Help & Support

Hearthlyre Return Policy

We want you to be delighted with your Hearthlyre purchase. If you need to return an item or report a problem, you can do so via the "My Orders" section of your account.

Our General Returns Policy

We accept returns for most items within 30 days of delivery.

To be eligible for a return, items must be:

• In original, undamaged, and re-saleable condition.
• Complete with all original parts, accessories, tags, and instructions.
• Securely repackaged. If the original packaging is damaged or unavailable, please use a suitably sized box. Items delivered unassembled must be returned unassembled. Rugs should be returned rolled and protected with suitable materials.

Holiday Returns Extension:

An extended returns window is typically offered during the peak holiday period. All articles purchased between 1 November and 31 December can be returned until 31 January.
How to Initiate a Return

1.  Sign in to your Hearthlyre account and visit "My Orders".

2.  Locate the relevant item and select the "Return Item" option.

3.  Follow the prompts to complete the online form, indicating your reason for return and preferred refund method.

After setting up the return, you will receive a confirmation email with detailed instructions and any necessary labels within 24 hours. If you do not receive it, please check your junk mail folder and ensure `support@hearthlyre.com` is on your safe sender list.

A Note on Discount Offers: Occasionally, we may present a one-time "Keep It" discount as a gesture of goodwill, allowing you to retain the item at a reduced price. You are welcome to accept this offer or proceed with the standard return process.

Return Shipping Charges

A return shipping and handling charge applies and will be deducted from your refund. This allows us to maintain competitive prices across our range.

Approximate Charge Guide:

• Small Standard Items (e.g., decorative accessories): £4 - £8
• Medium Furniture & Decor (e.g., dining chairs, rugs): £12 - £35
• Large Furniture(e.g., sofas, beds, wardrobes): £35 - £90+ (The exact charge will be confirmed when you initiate the return)

Method Carrier Cost (per item)

• Small Parcel: Drop off <10kg DPD £6.99
• Small Parcel: Drop off <10kg (Printer or QR Code) Evri £4.99
• Small Parcel: Collection <30kg (Requires Printer) Evri £4.99
• Small Parcel: Collection <10kg DPD £10.00
• Large Parcel 1 Man: Collection 10kg-25kg (Kerbside) AIT Home Delivery £20
• Large Parcel 2 Man: Collection >25kg (Room of choice) AIT Home Delivery £50

Charges are applied per item.

Please note: If you refuse delivery or an order is returned to us in transit, applicable return charges will be levied and deducted from any refund due.

Processing Refunds

*   Your refund will be initiated once the returned item is received and inspected at our returns centre.

*   Refunds are issued to the original payment method. Please allow 5-10 working days for the refund to be processed and appear in your account, though timescales can vary by bank or card issuer.

*   Full Order Return/Cancellation: The full item value and any original delivery charge will be refunded.

*   Partial Order Return: Any original delivery charge will be refunded proportionally based on the value of the returned item(s).

Policies for Specific Items

1. Compact Sofa/Mattresses/Bed with Compressed Packaging (No-Assembly Design):

*   If unsatisfied, you may return the item within this period, subject to a £25 - £50 return processing and refurbishment fee.

*   Furniture must be returned in a clean, hygienic condition, free from stains or odours, and with packaging of a similar size if the original is unavailable.

*   Important Advice: Allow your new Compact Sofa/Mattresses/Bed (No-Assembly Design) 48-72 hours to fully air and expand. If you are still unsatisfied with the Compact Sofa/Mattresses/Bed after it has fully expanded within 72 hours, please contact us to arrange a return.

2. Custom & Personalised Items:

*   Made-to-order items (e.g., custom sizes or fabrics) and personalised products are excluded from our standard returns policy unless faulty or not as described. Please verify all details before completing your purchase.

3. Bulky/Heavy Items (e.g., large fitted furniture, substantial garden sets):

*   Returns for items that exceed standard carrier specifications require special arrangements. Please contact our Customer Service team for personalised assistance.

Return Shipping Methods

1. Small/Medium Items:

You may choose from:

*   Drop-Off: Use the provided prepaid return label at a designated carrier drop-off point.

*   Scheduled Collection: Book a collection from your address (a convenience fee may apply for this service).

2. Large Furniture:

We will arrange for a specialist two-person team to collect the item. Please return your furniture in its original condition and packaging, or secure it using similar packaging if the original is unavailable.

3. Non-Returnable Items

The following are considered final sale and are not eligible for return:

*   Custom, made-to-order, or personalised products (as stated above).

*   Items that have been damaged through customer misuse, incorrect assembly, or improper care.

*   Items explicitly marked "Non-Returnable" or "Final Sale" on the product page or at checkout.

*   Opened bedding, bath textiles, and hygiene-related products for health and safety reasons.

Additional Important Information

*   You may cancel a return request via your account. However, if a collection driver still arrives, please kindly inform them that the return has been cancelled.

*   If you need to Change a Scheduled Collection Address after a return has been arranged, please contact our Customer Service team at least 24 hours before the scheduled collection time, and we will liaise with the carrier on your behalf to facilitate the change.

*   Returns arising from faulty goods or an error on our part will be collected at our expense with a prepaid label provided.

*   We do not process direct exchanges. To exchange an item, please return the original for a refund and place a separate new order.

*   If you receive an incorrect, damaged, or faulty item, please contact us promptly at `support@hearthlyre.com`.

