Shipping policy

We want your order to arrive as quickly and safely as possible. This page explains how long your order will take to arrive, how to track it, and what to do if anything goes wrong.

Free Shipping — Worldwide

All orders from Heartwell Frames ship with free shipping to every country we serve. There are no hidden fees at checkout and no shipping costs added to your order.

Order Processing

After you place your order, it is forwarded to our fulfilment team for processing and a quality check before dispatch. Each frame is inspected for finish and glazing quality and carefully packed to protect it in transit.

Our standard processing time is 1–3 business days.

As soon as your order is shipped, you will receive a tracking number by email.

Shipping Times

Our estimated delivery time is:

9–15 business days from the date your order is placed.

This estimated timeframe includes our 1–3 business day processing period, meaning you do not need to add additional processing time on top of the 9–15 business days.

This estimate applies to orders shipped to the United States, Canada, Australia, New Zealand, United Kingdom, European Union, and other countries we currently serve.

Please note that delivery times are estimates provided by our shipping partners and can occasionally be affected by factors outside our control, including customs clearance, weather delays, local courier delays, or increased carrier volume during peak periods such as Black Friday or Christmas.

Tracking Your Order

Once your order ships, you will receive an email with a tracking number. Please allow up to 48 hours for the tracking information to update after you receive the email.

If you do not receive your tracking details within 2 business days of your shipping confirmation, please contact us at shop@heartwellframes.com with your name and order number and we will resolve the issue.

Order Changes and Cancellations

If you need to change or cancel your order, please contact us at shop@heartwellframes.com as soon as possible.

Changes and cancellations are easiest within 24 hours of purchase, before your order enters processing. Once your order has been packed or handed to the courier, changes may no longer be possible — in which case our 30-Day Satisfaction Guarantee still applies once the order arrives.

Incorrect Shipping Address

Please double-check your shipping address at checkout. We are not responsible for orders shipped to an address provided incorrectly by the customer.

If you notice an error in your shipping address after placing your order, contact us immediately at shop@heartwellframes.com. If your order has not yet shipped, we will update the address at no cost.

If your order has already been dispatched, address changes may not be possible, and re-shipping costs, if the parcel is returned to us, will be the customer's responsibility.

Customs, Import Duties, and Taxes

For international orders, import duties, taxes, and customs fees may apply depending on your destination country. These charges are not included in your order total and are the responsibility of the customer as the importer of record.

We have no control over customs charges and cannot predict what they will be in your specific case. If you are concerned, we recommend contacting your local customs office before placing your order to understand what duties or taxes may apply.

Refusal to pay customs charges may result in your parcel being returned or destroyed by the courier. In these cases, the order is non-refundable.

Damaged in Transit

Our frames are carefully packed, but breakage can occasionally happen in transit.

Please inspect your frame as soon as it arrives, and keep all packaging until you're sure the item is undamaged. If your frame arrives cracked, chipped, or with damaged glazing, contact us at shop@heartwellframes.com within 7 days with your order number and clear photos of the frame and the packaging it arrived in.

If we confirm the item was damaged in transit, we will arrange a replacement or refund at no cost to you.

Missing Items

If items are missing from your parcel, please contact us at shop@heartwellframes.com with your order number and photos of the packaging and its contents.

In some cases, orders containing multiple items may be split into separate deliveries and arrive on different days. Please allow a few extra business days before reporting missing items in case another parcel is still in transit.

If we determine an error occurred in fulfilling your order, we will promptly ship the correct items to you at no additional cost.

Undelivered or Lost Packages

If your tracking indicates your order has been delivered but you have not received it:

Check with your household members and neighbours — couriers occasionally leave parcels at alternate addresses.
Contact the shipping carrier with your tracking number.
Contact us at shop@heartwellframes.com within 7 days of the marked delivery date.

Reports received more than 7 days after the marked delivery date may not be eligible for investigation due to courier claim windows.