Delivery FAQ's

How do I cancel my order?

If you realise you’ve made a mistake after placing an order with us, make sure you call us as quickly as you can on 0800 096 3666. We’re really quick at processing all orders placed on the Merchant’s Heart website, so the sooner you get in touch the better.

How much will I be charged for postage and packaging?

Delivery is free.

How long will it take for you to send me my order?

Orders placed before 1pm will generally be delivered between 1 – 2 working days. It can sometimes take a little longer, depending on the size of your order and stock availability.

I’ve ordered something but it hasn’t arrived yet. Where is it?

You can track your order by visiting the DPD website and entering the tracking code that can be found on the email confirmation we sent you when we your order was dispatched.

I won’t be in when my order is due to be shipped. What can I do?

Our courier partners DPD will text you in advance to let you know what time your order will be delivered. You’ll have the option to ask them to leave it with a neighbour or deliver on a different day.

What countries do you ship to?

Currently, the Merchant’s Heart website only ships to addresses in the UK and Northern Ireland (not channel island). Our international service will be launching soon – stay tuned.

What do I do if I receive a faulty or damaged product?

If you notice a fault with your order, you can return it to us and we’ll happily provide a replacement or offer a full refund. Visit our returns page now for full details. Alternatively, call our Consumer Care team on 0800 096 3666 or 0330 123 9447 (cheaper on a mobile) and we’ll be happy to help.

I have an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect items straightaway. Please contact our Consumer Care team on 0800 096 3666 or 0330 123 9447 (cheaper on a mobile) with the order number and the incorrect item's name and number. We'll get back to you within 24 hours and send you a replacement item as quickly as we can.

I'm missing an item from my order, what do I do?

Sometimes we send items in separate parcels, so please check your emails to see if any of your items will be arriving separately. If you’re certain an item is missing, please contact our Consumer Care team on 0800 096 3666 or 0330 123 9447 (cheaper on a mobile) with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

I’ve forgotten my password. How can I log in to my account?

Click the “Forgotten your password” link on the Login page, and we’ll email you a replacement password right away.