Frequently asked Questions - Answers to the most sought after questions.

FAQ's

Questions before ordering? Check here first!

We strive to make your shopping with us a pleasant, informative experience and assure you we sell quality products.
Gifts a la Heart fully stands behind it's Satisfaction or Money Back Guarantee.

WHAT IF I HAVE A CLAIM?

Gifts a la Heart makes a supreme effort to see that your orders are shipped correctly and that they reach you safely. Every order shipped from Gifts a la Heart is double-checked for accuracy. If a customer places a claim for a shortage on an order, we take special care that it will not happen again. The customers order is flagged. Each order placed by a flagged account must be double-checked by a supervisor before it is packed and shipped.

Gifts a la Heart's quality control procedure is one of the most stringent in the industry. In addition to retaining overseas inspectors, each shipment is spot-checked on arrival. If excessive defects or a problem is found, the entire shipment is individually inspected and imperfects removed. Items are again randomly inspected on the order filling line.

Gifts a la Heart seeks the best value which takes into account price as well as quality. We believe we offer the best quality for the lowest possible price. However, quality is subjective and viewed differently by each person. What appears to be a flaw to one person may be viewed as a natural mark of beauty to another. From time to time, claims may also arise because spot-checking cannot assure that 100% of flawed merchandise is removed. Gifts a la Heart uses styrofoam pellets as cushioning material when packing your order. These pellets are much more costly than shredded newsprint which is commonly used. The pellets do not compact, and therefore offer more protection. They are much lighter than shredded paper there by saving you shipping costs. Despite all of these precautions, claims do arise.

Gifts a la Heart's adjustment and return policy is truly very simple. We want to protect you and make you feel comfortable - and make certain you get what you pay for. We have established some requirements to make our policies and programs workable for our customers.

	Claims
	Claims will fall under the following categories: (1) Lost order, (2) Damaged merchandise, (3) Shortage on order, (4) Defective merchandise, (5) Wrong item sent, (6) Manufacturer's Guarantee defect.

(1)	Lost Orders
	It doesn't happen often, but carriers such as UPS, truck lines and Parcel Post do lose orders. If you have placed an order and have not received it in a reasonable period, do the following: Phone Gifts a la Heart, ask for the Customer Services Department.

Please have the following information ready:

a. Your name as it appears on your Gifts a la heart purchase order.
b. Your account number.
c. A copy of the order submitted to Gifts a la heart and date mailed.
d. Approximate dollar amount remitted and how the order was paid. Personal check? Charge card? Money order?
e. Your latest Gifts a la Heart statement, if it shows the order in question.
f. If a partial order was delivered and the invoice is included in one of the delivered cartons, please have this invoice available and a list of the missing items. Advise the Adjustment Department of the number of cartons received.
Gifts a la Heart will check our computer to find the date your order was shipped and the carrier used.
Gifts a la Heart will initiate a tracer with the carrier. Normally a response is received within 10 working days after the tracer is initiated. Most carriers require a 10-day waiting period before they will accept a tracer request.
The U.S. Postal Service requires a 30-day waiting period from date of shipment before they will accept a tracer. (90 days outside continental U.S.)
Gifts a la Heart will notify you when we receive the result of the tracer. Results of a tracer are generally one of the following: . The Carrier is unable to prove delivery. Therefore, credit has been issued to your account, or we have re-shipped your merchandise as you requested.

a. The carrier will submit a photocopy of a delivery receipt which will be forwarded to you. It will show the order was delivered in full, and the signature of the person who received the order and the date it was delivered.
b. If, after receiving the photocopy, you find the signature is not yours, a neighbor's or a member of your family's return the photocopy to Gifts a la Heart's Adjustments Department together with a denial of signature letter. We'll then file a denial of signature claim with the carrier. This will require an additional 7 to 10 working days. We'll notify you of the results.
c. The Carrier may have returned the order to Gifts a la Heart for the following reasons:

i. UPS made three attempts at delivery to you and no one was home.
ii. Your delivery address is a Post Office Box. UPS does not deliver to a Post Office Box. They notify you, but if no response is made within seven days, the package is returned to Gifts a la Heart.
iii. You have moved and your order was sent to your former address. The package may have been retained by someone who signed for the package at your old address, or the shipment was returned to Gifts a la Heart.

(2)

DAMAGED MERCHANDISE

Inspect each box for signs of damage such as crushed, torn, open, unseamed tape, etc. If you do find outward damage, sign the receipt with the words "Exception - Damage." For United Parcel Service deliveries, contact Gifts a la Heart's Customer Support Department and give the invoice number or the shipment involved. Explain the damage involved, number of cartons received and whether you desire a replacement or credit to your account. This information will prepare us for a claim report from the carrier. Hidden Damage by carrier: If you should receive a shipment delivered by carrier that shows no visible damage, but upon inspection you discover damage due to evident rough handling, call Gifts a la Heart within 30 days of invoice date and report the damage. Gifts a la Heart will issue credit or replacement at your request. contact us

(3)

Shortages

If you receive an order from Gifts a la Heart and find it has not been filled completely: check your invoice. If the item was out of stock, it was not charged to your account. If the item does not appear on your invoice, be sure to advise the Customer Support Department representative when you call or write. Thoroughly check the cartons and packing. Small items may be under the packing material. Upon receipt, check the condition of the cartons. If there is a shortage due to tampering, a claim must be placed with the carrier. Follow the same procedure as if there is damage. If there is no tampering and an actual shortage exists, contact Gifts a la Heart's Member Support Department. We'll need to know the invoice number, number of cartons received, the missing item number, and whether you prefer credit or a replacement. Gifts a la Heart will investigate the shortage. When the item is confirmed as not shipped, it will be shipped or credit will be issued to your account, which ever you prefer. If re-weighing your shipment or other checking procedures indicates all items were shipped, we will advise you.

(4)	Hidden Damage by carrier:
	If you should receive a shipment delivered by carrier that shows no visible damage, but upon inspection you discover damage due to evident rough handling, call Gifts a la Heart within 30 days of invoice date and report the damage. Gifts a la Heart . will issue credit or replacement at your request.