Support
FAQ / Help
Answers to common questions about ordering, delivery, returns, warranty support, and choosing products.
If your question relates to an order, include your order number when contacting support. Hearth & Co support is handled directly through the official contact route.
Ordering and payment
Do I need an account to order?
No. Checkout is guest-first. You can create or use an account where account features are available, but an account is not required just to place an order.
How do I find an order after checkout?
Use the guest order lookup route with the order details requested there, or contact Hearth & Co support if you need help finding the order.
Who processes payment?
Payment is processed through PayFast. Hearth & Co does not ask customers to send card details by email or direct message.
Delivery
Where does Hearth & Co deliver?
Hearth & Co is planned for South African delivery addresses. Some addresses, remote areas, products, or supplier routes may be unavailable or may require additional handling.
When will I see delivery costs?
Delivery costs are shown during checkout once the cart and delivery details are available. Development or test delivery prices are not launch policy.
Can Hearth & Co promise delivery timing before checkout?
No. Delivery timing depends on supplier and courier information, address serviceability, payment status, stock, and operational factors. Confirmed delivery information is shared when it is available.
Read the full delivery page for more detail.
Returns and refunds
How do I request a return or refund?
Email Hearth & Co with your order number, the product involved, the reason for the request, and any photos or evidence that may help assess the issue.
What happens if an item is damaged, faulty, or incorrect?
Contact Hearth & Co with your order details and photos. Hearth & Co will assess the issue and coordinate the appropriate route, which may involve supplier assessment, repair, replacement, refund, or another remedy required by law.
Are refunds instant?
Approved refunds may be processed through PayFast or the original payment route. Bank and payment-provider processing times can affect when funds appear in your account.
Read the full returns and refunds page for more detail.
Warranty
How do warranty requests work?
Warranty requests should be sent to Hearth & Co with your order number, product details, a description of the issue, and supporting photos or evidence where useful.
Does Hearth & Co handle supplier warranty steps?
Yes. Where supplier assessment is needed, Hearth & Co remains the customer-facing support contact and coordinates the next step.
Read the full warranty page for more detail.
Product help
How should I choose between similar products?
Start with the relevant buying guide or collection. Hearth & Co aims to explain suitability, trade-offs, compatibility, and setup considerations in plain language.
Why do some products say coming soon?
The launch catalogue is still being prepared. Coming-soon products may be placeholders or supplier-dependent items that are not yet available for purchase.
Can Hearth & Co help before I buy?
Yes. If the product page or guide does not answer your question, contact Hearth & Co with the product and the decision you are trying to make.
You can also browse buying guides and collections for guided product discovery.