Ordering
How fast are orders processed?
We ask that you allow 1-2 days for most orders to be processed. Please note that some of our pieces are made-to-order and require additional time. Once it is ready to ship out, you will receive an email notification with all of your tracking and shipping info!
Can I update/cancel my order or change my shipping address after placing? Yes, please reach out to info@heartcraft.be as soon as possible for assistance.
Do you do special orders or custom work?
Yes, please email info@heartcraft.be or fill out the contact form.
Shipping
How long does shipping take?
We partner with Bpost so your package arrives as quickly and safely as possible. We ship out of our Brussels office and depending on delivery location, shipping can take between 1-6 business days. Please also refer to the individual product page, as fulfillment time varies by product. You can always track your order through the shipping confirmation email sent after your order is sent out. If you need help finding your tracking number or have further questions about shipping, please email us at info@heartcraft.be
Do you ship internationally?
Yes, we do! We currently ship to Europe, the US, Australia, Canada and Brazil. For international orders, please allow 5-7 additional business days for your package to arrive.
International Taxes & Duties
Please note that once your order arrives in the country of destination, local guidelines apply and your order may be subject to country taxes and local duties. These taxes and duties are not included in your purchase price and are the responsibility of the customer. Please refer to your local postal office for rates or calculate expected duties and taxes here.
Where is my order? I’m having problems with tracking.
Bpost takes about 1-2 days to update tracking initially. If you are having issues with tracking your order, please email info@heartcraft.be for inside info.
Lost Packages
If your package is lost in transit, please email us right away at info@heartcraft.be and we will try our best to solve the issue. Please note that HEARTcraft (An Vandenberk) is not responsible for lost or stolen items once declared ‘Delivered’ by the delivery service.
Returns & Warranties
What is your return policy?
We offer returns up to 30 days from receiving. To initiate a return, please reach out to info@heartcraft.be
Can I return or exchange my online purchase in store?
At this moment we are unable to accommodate in-store returns or exchanges for purchases made online. Online purchases can only be exchanged online via our returns link. Contact info@heartcraft.be
Does my order include a warranty?
We include a life long warranty and would be happy to repair any damages within this period. Our warranty does not cover general usage. Please note that HEARTcraft (An Vandenberk) is not responsible for lost or stolen items once declared ‘Delivered’ by the delivery service. We are also unable to return any items once they have been altered by a third party craftsman.
Can I return an internationally shipped order?
You may return an internationally shipped order for a refund. Please note that the customer is responsible for paying for shipping back to us. Feel free to reach out to info@heartcraft.be to get set up with the return process.
Can I exchange an internationally shipped order?
Unfortunately we cannot accommodate international exchanges, but items can be returned for a refund in which you can use towards another purchase, if you choose to. Please note that the customer is responsible for paying for shipping back to us. Feel free to reach out to info@heartcraft.be to get set up with the return process.
My piece broke within the warranty period. How do I initiate a repair?
For help with this, please send over a photo of the repair and order number to info@heartcraft.be to get started on the repair process.
My piece broke outside of the warranty period. Do you accept fixes for additional fees?
For help with this, please send over a photo of the repair and order number to info@hearcraft.be. From there, we will be able to give you a quote if applicable.
