Misericordia Returns & Replacements Policy
Effective Date: 10/21/2025
Return Address: 1850 W. Thome Avenue, Chicago, IL 60660
Contact: websupport@misericordia.com
Our Mission
Every purchase from Misericordia’s online shops — whether a gift from the Heartstrings Gift Shop or a treat from Hearts & Flour Bakery — supports meaningful employment for adults with intellectual and developmental disabilities.
Your order is prepared with care by residents and staff in our inclusive work programs. Thank you for helping us create purpose and opportunity with every order.
Returns
We have a 15-day return policy for eligible items, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at websupport@misericordia.com.
If your return is accepted, we’ll send you a prepaid shipping label and instructions on how and where to send your package.
Please note: Items sent back without prior approval cannot be accepted for a refund.
All returns are processed at:
📍 1850 W. Thome Avenue, Chicago, IL 60660
Because our returns are handled by residents and staff, please allow a few extra days for processing — your patience directly supports meaningful employment.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect so we can evaluate the issue and make it right.
We’ll work quickly to replace or refund any damaged or incorrect order, and use your feedback to improve our process.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as baked goods, candies, or other food items)
- Custom or personalized products
- Personal care items (such as soaps or lotions)
- Sale items or gift cards
If you have questions about a specific item, please contact us before making your purchase.
Hearts & Flour Bakery Orders
Because our baked goods are perishable and made to order, we cannot accept physical returns.
If your bakery order arrives damaged, incorrect, or unsatisfactory, please contact us at websupport@misericordia.com within 48 hours of delivery.
We will promptly offer a replacement or refund, depending on your preference.
Order cancellations must be made within 24 hours of placing your order.
After this period, production may have begun and cancellation may not be possible.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
You may also choose to receive store credit or donate the value of your refund to support resident employment programs.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved.
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at websupport@misericordia.com.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
As above, your item must be in the same condition you received it, unused, with tags, and in its original packaging, with a receipt or proof of purchase.
Thank You
“I love wrapping your gifts — it makes me proud to know they make people happy.”
— Mary, Heartstrings Team
“I help pack your cookies with love — it’s my favorite job!”
— James, Bakery Team
Every return, replacement, and purchase supports Misericordia’s mission to provide dignity, purpose, and community for adults with developmental disabilities.
Your kindness sustains both our kitchen and our hearts.