FAQ

Shipping and Delivery

How much is shipping?

We offer FREE shipping on all orders over $65 across Canada and to the 48 contiguous United States.
This excludes the states of Alaska and Hawaii, and all off-shore U.S. territories and possessions, such as Puerto Rico.
For orders below $65, we charge a flat rate of $12.90 for all USA orders and $15.00 for all Canadian orders.

How does shipping and delivery work?

You've placed an order, congrats :) 

Now what? Once an order is placed, our team will carefully collect your item and package it with lots of love and care. So please allow up to 2 days for our team to pack your order before it's shipped.

Once it's shipped, you can expect your package within 2-9 business days. When we ship your order, you will receive a confirmation email with a tracking number. Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.

If your order does not arrive within 9 business days, please contact us so that we can follow it up with the courier. 

When will my order arrive?

All orders are usually shipped within 2 business days. We will deliver your orders within 3-9 business days after you receive your order confirmation. Once your order is shipped, you will receive an email with your delivery tracking number.

Can I track my order?

Yes. As soon as your order is shipped, we will send you a shipping confirmation email that will have your tracking number. You can simply click on the tracking number and it will take you directly to a website so you can follow the live tracking updates!

I put the wrong address on my order, what should I do?

Please contact Customer Care immediately by emailing wecare@hycrofthomedecor.com

If your order has not been shipped, we can change the address for you. However, if the order has already been shipped, then unfortunately we will not be able to change it. We will do our best to contact the courier company to try to resolve the issue but we cannot guarantee that it will get changed.

What countries do you ship to?

We ship all across Canada and to the 48 contiguous United States. This excludes the states of Alaska and Hawaii, and all off-shore U.S. territories and possessions, such as Puerto Rico.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please email us at wecare@hycrofthomedecor.com and we'll resend it to you.

General

How is my order packaged?

All of our packing peanuts are made of organic starch and are 100% biodegradable. Simply wash them down the drain. They dissolve and leave no toxic waste or residue!

Can I send an order as a gift?

Have a special someone who you think needs a special home decor accessory? Any of our Hycroft items would be the perfect gift! You can ship an item directly to that lucky person by entering their address as the shipping address, and your own as the billing address. All of our orders come automatically wrapped beautifully in a white giftable box. Plus we don't include any value invoices inside the shipping box as any receipts are sent directly to your own email address. It's that easy!

How will I know if my order has been placed?

Immediately upon placing your order, you will receive an email confirmation. 

I forgot my password, what should I do?

No need to worry! To reset your password, click here and click on "Forgot your password?". You will be prompted to enter your email address that you used to create your account. Once you submit, you will receive an email with a link to reset your password. Once you've done this, you can then log in with your new password. Easy Peasy :)

Are you stocked in any stores anywhere?

Nope, it's just us! All of our items are only available on our online store.

Do I need to sign up for an account to make a purchase?

Nope, you can place your order without creating an account.

Returns and Exchanges

Do you have a returns policy?

Yes, if for any reason you are not satisfied with your order, you have a period of 7 days from the date of receipt to return it.

Please take a minute to have a read of our return policy:

1. Item(s) have to be initiated for return and placed in the post within 7 days or the delivery/receiving of the order.

2. Item(s) were not marked "Final Sale" or "Non-Returnable" at the time of purchase, unless faulty.

3. Items(s) must be in the original packaging, which must be in original condition.

The first step is to contact us via email at returns@hycrofthomedecor.com to provide you with the address to which you should return the merchandise. The products must be sent in the same conditions as they were delivered and with their original packaging. It is important that the products are perfectly packed together.

Once the items have been received and verified that the above conditions are met, we will proceed to refund the amount.

Shipping for all returns must be prepaid and insured by the customer via a trackable method. You are responsible for any loss or damage to the product during shipment. We do not guarantee that we will receive your returned item and are not responsible for any missing packages. 

Shipping costs for returns are borne by the customer except if the product is defective, or by mistake, the arrival of a wrong item, in which case we assume the cost of collection.

Damaged by courier:

If there is an issue with your order upon delivery caused by mishandling of your package during the shipping process, you have 4 days from when your order is delivered to let us know. We will file a claim. We insure all packages. Please show proof of damage caused by the shipping courier. We will ask you to provide photos of the shipping packaging in the condition in which it was received; using these documents provided, we will open a case and investigate the matter with the courier that dropped off your package.

Floral Returns

No Refunds/Exchanges:

Sorry, but due to the nature of these products, we do not accept returns or exchanges on any dried or preserved flowers and flower bouquets unless the item you purchased is defective. If you receive a damaged or defective item, please contact us at wecare@hycrofthomedecor.com with details and photos of the product, the box, and the defect within 4 days of arrival. Once it has been approved by Hycroft Home Decor, we will send you the return address.
Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.

RECEIVED A FAULTY ITEM?

We're sorry to hear you have received a faulty item! Please send us an email at wecare@hycrofthomedecor.com with the following info:

  • Your Order Number
  • Item Name
  • Photos that show:
    1. The fault as clearly as possible
    2. Full-length photo of the item
    3. The HYCROFT Home Decor logo and label

Don't worry about sending your faulty item back to us, just keep hold of it until we've been in touch.

Payment

How secure is your payment?

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment methods do you accept?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/MasterCard/AMEX, etc) as well as other online transactions such as PayPal, Apple Pay, and Google Pay.

How do I use a discount code?

After you have added the items that you like to purchase, simply head to your shopping cart and enter the code in the box marked "DISCOUNT CODE". Make sure to click the "APPLY" button.

Do you have payment plan options?

Yes, for when payday is just that bit too far away, we have one payment plan available.

In Canada: You can select PayBright as your payment option at the checkout.

In USA: You can select AFFIRM as your payment option at the checkout.

Contact Us

I have an issue with my order, what can I do?

Something not quite right with your order? Don't worry, our Hycroft team is ready to help! Please contact us at wecare@hycrofthomedecor.com to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

I need to cancel or change my order!

These things happen! Please email us immediately at wecare@hycrofthomedecor.com with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched to our couriers, then you will need to go through our returns process.

How do I contact you?

Emailing us is the way to go! Our email contact is:   wecare@hycrofthomedecor.com

This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails as fast as possible. We're only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won't leave you on 'read'!

How do I provide feedback?

We always strive to be the best so we love hearing your thoughts. Should you have any feedback for us, please feel free to email us at wecare@hycrofthomedecor.com

Where are you located?

Our Hycroft HQ and Customer Service team are located in beautiful Vancouver, Canada. Your Hycroft order starts its journey out from our fulfillment centre in Vancouver, Canada.

×