At Home & Salt, we want every order to arrive complete and in good condition. If something arrives damaged, defective, incorrect, or missing, please contact us so we can review the issue and help with the appropriate next step.
Damaged Items
If your product arrives damaged, please contact us as soon as possible after delivery.
To help us review the issue, please provide:
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Your full name
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Order number
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Product name
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Clear photos of the damaged item
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Photos of the outer packaging
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Photos of the shipping label where available
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A short description of the damage
Please keep the item and its packaging until we have completed our review, as additional information may occasionally be required.
Defective or Non-Working Items
If a product does not appear to work as expected, please contact us with details of the issue.
Depending on the product, we may ask you to provide:
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Photos
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A short video showing the issue
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Details about how the product was used
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Information about any troubleshooting steps already attempted
This helps us determine whether the item is defective and identify the most appropriate resolution.
Missing Items
If something appears to be missing from your order, first check your shipping confirmation and tracking information.
Some Home & Salt orders may be fulfilled from different warehouses, which means products from the same order can arrive in separate packages.
If only part of your order has arrived, another package may still be on the way.
If you believe an item is genuinely missing, please contact us and include:
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Your order number
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The item you received
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The item you believe is missing
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Photos of the package and contents where appropriate
Missing Parts or Accessories
If your product arrives but a component, accessory, cable, attachment, or other included item is missing, please contact us.
Before reaching out, we recommend checking the product page to confirm the listed package contents.
Please include photos of everything received so we can review the issue accurately.
Incorrect Items
If you receive a product that is different from what you ordered, please contact us.
This may include receiving the wrong:
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Product
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Color
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Size
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Model
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Variation
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Quantity
Please provide your order number and clear photos of the item received.
Do not send the product back until our support team provides return instructions.
Damaged Packaging but Product Is Fine
Shipping boxes and external packaging may occasionally show signs of handling during transit.
If the outer packaging is damaged but the product itself is undamaged and working correctly, a replacement may not be necessary.
However, if you are unsure whether the product has been affected, please contact us with photos and we will review it.
What Happens After You Contact Us?
Once we receive the necessary information, our team will review your request.
Depending on the circumstances and applicable policies, the available resolution may include:
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Replacement of the affected product
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Replacement of a missing component
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Refund
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Partial refund
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Other appropriate solution
The exact resolution will depend on the nature of the issue, product availability, and applicable consumer rights.
Do I Need to Return the Item?
In some cases, a damaged, defective, or incorrect item may need to be returned.
In other cases, a return may not be necessary.
Please wait for instructions from Home & Salt before sending anything back.
Do not return products to the address shown on the original shipping label unless we specifically instruct you to do so.
Our fulfillment locations may differ from the correct return location.
Replacement Items
If a replacement is approved, availability and delivery time may vary depending on the product and fulfillment location.
Where tracking is available, updated shipping information will be provided after the replacement has been dispatched.
Refunds
If a refund is approved instead of a replacement, it will generally be issued to the original payment method.
After the refund is processed by Home & Salt, your bank, credit card provider, or payment service may require additional time to post the funds to your account.
Packages Marked as Delivered but Not Received
If tracking shows your package as delivered but you cannot locate it, please first:
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Check around the delivery location
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Check with household members
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Check with neighbors where appropriate
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Check your building reception or mailroom
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Look for a secure delivery location
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Verify the shipping address on your order
Some carriers may also update tracking shortly before the package physically arrives.
If you still cannot locate the order, please contact us with your order number and tracking information so we can review the available delivery details.
Lost in Transit
If tracking has stopped updating for an extended period or indicates that your package may have been lost, please contact us.
We may need to review the shipment with the carrier or fulfillment partner before confirming the appropriate resolution.
Please Report Issues Promptly
We recommend reporting damaged, defective, incorrect, or missing items as soon as reasonably possible after delivery.
Prompt notification makes it easier for us to review shipping records, product information, and fulfillment details.
Your statutory consumer rights are not affected by this recommendation.
Contact Us
If you need help with a damaged, defective, incorrect, or missing item, please contact:
Home & Salt Customer Support
Email: [support@homeandsalt.com]
Please include:
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Your full name
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Order number
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Description of the issue
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Photos or video where relevant
For additional information regarding returns and refunds, please review our Returns & Refunds Policy.