DELIVERY & RETURNS At HEARTNA, every order is carefully checked and prepared before it leaves our hands. We want your HEARTNA experience to be seamless from the moment you place your order to the moment your piece arrives. Please read our Delivery & Returns Policy carefully before placing your order. --- 1. ORDER PROCESSING All HEARTNA orders are carefully checked, packed and prepared for dispatch. Orders are generally processed within 1–3 business days after payment has been successfully received. During launches, festive periods, promotional campaigns, sale periods or other peak seasons, processing may take longer than usual. Once your order has been dispatched, you will receive a shipping confirmation and tracking information where available. Business days refer to Monday to Friday, excluding Malaysian public holidays. Please note that order processing time is separate from courier delivery time. --- 2. DELIVERY WITHIN MALAYSIA We currently deliver throughout Malaysia via our appointed courier partners. Peninsular Malaysia Estimated delivery: 2–5 business days after dispatch. Sabah & Sarawak Estimated delivery: 3–7 business days after dispatch. Delivery times are estimates only and may vary depending on the courier service, destination, weather, public holidays, peak periods and circumstances beyond HEARTNA's control. HEARTNA does not guarantee a specific delivery date unless otherwise expressly stated for a particular campaign or service. --- 3. SHIPPING CHARGES Applicable shipping charges will be displayed at checkout before payment is completed. From time to time, HEARTNA may offer free-shipping promotions subject to the terms of the relevant campaign. Unless otherwise stated, free-shipping eligibility is based on the order value after applicable discounts and promotions. HEARTNA reserves the right to amend shipping rates and free-shipping thresholds from time to time. --- 4. TRACKING YOUR ORDER Once your order has been dispatched, tracking information will be provided where available. Please allow some time for the courier's tracking system to update after dispatch. If the tracking information indicates that your parcel has been delivered but you have not received it, please contact HEARTNA as soon as possible so that we may assist with the courier investigation. HEARTNA is not responsible for parcels delivered to an incorrect address caused by inaccurate or incomplete delivery information provided by the customer. --- RETURNS & EXCHANGES 5. OUR RETURN POLICY We understand that sometimes a piece may not be quite what you expected. For eligible ready-stock items, HEARTNA accepts return or exchange requests within 7 days from the date the parcel is recorded as delivered, subject to the conditions below. The return/exchange request must be submitted to HEARTNA within the 7-day period. Items received after the return period may not be accepted. Each order is eligible for one return/exchange request only, unless the issue concerns a defective, incorrect or incomplete order caused by HEARTNA. --- 6. ELIGIBILITY FOR RETURN OR EXCHANGE To be eligible, the item must: - be unworn and unused; - be unwashed; - be free from perfume, makeup, deodorant, body odour, stains, marks or other signs of use; - be free from damage caused by handling, washing, ironing or improper care; - remain in its original condition; - have all original HEARTNA tags, labels and packaging intact; - be returned with the original order details or proof of purchase; and - be securely packaged to prevent damage during return shipping. For scarves and hijabs, customers are advised to inspect the item carefully before removing tags, styling, pinning, washing or wearing the item. --- 7. CHANGE OF MIND / COLOUR / DESIGN / ITEM SELECTION If you change your mind, select the wrong colour or would prefer another design, HEARTNA may offer an exchange or store credit, subject to product availability and approval. Return shipping costs for change-of-mind exchanges are borne by the customer. Any difference in product price will be: - payable by the customer if the replacement item is more expensive; or - issued as store credit if the replacement item is of lower value. Original shipping charges are non-refundable for change-of-mind returns. --- 8. DEFECTIVE OR DAMAGED ITEMS We take great care to ensure that every HEARTNA piece meets our quality standards. If you receive an item that appears to have a manufacturing defect or was damaged before delivery, please contact us within 48 hours of receiving your parcel. Please provide: 1. Your order number; 2. A clear description of the issue; 3. Clear photographs of the item and defect; and 4. Photographs of the packaging where relevant. Please do not wash, wear, alter or attempt to repair the item before contacting HEARTNA. Once the item has been received and inspected, HEARTNA may, at its discretion and subject to the circumstances, provide: - a replacement of the same item; - an exchange for another item