Shipping Policy

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Processing Time

All Hearts & Paws keepsakes are handmade to order.

• Processing time is 3–5 business days, depending on the product and design.

• Resin items are created in layers and require proper curing time to ensure quality and durability.

 

Shipping Time

• Orders are shipped via a trusted courier service.

• Delivery within South Africa typically takes 2–5 business days after dispatch.

• Delivery times may vary depending on your location and courier delays beyond our control.

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Shipping Fees

• Shipping costs are calculated at checkout.

• Hearts & Paws is not responsible for delays caused by couriers, weather conditions, or incorrect delivery details supplied by the customer.

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Order Tracking

A tracking number will be provided once your order has been dispatched.

 

Returns & Refunds Policy

Due to the personalised and memorial nature of our products, we unfortunately cannot accept returns or offer refunds on:

• Custom or personalised items

• Memorial keepsakes containing ashes, hair, or other personal inclusions

 

Each piece is made uniquely for you and cannot be resold.

 

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with:

• Your order number

• Clear photos of the item and packaging

We will assess the issue and, where applicable, offer a repair, replacement, or refund at our discretion.

 

Cancellations

• Orders may only be cancelled before production has started.

• Once work has begun, cancellations are not possible.