FAQ

Need help? We’re here for you!

If you have any questions, feel free to email us at info@hearthandhazel.uk – we aim to respond within 24 hours. Before reaching out, take a look at our Frequently Asked Questions – your answer might already be there!

Frequently Asked Questions (FAQ)

When will my order arrive?
Orders are processed within 1–2 business days. Shipping usually takes 5–7 business days depending on your location. If your delivery is delayed, please contact us.

Where can I find my tracking number?
Once your order has shipped, you’ll automatically receive an email with your tracking number. Be sure to check your spam or junk folder. Please note that the tracking link may take a short time to become active.

How can I track my order?
You can track your parcel at any time via the following link:
https://hearthandhazel.uk/apps/parcelpanel

How do I return an item?
Send us an email at info@hearthandhazel.uk with your order number and reason for the return. We’ll then provide you with the next steps.

Can I change my delivery address after placing an order?
If your order hasn’t been shipped yet, we may be able to update your address. Please contact us as soon as possible with your name, order number, and new address.

What should I do if I received a damaged item?
We’re sorry to hear that! Please email us your order number along with a description or photo of the issue. We’ll take care of it promptly.

What if my order is incomplete or damaged?
If something is missing or broken, please contact us within 30 days. Our 30-day money-back guarantee covers these situations.

How long does shipping take?
After processing, delivery typically takes 5–7 business days. All shipping details will be included in your order confirmation.

What condition must returns be in?
Returned items must be unused, in perfect condition, and in their original packaging.

Who pays for return shipping?
If the item is defective or damaged, we’ll cover the return shipping costs. In all other cases (e.g., size exchanges), the customer is responsible for return shipping.

What if I ordered the wrong size?
Please contact us as soon as possible. We’ll help you choose the right size and adjust your order if it hasn’t shipped yet.

Contact Information

Store Name: Hearth & Hazel
Address: 2 Lansdowne Rd, Croydon, London, CR9 2ER, United Kingdom
Email: info@hearthandhazel.uk
Phone: +447877415002
Customer Service Hours: Monday to Friday – 9:00 AM to 5:00 PM

We strive to respond within 24 hours.