of equivalent value; - store credit; or - a refund. Where the issue is confirmed to be a manufacturing defect or an error attributable to HEARTNA, reasonable return shipping costs will be borne or reimbursed by HEARTNA. --- 9. WRONG ITEM OR MISSING ITEM If you receive an item that is different from what you ordered, or an item is missing from your parcel, please contact us within 48 hours of delivery. Please provide your order number together with clear photographs of: - the item received; - the packaging; - the shipping label; and - the contents of the parcel. HEARTNA will investigate the matter and, where the error is confirmed to be on our part, arrange the appropriate replacement or refund. Please retain the original packaging until the matter has been resolved. --- 10. ITEMS THAT ARE NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS For hygiene, product integrity and quality-control reasons, the following are not eligible for change-of-mind returns or exchanges: - items that have been worn or used; - items that have been washed, soaked, ironed or altered; - items with perfume, makeup, deodorant, body odour or other stains; - items with missing, removed or damaged tags or labels; - items that have been damaged through improper handling or care; - personalised or customised items; - items purchased as Final Sale, Clearance or where the product listing specifically states that the item is non-returnable; - promotional items or gifts that are expressly stated to be non-returnable; and - items returned outside the applicable return period. These exclusions do not affect any rights or remedies that cannot legally be excluded under applicable Malaysian law. --- 11. SALE & PROMOTIONAL ITEMS Unless otherwise stated, items purchased under: - Sale; - Clearance; - Final Sale; - Flash Sale; - Special Promotion; or - promotional campaigns with specific return conditions are not eligible for change-of-mind returns or exchanges. However, if an item is defective, incorrect or otherwise subject to a valid claim under applicable law, please contact HEARTNA so that we can review the matter. --- 12. COLOUR DIFFERENCES We make every effort to display our products as accurately as possible. However, the actual colour of a product may appear slightly different depending on: - screen or device settings; - display brightness and colour calibration; - lighting conditions during photography; and - natural variations in fabric and dye. A slight difference in colour tone does not, by itself, constitute a product defect. --- HOW TO REQUEST A RETURN OR EXCHANGE 13. STEP-BY-STEP Step 1 — Contact HEARTNA Contact us through our official customer service channel within the applicable return period. Please provide: Order Number: Item Name: Reason for Return/Exchange: Preferred Resolution: Photos/Videos: where applicable Step 2 — Wait for Approval Please do not send any item back before receiving return instructions or approval from HEARTNA. Unauthorised returns may be refused or returned to the customer at the customer's expense. Step 3 — Pack Your Item Once approved, securely package the item together with the required tags, packaging and order details. Customers are responsible for ensuring that the returned parcel is adequately protected during transit. Step 4 — Send the Parcel Use a reliable courier service and retain your tracking number until HEARTNA confirms receipt. HEARTNA is not responsible for returned parcels that are lost or damaged while being sent back by the customer, unless otherwise required by applicable law. Step 5 — Inspection All returned items are subject to inspection. Approval of a return request does not automatically mean that the return will be accepted. The item must satisfy the eligibility requirements stated in this policy. --- REFUNDS 14. REFUND PROCESS Where a refund is approved, HEARTNA will process the refund after the returned item has been received and inspected. Refunds will generally be processed within 5–7 business days after approval. The actual time for the funds to appear in the customer's account may vary depending on the payment provider, bank or financial institution. Where applicable, refunds will be made to the original payment method used for the purchase. HEARTNA will not refund original delivery charges for change-of-mind returns. Where the return is due to a confirmed HEARTNA error, defective item or incorrect item supplied, applicable delivery charges may be reimbursed or otherwise addressed by HEARTNA. --- 15. STORE CREDIT Where store credit is offered or selected, the credit will be issued to the customer after the returned item has passed inspection. Store credit is non-transferable and may not be exchanged for cash unless otherwise required by applicable law. Store credit may only be used in accordance with the terms communicated by HEARTNA at the time it is issued. --- EXCHANGES 16. EXCHANGE AVAILABILITY Exchanges are subject to stock availability. If the requested replacement