Tug At My Heartstrings Backpack (Pre-Order)

Every piece we create at Matilda Jane is crafted with meticulous attention to detail, individuality, and with your little ones in heart. As a result, the selected fabrics for each item may exhibit slight, inherent variations in texture, placement, and color. These subtle differences are not defects; rather, we perceive them as enhancing the charm and distinctiveness of every creation we produce.

We offer FREE standard shipping within the US on orders over $39. 

Upgraded expedited shipping is available at an additional charge and has a 1-4 day processing time in addition to the shipping time.

- When will my order ship?

We'll start working on your order right away and aim to send out orders in the order they were received. Usually, orders are shipped within 2-5 business days after we get them. During big sales, like Site-Wide Sales or Seasonal Sales, it might take a bit longer, around 5-8 business days, from when we receive your order to ship it out.

- How are my items shipped?

We prepare and send out your items based on when we receive your order. Some items can't be shipped together. For example, if you buy both luggage and a dress, we'll have to send them in separate packages. If part of your order arrives first, please understand we're working hard to get the rest of your items to you as quickly and as close to the initial delivery as we can.

- Do you offer international shipping?

We do ship to Canada, as well as to Alaska and Hawaii.

However, please note that any shipping promotions we offer are only valid for the contiguous United States and do not apply to international orders.

For orders shipped outside the contiguous United States, you might receive a separate bill for any duties and taxes that apply.

- Pre-orders

Please read the description carefully if the item is a pre-order to find out when it's expected to ship. We do not split and ship items that are under the $39 free shipping threshold when ordered with pre-order items.

If you would like for it to ship separately you will have to contact support@matildajaneclothing.com to pay a shipping fee.

- Our Standard Return Policy

To initiate a return, the original purchaser must notify us within 14 days of receiving the order. The item must be new, unwashed, and in its original packaging with all tags attached.

Returns must be completed within 30 days of receipt. Failure to meet these conditions will result in denial of the request. Any denied or non-compliant returns will be sent back to the customer at their expense.

If you need to return or exchange an item, simply download the Returns Form provided or use the packing slip included in your order. Complete the form and include it with the returned items. You'll receive an email notification once we've processed your return and issued a refund. For exchanges, please contact support@matildajaneclothing.com to ensure availability.

We reserve the right to refuse refunds for items that do not meet our return criteria. Customers are responsible for the cost of return shipping for items sent outside the specified timeframe or not approved for return.

- Sales & Clearance Sales

Items labeled FINAL SALE or items marked down 50% off or more are eligible for exchange only and cannot be returned.

If we receive an unauthorized return, we will attempt to contact you. If no response is received, the item will be donated to charity.

- Lost or Stolen Packages

If your package hasn't been updated in 15 days, you need to contact the delivery company to start an investigation by filing a claim. Unfortunately, we can't send you another item or give you a refund because our inventory may be limited.

Once a package is delivered, we cannot be held accountable for any theft that occurs. We will check with the delivery service to make sure your order was sent to the right place. However, if your package is stolen, it's up to you to report it to the local authorities. We cannot offer a replacement or refund for items that are stolen.