Frequently Asked Questions
A simple guide to help make your gifting experience smooth like butter.
Ordering, Personalisation & Gifting
We currently accept major debit/credit cards via our secure checkout.
All payments are processed through a trusted payment provider and your full card details are never stored on our site.
After you place your order, you’ll receive an order confirmation email with a secure personalisation link.
Click that link to open our order details form, where you can:
- Type your message(s)
- Upload your photos for the prints/magnets (where applicable)
Please complete the form as soon as you can so we can start preparing your parcel.
Yes, you can.
If you’ve ordered more than one personalised set (for example, letters to different people), the personalisation form will allow you to enter separate messages and photos for each set/quantity.
Just follow the prompts on the form and fill in the details for each recipient.
Absolutely. Many of our customers ship their parcels straight to the person they’re gifting.
At checkout, simply:
- Enter your details under Billing, and
- Enter the recipient’s name and address under Shipping
We’ll take care of the rest and deliver the parcel to them.
No, we do not include prices or invoices inside the parcel.
Your order confirmation and payment details are sent to you by email only, so the parcel is gift-ready for your recipient to open.
Yes, we do accept corporate and bulk orders for occasions such as client gifts, employee appreciation, events, or special campaigns.
For corporate enquiries, please email us at hello@heartstringparcels.com, or send us a message using the enquiry form below.
We’ll be happy to discuss customisation options, quantities, timelines, and delivery details.
Have another question?
Our team is happy to assist! We typically reply in 12 hours or less.
Returns & Exchanges
Because each Heartstring Parcel is made-to-order and often personalised, we’re not able to accept returns or exchanges for change of mind once your order is confirmed.
If something isn’t right when your parcel arrives – for example, it’s damaged, incorrect, or missing an item – please email us at hello@heartstringparcels.com within 2 days of delivery with your order number and clear photos. We’ll review it and do our best to make it right with a replacement or suitable solution.
We’re so sorry if something isn’t right with your parcel. 🧡
If you received an incorrect item, wrong variation (colour/design), or something is missing from your order, please email us at hello@heartstringparcels.com within 2 days of receiving your parcel.
To help us fix it quickly, please include:
- Your order number
- A brief description of the issue
- Clear photos of the parcel, items received, and the packaging slip (if any)
Once we’ve reviewed your case, we’ll do our best to make it right with a replacement, missing item sent out, or another suitable solution.
Shipping & Recent Orders
We offer free islandwide delivery (Singapore) with tracked shipping on all orders.
We don’t deliver to P.O. boxes, army camps, hotels, and most of the islands in Singapore.
Collect the registered mail from the designated Post Office within 10 working days.
An order dispatch email will be sent to you once your order has been shipped.
You can head over to Ninjavan and key in your order reference number (e.g LBSGXXXXXXXXX).
We’re unable to edit or cancel orders once they’re confirmed.
Your parcel heads straight into processing so we can get it packed and on its way to you as soon as possible.
If our courier is unable to deliver your order, they will first reach out to you by phone or SMS to verify your address details. The courier will make up to 3 delivery attempts on different days.