item is unavailable, HEARTNA may offer: - an alternative item of equivalent value; - store credit; or - a refund where applicable. For change-of-mind exchanges, the customer is responsible for applicable return and/or reshipping costs unless HEARTNA states otherwise. Only one exchange per order is permitted for change-of-mind requests. --- ORDER CANCELLATION 17. CANCELLATION Orders may be cancelled only if the cancellation request is received before the order has entered processing or been dispatched. Once an order has been processed, packed or dispatched, cancellation may no longer be possible. If cancellation is no longer possible, the customer may request a return in accordance with this policy where the item is eligible. Orders containing personalised, customised or specially prepared items may not be cancelled once production or preparation has commenced. --- DELIVERY ISSUES 18. DELAYED DELIVERY Courier delivery times are estimates and may be affected by circumstances beyond HEARTNA's control, including: - courier operational issues; - severe weather; - public holidays; - festive or peak shopping periods; - natural disasters; - address or contact-information issues; - customs or regulatory clearance for international shipments; and - other unforeseen circumstances. If your parcel appears to be significantly delayed, please contact HEARTNA with your order number and tracking information so that we can assist with the relevant courier investigation. --- 19. PARCELS RETURNED TO HEARTNA A parcel may be returned to HEARTNA by the courier due to circumstances such as: - incorrect or incomplete delivery address; - recipient unavailable after repeated delivery attempts; - refusal of delivery; - failure to collect the parcel; or - other circumstances attributable to the recipient. If a parcel is returned to HEARTNA for these reasons, additional shipping charges may apply before the parcel can be resent. If the customer chooses not to have the parcel resent, any refund will be subject to the applicable terms of this policy and any non-refundable shipping costs incurred. --- INTERNATIONAL ORDERS 20. INTERNATIONAL SHIPPING International delivery may be available to selected countries and will be subject to the shipping options displayed at checkout. International delivery times are estimates only. Customers are responsible for any applicable customs duties, import taxes, clearance fees or other charges imposed by the destination country, unless expressly stated otherwise by HEARTNA. HEARTNA does not control customs processing times or charges imposed by foreign authorities. International orders may also be subject to additional restrictions depending on the destination country. --- 21. INTERNATIONAL RETURNS Unless otherwise stated, international customers are responsible for return shipping costs for change-of-mind returns or exchanges. For defective, incorrect or incomplete orders attributable to HEARTNA, please contact us before returning the item so that we can advise on the appropriate return arrangement. Customs duties, taxes and international shipping charges are generally non-refundable unless otherwise required by applicable law. --- IMPORTANT NOTES 22. PRODUCT INSPECTION Every returned item is inspected before a refund, exchange or store credit is approved. HEARTNA reserves the right to reject a return where the item does not meet the conditions stated in this policy. If a return is rejected because the item does not meet the eligibility requirements, HEARTNA may arrange for the item to be returned to the customer at the customer's expense. --- 23. PROOF OF PURCHASE A valid HEARTNA order number, order confirmation, receipt or other reasonable proof of purchase may be required for all return, exchange or refund requests. Returns from purchases made through third-party platforms, resellers, personal shoppers or other unauthorised channels are subject to the policies of the original seller or platform and are not covered by this website policy. --- 24. OUR COMMITMENT At HEARTNA, we believe in creating pieces that are made to be treasured. If something isn't right with your order, please contact us. Our team will review each case fairly and do our best to provide an appropriate resolution. Nothing in this policy is intended to exclude, restrict or modify any consumer rights, guarantees, warranties or remedies that cannot lawfully be excluded, restricted or modified under applicable Malaysian law. --- 25. POLICY UPDATES HEARTNA may update this Delivery & Returns Policy from time to time to reflect changes to our products, services, operations or applicable requirements. The latest version published on heartna.my will apply to orders placed after the effective date of the updated policy. Last Updated: [24/10/2026] --- CUSTOMER SERVICE For enquiries regarding delivery, returns, exchanges or refunds: HEARTNA Website: heartna.my Email: heartnahijab@gmail.com WhatsApp: +60194817710 Operating Hours: 8 AM - 6 PM