FAQ's
WHERE DOES THE COMPANY OPERATE FROM?
Hearthly Home is Australian Owned & Operated. We have warehouses in NSW & Melbourne.
IS DELIVERY FREE?
Delivery is free for selected products. Please see the shipping fee calculator at checkout for more details.
HOW LONG IS DELIVERY?
All orders will be processed and dispatched from our warehouse within 24-48 hours while delivery can take anywhere between 4-14 business days.
HOW DO I CONTACT YOU?
You can reach out to us via email: support@hearthlyhome.com.au
MY ORDER ARRIVED, AND IT IS BROKEN.
We do our best to make sure that your products are shipped safely, but sometimes, items get damaged along the way. We are more than happy to issue a full refund for your item, provided you contact us within 14 days of receiving the item. We will also require you to send detailed pictures and information to us about the damage. You may be required to send the item back to us. The item must be unworn, unwashed and unused and within its original packaging.
MY ORDER ARRIVED AND IT WAS BROKEN, BUT I REALLY LOVE THE PRODUCT AND DON'T WANT A REFUND, I JUST WANT THE PRODUCT I ORDERED.
If you really love your item, instead of a refund, we may resend the same item to you. In most instances, this will be free of charge.
I HAVE EMAILED YOU ENQUIRING ABOUT A REFUND, WHEN CAN I EXPECT TO HEAR BACK?
We endeavour to respond to all enquiries within 5 days.
I PAID FOR MY ORDER WITH MY FRIENDS CREDIT CARD, CAN YOU REFUND THE ORDER BACK ONTO A DIFFERENT CARD?
Unfortunately all refunds are processed onto the original payment method used. This means that the card or account originally used to make the payment is where the refund will go.
I AM RETURNING MY ITEM, WHO PAYS FOR THE RETURN SHIPPING?
Unfortunately we do not pay shipping costs for returning an item. You will need to pay to ship the item back to us.
I AM RETURNING MY ITEM, WHERE DO I SEND IT?
Contact us at: support@hearthlyhome.com.au
Contact us at: support@hearthlyhome.com.au
We will provide a return shipping address.
I ORDERED SOMETHING ABOUT 3 MONTHS AGO AND NOW I WANT TO A REFUND.
Unfortunately, to be eligible for a refund, you must contact us to initiate the refund within 14 days of receipt of the item. Don't worry, the 14 days doesn't start when you place the order, so if there are shipping delays this won't affect your ability to obtain a refund.
HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY REFUND?
Please allow up to 10 business days for your refund to be processed. Once the refund has been processed, depending on your payment method, it may take up to 4 business days to appear in your account. We will keep you posted along the way, and if you have any queries do not hesitate to contact us.