Question 1

How do I place an order?

Accepted Answer

Add the items you want to your basket, open the basket and select Checkout. You enter your delivery address and pay through Stripe. Once payment is taken we send a confirmation email with your order number and a summary of what you bought. If that email does not arrive within a few minutes, check your spam folder before contacting us.

Question 2

Can I cancel my order?

Accepted Answer

Yes, if it has not been dispatched yet. Email support@heimdepot.store with your order number and we will stop it if we can. Orders are usually packed within 1–2 business days, so the sooner you write the better. If it has already left us, wait for it to arrive and use the 14-day return process instead.

Question 3

Can I change my order after placing it?

Accepted Answer

We can sometimes change a delivery address or swap an item before dispatch. Email support@heimdepot.store with your order number and what you need changed. We cannot make changes once the parcel is with the carrier. If a price difference applies, we will refund or invoice the difference before dispatch.

Question 4

Which countries do you deliver to?

Accepted Answer

We deliver within the United Kingdom only, including the Scottish Highlands, Northern Ireland and the UK Islands. We do not ship internationally at the moment.

Question 5

How much does shipping cost?

Accepted Answer

Delivery is free on every UK order. There is no minimum spend and no surcharge added at checkout, including for the Highlands, Northern Ireland and the UK Islands. The price shown on the product page is the price you pay.

Question 6

How long does delivery take?

Accepted Answer

Orders placed before 2:00 PM (London time) on a business day are prepared within 1–2 business days. After dispatch, most UK addresses receive their parcel within 3–7 business days. The Scottish Highlands, Northern Ireland and the UK Islands usually take 7–9 business days. Carrier delays during busy periods can add a day or two.

Question 7

How can I track my order?

Accepted Answer

When your parcel is collected we email you a tracking number and a link to the carrier. You can also enter your order number and email address on our Track Order page. Tracking can take a few hours to show its first scan after dispatch.

Question 8

Are product colours exactly the same as shown?

Accepted Answer

We use the manufacturer's photography and describe colours as accurately as we can, but screens vary and natural materials such as ceramic, wood and woven fibres differ slightly from piece to piece. Small variations in tone, grain or glaze are normal. If an item is not what you expected, you can return it within 14 days.

Question 9

Are product dimensions accurate?

Accepted Answer

Dimensions on each product page come from the manufacturer and are listed in centimetres, usually with inches alongside. Handmade and woven items can vary by a small amount. If a measurement matters to your space, check the specification table on the product page before ordering, or email us and we will confirm what we know.

Question 10

Are the materials listed for every product?

Accepted Answer

Yes. Every product page lists the main material, colour, size and what is included in the box, along with any care instructions we have been given. If something you need is missing from a listing, contact us and we will find out rather than guess.

Question 11

What is your return policy?

Accepted Answer

You can return an item within 14 days of delivery if it is unused and in its original condition and packaging. Return postage is free — we send you a prepaid label — and there is no restocking fee. Items that have been used, damaged after delivery or are missing parts may not be accepted.

Question 12

How do I return an item?

Accepted Answer

Email support@heimdepot.store with your order number and which items you want to return. We reply with a prepaid return label and instructions. Pack the item securely, ideally in its original box, attach the label and drop the parcel off at the carrier point shown on the label.

Question 13

When will I receive my refund?

Accepted Answer

Once your return reaches us we inspect it and process approved refunds within 14 days. Refunds go back to the original payment method through Stripe. Your bank may take a further 3–5 business days to show the money on your statement.

Question 14

Which payment methods do you accept?

Accepted Answer

Payments are handled by Stripe, which accepts Visa, Mastercard and American Express debit and credit cards. All prices are in GBP. Heimdepot operates as a UK sole trader and is not currently VAT registered, so no VAT is added at checkout.

Question 15

Is payment secure?

Accepted Answer

Yes. Card details are entered on Stripe's encrypted payment form and sent directly to Stripe — they never reach our servers and we do not store them. Our site runs over HTTPS. You can read more in our Privacy Policy.

Question 16

Do I need an account to order?

Accepted Answer

No. You can order without creating an account. We only ask for the details needed to take payment and deliver your parcel.

Question 17

Can I checkout as a guest?

Accepted Answer

Yes, guest checkout is the standard way to order with us. You will receive your confirmation and tracking updates by email, so keep your order number to hand if you need to contact us.

Question 18

How do I contact customer support?

Accepted Answer

Email support@heimdepot.store or call +44 1253 863373. You can also use the form on our Contact page. Please include your order number if your question is about an existing order.

Question 19

When will I receive a reply?

Accepted Answer

We answer emails Monday to Friday, 9:00 AM to 5:00 PM UK time, usually within one business day. Messages sent at the weekend or on a bank holiday are answered on the next working day.

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