Refund policy

Return & Refund Policy


Last updated: July 3, 2026


At HELD COMFORT COLLECTIONS SELLING GIFTS & HANDICRAFTS - L.L.C - S.P.C, trading under the brand name Held., we carefully prepare every order in limited quantities with care and intention. We hope every purchase brings comfort and joy. If there is a problem with your order, we are here to help.


Returns


Due to the nature of our products, we do not accept returns for:


  • Personalized or customized products.
  • Gift boxes that have been opened or used.
  • Candles, journals, food or beverage items, tea, and other consumable products once opened.
  • Products purchased during promotional or clearance sales, unless required by applicable law.


Damaged or Incorrect Orders


If your order arrives damaged, defective, or you receive the wrong item, please contact us within 24 hours of delivery.


Please include:


  • Your order number.
  • Clear photographs of the item and packaging.
  • A brief description of the issue.


Email: hello@heldstore.com


After reviewing your request, we will offer an appropriate solution, which may include a replacement, store credit, or refund where applicable.


Refunds


If a refund is approved, it will be processed to your original payment method.


Processing times may vary depending on your payment provider or financial institution.


Original delivery charges are non-refundable unless the return is due to our error or a confirmed product defect.


Order Cancellations


Orders may be cancelled only before preparation has begun.


Once production, personalization, or packaging has started, cancellations may no longer be possible.


Delivery Issues


Held. is not responsible for delivery delays caused by courier partners, incorrect delivery information provided by the customer, weather conditions, public holidays, or circumstances beyond our reasonable control.


Contact Us


If you have any questions about this policy, please contact us:

 

HELD COMFORT COLLECTIONS SELLING GIFTS & HANDICRAFTS - L.L.C - S.P.C
Trading as Held.

📧 Email: celineazucena3@gmail.com

📱 WhatsApp: +971 589833816

📍 Location: Abu Dhabi, United Arab Emirates

Business Hours
Monday – Saturday
9:00 AM – 7:00 PM (GST)