Why does my Hearts in Hands modelling compound not harden well? Why does it stay sticky?

This is because the two components are not mixed together well enough. With two white components, you cannot tell by looking at the colour. Therefore, you always have to knead them together for a minimum of 2 minutes.

How long do I have to mix the two components?

Knead both components intensively and quickly for about 2 minutes until a homogeneous mixture, recognisable by its even colour, is achieved.

Is the material suitable for other body impressions?

No. We guarantee the harmlessness of the material only for the intended purpose of a palm print. It is not suitable for taking impressions of the mouth!

Can I wear plastic gloves while mixing and holding?

The modelling compound should not be used with latex gloves. Latex-free gloves should not be a problem during the impression-taking and curing process. 

What if the modelling compound gets on my clothes?

If it is not dry yet, you can clean it off easily with soap and water.

Can the modelling compound leave grease marks?

Yes, it has a greasy consistency before it hardens. When soft, it can leave a greasy mark, especially on paper or absorbent surfaces.

What shall I do if I swallow a part of the material?

The material is not intended for human consumption. Please contact your doctor immediately.

Will my order be delivered to every address?

For the time being, we deliver only to Austria and Germany.

How much are the shipping costs?

Standard shipping costs €5 within Austria and €11 within Germany.
Please note: If the value of the goods falls below €100 due to a return, the usual shipping costs (€5 AT / €11 DE) will be retained.

How are orders sent?

Shipping is handled by Österreichische Post AG, DHL Paket GmbH, or DHL Express.

Are the parcels insured?

All shipments sent by Hearts in Hands are insured against theft and accidental damage. This insurance protection runs out as soon as you have received the parcel and signed for it.

Is shipping only possible on working days?

Yes, our service hours are Monday to Friday from 9 a.m. to 3 p.m. (with the exception of public holidays).

Where is the shipment sent from?

The dispatch address is: Hearts in Hands, Hockegasse 46/5, 1180 Wien, Österreich.

How long do I have to wait for my order?

Delivery will be within 3-7 business days. If the delivered items have obvious material or manufacturing defects, including transport damage, please report such defects to us within 7 days. If this reporting deadline is missed, no further claims for compensation can be made.

Is a signature required upon receipt?

Receipt of all shipments must be confirmed by a signature.

Information specifically on shippings to  Austria & Germany

We ask for your understanding that there may be delays in the processing of returned goods around Christmas time.

How long can I cancel my purchase?

Customer satisfaction is very important to us. Therefore, we offer exchange or return of our closed box within 30 days upon presentation of the sales receipt. The time limit for online orders starts with the day the customer places the order. Please note: To make a valid return, you need the invoice of your purchase. 

How can I cancel my purchase?

The precondition for cancelling an order is the unused and resalable condition of the goods. Should this condition not be met, we reserve the right to withhold reimbursement of the purchase price if necessary. In the case of a return, the goods must be sent to the following address:
Hearts in Hands, Hockegasse 46/5, 1180 Vienna, Austria.
If you revoke your purchase contract, we will reimburse the payments received from you no later than 14 days from the day on we received notification of your cancellation of the contract.

What do I have to consider?

We reserve the right to repay until the goods have been returned to us in an undamaged condition. For your repayment, we will use the same means of payment that you used for the original transaction. You can find more information about your right of withdrawal for online orders here.

Payment methods

You can pay for the goods by credit card and PayPal. If you pay by credit card, your account will be debited when the order is completed. If you are in default of payment, Hearts in Hands is entitled to demand reminder fees and default interest in the legally permissible amount and, if necessary, additional processing costs. Hearts in Hands reserves the right to only allow certain payment methods in the event of a negative result of the address and credit check.

We have an SSL connection (Secure Socket Layer) through which payment is processed. After the invoice amount has been reserved on your credit card account, we will process your order within the delivery period.


The dispatch takes place within 3-7 working days. Shipment takes place with a shipping company such as DPD or Austrian Post. The shipping times are Monday to Friday from 9:00 a.m. to 3:00 p.m. (with the exception of Austrian public holidays).

Shipping costs Austria: € 5
Shipping costs Germany: € 11

All orders are sent with a tracking number. Once your item has been dispatched, you will receive an email with your tracking number.


The right of withdrawal only applies if the jars have not been opened and the box is intact. That means only when the goods are unused and in a resalable condition. Should this not be provided, we reserve the right to withhold the reimbursement of the purchase price if necessary.

In the event of a purchase cancellation and an agreed return shipment, the costs are borne by the buyer.

Please note: a return or return is only possible with an invoice.

You must send us an email before returning any item purchased online. Please send an email to with the subject “Return” and state your full name, the transaction ID and the reason for your return in the text of the email. We will get back to you within 24 hours. Please package the item in the same condition as it was when you received it and include a piece of paper that clearly shows your full name, transaction ID and whether you would like a refund or an exchange.

If you choose to exchange, please clearly state which item you would like to exchange. You then have to return the package to a post office counter. You have to pay the postage fee. Make sure you get a shipping certificate from the post office and keep it, as this serves as proof of delivery.

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