FAQ - Frequently Asked Questions
ORDER & PAYMENT
1. What payment methods do you accept? We accept all major credit cards (VISA, Mastercard, AMEX) for a secure and easy checkout process.
2. How do I know my payment is secure? Your security is our top priority. Our website uses SSL encryption technology to protect your personal information. All payments are processed through fully secure and reputable payment gateways. We never store your credit card details.
3. Can I change or cancel my order? We process orders quickly to get them to you as soon as possible. If you need to change or cancel your order, please contact us at support@hearthandhound.co.uk within 12 hours of placing it. We’ll do our best to help, but we cannot guarantee changes after this window.
SHIPPING & DELIVERY
4. Where do you ship from? To offer you the best prices and a unique selection of products, we partner directly with the best manufacturers. Your order will be shipped directly from our trusted partner's warehouse. This allows us to cut out the middleman and pass the savings directly on to you.
5. How long will my order take to arrive? Please allow 1-3 business days for us to process your order. After it's dispatched, our standard delivery time within the UK is typically 7-12 business days. You will receive a tracking number via email as soon as your order is on its way.
6. How much does shipping cost? Great news! We offer free, tracked shipping on all orders to anywhere in the United Kingdom. The price you see is the price you pay.
7. I ordered multiple items, but only received one. Where is the rest of my order? To get your items to you as quickly as possible, we sometimes ship products from different partners. This means you might receive your items in separate packages and on different days. Don't worry, the rest of your order is on its way!
RETURNS & GUARANTEE
8. What is your return policy? We stand by our products with our 30-Day Happiness Guarantee. If you're not completely satisfied with your purchase for any reason, you can return it to us for a full refund or exchange. Please visit our Refund Page for more details on how to start a return.
9. My item arrived damaged. What should I do? We’re so sorry to hear that! Please contact our customer support team at support@hearthandhound.co.uk within 48 hours of receiving your order. Be sure to include your order number and a photo of the damaged item, and we'll arrange for a replacement or refund straight away.
ABOUT US
10. Are you a UK-based company? Yes, we are! We are a proudly UK-based team of passionate pet lovers. While our products are sourced from top global partners to ensure quality and value, our business operations and friendly customer support are all handled right here in the United Kingdom.