FAQ

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We also accept payment by PayPal or Shop Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Shop Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.hearthhomeliving.com/register and follow the instructions on-screen.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please Contact Us just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, Contact Us we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product.

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.

 

Orders that require shipping within the U.S. will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of the U.S. and custom orders may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

We ship to US and Canada

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to this delivery cost table Shipping Policy to check the postage fees for different destination countries. If your order value is more than $50, we provide free shipping within the U.S.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

We hope you like what you ordered.  But in case you don't we're here to help with free returns for online orders.  We stand behind the quality of our products.  If you aren't satisfied with your order, we have a 30-day return policy, which means you have 30 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us. Please include the order number and your contact information - please allow one business day for a response.  You can also use our Chat feature to start the process online, please have your order number handy to help the process go more quickly.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions  Contact us

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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 too.
If more than 15 business days have passed since we’ve approved your return, please contact us 

 

 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us. Please include the order number and your contact information - please allow one business day for a response.  You can also use our Chat feature to start the process online, please have your order number handy to help the process go more quickly.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions  Contact us

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touchwith your order number and ask for it to be resent to you.  

Contact Us

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and Contact Us with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift cards are ideal if you’re not sure what to get that special person in your life. Simply buy a gift card instead for the value of $10, $20, $50 or $100.