FAQs
How can I contact Heart of Hearth?
You can email us at info@heartofhearth.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes.
Where do you ship from?
We ship from the USA, UK, and EU, depending on your location. This means faster delivery and less environmental impact.
Can I change or cancel my order?
As each item is made to order especially for you, we’re unable to accept cancellations once an order has been placed. This is because we work with a trusted partner who begins fulfilling your item shortly after it's submitted.
Please double-check your order details before placing it, and feel free to reach out if you have any questions—we’re always here to help!
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
Please allow extra time for your order to be processed during holidays and sale seasons. Orders are processed between Monday and Friday.
Orders will be processed within 2–5 business days from the order date and shipped the next day after the processing day. Please note that there are no shipments on weekends.
How long will it take to receive my order?
Production time: usually takes 2–5 business days.
Shipping time:
USA: 3–6 business days
UK & Europe: 3–7 business days
Rest of world: 5–15 business days
What if I don't receive my order?
If you don't receive your order within 15 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
In most cases, no—orders are fulfilled from the nearest facility to your location whenever possible (e.g. USA, UK, EU), which helps avoid customs delays and extra charges.
If you're ordering from a country where customs fees may apply, it's rare—but possible. Any duties or taxes are the responsibility of the buyer, but again, this is very uncommon.
How do I return an item?
All items are made to order just for you, which means we do not accept returns or exchanges.
However, if your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery and we’ll be happy to resolve the issue. We ask for a photo to help process a replacement or refund
Please contact us at info@heartofhearth.com
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, the refund will be sent to your card-issuing bank within 7–10 business days.
If you haven’t received your refund after that time, here’s what to do: Check with your bank or credit card company—it may take some time before the refund is officially posted.