Frequently Asked Questions

CONTACTS

How can I contact you?  You can contact our customer service team Monday to Friday 9.30am-5.30pm on +44 (0) 7767 754 193 or email at wecare@heartisania.com. Our Registered Address is 2-3 Stable Court, Herriard Park, Herriard, Hampshire, RG25 2PL.

PRODUCT

Where are Heartisania crafts sourced from? Heartisania buys the crafts directly from their makers and designers in the places where their magical hands make them. This way we avoid intermediaries and ensure that the maximum benefit and pleasure go to you and the makers and designers.

How does Heartisania select crafts? Heartisania works with local partners in the countries where the handicrafts are created. Our partners are passionate advocates for their local culture, experts in their traditions and techniques. We choose the most original items, often limited edition or one-off pieces. In this way, we can offer you the most beautiful and original handicrafts for your home.

Are all Heartisania products genuine? All Heartisania products are handmade by professional master-artisans who are true artists.

Do the crafts match exactly the photographs and dimensions on the website? While we take care to represent the crafts in photographs and words, all Heartisania products are unique and handmade, the inspiration their makers. Therefore, some small variations in colour and pattern are possible and the dimensions might vary slightly – this makes your purchase all the more unique and personal.

Can I have more information about products, availability or sizing? Absolutely! If you have any questions regarding a specific product or want to know when a product will be in stock, you can contact wecare@heartisania.com.

Is Heartisania a charity? Heartisania is not a charity. We help the master-artisans by bringing their products to the Western markets and presenting them to those who are seeking genuine, original and unique handmade inspirational decor and styling items for their homes.

WEBSITE USE

How can I find a particular product? Use our unique Search Tool to tell us what you are looking for. Try following Product Menus and Product Description Tags that interest you most. Read the Stories that make you most curious. Browse the Collections. Enjoy!

Can I exchange or refund an item? All our handicrafts are genuine, original and unique, and most are limited editions or one off pieces of traditional art. Nevertheless, if for any reason you are not satisfied with the purchase, you can exchange or return it within 14 days of receipt.

Can I order over the phone? Regrettably, this service is not available at Heartisania yet.

How do I amend my order once it has been placed? Unfortunately, this isn’t possible. We need to cancel your existing order and to place a new one.

Is it possible to cancel my order? If it is a recent order it may be possible, so call us on +44 (0) 7767 754 193 or email us at wecare@heartisania.com  and we will do our best to help.

Do I need an account to place an order? No, you don’t need an account. Just fill out the form and you will get an automated email with details of your order.

PAYMENTS AND SECURITY

What payment methods do you accept online? We accept all the major debit/credit cards.

Eligible debit/credit cards

  • Maestro
  • MasterCard
  • Visa
  • Visa Debit
  • Visa Electron

We use a secure bank connection when dealing with your personal payment details to ensure it is safe for you to use your card over the Internet.

How secure is the Heartisania website? We use the latest security technology to protect your personal information. Your personal and payment details in the checkout pages always remain secure (SSL and 3D-Secure).

DISCOUNTS

Do you offer discounts? We do. Sign up for our newsletter and we will notify you about forthcoming sales and discounts. If you are a business and would like to discuss special terms, email us at wecare@heartisania.com and we will gladly discuss it with you.

DELIVERY

Where do you deliver, how long does it take, and how much does it cost? At present, we only offer shipment within the UK. All our products are sent out by Royal Mail or Parcel Force First Class. Royal Mail standard delivery time is 2-3 working days.

Do I need to sign for my parcel when it’s delivered? Usually a signature is required; however, if you are not available the carrier will leave a card with instructions as to how to make alternative delivery arrangements.

What if an item that I order is delivered in damaged condition? Carefully check your goods on arrival and report any damages or problems to us within 14 days of receiving your order. It is best to email us at  wecare@heartisania.com and we will arrange a refund or replacement.

What if I need to change the delivery address? If it is a recent order it may be possible, so call us on +44 (0) 7767 754 193 or email us at wecare@heartisania.com  and we will do our best to help.

What should I do if I have a problem with my delivery? Please don’t hesitate to call us on +44 (0) 7767 754 193 or email us at wecare@heartisania.com  and we will do our best to resolve any issues.

RETURNS

How do I make a return?

All Heartisania products are original and unique. Our products display slight variations in colour, finish or size and we believe that this is the artist’s signature which will enhance the beauty of the item and your home.

Your satisfaction is of utmost importance to us and if for whatever reason you chose to return the product to us, it is important that you do so within 14 days of receipt.

To return your purchase please follow the steps below:

1.  Please return the products in their original condition, unused and in their original packaging. Take care to package the products well for the shipment.

2.  Use the peel-off label at the top of the Returns Form that came with your product.

3.   Enclose the original Packing List that came inside the parcel and send the parcel to:

Heartisania Ltd

C/O CBF Fulfilment

1-11 Alvin Street

Gloucester

GL1 3EJ

UK.

Please handle the items with care and use the original packaging wherever possible. We recommend that you obtain proof of postage and appropriate insurance.

We will refund your purchase within 14 days after receipt of your parcel.

Regrettably, we cannot accept returns after 14 days of receipt. You can find more details of our Return and Refund policy on: http://heartisania.com/legal/.

Do you offer freepost returns outside of the UK? We are sorry, but at the moment we do not.

When will I get my refund? You can expect the refund to reach your account within 14 working days.

What is your returns policy? We will accept all the returns and issue refunds for the items returned to us in the original condition within 14 days of the date of delivery.