Support
FAQ / Help
Answers to common questions about ordering, delivery, returns, warranty support, and choosing products.
Last updated: 8 November 2026
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 by Yoco on its own secure payment page. Hearth & Co does not ask customers to send card details by email or direct message.
Delivery
Where does Hearth & Co deliver?
We deliver to South African addresses and do not offer collection. Some remote areas may not be reachable by our supplier's couriers. If we cannot deliver to your address, we will tell you before going further.
When will I see delivery costs?
Delivery is a flat R199, or free when the items in your order total R2,999 or more. The amount is shown at checkout before you pay, and we do not add delivery charges afterwards.
Can Hearth & Co promise delivery timing before checkout?
No. Delivery dates depend on our supplier's stock and the courier, so they are estimates. We aim to deliver within 30 days of your order, and if we cannot, you can cancel for a full refund.
Read the full delivery page for more detail.
Returns and refunds
How do I request a return or refund?
Use the return request form on the Track an Order page, or contact us with your order number, the product, what is wrong, its serial number if it has one, and photos. You can cancel an online order within 7 days after receiving the goods, and return faulty goods within 6 months.
What happens if an item is damaged, faulty, or incorrect?
Contact us with your order details and photos. Within 6 months of delivery you can choose a repair, a replacement or a refund, and we arrange and pay for the return of faulty goods.
Are refunds instant?
Approved refunds go back to the card you paid with, within 30 days of cancellation at the latest. Your bank or card provider may take extra time to show the money.
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?
Coming-soon products are not available to buy yet. They appear while we prepare the product information.
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.