FAQ

We are a global company with a design hub in North London as we focus on UK and EU as our target markets. We have a design Studio in Barnet, North London. You are welcome to visit and get your hands dirty if you wish to get involved.

We travel all over the world in search for craftsmen that will meet our customers needs. We currently work with manufacturers in India, Malaysia, China and Indonesia. We personally visit every single factory we work with on a regular basis and make sure they continue to meet our strict benchmarks for ethical business practices and quality control.

Yes, we have a head office in North London, which also serves as our studio. This allows us to keep our overhead costs down and offer the great pricing you see. You can try out our products in our studio or your own home! With our no-questions-asked 14-day return policy and free shipping , it makes the deal even sweeter.

The artisans involved in the supply chain are at the crux of our model. We are in business for them! We are an ISO 9001-certified company and operate under a stringent ethical sourcing policy. We closely manage every single node of our supply chain and ensure the highest levels of employment standards for our artisans. We have a well-defined growth plan too wherein we aim to employ these artisans directly to offer the best in class employment and growth structure.

Of course! We're happy to send up to 4 fabric swatches of your choice! Please initiate a chat or email us at hello@hartsmede.com with your request.

We are extremely conscious of the environmental impact of goods. As an ISO 9001 company, we operate a stringent environmental protection policy that entails the use of renewable and sustainable materials only. Our wooden products are mostly made from Mango wood where trees have come to the end of their lifecycle. We only use food-safe enamel for printing our designs. Some of our wooden products are made from aged wood as old as 50-60 years! We don't like wood to be wasted or disposed of, hence we recycle it for another use so it can last another 100 years in your homes. Our stainless steel products are made from the highest grade stainless steel (304 18/10). Many of our other products are suitable for commercial use as well. Please reach out to us via chat or at orders@hartsmede.com if you have commercial suitability questions.

Yes! We offer a range of financing options, from 3, 6 and 12 months ranging from 0-10% APR, through our partnership with several providers such as Klarna and Clearpay. At checkout select the relevant provider to complete your application.

Contact us immediately to cancel your order. If your order has not yet left our warehouse, we will cancel your order and issue you a full refund, minus a £15 restocking fee. If your order has already been dispatched from our warehouse, unfortunately we can not cancel your order and you will have to return the product in accordance with our return policy.

Delivery times are estimated on product pages. In-stock items ship within 24 hours, with a transit time of 2-3 business days. Handmade items take 3-4 weeks for wooden products and 4-6 weeks for metal cutlery. A tracking number will be provided once your order ships.

We will email a tracking number as soon as your order has left our office to allow for easy, updated tracking from our warehouse to your front door. Please feel free to contact us with any questions at orders@hartsmede.com

We ship your items as they are available. We aim to send all items together. If all of the items on your order are in-stock and ready to ship, you will receive them at the same time. If an item is backordered or delayed, it will ship separately, at no extra charge. For your convenience, furniture items are held for a single delivery, shipping when all furniture items on the order are available.

Most of our items are in stock, excluding made-to-order goods with longer lead times. Delivery times are listed in the item descriptions for all items.

Yes, you should still place your order now to ensure we can ship the item when you are ready. This is especially important for larger items that are made to order. Please include any special instructions in your order notes or contact us at orders@hartsmede.com as soon as you place your order.

Yes, it is absolutely safe. Your credit card information is transferred using the same 256-bit encryption and physical security that banks use.

Our products are designed to last, and we stand by their quality. All of our products come with a two-year warranty. We will replace or repair any products with defects in material or workmanship. Our manufacturer’s warranty applies two years from the date of delivery. For the warranty to apply, the product must have been used for its intended purpose through normal use. Products are not covered by warranty if used for commercial purposes or if the defect is from causes beyond normal wear and tear or if the damage is caused accidentally.

Our standard delivery charge is £4.99. We also offer express shipping options. For detailed information, please refer to our shipping & returns page at https://www.hartsmede.co.uk/shipping-returns.

If for any reason you don’t love your new product, you can return it within the first 14-days, no questions asked. Provided you return the item in as-new condition and in the original packaging, we will refund your purchase, less the cost of return shipping.

We offer a hassle-free returns and exchange policy. Returns are accepted only for manufacturing or quality issues. Since most items are made to order, they are exempt from the 14-day statutory return rights. For full details, please refer to our returns policy at https://www.hartsmede.co.uk/shipping-returns.