Frequently Asked Questions

We want shopping with Hearth & Amble to feel simple and reassuring. Below you'll find answers to some of the questions we're asked most often.

If you can't find what you're looking for, our friendly team is always happy to help.

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Delivery

How long will my order take to arrive?

We aim to have your order on its way as quickly as possible.

Delivery times can vary depending on the item you've ordered, your delivery address and the courier service used. Once your order has been dispatched, you'll receive tracking information where a tracked delivery service is available.

Please allow a little extra time during particularly busy periods, weekends and UK bank holidays.

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Can I track my order?

Yes. Where a tracked delivery service is used, we'll provide tracking information once your order has been dispatched.

If your tracking hasn't updated immediately, don't worry — it can sometimes take a little time for the courier's system to register the parcel.

If your order appears to be delayed beyond the expected delivery period, please contact us and we'll be happy to look into it for you.

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Do you deliver throughout the UK?

Yes. We deliver to addresses throughout the UK, subject to any restrictions that may apply to individual products or delivery locations.

Please take care when entering your delivery address at checkout, as incorrect or incomplete addresses can cause delays.

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Orders

Can I change or cancel my order after placing it?

We understand that sometimes you may need to make a change.

If you need to amend or cancel an order, please contact us as soon as possible after placing it. We'll do our best to help, but orders that have already entered the fulfilment or dispatch process may not be able to be changed or cancelled.

Once an order has been dispatched, our normal returns process will apply.

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What happens if I receive the wrong item or something is missing?

We're sorry if something isn't quite right with your order.

Please contact us as soon as possible, quoting your order number and explaining what is missing or incorrect.

We may ask you to provide photographs to help us investigate the issue. Once we've looked into it, we'll work with you to arrange the appropriate solution.

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What happens if my order arrives damaged?

We're sorry if your order arrives damaged.

Please get in touch with us as soon as possible and include your order number along with clear photographs of the damaged product and packaging.

This allows us to investigate the issue with the relevant delivery and fulfilment teams and arrange an appropriate resolution.

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Returns & Refunds

Can I return something if I've changed my mind?

Yes, in most cases.

Items returned because you've changed your mind should generally be **unused, unopened, in their original packaging and in a condition suitable for resale**.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Return postage for unwanted or change-of-mind items is normally the customer's responsibility.

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Are there any products that can't be returned?

Some products cannot be returned for hygiene or safety reasons once opened or used.

These can include certain cosmetics, personal-care products, earrings and sealed hygiene products.

This does not affect your statutory rights where an item is faulty, damaged or not as described.

If you're unsure whether an item can be returned, please contact us before opening or using it.

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What if my item is faulty?

We're sorry if you've received a product that isn't up to standard.

Please contact us as soon as possible with your order number and details of the problem. We may request photographs or additional information to help us assess the issue.

Where a genuine fault is confirmed, we'll work with you to arrange an appropriate remedy in accordance with your consumer rights and our returns policy.

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Our Products

Will my item look exactly like the photograph?

We make every effort to ensure our photographs and descriptions accurately represent our products.

However, some of our products are handmade or made using natural materials. As a result, natural variations in colour, texture, pattern, shape or fragrance can occur.

These little differences are often part of what makes an individual product unique.

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Will I receive the exact colour or design shown?

Where a product is available in assorted colours, patterns or designs, the specific variation shown in the photograph may not always be available.

Where this applies, an item from the available assortment may be supplied.

Product descriptions will provide further information wherever possible, so we recommend checking the listing carefully before ordering.

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Does the price include everything shown in the photograph?

Not necessarily.

Some product photographs are styled to show how an item might look in your home and may include additional props or accessories that aren't included with the purchase.

Please refer to the product description and quantity information to see exactly what is included.

If you're unsure, we're always happy to help before you place your order.

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