Who are Home of Hart?
Home of Hart is an Australian business founded in 2019 and based in Sydney, NSW.
We are excited and proud to design and create pieces for your home, and we love to do what we can to make the Home of Hart experience nothing short of perfect.
The small things really do matter to us, and we take great care to ensure that your Home of Hart pieces bring you and your home happiness.
How long does it take to make my order?
We pride ourselves on our design quality and the finish of each piece, and every order is lovingly made with care and attention to detail.
Pieces are typically made when an order is placed, which makes every order that little bit more special to us.
We aim to make an order within 5 business days before it can be shipped, and in most cases this will be much quicker.
We understand that you may need an order urgently so please contact us and we will do our very best to accommodate you.
What is my order made of?
We use the highest quality wooden materials which are sourced responsibly and locally, and used sparingly.
Because of the nature of wood, we cannot guarantee that the order you receive is exactly as pictured on our website, however please be assured that your order will be created as close to the pictures and descriptions provided as possible.
We also use high quality acrylic for some of our products. This is used sparingly, and any offcuts are disposed of responsibly and carefully.
What payment options are offered?
Orders can be placed with Visa or Mastercard using a credit or debit card, Google Pay, PayPal, Apple Pay, or Afterpay.
What is your refund/exchange policy?
We ask that you please place your order carefully as we do not offer refunds should you change your mind. This is because each order is made individually which requires time and materials.
Exchanges and alterations can be made within 24hrs of placing your order – please contact us as soon as possible via firstname.lastname@example.org.
In the unlikely event of you receiving a piece that has been made with faults, please contact us within 7 days via email@example.com.
Please also note that pieces with faults may require shipping back to Home of Hart before a replacement can be sent.
We are people too, and we know just how important customer experience is for a business. This means that we will make every effort to provide you with an exceptional service throughout every step of the way.
Do you ship outside of Australia?
Currently Home of Hart only ships domestically within Australia, however international shipping is on the agenda for the future.
When will I receive my order?
We aim to ship orders as soon as they are made, and all orders will be sent via Australia Post with tracking details provided.
We offer two types of flat rate shipping options via Australia Post:
Standard Shipping: $10 per order
Express Shipping: $17 per order
My order has been received damaged or has been lost, what do I do?
If you believe your order has been damaged in transit or lost, please let us know as soon as possible.
For received orders that are damaged we will ask you to submit a compensation claim with Australia Post within 30 days of delivery using the following link: Australia Post Compensation for Damaged or Lost Items.
For orders that appear to be lost, we will ask you to submit an enquiry to Australia Post with your tracking information using the following link: Australia Post Locate a Missing Item
In all cases please keep us in the loop so that we can help as much as possible.
How will my order be packaged?
We understand that your order is precious, so we are also committed to packaging your order beautifully.
Most pieces will be packaged carefully within a muslin drawstring bag and with an accompanying nametag, ensuring that your pieces are not only kept safe and sound but that they can be cherished for years to come.
Delicate and larger items will be specially packaged to protect them during transit, usually in the form of cardboard and/or bubble wrap where necessary.
If you have any questions outside of the FAQ above, we would love to hear from you.
Please send an email to firstname.lastname@example.org
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