FAQ

FAQ – Frequently Asked Questions

Welcome to the Hearth & Sole Help Center!
Below you’ll find answers to our most common customer questions. If you still need assistance, please don’t hesitate to reach out — our team is always happy to help.

🛍 About Orders

Q1: How long does it take to process my order?
A: Orders are typically processed within 1–3 business days after payment is received. We do not ship on weekends or public holidays. Orders placed on Friday evenings or holidays will be processed on the next business day.

Q2: Can I change or cancel my order after placing it?
A: If your order hasn’t entered the packaging stage, we may still be able to cancel or modify it. Please contact us as soon as possible at leekarenvtcjg6214@gmail.com with your order number.

Q3: What payment methods do you accept?
A: We accept the following:

  • Credit/Debit Cards (Visa, MasterCard, American Express, Discover)

  • PayPal

  • Apple Pay / Google Pay

  • Shop Pay (installment options available for eligible orders)

Q4: I didn’t receive a confirmation email. What should I do?
A: Please check your spam or promotions folder, and ensure your email address was entered correctly. If you still can’t find it, contact our support team and we’ll resend it to you.

🚚 Shipping & Delivery

Q5: Do you ship internationally?
A: Yes! We currently ship to:

  • All U.S. states (including Hawaii and Alaska)

  • Canada, Australia, the UK, and selected EU countries
    You can verify availability for your location by entering your ZIP/postal code at checkout or by contacting us directly.

Q6: How long does shipping take?

  • Standard U.S. Shipping: 3–7 business days

  • Expedited U.S. Shipping: 1–3 business days

  • International Shipping: 7–21 business days (varies by destination and customs)

Q7: How do I track my order?
A: Once your order ships, you’ll receive an email with your tracking number and a link to track your package. You can also log into your account to view your order status.

Q8: My package says “delivered” but I haven’t received it.
A: Please double-check:

  • Was it accepted by a neighbor, roommate, or front desk?

  • Was it left at your mailbox, doorstep, garage, or parcel locker?
    If you still can’t locate it, contact us immediately — we’ll investigate with the shipping carrier.

🔁 Returns & Refunds

Q9: What is your return policy?
A: We accept returns within 30 days of delivery. Items must be unused and in their original condition and packaging. Please review our full Return Policy for details.

Q10: What items are non-returnable?
A: The following are not eligible for return:

  • Used or damaged products

  • Personalized or custom-made items

  • Final sale/clearance items

  • Opened beauty or hygiene products (for safety reasons)

Q11: Do I have to pay for return shipping?
A:

  • If the return is due to a defect or our error, we’ll cover the return shipping cost.

  • If it’s due to personal preference (e.g., wrong size or changed mind), you are responsible for return shipping.

Q12: When will I receive my refund?
A: Once your return is received and inspected, your refund will be processed within 5–10 business days to your original payment method.

🛡 Product Quality & After-Sales

Q13: What should I do if my item arrives damaged or defective?
A: Please take clear photos and email us at leekarenvtcjg6214@gmail.com within 72 hours of delivery. We’ll respond within 24 hours and arrange a replacement or refund.

Q14: Do your products come with a warranty?
A: Apparel and beauty products are not covered under warranty. For electronics or devices, please refer to the product description or contact us for warranty details.

🧾 Other Questions

Q15: Do you accept discount codes?
A: Absolutely! Enter your valid promo code at checkout in the “Discount Code” field. Please note that some promotions may not be combinable.

Q16: Can I send an order as a gift?
A: Yes! You can mark your order as a gift at checkout. We’ll remove price tags and, when applicable, include gift-ready packaging.

Q17: How can I contact you?
A:
📧 Email: rleekarenvtcjg6214@gmail.com
📍 Address: 114 S Star Ridge Cir, Spring, TX 77382, United States
We typically respond within 24 hours.