FAQs

About Heartbeat

What is Heartbeat?
Heartbeat creates thoughtful essentials that make everyday life softer, calmer and more considered. We combine natural materials, refined design and mindful functionality so each piece feels good, does good and lasts beautifully.

What does “Heartbeat” stand for?
The name reflects what truly matters: care that is personal, consistent and real. Every design, service and experience is created to bring ease and warmth to life’s rhythm.

Where are Heartbeat products designed and made?
Heartbeat is designed in Australia and crafted with trusted makers who share our values of integrity, quality and responsibility. We partner with global artisans and manufacturing specialists who maintain high ethical and environmental standards.

Is Heartbeat an Australian company?
Yes. Heartbeat is an Australian-owned brand, headquartered in Melbourne.

Shopping & Orders

How can I place an order?
You can purchase directly from our website. Simply add your chosen items to the cart, select your delivery option and complete checkout. You may check out as a guest or create an account to access additional benefits, including our Circle of Care loyalty programme.

Can I edit or cancel my order after placing it?
We start preparing orders promptly to ensure timely delivery. If you need to make a change, please contact us at contact@theheartbeat.com.au as soon as possible and we will do our best to assist before dispatch.

What payment methods do you accept?
We accept major credit and debit cards, PayPal, and select digital wallets. Payments are processed securely in Australian dollars (AUD).

Shipping & Delivery

Where do you deliver?
Heartbeat ships across Australia. Remote-area delivery times may vary.

How long will my order take to arrive?
Most Australian metro orders arrive within 3–6 business days. Express options are available at checkout for faster delivery.

How can I track my order?
Once shipped, you will receive a confirmation email with tracking details. You can also log into your account to view order status.

Do you offer gift-wrap or express upgrades?
Yes. Complimentary gift-wrap and express delivery upgrades are available through our Circle of Care rewards programme (see below for details).

Returns & Exchanges

What is your returns policy?
We want you to love your Heartbeat piece. If something isn’t right, you can return it within 14cdays of receipt in its original condition.
See our full Returns Policy for details on eligibility, exclusions and process.

How do I start a return?
Email contact@theheartbeat.com.au with your order number and reason for return. We will guide you through the next steps.

Circle of Care — Loyalty Programme

What is the Circle of Care?
Circle of Care is Heartbeat’s loyalty programme. Members earn points on purchases and redeem them for curated rewards and thoughtful extras from complimentary gift-wrap to experience credits and personalisation.

How do I join?
Create a Heartbeat account (via My Account or at checkout). Membership is free. You must be signed in to earn and redeem points.

How do I earn points?
You earn 1 point per A$1 spent on all products. Points appear as pending after purchase and become available once your order ships and the return period ends.

How do I redeem rewards?
Redeem via your Heartbeat account or the loyalty widget.
Rewards include:

·        200 pts: Heartbeat Wrap (gift-wrap)

·        400 pts: Express Touch (wrap + express shipping)

·        600 pts: Personal Touch (wrap + express + accessory)

·        1,000 pts: Heartbeat Experience (experience credit up to A$75)

·        2,000 pts: Heartbeat Experience (experience credit up to A$150)

Do my points expire?
Yes, after 12 months of inactivity (no points earned or redeemed). We will send reminders before expiry.

What happens if I return an order?
Points earned on returned items are deducted. If a return affects a previously redeemed reward, we will adjust your balance fairly and notify you.

For detailed Loyalty Terms, visit our Circle of Care FAQ section or see the full Terms & Conditions.

Sustainability & Responsibility

What materials does Heartbeat use?
We use natural fibres, responsible blends and low-impact dyes wherever possible. Each design balances comfort, durability and care for the planet.

How does Heartbeat approach sustainability?
We believe in thoughtful production making fewer and better products. Our approach includes responsible sourcing, ethical partnerships, reduced packaging and circular design thinking.

Is your packaging recyclable?
Yes. Our packaging is designed to minimise waste and is fully recyclable or compostable.

Product Care

How should I care for my Heartbeat products?

·  Wipe gently with a soft, dry cloth to remove dust

·  For deeper cleaning, use a damp cloth or a specialised leather cleaner, never soak or wash leather

·  Condition occasionally with a neutral leather balm to maintain suppleness

·  Store in its protective dust bag, away from heat and direct sunlight

·  Avoid prolonged contact with water, oils or perfumes

Contact & Support

How can I get in touch?
We are here to help. You can reach us at:
contact@theheartbeat.com.au

Where can I follow Heartbeat?

Join our community on Instagram, Facebook, and LinkedIn for inspiration, stories and updates.

Legal & Privacy

Is my information secure?
Yes. We use secure, encrypted systems to protect your personal and payment information. Read our Privacy Policy for details.

Do you comply with Australian Consumer Law (ACL)?
Absolutely. All Heartbeat product, loyalty and returns policies are designed to align with ACL standards for fairness and transparency.