METHODS OF PAYMENT
We accept Visa and Mastercard for internet orders. If you would like to pre-pay by personal check you may do so by including your entire order written out in detail with your contact information and mail to us at:
Heart Paper Soul
121 Allerton Street
Santa Cruz, California 95065
Orders pre-paid by personal check will be held for 10 days until your check clears.
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INTERNATIONAL ORDERS
At this time we gladly accept orders all across the world. Please inquire on shipping charges to your country. We ship via UPS and bill shipping charges to your credit card. Please note that will all international orders there is an additional duties, taxes and customs fee which are billed by your country directly. These charges will not appear on our invoice but are your responsibility. The amount varies depending on your countries policies. These charges are due at the time UPS delivers your package - Please be sure to track your package to know what exact date your package will be arriving .
ORDER PROCESSING
Once your order has been placed online,
non-personalized items will ship out within 2 business days (if in
stock) - Out of stock items may take 1-2 weeks depending on the
situation. Personalized items may take up to 12 weeks. It is strongly
suggested, especially during peak wedding season which is April -
September to order well in advance to avoid disappointment.
All orders must be approved within 2 weeks of your event. This includes
final lists of guests, program confirmations etc. . . . All items must
be received alphabetized and sorted. Heart Paper Soul will send you
instructions on how to send over your items. All orders take Heart Paper
Soul at least 3 working days to complete - Rush fees may apply. Ample
time must be allowed for all orders in order for them to ship in a
timely manner. We encourage boxes to be received one week prior to your
event. This allows time for any re-routing of packages due to shipping
company delays and/if items have been damaged in transit. If your
package is delayed in any way and we have done everything as instructed,
we are not responsible for any type of refunds or credits on shipping
and/or product cost - NO EXCEPTIONS
DESTINATION WEDDINGS
Heart Paper Soul specializes in destination weddings. If you wish for us to send your items directly to your location we would be more than happy to do so. What we do with destination weddings is send you an entire set of all items ordered - Once you have approved we will then proceed with your order and ship directly to your resort or home of choice. Your mind will be put at ease since you have already seen the products - all items will be waiting for you once you get there. Shipping fees vary depending on items purchased as well as destination.
ORDER CONFIRMATIONS, RETURNS, CANCELLATIONS
Of course we want you to be 100% happy with all of our products. If for any reason you are dissatisfied, please report your claim within 3 days. We will not accept any type of exchange and/or return after 3 days. We strongly urge you to open your package immediately once you receive it to make sure nothing has been damaged in transit or that there are any omissions.
WE WILL NOT ACCEPT ANY RETURNS ON CUSTOM ITEMS - THIS INCLUDES ITEMS THAT WERE SPECIAL ORDERED, HAVE PRE-CUT RIBBON, PERSONALIZATION ETC. . . . ANY SHORTAGES AND/OR DEFECTIVE ITEMS MUST BE REPORTED WITHIN 3 DAYS ONCE YOU HAVE RECEIVED YOUR ITEM. A FORMAL RMA WILL BE GIVEN TO YOU THE NEXT DAY. IF YOUR FINAL EXCHANGE PROCESS EXCEEDS MORE THAN 3 DAYS YOU WILL NOT RECEIVE ANY TYPE OF REFUND OR CREDIT. THIS MEANS IF WE DO NOT HEAR FROM YOU WITHIN 2 ADDITIONAL DAYS, YOUR EXCHANGE WILL BE VOIDED. ANY BOXES SENT TO US WITHOUT A FORMAL RMA NUMBER WILL BE REFUSED AND SENT BACK TO YOU.
Items that we could have prevented such as type-o-graphical errors, incorrect ribbon color and/or type of papers etc... will be refunded 100% (within 3 business days) - this is only valid if you have signed off on your proof confirmation and we missed something you noted. If there is an error noticed after you have signed off on your proof (and did not notice it at that time) regardless of who's error it is, Heart Paper Soul will not be responsible nor issue any type of credit. If you wish for the order to be re-created, it will be done so at full price.
Items beyond our control such as slight color in paper, texture, ribbon dyes and/or sizes of natural shells will not receive any type of refund. Items that are non-customized can only be returned if approved. A 25% re-stocking fee will apply to all returns, no exceptions. Our silk rose petals are not refundable - If you received a color that will not work at your event, we will be more than happy to do an exchange.
NO CANCELLATIONS ACCEPTED ONCE WE HAVE ORDERED IN
ITEMS FOR YOUR EVENT. NO CANCELLATIONS 2 WEEKS PRIOR TO YOUR EVENT.
All authorized returns MUST BE in Heart Paper Soul's possession BEFORE
your event date. Absolutely no returns (even if authorized beforehand)
will be accepted after your event date- NO EXCEPTIONS. You must be sure
this is all handled before your event date.
There is a 25% re-stocking fee on ALL returned items - we do not credit shipping charges.
SHIPPING
Most non-customized items, if in stock, ship out within 2 business days. If your particular items is out of stock, it may take up 2 weeks to ship from our facility. We ship most items via UPS Ground Service and occasionally US Postal Service or Priority Mail Service. If you need your order sooner, please notify us immediately via email or by telephone at 831-426-6282.
When ordering on our website you will be given an estimated amount for shipping. If your actual shipping charges go over your estimated amount, you will be billed for actual shipping charges. This is especially true for our bath salt jars, honey jars and woven fans which are rather heavy. All shipments over $50.00 will have a $2.50 handling fee added.
If we ship to the address you have given us as your shipping address and it is incorrect, you will later be charged a $15.00 fee. UPS charges us a fee for address corrections. It is your responsibility to make sure you give us the correct information.
If we ship to your location and no one is there to retrieve the package and UPS decided to not deliver, it is not our responsibility. This is especially true for overnight packages. If there is a delay in shipping beyond our control such as address correction, weather conditions etc.... We will not be responsible for this delay and will not issue any type of credit or refund on product or shipping.
PROOFS
With most order (time permitting) we offer complimentary proofs. If we have to rush proofs to you in order to receive them in time there will be shipping fees plus a $15.00 rush fee on our end. This way you will get to see the finished product before it is completed. With your proof you will find a confirmation form - it is your responsibility to make sure all items are spelled correctly, put in correct order and that colors are accurate. Once a proof has been mailed and you decide to cancel your order, there will be a $40.00 cancellation fee per item plus products at full retail plus our hourly rate of $85.00 per hour. Cancellations must be made 2 weeks prior to your event - after this you will be charged in full for your order - NO EXCEPTIONS. If we had to special order items in for your event there will be an additional cancellation fee. Once your confirmation has been sent back to us, we will proceed with your order. If there are any errors or omissions once you receive your order and you have signed off on it, Heart Paper Soul will not be responsible. We will not issue any type of credit or refund. If you wish for your order to be re-created, it will be done so at full price.
DISCLAIMER
Heart Paper Soul reserved the right to limit the order quantity on any item without prior notification. We reserve the right to refuse service to anyone.
CUSTOMER SERVICE
If you have additional questions or problems with an order please call us at 831-426-6282 Tuesday - Friday 9 AM - 4 PM pacific standard time.
SECURITY
Transmissions from the checkout pages of our internet store are secured using the Hassan shopping cart. Please visit their website for further details. .
PRIVACY
We value our customers' privacy and will never sell or otherwise distribute our customer lists or other private information.
