Frequently Asked Questions

HOW LONG DOES SHIPPING TAKE AND HOW DO I TRACK MY ORDER?

We ship worldwide! Shipping times vary throughout the world. United States shipping will take between 10-15 business days. For Australia, United Kingdom, Canada and New Zealand, shipping will take 10-15 business days. Shipping in Europe varies between 10-20 business days depending on country.

** We appreciate your patience. We are currently moving inventory between locations. By mid-October all US orders will be shipped from our home store in California. 

 

WHAT SHOULD I DO IF I PROVIDED THE INCORRECT SHIPPING ADDRESS?

Please contact us immediately at info@hemlocksandroses.com if you noticed that your shipping details are incorrect. We will do our best to make the changes before the order ships. However, we are unable to make any changes once your order has shipped.

If your order is delivered to the wrong address due to incorrect shipping information entered at time of order, H&R is not liable for reshipment or refund.

 

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept payments by Visa, Master Card, American Express, PayPal, Apple Pay, Google Pay and JCB.

 

IS THERE A WARRANTY? 

Of course! Please email us at info@hemlocksandroses.com and we will give you instructions on how to return the item. We will refund the amount of the damaged item and shipping costs. 

 

CAN I CHANGE OR CANCEL MY ORDER AFTER PLACING IT?

Our goal is to process orders as fast as we can so you can receive your order as soon as possible. Be sure to check your order details before placing the order. Once an order ships, it cannot be cancelled. 

 

CAN I RETURN OR EXCHANGE AN ITEM?

Returns are accepted within 60 days of receiving your order. Customer pays return shipping. Item must be in original condition.

 

WHAT IF I RECEIVED A DAMAGED ITEM?

We pride ourselves on excellent service and will make sure you are happy with the outcome. As soon as you discover a problem with the item, please contact us immediately. If possible, please include photos or a short video. Email us at info@hemlocksandroses.com