FAQs

Return Policy

Cosmetic Issues- Please inspect your order thoroughly upon receipt. You have 7 days from delivery of the item to notify us of any cosmetic issues. No exceptions will be made for holiday season. After 7 days, you will not be eligible for an exchange / refund or compensation and the purchase will be deemed responsibility of owner. A 25% re-stocking fee will be charged on orders sent after the 7 day return period.

Exchanges/Returns

Customer will have 7 days from delivery of item to return bag for full refund, excluding shipping and handling costs. We do not have an exchange policy. If you wish to exchange you must return your item for a refund excluding shipping and handling and order a new item of your choice.

Damaged Bags

Sold in “as-is” condition and are non-refundable and non-exchangeable.

Gift Cards

Are non-refundable.

What if I received the wrong item?

If you receive the incorrect item, please notify us as soon as possible via email at contact@twoheartsstore.com. Our customer service agents will send you a pre-paid shipping label. Send the item back and we will ship you the correct item. We must receive the first item before we send out any others.

Shipping

This is a private business. Outgoing shipments are dependent on our business hours and any closings due to scheduling. Items are shipped out three times per week. Please allow 3 business days processing time before your item is shipped. Jessi Marri & Co is not responsible for any delays with the US Postal Service or FedEx. Jessi Marri & Co is not responsible for lost or stolen packages. Once an item is marked as delivered via the tracking, we are no longer responsible. No expedited shipping or other shipping methods are available. Please purchase your item at least 7-10 days before it is needed.

Shipping on Frames

These frames are made one at a time and will be shipped to you directly from the manufacturer. Please allow one week for your item to be created and THEN account for the shipping days.

Shipping on Albums

These books are designed by our own staff. The design process will last as long as you require to approve the proofs. Once your proofs have been approved your order will be submitted for production. Please allow up to 5 days for production and THEN the days for shipping.