Shop policies.
Shipping
We ship orders within 1-3 days of receiving orders. If you have an issue with your order such as damaged or lost orders please contact us at hello@shopheritageandhome.com. We are happy to help. Unfortunately, we are not responsible for shipping delays caused by carriers.
We ship from Dandridge, Tennessee. We ship via USPS and UPS. Please email for expedited shipping requests. We will try to accommodate on a case by case basis.
ORDER PROCESSING
Please allow 1-2 days for your order to be processed. You'll receive an email within this time to let you know when your order is on its way to you. Once an order is placed we cannot make any changes or cancellations prior to shipping. Our customer service response time with emails is within 24 hours.
LOCAL PICKUP
Orders can be picked up daily during normal business hours. See our locations page for local pick up locations. An email will be sent when your order is ready for pickup.
LOCAL DELIVERY
Local delivery is available for addresses within 50 miles of The Refillery. Orders placed before 2 pm during store hours will be delivered the same day. Orders placed outside of these hours will be delivered the next day we are open. When your order is ready for delivery, you will receive a text with an estimated delivery time. All deliveries are porch drop off.
FLAT RATE SHIPPING
Orders are generally shipped within 1-2 business days using USPS or UPS. At this time, we do not ship outside the United States.
DOMESTIC SHIPPING RATES AND ESTIMATES
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. Shipping rates are calculated based on product weights and dimensions. Large items, even if they are lightweight, incur higher shipping costs due to the volume of the shipping box. Hawaii, Alaska, Puerto Rico, and oversized orders will incur an additional charge. Unfortunately, we do not know these charges until we have the order and destination. We only ship within the United States. We do not ship internationally.
DISCOUNT CODES
Discount codes, sales, and promotions cannot be combined or applied to any previous or post purchases.
SPECIAL ORDERS
Any order with a quantity of 20 or more is considered a special order and FINAL SALE. It will not be eligible for cancellations, returns, exchanges or refunds.
AS-IS AND SAMPLE SALE ITEMS
All as-is items and sample items are FINAL SALE. They are not eligible for cancellations, returns, exchanges or refunds.
Returns + Refunds
Items are eligible to be returned for a refund to the original payment method within 15 days of in store purchase or delivery. Items are eligible for exchange within 21 days of in store purchase or delivery. Items are eligible to be returned for store credit within 30 days of in store purchase or delivery. ** This return policy is based on the date of in store purchase or delivery of the item to be returned regardless of whether the order was partially or fully fulfilled at the time of delivery.
All items must be in the condition you received them with all hang tags attached and in the original box. For in store purchases, you will need the receipt or proof of purchase. Exceptions for refills are listed below.
Items that are abused, broken, used, washed or damaged may not be returned.
We do not accept returns on items that have been used, styled, or featured in projects, including photoshoots.
Return handling fees may apply. Oversized items will have an additional handling fee communicated during return request.
To start a return for an online order, you can contact us at hello@shopheritageandhome.com. If your online return is accepted, we’ll email you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Upon receiving your returned items, your form of payment will be credited for the price of the item less the original shipping and cost of return shipping label unless the product is determined defective.
Handmade products do have variations in size and style. This is a natural occurrence and the nature of handmade. No two designs will be exactly alike giving you a lasting one-of-a-kind product to treasure for years to come. If you are looking for specific dimensions on a product, please contact us before purchasing so we can assist in finding the right fit. The buyer is still responsible for return shipping if the item is being returned because it does not suite a buyer's particular taste. The buyer is also responsible for ensuring the product is safely returned. We are not responsible for returns outside of our return policy. If an item comes back to our warehouse outside of our return policy we will not refund the product. If you qualify for and apply the free shipping code and then return the items the original cost of shipping will be deducted from the return credit. Your credit will appear after we have received and processed your returned item through our return procedure.
Unless we are notified of known carrier deliverability issues at the shipping address prior to placing an order, we are not responsible for shipments returned to us as undeliverable due to such issues. If a shipment is returned for this reason, it may be reshipped once additional shipping charges have been invoiced and paid. Alternatively, the order may be canceled for a refund of the merchandise total, less the original shipping cost and an $8 handling fee.
You can always contact us for any return question at hello@shopheritageandhome.com. We are dedicated to ensuring customer satisfaction and always want to know ways we can improve our product offerings.
ONLINE ORDER REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus the cost of return shipping. Please remember it can take some time for your bank or credit card company to process and post the refund.
DAMAGES AND OTHER ISSUES
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your order arrives damaged, you have 14 days to notify us to receive a replacement. Please take photos if possible, as this assists us with insurance claims.
EXCEPTIONS AND NON-RETURNABLE ITEMS
Certain types of items cannot be returned to us such as personal care goods beauty products and other liquid refills. Please get in touch if you have questions or concerns about your specific item and we will evaluate refunds or store credits on an individual basis. Unfortunately, we cannot accept returns on sale items or gift cards.
REFILLS
We know it can be difficult to try new personal care products, so we offer our soaps and many other refill products in sample or trial sizes so that you can try them out. When shopping refills, we encourage customers to purchase products initially in small quantities to try before committing to large quantities.
People with sensitivities to any listed ingredient should not use the product. In case you are in doubt always try an allergy patch test and if at any time irritation occurs, discontinue use of the product.
EXCHANGES
The fastest way to ensure you can purchase a new item or replacement is to return the item you have. Once the return is accepted, make a separate purchase for the new item unless a staff member states otherwise.
PRODUCT REPRESENTATION
We do our best to accurately describe and photograph our products on our website. Please note, lighting as well as phone and computer screens vary. We will never achieve 100% accurate representation on a screen. Our some of our products are made from grasses and other natural materials that vary in color. Color variations are to be expected. The buyer is still responsible for return shipping if the item is being returned because their interpretation is not an exact match to the photos on our site.
If you have further questions you may contact us at hello@shopheritageandhome.com.
Subscriptions
We have several products that can be purchased on subscriptions. This comes with a discount and the ability to manage your own subscription frequency, plus pause or cancel with our self-serve portal, anytime before it ships. All subscription orders are final sale per our return policy.
Once it has shipped, it cannot be canceled.
If there is a problem with your order please contact hello@shopheritageandhome.com.