Frequently Asked Questions

Last updated: August 21, 2026

Where does HEARTH & HUE deliver?

We deliver to the Netherlands, Germany, Belgium, Luxembourg, France, Denmark and Austria.

Where are orders fulfilled?

Orders are fulfilled from the Netherlands.

How long does order processing take?

Processing normally takes 1–2 business days.

Orders are processed Monday through Friday, excluding Dutch public holidays. We do not process orders on weekends or Dutch public holidays.

What is the daily cut-off time?

The cut-off time is 14:00 Netherlands time.

Orders placed after 14:00 begin processing on the next business day.

How long does delivery take?

Estimated transit times after processing are:

Netherlands: 1–2 business days.
Germany, Belgium and Luxembourg: 3–5 business days.
France, Denmark and Austria: 5–8 business days.

Processing time of 1–2 business days must be added to these transit estimates.

How much is shipping?

Standard shipping is free.

HEARTH & HUE LLC bears all standard outbound delivery costs. We also bear the shipping cost for authorized returns and provide a prepaid return label.

Can I cancel my order?

You may request cancellation before dispatch by emailing support@hearthandhuehome.com.

If the order has already been dispatched, you may use the return procedure after delivery.

What is the return period?

We provide a 30-day commercial return period beginning on the date of delivery.

EU consumers also have a statutory right to withdraw from an online purchase within 14 days after delivery without giving a reason.

How do I request a return?

Email support@hearthandhuehome.com with your order number and the items you wish to return.

We will provide authorization, the complete return address, instructions and a prepaid label. Send the return within 14 days after receiving the instructions.

Contacting customer service does not restrict your ability to exercise the statutory withdrawal right within the legal deadline.

Do I have to pay return shipping?

No. HEARTH & HUE LLC bears the cost of authorized return shipping and supplies a prepaid label.

Are any products non-returnable?

We do not designate any HEARTH & HUE product category as non-returnable.

Products should be handled only as necessary to assess their nature, characteristics and functioning. Mandatory rights concerning defective or non-conforming goods always remain available.

When will I receive my refund?

Approved refunds are processed to the original payment method within five business days after we receive and inspect the return.

The bank or payment service provider may need an additional 5–10 business days to post the funds.

Can I exchange an item?

We do not process direct exchanges. Return the original item for a refund and place a new order for the preferred product, size or color.

What if my item is damaged or incorrect?

Email support@hearthandhuehome.com with the order number and photographs where available. We will review the matter and provide an appropriate remedy without charge.

What payment methods are accepted?

The store supports American Express, Apple Pay, Bancontact, Diners Club, Discover, Google Pay, Mastercard, PayPal, Shop Pay and Visa. The methods available for an individual order appear at checkout.

What legal guarantee applies?

EU consumers receive the applicable statutory conformity guarantee, including at least the minimum protection required by EU and national law.

If a product is defective, not as described or otherwise non-conforming, remedies may include repair, replacement, price reduction or refund in accordance with applicable law.