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FAQ's

Where is your store located?

We have several stores located in the US and one in Rome for all of your Only Heart’s needs. To learn more about store locations please visit our shops page here: Our Shops

 Is your full collection available Online?

We offer a carefully curated selection of styles from the season along with exclusive styles, best sellers and styles hand-picked by our designers.

 How do I create an account?

On the top right hand on the menu bar, select “account”. You will be redirected to the sign in page. Select “click here to create an account”. Follow the prompts to enter the required information.

Trouble logging in

If you have forgotten your password, just click on the "Forgot Your Password?" link on the login screen and a new one will be emailed to you shortly. If for some reason you don't receive that email, just contact us at web@onlyhearts.com and we can re-set it for you. Please don't hesitate to get in touch and tell us what's wrong, and we'll try our best to help you fix it. We would also be happy to help you place your order over the phone by calling 212-268-0886 ext 16

How do I check on the status of my order?

On the top right, menu bar select “login”. Once you are logged into your account select “account” you will be redirected to your account page. On the right side there will be menu options, select “order status”

How do I determine my size?

Bust

size-girl.png

Take measuring tape and lay it over the fullest part of your bust. Measure under your arms at the fullest part of your bust line,keeping the tape level with your Shoulders

Waist

measure the waist where the body bends.  It helps to bend side to side to identify exactly where to measure.

Hip

Measure the hips at the fullest part, usually around the seat.

 Once you determine your measurement, compare it to the

size chart to select the best size.

Do you have gift cards?

We have E-Gift cards for all occasions! The best part? Recipients receive it instantly! Check out our gift card options here: E-Gift Cards

Do you offer gift wrapping?

We offer complimentary gift wrapping on all items! When you enter your cart, next to each item there is a gift wrap option, select “add gift wrap” for each item you wish to have wrapped. You can also add a gift message for added personalization.

Payment Options

We accept the following payment methods: Visa, MasterCard, American Express, Discover and PayPal. Checks and money orders are not accepted. For security purposes, please do not send cash or include your credit card number in any email communication.

Processing Time

Here at Only Hearts, we aim to ship all in stock orders within 1-3 business days of orders being placed. All orders are processed Monday-Friday, excluding all major holidays. All items are subject to availability. An email confirmation will be sent when your order is successfully placed.

Domestic Shipping

We offer many shipping options to accommodate our customers’ needs. Please see below chart to find the most suitable method of shipping.  Please note, shipping times are in addition to the processing time.

Service

Rate

Estimated Delivery

NYC Midtown West Pick-Up

FREE

NYC/NJ/CT Customers - An email will be sent when order is ready for pick-up.*Orders must me picked up within 10 business days of pick up confirmation. If orders are not picked up within outlined time a $4.99 shipping fee will be applied and order will be shipped USPS flat rate.*

USPS Flat Rate

$4.99

3-12 Business Days (depending on weight of package, tracking info may not be available)

UPS Ground

Cost based on weight/location

1-6 business days

UPS 2-Day Air

Cost based on weight/location

2 business days

UPS Next Day

Cost based on weight/location

1 business day. *Orders placed by 12PM EST ship same day

 

INTERNATIONAL SHIPPING

We ship Worldwide! All orders shipped outside of the United States are shipped via USPS International and may be subject to additional shipping charges based on the end country's taxes, tariffs and duties. These fees are not associated with Only Hearts and are to be paid by the recipient upon delivery.

Service

County

Estimated delivery time

USPS International - $45

Canada

3-14 business days

USPS International - $45

UK & All other countries

7-14 business days

Possible delays

When the parcel reaches the destination country, it may be subject to customs delays due to standard clearance procedures of the receiving country. This is beyond the control of Only Hearts and any original shipping time estimates.

Refused shipments

If you refuse a shipment from Only Hearts, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to us.

Gifts

If the order is a gift, the cost of the item will still be included on the customs form.  To prevent penalty by law we are required by customs authorities to declare the value of all parcels.

 

Returns & Exchanges

We pride ourselves in offering some of the best inner outwear you can find and ultimately want you to love your purchase. Sometimes, things just don’t work out as planned and we understand. Only Hearts gladly accepts returns on most unworn, unwashed, damage free items within 15 days of the original ship dateAll Sale items, all underwear bottom, bodysuits, bra-undies sets are FINAL SALE AND NOT ELIGIBLE FOR RETURN.

All final sale items that are returned will be sent back to the customer at their expense. 

Returns and exchanges must post marked within 15 days of original ship date. Orders post marked after the outlined time will receive a store credit. Orders post marked after 30 days will be returned to the customer at customers expense. 

All requests for refunds must be accompanied by the original receipt of purchase and or return form included in your shipment.

Without a receipt/return form, we will gladly exchange or issue a store credit on eligible unworn, unwashed, damage free merchandise. 

Merchandise cannot be returned at Only Hearts store locations and must be returned to address specified on the RA attached to the invoice.

Once returns/exchanges are received please allow up to 14 days for a refund or exchange to be processed.

Shipping and handling costs are not refundable.

We encourage customers to keep their return shipping tracking number as we are not responsible for any lost, damaged or stolen packages.

 All returns must be sent to:

Only Hearts - Website

134 West 37th Street Floor 9

New York, NY 10018

 

Incorrect item

We do our best to have orders shipped timely and accurately. Mistakes do happen sometimes and when they do we want to know right away so we can have it rectified. If an item was received incorrectly please contact us at web@onlyhearts.com or give us a call at 212-268-0886 ext 16

Damaged Item

We pride ourselves in the quality of our garments and are sure to inspect all orders before they are shipped. You may notice a defect that we did not. All damages must be reported within 3 days of delivery date by contacting web@onlyhearts.com or giving us a call at 212-268-0886 ext 16. We will do our best to rectify in a timely manner. 

 

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