Frequently Asked Questions
Returns are accepted, but shipping costs are non-refundable.
Returns must not have been worn, used or altered.
We will gladly honour a full refund when the item is returned and inspected,
Refunds are offered in the form of store credit or exchanges.
To start your return process please follow the link below:
Black Heart Faction Returns
If you are not satisfied with any product you’ve purchased, please email customer service immediately to resolve the issue: email@example.com
If you decide to return any items you’ve purchased, please consider the following:
- Check all merchandise for potential damage, defects, or any missing items upon arrival.
- All returns must be in original, unwashed and unworn, condition.
- All returned items must be received within 30 days of purchase. We do not accept returns or exchanges after a 30-day period.
- Please mention any changes to current shipping address to make sure the new item shows up as quickly as possible.
- Please include order number in any email regarding returned merchandise.
- Ship your return back to us using your choice of carriers, however we recommend using an option with tracking.
- Customers are responsible for return shipping costs and we will start processing the return once it’s received by our warehouse.
Refunds will be made within 3 days after any returned merchandise has been received.
Refunds will be issued based on the requested form of payment.
A confirmation of your refund will be sent immediately to the email address associated with your order.
All items purchased from Black Heart Faction are sold and shipped from the Canada.
International buyers assume all responsibility for international shipping charges in addition to all local taxes, VAT, duties, and / or tariffs.
By completing international order process, buyer assumes responsibility to pay any associated charges, if applicable.
International shipments can get a bit tricky depending on destination country.
Black Heart Faction ships primarily through Canada Post and can only provide tracking information while merchandise is in country of shipping origin.
Once an international order has left the country of origin, Canada, all inquiries about said order must be taken up with local customs and parcel delivery services.
Due to the high cost of shipping internationally, we are unable to pay for international exchanges.
International buyers must pay for any shipping associated with any exchanged item. Any duties and taxes will not have to be paid again during the exchange.
Most Canadian orders will be delivered within 4-7 business days from the date it has been shipped out.
International orders may take up to 3-5 weeks to be delivered depending on customs policies for your country.
Free shipping discount codes do not apply to international orders. All applicable customs fees, taxes and duties are the sole responsibility of the customer.
Customs authorities require that we state the value of the order directly on your package. It is at the sole discretion of customs to release your package.
We are not liable for any customs fees in your country, holding times or incorrect shipping information provided.
All orders ship within 4 business days from the date of purchase. Shipping times may vary due to availability.
As soon as your order ships you will receive an email confirmation. We are closed on weekends.
We do not cancel orders after they have been placed because our system automatically generates a label.
This means we will ship you your order.
If you’d still like a refund at that point, you will need to send it back to us.
Shipping costs are automatically estimated by Canada Post upon checkout.
If the address provided to us upon checkout matches the exact address we shipped your order to and your tracking reads as successfully shipped, it is the sole responsibility of Canada Post to deliver it to you.
We are not responsible for lost or stolen packages and you should contact your local post office should any problems arise.
Tip: if you’re not going to be home during delivery hours, we suggest calling Canada Post and asking them to hold your package at a local post office for pick up to prevent it from being lost or stolen.
If an item is returned to sender for an incomplete/incorrect address, store credit less the shipping cost will be issued upon blackheartfaction.com receiving the package.