Question 1

Where does Heimdepot deliver?

Accepted Answer

We deliver to addresses throughout the United Kingdom only, including Northern Ireland. We are not able to ship internationally at present.

Question 2

How much does delivery cost?

Accepted Answer

Delivery is free on every order, with no minimum spend and no handling charges.

Question 3

How long will my order take to arrive?

Accepted Answer

Orders are prepared within 1–3 business days and travel for a further 2–5 business days, so most orders arrive within 3–8 business days. The order cut-off is 2:00 pm (Europe/London), Monday to Friday.

Question 4

Which carriers do you use?

Accepted Answer

We dispatch with Royal Mail, Evri and DPD. The carrier is chosen according to the size, weight and fragility of your order.

Question 5

Will I receive tracking information?

Accepted Answer

Yes. Tracking details are emailed automatically as soon as your parcel is dispatched, with a direct link to the carrier's tracking page.

Question 6

What is your returns policy?

Accepted Answer

You have 14 days from delivery to request a return. Returns are free, we provide a prepaid return label, and refunds are issued to the original payment method within 7 days of inspection.

Question 7

What if my item arrives damaged?

Accepted Answer

Email support@heimdepot.store with photographs of the item and packaging within 48 hours of delivery. We will replace the item free of charge, or refund you in full if you prefer.

Question 8

Do you have a showroom I can visit?

Accepted Answer

No. Heimdepot operates exclusively online, which is how we keep our prices fair. Our registered address is an office and does not accept visitors or returns without a prepaid label.

Question 9

Which payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, Maestro and American Express, as well as PayPal, Apple Pay and Google Pay. All payments are processed over an encrypted connection and we never store card details.

Question 10

Are your prices inclusive of VAT?

Accepted Answer

Yes. All prices are shown in pounds sterling and include UK VAT where applicable.

Question 11

Can I order a piece as a gift?

Accepted Answer

Yes. Orders are packed presentably and never include prices or invoices inside the parcel, so they can be sent directly to the recipient.

Question 12

Why do natural stone pieces look slightly different from the photographs?

Accepted Answer

Travertine, marble and hand-glazed ceramics vary naturally in veining and tone. We photograph a representative piece, and each item you receive will be subtly unique.

Question 13

Can your vases hold water?

Accepted Answer

Ceramic and glass vases are watertight and suitable for fresh flowers. Natural stone vases should be used with faux stems or an inner liner, as noted on each product page.

Question 14

How do I contact your team?

Accepted Answer

Email support@heimdepot.store or call +44 1253 863373, Monday to Friday, 9:00–17:00 (Europe/London). We reply to email within one business day.