Last updated: 1 February 2026
These Terms & Conditions apply to your access to and use of this website, as well as any purchases made through it. By accessing this website or placing an order, you agree to be bound by these Terms & Conditions, together with our Privacy Policy and Cookie Policy.
If you do not agree with any part of these terms, please do not use the website or place an order.
Specific policies applicable to an issue shall apply in addition to these Terms & Conditions.
1. General Information
This website offers curated and personalised gift parcels and related products, which may include books, letters, printed materials, keepsakes, and other gift items. Products may be partially customised or personalised based on customer input.
All products are intended for personal, non-commercial use unless otherwise agreed.
2. Eligibility to Purchase
By placing an order, you confirm that:
- You are legally able to enter into a binding contract; and
- Any information you provide is accurate, complete, and up to date.
If you are placing an order on behalf of another person or recipient, you confirm that you have the authority to do so.
3. Products & Descriptions
We take reasonable care to ensure product descriptions, images, and prices are accurate. However:
- Product images are for illustrative purposes only.
- Colours, textures, and presentation may vary slightly due to screen settings or handmade elements.
- Product availability may change without notice.
We reserve the right to modify or discontinue any product at any time.
4. Customisation & Personalisation
Some products allow customisation or personalisation, including (but not limited to) written messages, printed text, or curated item selections.
Please note:
- Personalised items are prepared including based on the information you provide.
- You are responsible for ensuring all customisation details are correct before checkout.
- Once preparation has begun, changes or cancellations may not be possible.
5. Pricing & Payments
All prices displayed are in the currency shown at checkout and are inclusive of applicable taxes unless stated otherwise.
Payments are accepted online through approved payment methods. Additional payment options may be introduced from time to time.
Payment must be successfully completed before an order is confirmed.
6. Order Confirmation
After placing an order, you will receive an order confirmation email. This confirms that your order request has been received.
An order is considered accepted only after payment has been processed and preparation has commenced.
We reserve the right to refuse or cancel an order if:
- Required information is incomplete or incorrect
- Payment cannot be verified
- There is a pricing or system error
- The order cannot reasonably be fulfilled
If an order is cancelled, any paid amounts will be refunded in accordance with our Refund Policy.
7. Delivery
Delivery is handled by third-party delivery service providers.
Please note:
- Delivery timelines are estimates and not guaranteed
- Delivery dates may vary due to operational, logistical, or external factors
- We are not responsible for delays caused by third-party couriers, weather, or circumstances beyond our control
Risk of loss passes to the recipient upon delivery.
8. Returns, Refunds & Exchanges
Due to the curated and personalised nature of our products:
- Returns are generally accepted only for defective, damaged, or incorrect items
- Other requests are reviewed on a case-by-case basis at our discretion
Where a refund is approved:
- Refunds are processed back to the original payment method
- Processing time may vary depending on the payment provider
Service fees, delivery fees, and personalised components may not be refundable unless required by law.
This policy does not limit any rights you may have under Singapore consumer protection laws.
9. Cancellations & Changes
Once an order has been confirmed and preparation has begun:
- Cancellations or changes may not be possible
- Requests will be reviewed on a best-effort basis
We encourage customers to contact us as soon as possible if an issue arises.
10. Communications
By placing an order or contacting us, you agree that we may communicate with you via email for:
- Order updates
- Service-related notices
- Customer support
Marketing communications are sent only if you have opted in and may be withdrawn at any time.
11. Intellectual Property
All content on this website, including text, images, designs, graphics, and branding, is owned or licensed by us and protected by intellectual property laws.
You may not reproduce, distribute, or use any content without prior written permission.
12. Limitation of Liability
To the fullest extent permitted by law:
- Products are provided on an “as is” basis
- We are not liable for indirect, incidental, or consequential losses
- Our total liability in connection with any order is limited to the amount paid for that order
Nothing in these Terms limits liability for matters that cannot be excluded under Singapore law.
13. Force Majeure
We are not responsible for delays or failures caused by events beyond our reasonable control, including but not limited to natural events, supply disruptions, or delivery service interruptions.
14. Changes to These Terms
We may update these Terms & Conditions from time to time. Updated terms will be posted on this page and take effect upon publication.
15. Governing Law
These Terms & Conditions are governed by the laws of Singapore, and you agree to submit to the non-exclusive jurisdiction of the Singapore courts.
16. Contact Us
For questions, requests, or concerns regarding these Terms & Conditions, please contact:
Email: hello@heartstringparcels.com