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Delivery & Returns Policy

Our goal at Heart & Soul is to offer you best customer service, we aim to provide the utmost level of responsiveness to you at all times.

Heart & Soul aim to dispatch your order within 3-5 working days. The majority of our products are made to order so please bear this in mind when placing your order, all products are quality checked to ensure you can experience the full benefit of your home fragrance. The products will then be packed by hand to ensure you receive a beautiful package. Please contact me if you require your order to be dispatched quicker, i will try my hardest to make this happen.

We will ship your order by Royal Mail or Hermes

UK tracked delivery (2-4 days) is £4.50

FREE delivery for orders over £60

*A tracking number will be provided so you will know when to expect delivery.


Free collection is available If you wish to collect your order from me in person.


I do not currently ship to any European or International destination


Non-Faulty Products

If for any reason you are not satisfied with your purchase or change your mind, you can request a return or exchange within 14  days of purchase. The item must be in the original condition , with no marks or damage & the packaging must be unopened. The item must be returned in a re-saleable condition.


Faulty Products

Whilst i take care to ensure your item arrives to you as safely as possible, unfortunately breakage can occur in transit. If this has  sadly happened, please include the following information in your email to me

Reason for return

Photos of the damaged item/packaging

Order number


I will contact you within 48 hours to provide instructions.

You must pay the return postal cost. We recommend using a "signed for" service to guarantee proof of delivery back into our warehouse. We will not refund any items lost in the post or not delivered to us.

Make sure your items are securely wrapped, it is your responsibility to ensure returned items are resalable.


Allow up to one week upon return of goods for funds to be credited to your original method of payment (minus any original shipping costs) or an exchange made.

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I'm always looking for new and exciting opportunities, particularly if you are a business & would like me to design you a white label collection.  Let's connect.

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