At Hearth & Home Store, we’re committed to delivering your premium dining furniture with care and ensuring your complete satisfaction. Below you’ll find all the details about our shipping options and return process.
Shipping Information
Order Processing
We carefully prepare each piece of furniture for its journey to your home. All orders are processed within 1-2 business days after payment confirmation.
Shipping Options
We offer two shipping methods to suit your needs:
1. Standard Shipping
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Flat rate: $12.95 USD
- Recommended for faster delivery
2. Free Shipping
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
- Free for orders over $50 USD
- Economical option for larger orders
Note: Delivery times are estimates and may vary depending on destination. Some remote areas in Asia and other regions may have extended delivery times or may not be serviceable.
International Shipping
We ship worldwide (excluding certain remote areas in Asia). International customers are responsible for any customs fees or import duties, which are non-refundable.
Returns & Exchanges
While we take pride in crafting heirloom-quality dining furniture, we understand that sometimes a return may be necessary. Our policy is designed to be fair while protecting the integrity of our handcrafted pieces.
Return Policy Overview
- Return window: 15 days from delivery date
- Condition: Items must be unassembled, unused, in original packaging with all protective materials
- Required: Original receipt or proof of purchase
Non-Returnable Items
Due to their custom nature, the following cannot be returned:
- Items marked “final sale” or “custom order”
- Products with special-order fabrics or finishes
- Any assembled, used, or damaged items
Return & Exchange Process
Step 1: Initiate Your Request
Email our customer service at [email protected] within 15 days of delivery including:
- Your order number
- Photos of the item(s)
- Reason for return
Step 2: Receive Authorization
Our team will review within 2 business days and provide:
- Return authorization (if approved)
- Shipping instructions
- Prepaid return label (for defective items only)
Step 3: Package and Ship
Carefully repackage in original materials and ship to:
3986 Lake Forest Drive
La Grange, NY 12540
USA
Step 4: Refund or Exchange
After we receive and inspect your return:
- Refunds: Processed within 5 business days
- Exchanges: Replacement ships within 3 business days
Return Shipping Costs
Customers are responsible for return shipping unless:
- We shipped the wrong item
- The item arrived defective or damaged
Refund Timeline
Once processed, refunds typically appear as follows:
- Credit cards: 5-10 business days
- PayPal: 3-5 business days
Note: Your bank may require additional processing time.
Damaged or Defective Items
If your furniture arrives damaged, please contact us immediately at [email protected] with photos. We’ll arrange a replacement or refund and cover all shipping costs.
Sample Return Request Email
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Hearth & Home Store Customer Service,
I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].
Item(s) to return/exchange: [Product Name] – [Quantity] – [Color/Finish]
Reason for return/exchange: [Please describe your reason]
Preferred resolution: [Refund/Exchange for (specify product if exchanging)]
Attached are photos of the item(s) as requested in your returns policy. Please let me know the next steps at your earliest convenience.
Best regards,
[Your Full Name]
[Your Contact Information]
Need Assistance?
Our customer service team is happy to help with any shipping or return questions. Contact us at [email protected] and we’ll respond within 2 business days.
Thank you for choosing Hearth & Home Store. We’re honored to help furnish the heart of your home with our handcrafted dining furniture.