Terms & Conditions

 Terms & Conditions of business

Please ensure you have read these terms and conditions of business which apply to all orders made with us. If you have any questions about them please speak to us. Your statutory rights are not affected by our terms and conditions.

Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully.

Buying Goods from us

This part explains the terms which apply to orders placed by you on our website.

You make an offer to purchase from us by completing the order process on the website. Your offer to purchase does not form a binding contract until it is accepted by us. All prices displayed on our web site include VAT.

On receipt of your order, we will send you an order acknowledgement email to the email address which you provide in the order process. This order acknowledgement email will contain your order number and details of the goods ordered. This email is only to acknowledge that your order has been received by us and is being processed. It is not acceptance by us of any offers to purchase goods.

Order acceptance and the completion of the contract between you and us only takes place when we despatch your goods. Any acknowledgement of your order you get before this is not confirmation or acceptance of the order because we may need to cancel the order for a number of reasons including:

  • The product you ordered is unavailable from stock. This may occur if we find warehouse stock is damaged or has been mislabelled when we come to pick your order.
  • We identify a pricing or product description error.
  • If you do not meet any eligibility to order criteria (such as age limits) we show.

If part of your order is not in stock at the time you place your order, our standard policy is to dispatch the order as fully as possible and to refund you the difference for any items we have out of stock.  We believe that this policy gives us the best chance of providing the best customer service possible under the circumstances: returning our customers' money immediately and leaving it to them to make alternative arrangements here or elsewhere should they choose to do so.

Occasionally if we know an item will shortly be coming back into stock - or if a customer orders a very large quantity of stock which we have to source specially - we will hold the order until the stock is available. Under these circumstances we will contact the customer as quickly as possible to explain the situation and to confirm that a short delay will be acceptable. This contact will be made within three working days. We will keep the customer informed on progress as we await delivery of the stock we need.

Distance Selling Regulation

If you are a Consumer (a natural person who is acting for the purposes other than those of his trade, business or profession) then you have certain rights under the Consumer Protection (Distance Selling) Regulations 2000.

Under these regulations you must notify us in writing (email info@littleheart.co.uk) that you wish to cancel your contract before the end of the statutory cancellation period of 7 working days from the day after you receive the goods. You must then return the goods to us at your expense or we will arrange collection at your expense. Please note if we have to arrange collection it is invariably more costly than if you return the goods to us.

We will refund to the payment card the price paid for the goods within 30 days.

This excluded Earrings & Special Orders.

Customised special orders such as the Lovely Little Cards and Pictures are excluded from the Distance Selling Regulations.

Due to Hygiene reasons earrings are not covered by the Distance Selling Regulations and can only be returned if faulty or damaged.

Returning a Gift 

We are happy to exchange them for other items from our range of the same value (or more if you pay the difference) subject to the returned item being returned in "as new" condition.

Faulty Goods

If goods need to be returned to us because they are faulty or were received in a damaged condition please make sure you contact us to obtain a returns number to enable us to process your return as quickly and efficiently as possible. Returns received without the correct details may be subject to delays. 

If the goods are faulty or damaged on receipt or a fault occurs within 28 days after you receive them we will replace the goods or refund your money as you wish.

Between 28 days of purchase and 12 months we will usually repair or replace the goods as appropriate.

If on inspection we determine that any fault occurred due to damage, misuse, neglect, repair or modification by the customer we are not obliged to cover postage charges or offer a refund/replacement.

Please ensure you use an appropriate shipping method. When you contact us for a returns number we will advise you of the shipping method to use. As long as you use this method we will refund your postage charges when the goods are inspected by us and found to be faulty.


We usually process refunds within 7 working days from the day we begin the refund process. If you paid by credit card the amount may be refunded by crediting it to the card used for payment.

Returning goods

If you return goods to us, please enclose information pertaining to the return. The information we need is:

1. Your name and order number.
2. Written confirmation of what items you have returned
3. Written confirmation of the reason for your return
4. Written request for either refund or replacement as appropriate.
5. The returns number you received when you emailed us.

If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund.

Proof of breakages

Little Heart reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.

 Overseas orders

We are happy to ship overseas, if your country is not displayed please email us at info@littleheart.co.uk and we will do our best to add your country to our list.  Our current list is due to tourists visiting our shop and asking to send overseas, so please, please get in contact if yours is not displayed.  Some countries will require duty to be paid on receipt of the goods, it is up to you the customer to pay for this, we are not responsible for this payment.


All product images used on our web site are only representative of goods on offer. Actual goods may not be exactly the same colour, design or packaging. In the event that you are not happy with any goods received, you have the right to cancel your order within 7 days of receiving your goods, and return goods in good condition to us within 14 days


By submitting comments on our products, service or web site either electronically or otherwise, you agree that we may use such comments as we see fit for promotional purposes. You may request that we remove such comments at any time and we will abide by any such request where it is reasonable to do so.

All Trademarks and Copyrights are recognised

If you are the copyright owner and we have failed to credit you or you are unhappy with our use of your copyright then please contact us and we will make amends immediately.


We invest a great deal of money in stockholding, warehousing and stock control software in order to stay in stock of all our products at all times, and to ensure that the website is always updated when a product goes out of stock. However unfortunately these systems are not perfect and subject to human error, so occasionally we get caught out and an item is shown as being in stock when in fact it is not. This happens most often when two people order the last remaining item in very quick succession virtually simultaneously. Occassionally items get priced incorrectly, in this case it is our right to cancel the goods if we feel they are far from the actual price.  This happens very rarely but as we are only human it can occassionally happen.