 

We want you to be delighted with your Hearthlyre purchase. If you need to return an item or report a problem, you can do so via the "My Orders" section of your account.

Our General Returns Policy

We accept returns for most items within 30 days of delivery.

To be eligible for a return, items must be:

• In original, undamaged, and re-saleable condition.
• Complete with all original parts, accessories, tags, and instructions.
• Securely repackaged. If the original packaging is damaged or unavailable, please use a suitably sized box. Items delivered unassembled must be returned unassembled. Rugs should be returned rolled and protected with suitable materials.

Holiday Returns Extension:

An extended returns window is typically offered during the peak holiday period. All articles purchased between 1 November and 31 December can be returned until 31 January.
How to Initiate a Return

1.  Sign in to your Hearthlyre account and visit "My Orders".

2.  Locate the relevant item and select the "Return Item" option.

3.  Follow the prompts to complete the online form, indicating your reason for return and preferred refund method.

After setting up the return, you will receive a confirmation email with detailed instructions and any necessary labels within 24 hours. If you do not receive it, please check your junk mail folder and ensure `support@hearthlyre.com` is on your safe sender list.

A Note on Discount Offers: Occasionally, we may present a one-time "Keep It" discount as a gesture of goodwill, allowing you to retain the item at a reduced price. You are welcome to accept this offer or proceed with the standard return process.

Return Shipping Charges

A return shipping and handling charge applies and will be deducted from your refund. This allows us to maintain competitive prices across our range.

Approximate Charge Guide:

• Small Standard Items (e.g., decorative accessories): £4 - £8
• Medium Furniture & Decor (e.g., dining chairs, rugs): £12 - £35
• Large Furniture(e.g., sofas, beds, wardrobes): £35 - £90+ (The exact charge will be confirmed when you initiate the return)

Method Carrier Cost (per item)

• Small Parcel: Drop off <10kg DPD £6.99
• Small Parcel: Drop off <10kg (Printer or QR Code) Evri £4.99
• Small Parcel: Collection <30kg (Requires Printer) Evri £4.99
• Small Parcel: Collection <10kg DPD £10.00
• Large Parcel 1 Man: Collection 10kg-25kg (Kerbside) AIT Home Delivery £20
• Large Parcel 2 Man: Collection >25kg (Room of choice) AIT Home Delivery £50

Charges are applied per item.

Please note: If you refuse delivery or an order is returned to us in transit, applicable return charges will be levied and deducted from any refund due.

Processing Refunds

*   Your refund will be initiated once the returned item is received and inspected at our returns centre.

*   Refunds are issued to the original payment method. Please allow 5-10 working days for the refund to be processed and appear in your account, though timescales can vary by bank or card issuer.

*   Full Order Return/Cancellation: The full item value and any original delivery charge will be refunded.

*   Partial Order Return: Any original delivery charge will be refunded proportionally based on the value of the returned item(s).

Policies for Specific Items

1. Compact Sofa/Mattresses/Bed with Compressed Packaging (No-Assembly Design):

*   If unsatisfied, you may return the item within this period, subject to a £25 - £50 return processing and refurbishment fee.

*   Furniture must be returned in a clean, hygienic condition, free from stains or odours, and with packaging of a similar size if the original is unavailable.

*   Important Advice: Allow your new Compact Sofa/Mattresses/Bed (No-Assembly Design) 48-72 hours to fully air and expand. If you are still unsatisfied with the Compact Sofa/Mattresses/Bed after it has fully expanded within 72 hours, please contact us to arrange a return.

2. Custom & Personalised Items:

*   Made-to-order items (e.g., custom sizes or fabrics) and personalised products are excluded from our standard returns policy unless faulty or not as described. Please verify all details before completing your purchase.

3. Bulky/Heavy Items (e.g., large fitted furniture, substantial garden sets):

*   Returns for items that exceed standard carrier specifications require special arrangements. Please contact our Customer Service team for personalised assistance.

Return Shipping Methods

1. Small/Medium Items:

You may choose from:

*   Drop-Off: Use the provided prepaid return label at a designated carrier drop-off point.

*   Scheduled Collection: Book a collection from your address (a convenience fee may apply for this service).

2. Large Furniture:

We will arrange for a specialist two-person team to collect the item. Please return your furniture in its original condition and packaging, or secure it using similar packaging if the original is unavailable.

3. Non-Returnable Items

The following are considered final sale and are not eligible for return:

*   Custom, made-to-order, or personalised products (as stated above).

*   Items that have been damaged through customer misuse, incorrect assembly, or improper care.

*   Items explicitly marked "Non-Returnable" or "Final Sale" on the product page or at checkout.

*   Opened bedding, bath textiles, and hygiene-related products for health and safety reasons.

Additional Important Information

*   You may cancel a return request via your account. However, if a collection driver still arrives, please kindly inform them that the return has been cancelled.

*   If you need to Change a Scheduled Collection Address after a return has been arranged, please contact our Customer Service team at least 24 hours before the scheduled collection time, and we will liaise with the carrier on your behalf to facilitate the change.

*   Returns arising from faulty goods or an error on our part will be collected at our expense with a prepaid label provided.

*   We do not process direct exchanges. To exchange an item, please return the original for a refund and place a separate new order.

*   If you receive an incorrect, damaged, or faulty item, please contact us promptly at `support@hearthlyre.com`.

Assembly is charged at £13.75 per 15 minutes.

For example:

30 minutes = £27.50

45 minutes = £41.25

Packaging Removal: £7.50 per item