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FAQ

HEARTPUFF is a small independent art and jewelry business based in South Korea.

Take a peek inside Heartpuff Diary to read more about us!

⭐⭐ ⭐ ⭐ FAQ ⭐ ⭐ ⭐ ⭐ 

💗 What is Heartpuff Jewelry and how is it made?

Heartpuff Jewelry is Korean fashion jewelry designed and handmade by artists Silver and Pikiru. We hand-pick various jewelry-making materials from Seoul to assemble and create our Heartpuff designed jewelry. Our designs are inspired by magical girl anime, video games, and daily Korean fashion.

💗 Is Heartpuff jewelry safe to wear? Will it tarnish?

All of our jewelry is hypoallergenic and nickel-free fashion jewelry. While our pieces are usually very safe to wear, if you are allergic to mixed metals or have sensitive skin and decide to wear our jewelry, please keep in mind that we do not offer refunds or take responsibility for any personal inconveniences.

Perfume, lotions, and liquids will damage and tarnish the jewelry! To avoid tarnishing, please avoid contact with liquids and store Heartpuff jewelry in a dry sealed space (zip-lock bags), away from the sun.

TIP: Always remember to take Heartpuff jewelry off at the end of the day, and do not wear them while washing/sleeping to prevent damage to the jewelry! 

⭐ SHIPPING OPTIONS AND INFO ⭐

💗 1. EMS SHIPPING ($30): Fastest shipping option!

Fast delivery. EMS shipping will have your package arrive quickly in less than a week after we ship out your order. Please keep an eye on your package's tracking! If no one is home when delivery is attempted, your package will then be held at your nearest post office and it will be your responsibility to call them to retrieve it or schedule a re-delivery. (If the package is held at the post office for too long, they will send it back to us!)


💗 2. NORMAL SHIPPING ($6): Normal shipping option!

Delivery with normal ($6) shipping can take anywhere from a few weeks to a maximum of 1+ months. Please keep an eye on your package's tracking! If no one is home when delivery is attempted, your package will then be held at your nearest post office and it will be your responsibility to call them to retrieve it or schedule a re-delivery. (If the package is held at the post office for too long, they will send it back to us!)

⭐ Please keep an eye on your package's tracking! If you did not receive your order after a month (a week for EMS shipping) your package is most likely being held at your local post office due to being unclaimed at your address. It will be your responsibility to call/contact them locally and retrieve it.

We occasionally get packages sent back to us if the delivery is unsuccessful and not claimed on time. If your package is unclaimed at your address, and then SENT BACK to us, you will have two options:

1. Refund of the order (shipping fee not refundable).
2. We will re-package and re-send the package, with you covering the shipping fee.

 

⭐My tracking isn't updating/hasn't been updated for a while!
The tracking only updates on major checkpoints, such as when it arrives to your nearest customs office, and then when it arrives to your city/town. After that there will be an attempted delivery so please look out for that. If no one is home when delivery is attempted, your package will then be held at your nearest post office and it will be your responsibility to call them and retrieve it or schedule a re-delivery.

 

💗 Refunds and Returns?
All sales are final after we ship out your package. There will be no delivery interceptions, cancellations, or refunds/returns. (otherwise stated above) Please take this into consideration before ordering from us.


⭐ When will my order ship?
Please allow 1~14 business days for us to process your order. We usually send out early orders within 7 business days, but occasionally we need a bit more time when we receive many orders at once, which is why we request an additional 7 days just in case. We always do our best to not make anyone wait too long though. Thank you very much for your kind patience and understanding.♡


💗 I want to add/remove something in my already placed order! (not yet shipped)
If your package has not yet been shipped and you wish to change something in your order, please email us ASAP at heartpuff@outlook.com with the following information: 1. Order number, and 2. Details of the changes. After we ship out your package, there can be no delivery interceptions or cancellations/refunds.

💗 How will my order be packaged? I don't want any damaged items!
Your items will be securely protected under custom fitted bubble wrap in a sturdy shipping box.

💗 I don't have my ears pierced! / Is there a clip-on earring option available?
Yes, we offer clip-on earring options for most of our earrings! Please choose the correct clip-on option when adding earrings to your cart. When choosing this option, your earrings will not come with a hook or piercing, but instead be replaced with clip-ons. However, some of our earring designs do not support clip-ons, so please make sure to read the description of the earrings before ordering.

⭐Due to differences in monitor and image brightness for display, the actual product color may differ slightly from the photos shown on the site. Please understand this before purchasing from us.

⭐ If you have any more questions regarding your order, please do not hesitate to email us at help@heartpuff.com ! We will be happy to help and get back to you ASAP. Thank you very much for your support! ♡ ♡ ♡


💖 CONTACT 💖

♡ EMAIL: help@heartpuff.com
♡ Twitter: twitter.com/heart_puff
♡ Instagram: instagram.com/heart_puff