Returns Policy

This policy applies to The Official Boots and Hearts Shop only. To keep things easy, we’ll call this the ‘Shop.


We want you to love your purchase. Please read the full policy below before you buy anything, in case you need to make a return or exchange. If you need a quick summary to remind yourself of the terms, here it is:

  • The return portal helps you make returns/exchanges.
  • Items must be returned within 30 days.
  • If we are responsible, we will send you a voucher to solve the problem.
  • We may deduct handling, wrapping or other applicable charges from the return value
  • Sale items, personalized items, or personal items (e.g. swimwear) are ineligible for a refund.
  • Shipping and freight is your responsibility
  • We do exchanges, too (same terms apply basically)




Items may be returned within 30 days of the order date to our Returns Department for a refund of the purchase price, minus the handling, gift wrap, and other additional charges. If we don’t receive your return in time, we can’t offer you a refund or exchange.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and with all the original labels and/or tags (if applicable). The product must be returned before refunds or replacements are issued.


Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Personalized items will not be authorized for refund and will only be authorized for exchange for replacement item(s) in the event of incorrect, damaged or defective or items.

Certain products may be totally ineligible for return (e.g. swimwear, personal wear) but we will mention this in the product description. 


To complete your qualified return, you need to access the RETURNS portal on the bottom of the Shop home page and follow the instructions. Our customer service representatives will be happy to walk you through the process.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at   


We only replace items if they are defective or damaged.  If you need to exchange it for the same item please process the exchange through the RETURNS portal on the Home page of our Shop. It will walk you through the process and our CSR's will reply on receipt.


To return your product, you should mail your product to:

The Official Boots and Hearts Shop
35 Currah Road 
St. Thomas, ON 
N5P 3R2

You will be responsible for paying for your own shipping costs for returning your item based on the reason code applied in our RETURNS portal. For exchanged items, you are also responsible for any shipping costs.

Should we be responsible, then the appropriate notice will be provided and a shipping voucher will be emailed to return the goods. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and we aren’t responsible for any damage that may occur along the way.

The Official Boots and Hearts Shop will refuse any non-authorized returns. Any customs charges, duties, or tariffs - should they apply - are the responsibility of the customer.