FREQUENTLY ASKED QUESTIONS

I WANT TO PLACE AN ORDER, HOW DO I CONTACT YOU? IF you have a query or problem regarding an order, delivery or a product, you can contact Customer Service on 020 7263 9886 Mon-Fri 8am-8pm or email orders@handandheart.co.uk.

DO YOU SHIP ABROAD? 
Yes, we do offer delivery to a wide range of international destinations. Postage is based on destination, weight and size of box. We will hold your order until you have confirmed the quote for the shipping cost. Your card will be charged once you have confirmed that you are happy to cover all the costs. 

DO YOU OFFER GIFT WRAPPING? 
All our products are beautifully wrapped, we can include a gift card if it is a present - just let us know when you are placing your order.

WHAT IS YOUR ETHICAL POLICY? 
We try keeping packaging to a minimum and recycle all we can in warehouse and office.  However, please bear in mind that we also need to make sure that the goods arrive in perfect condition so that they only need to be sent once.  We currently don't produce a brochure and our aim is that we will carry out our business online. Any paper that we use is sourced from a chain of custody certified (COC) manufacturers to ensure the pulp is sourced from sustainable forestation.

ORGANIC PRODUCTS AND NATURAL DYES 
Many of our designers use organic products but we do try and give as much information in the product descriptions as possible.  

FAIRTRADE PARTNERSHIP 
It is our mission to source artisanal, hand made products from all over the UK that are unusual and hard to find. .

WHAT INFORMATION DO YOU COLLECT? 
When an account is opened we will ask for your name, home address, telephone number, email address. When a purchase is made we will also ask for the delivery address, payment details.

Please note that in assessing your request for goods, we may use your information for security checks and for the purpose of the prevention and detection of fraud.

I RETURNED MY ORDER, HOW LONG WILL A REFUND TAKE? 
Please allow 5 working days for a parcel and paperwork to reach us and 3 working days for your account to be credited.

CAN I ORDER OUT OF STOCK ITEMS? 
Sadly not.  The nature of the products that we sell mean that often only a limited number of each are made.  We would be very happy to speak to the designer though and see if they would be able to make you another one or something similar.  

HOW DO I ADD MY DETAILS TO THE MAILING LIST? 
Subscribe to our newsletter on the homepage of this site and we will add you to our regular mailing list.

HOW CAN I ORDER A CATALOGUE 
We don't produce a catalogue.  If you feel you need more information please do call us on 020 7263 9886 or email us at hello@handandheart.co.uk and we will be very happy to help.

CAN I RETURN AN ITEM IF I CHANGED MY MIND? 
Yes. If you are not happy with your purchase for any reason, you can return it for a refund up to 21 days from receipt of goods. The returned product must be in perfect condition and complete with original swing tags and packaging.

HOW DO I UNSUBSCRIBE? 
Each newsletter has an unsubscribe link. This is the fastest and most efficient way to unsubscribe. 

WHAT IF I FORGET MY PASSWORD? 
On the Login page you will find a 'forgot your password'? link. Click this and enter your email address and we will send you a new password. You may later change the password.

YOUR DELIVERY ARRIVED DAMAGED? 
Call Customer Service 0207 263 9886  (Monday-Friday 8am-8pm) or email orders@handandheart.co.uk