Simple And Clear Returns Information
We want customers to feel confident when shopping with Hook & Hearth. This policy explains our approach to returns, refunds and order issues.
1. Return Requests
Customers may request a return within 14 days of receiving their order. Items should be unused, in their original condition and include any original packaging where applicable.
To request a return, please contact our support team with your order details and the reason for the request.
2. Items Not Eligible For Return
Some items may not be suitable for return where they have been used, damaged after delivery, or are no longer in their original condition.
This does not affect your rights where products arrive faulty or do not match the order details.
3. Damaged Or Incorrect Items
If your order arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery.
Please provide your order information and details of the issue so we can review the request and assist with the next steps.
4. Refund Process
Once a returned item has been received and checked, we will confirm the outcome of the refund request.
Approved refunds are normally processed within 3–7 working days after approval. The time required for funds to appear may vary depending on the customer’s payment provider.
5. Return Delivery Costs
Customers may be responsible for return delivery costs unless the item received is incorrect, damaged or affected by an issue covered under this policy.
6. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible. Requests received before order preparation begins will be reviewed where possible.
Once an order has been prepared or dispatched, cancellation may no longer be available and the return process may apply.
7. Contact Information
For questions about returns or refunds, please contact our team.
E&M RETAIL LTD
Trading as Hook & Hearth
256 Old Chester Road
Birkenhead
United Kingdom
CH42 3TF
Phone: +44 121 502 7713
Email: support@hookhearth.co.uk