Disclaimer: We reserve the right to update our shop, shipping and returns policies at any time. Thank you!
Special Note: All sales are final; this includes the handmade items from our Created Shop. The items in our Collected Shop, due to their antique, vintage, and secondhand nature of our items, carry no warranty provided with your purchase. These Items are cleaned and inspected for quality before listing and nothing is put in the shop that HHC feels will not continue to last the test of time if handled with appropriate care according to the nature of the item.
Do you not see your question answered below? Would you like more details on an item or service, or have any further inquiries about the policies below? Shoot Heywood Home Company a message at [email protected] and allowing at least one business day to respond to your message.
ABOUT THE SHOP AND ITEMS
Question: Why are there three different “shops” on your site?
Answer: The three shop structure is just a simple way to help you navigate the items Heywood Home Company has on offer. Our Collected Shop represents the found antique, vintage, and secondhand items sourced while new, unused items and merchandise you can find in the Curated Shop. Items in the Curated Shop are from other makers and businesses and help curate the look and aesthetic of the rest of the brand. Items in the Created Shop are handmade items from the HHC studio; all made in house by Molly Heywood. These items include the antique-inspired candles, soaps, and assembled art pieces.
Question: When do you release new products to the site?
Answer: New inventory is constantly being added to the site. New items or inventory drops will be usually be promoted through our Instagram @heywoodhomecompany. Please be sure to follow us there on Instagram and on Facebook to hear when new items have been added.
Question: How old are the items that you sell in the Collected Shop?
Answer: Due to the nature of these items being secondhand, we are not always privy to their specific ages and other details of provenance. Not all of the items we bring to you are antique or vintage either; some may be beautiful newer secondhand items. Regardless of actual age, we do strive to offer items that evoke a sense of heritage and quality. Should we happen to know any of the specifics of an item’s origin, we will happily share the related information.
Question: Are all of your items antique, vintage, or secondhand?
Answer: For those items in the Collected Shop, the answer is yes!
Question: What is the condition of your antique, vintage, and secondhand items?
Answer: Because of the nature of the items in the Collected Shop being antique, vintage, and secondhand, many may come with their little character “flaws” which could include but are not limited to: chips, dents, scratches, patchiness, wear, patina, oxidization, discoloration, and staining. Please inspect all website listing photos and/or product notes to be advised of this before making a purchase as we try to capture these in photos if large or noteworthy. Otherwise, please keep in mind your item is likely going to generally show indication of age and wear due to previous use. Heywood Home Company will NOT offer ANY item that we would not keep ourselves. While items are cleaned before shipping, please be advised that you may also want to clean/polish, dust up your item to your own standard.
Question: Do you have more than one of each item in stock?
Answer: This depends! Most items in our Collected Shop are unique, one-off listings. There are a few exceptions to this and where applicable, the quantity available for purchase will be noted on the product listing. As for items in the Created and Curated Shops, most of these items are either made to order or able to be re-ordered, so send us an email if you see something currently out of stock you’re interested in purchasing.
Question: My item appears differently in person than it did in the pictures on your site. Why?
Answer: We do our best to demonstrate our items to you in the most accurate and beautiful way possible. Because of factors such as lighting in our space and because everyone’s devices are different, we unfortunately cannot guarantee that the colors represented or shown on your own device match the physical product. Please be advised that this therefore may lead to variations. As always, please contact us before purchasing if you have anything that needs further description or clarification.
Question: Can I feature your products or images on social media? How about digital publications or print?
Answer: It would be an honor to be shared with appropriate credit given where credit is due. In practice, that means that if using an image from our social channels or website, you will tag us in each of the images as well as listing and tagging us as a credit in the caption/description; this applies to all social media platforms where our images and products are shared, such as Instagram, Facebook and Pinterest. If you are looking to include our images in digital publications or in print, please send us a message!
Question: Can I only make my purchase through your website?
Answer: Currently, you are also able to shop with Heywood Home Company through our Instagram Shop via the page @heywoodhomecompany or on Facebook. Please note if shopping through Instagram or Facebook, your orders and purchases will go through their platform and processing services. You will also be charged Sales Tax (even if a non-GA resident) as Meta has nexus in all fifty states and must collect and remit sales tax. (Only GA residents, where HHC is located, have to pay sales tax regardless of which platform they use.)
Question: I shopped and checked out through Instagram but my order still says “processing”. When will it ship?
Answer: While it is easy to shop and checkout through Instagram, they also add a few layers of “fraud protection” and processing or time for a buyer to change their mind and cancel a purchase. If your order appears to be stuck in processing for more than a day and you did not cancel, it is possible that your payment was declined or they encountered an issue in processing your order. I am not able to fulfill, ship, or cancel orders for you to retry until Instagram releases that order. This can take up to week; if it appears your order is stuck in processing, you may receive and email from us to see if you’re still interested in the product and want to try ordering another way. Items are only made or prepared for shipping after payment is received.
Question: Do I need to share my information or create an account to shop the items on your website?
Answer: You do not need an online account to shop with Heywood Home Company. At checkout, you may opt to continue towards completing your purchase as a guest. However, opting to register for an account will increase the speed of your checkout process on future purchase experiences with Heywood Home Company.
