the product and packaging, where applicable

After reviewing the request, we may offer a replacement, refund or another appropriate solution in accordance with our return policy.

Products that have been opened, used or damaged after delivery may not be eligible for return unless the issue is related to a manufacturing defect or an incorrect/damaged shipment.

Important: Please do not return an item without contacting us first and receiving return instructions.