Satisfaction Guarantee

Ace of Hearts offers a 100% satisfaction guarantee – within reason. Sorry, we can't get you any unicorns

Our team at Ace Of Hearts takes gift-giving personally. So, each and every one of us will do our best to make sure that you walk away from every purchase happy. That moment when your recipient opens a gift and can't wait to thank you? Yeah, we live for that, too. That’s why we do everything we can to get your gift right the first time, every time.

Unfortunately, sometimes stuff happens. We are staffed by 100% real people who make genuine mistakes. Hiring flawless robots just isn't in our budget, and we happen to like our employees. When a mistake happens and it's our fault, we do our best to own it. Something gets lost in delivery, we redeliver. Something gets broken? We fix that too. All you have to do is let us know, and we will do everything we can to make things right as quickly as possible. Reach out to us by phone, text, email (sorry, no smoke signals), and our 24/7 customer service staff will let you know our next steps.

How to let us know about your issue

We do our best to check every item before it gets delivered. But things happen in transit that we can't always plan for. If something arrives damaged, or doesn't arrive at all, let our team know right away. So long as you tell us within 7 days of the delivery date our team will do our absolute best to get to the bottom of the issue. When you tell us what is going on, please submit as much information as possible:

• Include a picture of the gift hamper (if possible) that clearly shows the problematic goods. Please include ALL items in the gift, not just the damaged product. Make sure your picture is free of filters and well lit. If the gift is large, send multiple images that are clear enough for us to read packaging.
• If your products were fresh goods, like flowers, cakes, and fruit, we can only help if you report problems within 48 hours. These are items that don't keep well, especially if left at a front desk or reception and not properly stored. We will also still need pictures.

Once you report the issue to us a few things will happen:

• If needed, we'll contact the recipient. This happens when we need to clarify delivery instructions, get more specific information, or request that they retrieve the gift from somewhere. We know we said we'd deliver right to them, but if they aren't home until after midnight, our couriers won't leave replacement gifts at the door.
• Once we have updates, we'll let you know, and discuss with you the best course of action to make things right.
• Every investigation into why the issue happened, and resolving it, takes time. We do our best to make this as fast as possible, but we do ask that you wait 1 to 2 business days before panicking. We're on it, we promise, but working in multiple timezones means sometimes we have to play phone or email tag.

Yes, Returns Are Possible

Your gift hamper recipient can return only new, unopened items within 5 days of the delivery for a full refund. We’ll even pay for return shipping when the reason for the return is our fault. For full refunds, items must be sent back in their original packaging. Email us for more details and instructions, including the address to our closest regional location.

The Fine Print

As hard as we work to get it all perfect, there are some things even we can't control. For issues that are not our fault, such as being provided with an incorrect address, the recipient refusing the gift, and more, our satisfaction guarantee does not apply. We also don't have teleporters, so if you don't place your order at least 3 business days in advance, then we cannot guarantee your chosen delivery date. And when we say business days, we mean it: We don't count weekends or holidays, because while we are here working, many couriers around the world won't be.