Question: If an item is in my cart, is the item considered to be reserved? What if I want to keep it on hold?
Answer: Placing an item in your cart DOES NOT reserve the item for you. The item will go to the customer that completes the checkout first as multiple people may have the item in their cart at any one time. (This also applies for items where there is more than one available in stock.)
Question: Do you only accept payment through your site or can I use another money sending application etc.?
Answer: Payments are only accepted through our website, www.heywoodhome.co or if you are shopping with us from the Instagram shop @heywoodhomecompany or our HHC Shop on Facebook, through Facebook’s e-commerce platform. Heywood Home Company will never solicit you for payment via another payment collecting method or through invoicing. Please contact us ASAP if someone has requested payment on our behalf outside of the site as we do not send invoices or request payment outside of our secure checkout experience.
Question: Where do you charge and collect sales tax for?
Answer: Heywood Home Company charges sales tax in the state of Georgia. If this is your state of residence, sales tax will be calculated at checkout before your completed purchase. If you completed your purchase through the HHC Shop on Facebook or Instagram, Facebook is responsible for collecting sales tax on every purchase regardless of the state of your residence.
Question: How long does it take to process my order before it is shipped to me?
Answer: We are looking forward to seeing you receive your item(s) from us as soon as possible. Orders are processed and shipped within 3-5 business days (not including Saturday/Sunday or public holidays) unless otherwise notified. Please note that candles and soap orders are currently being made to order and can take up to five business days before they are made and ready to ship; this will vary on the size of the order.
Question: I am purchasing something as a gift. Can you make it special?
Answer: We are so glad Heywood Home Company could offer you a treasure to gift. Please indicate the gift status at checkout or send a message to [email protected] with Your Name, Order Number, Recipient Name, and Your Personal Message and we will include the message as a handwritten card with your item being mailed directly to the recipient. We do not offer gift wrapping at this time.
Question: Is purchasing from the Heywood Home Company site, secure?
Answer: Yes! All pages on our site, from the homepage to the checkout, are protected by SSL certification that ensures that any information you may provide like email addresses, credit card numbers, and shipping addresses are protected from hackers or information stealing impersonators.
Question: How do you pack (fragile items, unusual shapes, etc.)?
Answer: While this is uncommon, we understand the stress as accidents can happen due to mishandling that is out of our control. At Heywood Home Company, we do not cut corners on wrapping and packing your item. After all, we want you to enjoy your item for years to come! Depending on your item, it will come with packing paper, and/or packing peanuts, bubble wrap, strong packing tape, and a sturdy box, including repurposed boxes in good condition from other online retailers. We cannot promise damage- free shipping once it leaves our hands, however we do include shipping insurance with your purchase; please contact mo[email protected] immediately if there are any shipping issues.
Question: Who do you use for shipping and what box should I keep an eye out for in the post?
Answer: Thank you for your purchase! Heywood Home Company uses UPS and the United States Postal Service for all of our shipping needs. When looking for your purchase in the mail, you can expect to receive either a USPS-branded box, or a sturdy repurposed/reused Amazon or other box with a Heywood Home Company Logo Stamp by the address information.
Question: What do I do if my item arrives damaged from shipping?
Answer: All items damaged in transit must be filed with UPS or USPS claims as they are shipped insured at the expense of Heywood Home Company so please contact [email protected] so we can begin the claim and issue you your refund as soon as possible. In order to file a claim with UPS or the USPS, we will need the following information from you in an email for verification before we issue you a refund:
– Photos that clearly show the extent of damage.
– Photos of the packaging, if arrived visibly damaged.
Important Note: Please hang onto the original packaging and the damaged item until your claim is settled. Do NOT reship the package. It is essential you keep the package so Heywood Home Company can get the photos we need to properly file the claim with UPS or the USPS.
Question: What happens if my item is not delivered or says it was delivered and cannot be located?
Answer: Check once, then check again. Sometimes mail gets left in a different spot, or with a neighbor or in the lobby of your building. Once an item is reported as having been delivered, it is out of Heywood Home Company’s hands and any further issues will need to be pursued by you with UPS or the USPS if you are still unable to locate the item. Heywood Home Company is not responsible for stolen packages once packages are reported as delivered to the premises OR if you provided the incorrect mailing address, so please double check that information before check out. Please contact your relevant UPS or USPS branch (depending on the tracking information you received) to notify them that you cannot locate your “delivered” package and then local police to determine next steps for package theft if relevant. Please also contact us here to update us on your situation and if we are able to offer any support.
Question: Do you ship internationally? (What about Canada?)
Answer: Thank you so much for your interest in what we are offering here at Heywood Home Company, however we do not currently ship internationally.
RETURNS and EXCHANGES
Due to their handmade, made-to-order nature, there are NO returns on soap or candle products.
Question: Do you currently offer returns or exchanges? What about refunds?
Answer: Please note, ALL SALES ARE FINAL.We do not typically offer return or exchanges. However, we do always want you to have the best shopping experience with Heywood Home Company. Please use our contact form to reach out with any questions or concerns about your order. Refunds offered on the basis of proof of damage incurred to the item during transit.