FAQ
How long does it take for my order to ship out?
Please allow 5-7 business days for your order to be processed and shipped from our warehouse. Pre-orders may take up to 2 months of wait time. Rest assured, we're hustling to get your order to you ASAP. HEARTZ® is not responsible for any delays caused by your carriers.
Where is my order?
You will receive an order confirmation email once we have received your order. Once your order is dispatched you will receive another email with the tracking number.
If your package is missing, stolen, or damaged, please contact your local carrier. HEARTZ® is not responsible for these matters.
What are the shipping costs and delivery times?
Find shipping costs and estimated delivery times in our SHIPPING POLICY page.
Do I have to pay customs on my order?
For some countries in EU, additional import fees may need to be paid to release your order. Our shipping operates on a DDU (Duties Delivered Unpaid) basis, meaning we can’t be responsible for any import charges charged by your country’s import laws. These are the responsibilities of the customers to pay.
How do I initiate a return or exchange?
We offer a 14-day return window from receipt. Items must be unworn with all tags attached, in its original packaging. Find more information on our REFUND POLICY page.
What if there's an issue with my order?
If your order arrives damaged, defective, or incorrect, hit us up within five days with photos and your order number at heartz@heartzstudios.com for quick assistance.
Can I change or cancel an order?
We can make changes to your order if your order hasn’t been dispatched, but once it has been dispatched, we are unable to make any further changes.
Does HEARTZ® offer free delivery?
Yep, we got your back! Free delivery on all orders within Australia. Plus, for a limited time, we offer free international shipping on orders over $350 AUD.
Will sold-out pieces be restocked?
When the streets demand it, we deliver! While not everything gets restocked, we listen to you guys. Sign up for restock notifications on the product page to be the first to be notified when your favourite pieces are back in stock.
How do I keep my gear fresh?
Checkout the care instructions on each product page under the 'CARE' tab.
What's the response time for customer support?
We value each and every one of our customers and we work diligently to get back to every single one of your emails as soon as possible. We aim to respond to emails within 1-2 business days. This may take longer during busy periods, but our customer support team will always reply to your emails as soon as we can! You can also dm us on Instagram or Facebook for a quick chat.
How do I use promo codes?
If you have a promo code, simply enter the code at checkout.
What payment methods do you accept?
We accept most major credit or debit cards, including AMEX, APPLE PAY, MASTERCARD, PAYPAL, SHOP PAY, VISA, and AFTERPAY.
If your question has not been answered, please feel free to contact us at heartz@heartzstudios.com and we will be more than happy to answer any enquiries you have! We aim to respond within 1-2 business days. This may take longer during busy periods but we are always here to help you out! Thanks for your support and choosing HEARTZ®.