HELP / FAQS

Once your order is placed, changes cannot be made. We’re unable to combine orders, change colors or sizes, or add items.

You may request to cancel your order within one hour of placement, Monday through Friday. To request a cancellation, please reach out via our Contact Us page. While cancellations aren’t guaranteed, approved requests will receive a full refund, including taxes and shipping.

Yes, as long as your order hasn’t shipped and a shipping label hasn’t been printed. Once your package has left our fulfillment center, we’re unable to change or redirect it. To request an address update, please contact us through our Contact Us page and we’ll do our best to accommodate you.

Absolutely, Lovie. You can delight someone special with our digital gift cards.

If you have further questions, please reach out through our Contact Us page. Our dedicated Client Services team is available Monday through Friday, 10 AM to 6 PM CST. Messages received outside of business hours will be answered within 1–2 business days.

Black Friday & Cyber Monday: Please allow extra processing time during and after these peak shopping days.

Domestic (U.S.) Orders: Standard shipping orders ship within 2–4 business days. Expedited orders placed before 12 PM CST ship the same business day.

International Orders: Ship within 3–5 business days after placement.

Once your order has shipped, you’ll receive an email with tracking details. If you have a Black Heart account, log in, view your order, and select “Track Shipment” for real-time updates. You can also track directly with our partners—FedEx, UPS, or USPS for U.S. orders, and DHL for international shipments.

If you require additional assistance, please reach out through our Contact Us page.

We’re here to ensure your lingerie arrives swiftly and elegantly, Lovie.

For U.S. orders, we ship with USPS or UPS. For international destinations, DHL delivers your Black Heart pieces with care.

We ship within the U.S. and to most international destinations.

Yes, absolutely. We offer DHL shipping worldwide. Rates are automatically calculated at checkout once you enter your address.

It depends on your country. All international orders are shipped Delivered Duties Unpaid (DDU), which means VAT, import taxes, or customs fees may apply upon delivery. DHL will notify you directly if payment is required. These charges are the customer’s responsibility. Black Heart cannot modify or waive duties or taxes.

No, Lovie. We do not ship to P.O. boxes. If a P.O. box is used at checkout, we’ll request an alternate address. If one isn’t confirmed within 5 business days, the order will be canceled and fully refunded.

For U.S. orders, sales tax applies in select states: AZ, CA, CO, CT, DC, GA, IL, MD, MA, MI, NJ, NY, NC, PA, TX, VA, and WA. No additional duties will apply. Any other local or use taxes are your responsibility.

Yes, if your order total is $300 or more, a signature will be required for delivery to protect your purchase. Once marked as delivered, orders are no longer covered by insurance. FedEx will attempt one delivery before holding the package at a nearby location for pickup.

If you’d prefer your order shipped without signature or need adjustments, please contact us before your order leaves our hands.

Once delivered to the address provided, Black Heart cannot be held responsible for loss or theft.

Once your return kisses our warehouse, you’ll receive a confirmation email. We process returns within 14 business days, then send another note when your refund is released. From there, allow up to 3 business days for the funds to appear in your account.

Refunds are always sent back to your original payment method—no exceptions, Lovie.

At checkout, simply enter your code in the Promo box. One click, and the magic is yours.

If it’s been more than 3 business days since you received your confirmation, check with your bank first. If everything still feels off, reach out through our Contact Us page—we’ll take care of you.