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Frequently Asked Questions

Store and Products

Who runs Heartdrops?

Why should we purchase from you?

I'm looking for a particular product that you don't have! Can I make a request?

Why are your products so cheap? Are they authentic?

Are your The Ordinary products authentic/are you an official stockist?

When will an out of stock item be back?

Can I cancel my order?

I have a few things in my cart and am waiting for other products to come in stock. Can I reserve my cart?

Delivery and Shipping

What delivery partners/couriers do you use?

When will you ship my order?

How much is shipping and how long will it take?

Do I need to sign for my delivery?

My package is being returned to sender?

Do you ship to New Zealand?

I have an issue with my delivery!

Payments and Refund Policy

What payment methods do you accept?

Can I get a refund on a product?


What is a pre-order?

What and when can I pre-order?

When will my pre-order item ship?

What if I want to order a pre-order item and also items that are in stock?

I missed out on the pre-order! When the next one be available?