Question 1

How fast will my order ship?

Accepted Answer

In-stock orders placed before 1:00 PM ET Monday through Friday leave our Pennsylvania warehouse the same business day. Standard delivery lands in 2–5 business days anywhere in the contiguous United States, and you'll receive tracking by email the moment your box is scanned.

Question 2

Is shipping really free?

Accepted Answer

Yes. Every order over £75 ships free within the contiguous U.S. with no surcharges or handling fees. Orders under £75 ship for a flat £6.95. Alaska, Hawaii, and U.S. territories are quoted at checkout.

Question 3

What is your return policy?

Accepted Answer

You have 60 days from delivery to return anything unused and in its original packaging for a full refund, and we cover the return label on any item that arrives damaged or incorrect. Refunds post to your original payment method within 3–5 business days of arrival at our warehouse.

Question 4

Are your products made to last?

Accepted Answer

Every Hearthline Decor piece is developed with a small group of long-standing mills, potteries, and workshops and tested in real homes for at least six months before launch. Hard goods carry a 5-year structural guarantee; textiles carry a 2-year workmanship guarantee.

Question 5

Do you offer trade or bulk pricing?

Accepted Answer

We do. Interior designers, stagers, hospitality buyers, and property managers can apply for the Hearthline Decor Trade Program for tiered pricing, dedicated support, and priority allocation on limited runs. Email us and we'll get you set up within two business days.

Question 6

How do I care for natural materials?

Accepted Answer

Each product page includes complete care instructions for that specific material — stoneware, washed linen, seagrass, acacia, and cotton all behave differently. When in doubt, our team is happy to walk you through it over the phone.

Question 7

Can I change or cancel an order?

Accepted Answer

Reach out within two hours of placing your order and we can almost always change the address, swap an item, or cancel entirely. After the box is scanned by the carrier, treat it as a return.

Question 8

Is checkout secure?

Accepted Answer

Yes. All traffic is encrypted with 256-bit TLS, payments are processed by PCI-DSS Level 1 certified providers, and we never store full card numbers on our servers.

Frequently asked questions

Still have a question?