FAQs

What is your return policy?

We hope your Hearthstone order brings comfort and joy to your space. However, if you’d like to return an item, you may do so within 30 days of receiving your parcel. Return shipping is the responsibility of the customer and can be arranged via your local post office or preferred courier.

• Once your return has been received and checked, we’ll issue a refund to your original payment method. The timing may vary depending on your bank or payment provider.

Important notes:

• We strongly recommend obtaining proof of postage and tracking.

• If a return cannot be verified with tracking and is not received, we won’t be able to issue a refund.

• Hearthstone is not responsible for returns lost in transit or returned without valid tracking.

How to return?

Please visit our Contact page and email us with your enquiry.

We’ll send over the return form and return address. Be sure to include any relevant images or details so we can assist you promptly.

My package arrived damaged?

If your item arrives with significant damage, please get in touch with us immediately. We’ll offer a full refund after verifying the issue with photos.

Orders

I have not received my order?

At Hearthstone, we want every order to arrive safely and smoothly. Once an item is marked as delivered by Royal Mail, we are not liable for any refunds or replacements.

If your tracking shows an “Alert”, it may be due to one of the following reasons:

• The delivery address was incorrect or incomplete

• An invalid postcode or house number was provided

• The recipient could not be identified

• The parcel was refused at the door

• It was not collected in time

• There was no safe place to leave the parcel

Royal Mail may attempt delivery 1–3 times, depending on the situation. If they are unable to deliver, your item may be held at your local delivery office for up to 7 days before being returned to us.

We kindly ask you to collect your parcel within this time frame to avoid delays or additional shipping costs.

My order is incorrect?

We sincerely apologise. If you received the wrong item, we’ll issue a full refund once confirmed.

Order disputes

We do not accept returns for the following reasons:

• You changed your mind or no longer like the product

• The item does not match your personal preferences (e.g. colour, size, texture)

• Minor variations due to the handmade nature of the product

Please note: All items are carefully inspected before shipping. Each piece is made with natural materials and slight imperfections or variations are part of their unique character.

Shipping

Which countries do you ship to?

Currently, we ship within the United Kingdom only.

How long is the delivery period?

Orders typically arrive within 3–7 working days.