FAQs

Frequently Asked Questions

Welcome to the Home & Salt FAQ page. Here you'll find answers to some of the most common questions about ordering, shipping, returns, tracking, payments, and our products.

If you can't find what you're looking for, please contact our customer support team and we'll be happy to help.

Orders

How do I place an order?

Simply choose the product you would like to purchase, select any available options, add it to your cart, and proceed to checkout.

At checkout, enter your shipping and payment information and review your order before completing your purchase.

Once your order has been successfully placed, you should receive an order confirmation by email.

How do I know if my order was successful?

After successfully placing an order, you should receive an order confirmation email containing your order details.

If you do not receive a confirmation email, please check your spam or junk folder.

If you still cannot find it, contact us and provide the email address used during checkout.

Can I change my order after placing it?

If you need to change your order, please contact us as soon as possible.

We will do our best to help, but changes cannot be guaranteed once an order has entered processing or fulfillment.

Can I cancel my order?

Please contact us as soon as possible if you would like to cancel your order.

If the order has not yet entered processing or fulfillment, we may be able to cancel it.

Once an order has been processed or shipped, cancellation may no longer be possible.

Please review our Returns & Refunds Policy for additional information.

Can I change my shipping address?

We will make reasonable efforts to update the address before fulfillment begins.

However, once the order has entered processing or shipment, we may not be able to make changes.

Customers are responsible for providing a complete and accurate shipping address during checkout.

Shipping & Delivery

Where do you ship?

Available shipping destinations are shown during checkout.

Enter your delivery address to see whether shipping is currently available to your location.

How long does shipping take?

Delivery times vary depending on the product, destination, warehouse location, and shipping carrier.

Typical estimated delivery time:

[INSERT YOUR DELIVERY RANGE — for example, 7–15 business days]

Please note that delivery estimates are provided as a general guide and are not guaranteed unless specifically stated otherwise.

How long does it take to process an order?

Orders may require processing before shipment.

Processing times can vary depending on product availability, warehouse location, order volume, weekends, public holidays, and fulfillment requirements.

Will I receive tracking information?

Where tracking is available, tracking information will normally be sent to the email address associated with your order after shipment.

Please allow some time for the carrier's system to update after receiving your tracking number.

Why isn't my tracking information updating?

Tracking information may occasionally take 24–72 hours to update after a shipment has been created.

Updates may also be delayed while a package is moving between carrier facilities.

If tracking has not changed for an extended period, please contact us.

Why did I receive only part of my order?

Some Home & Salt products may be fulfilled from different warehouses or fulfillment locations.

If you purchase multiple products, they may occasionally arrive in separate packages and at different times.

You may also receive separate tracking numbers.

Will I be charged customs or import fees?

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

Unless otherwise stated during checkout, these charges may be the customer's responsibility.

Home & Salt does not control fees imposed by local customs authorities.

Returns & Refunds

What is your return policy?

Eligible products may be returned within 30 days of delivery, subject to the conditions described in our Returns & Refunds Policy.

Please contact us before sending any item back.

How do I start a return?

[support@homeandsalt.com]

Please include:

Your name
Order number
Product you would like to return
Reason for the return
Photos if the product is damaged, defective, or incorrect

If your return is approved, we will provide the appropriate instructions.

Where should I send my return?

Please do not send your order back to the address printed on the original shipping package unless we specifically instruct you to do so.

Our products may be fulfilled from different locations, so the correct return address must be confirmed by our support team.

Who pays for return shipping?

Return shipping responsibility depends on the reason for the return.

For change-of-mind returns, return shipping may be the customer's responsibility.

If a product is confirmed to be damaged, defective, or incorrect due to an error on our side, we will provide the appropriate resolution according to our policy and applicable law.

How long does a refund take?

Once an approved return has been received and reviewed, we will notify you of the refund status.

Approved refunds are generally issued to the original payment method.

After a refund has been processed by us, your bank or payment provider may require additional time to post the funds to your account.

Can I exchange a product?

Direct exchanges may not always be available because inventory can vary between fulfillment locations.

Contact our support team and we will advise you on the best available option.

Damaged, Defective, or Incorrect Items

What should I do if my item arrives damaged?

Please contact us as soon as possible and include:

Your order number
Clear photos of the damaged product
Photos of the packaging
A short description of the issue

We will review the information and provide the appropriate next step.

What if I received the wrong product?

If you receive an incorrect item, color, size, quantity, or variation, please contact us with your order details and photos of what you received.

We will review the issue and help resolve it.

What if something is missing from my package?

Check the product listing and package contents first to confirm what should be included.

If an item or component is missing, contact us with your order number and details of what is missing.

Products

Where do Home & Salt products come from?

We work with third-party manufacturers, suppliers, warehouses, and fulfillment partners to offer practical home and kitchen products.

Depending on the product, your order may be shipped directly from one of our fulfillment partners.

How do you choose your products?

We focus on products that fit the Home & Salt philosophy:

Practical. Useful. Thoughtfully selected for everyday living.

We look for products that can help make everyday home and kitchen routines simpler, more convenient, or more organized.

Will the product look exactly like the photos?

We make reasonable efforts to display products accurately.

However, slight differences in color, packaging, measurements, materials, or appearance may occur due to screen settings, manufacturing updates, or product variations.

Where can I find product dimensions and specifications?

Product-specific information can be found on the individual product page.

Where available, this may include:

Dimensions
Materials
Capacity
Power requirements
Compatibility
Package contents
Care instructions

If you need additional information about a product before purchasing, please contact us.

Are product instructions included?

This varies by product.

Where a manufacturer provides instructions or documentation, these may be included with the product or made available digitally.

You can also contact us if you need assistance locating product information.

Payments

What payment methods do you accept?

Available payment methods will be displayed at checkout.

Payment options may vary depending on your location, device, and the payment providers currently enabled on our store.

Is my payment secure?

Payments are processed through Shopify and supported payment providers.

We do not require customers to send payment information by email or message.

Always complete payment through the secure checkout provided on our website.

Why was my payment declined?

Payments can be declined for several reasons, including:

Incorrect card information
Insufficient funds
Bank security restrictions
Billing address mismatch
Payment provider verification requirements

If your payment is declined, please contact your bank or payment provider for additional information.

Discounts & Promotions

How do I use a discount code?

Enter your eligible discount code in the appropriate field during checkout and apply it before completing payment.

Can I use more than one discount code?

Unless otherwise stated, discount codes and promotional offers may not be combined.

Why isn't my discount code working?

A discount code may not work if:

It has expired
The promotion has ended
The order does not meet the minimum purchase requirement
The code applies only to selected products
The code has already been used
Another discount is already applied

Please review the promotion's terms or contact us if you believe the code should be valid.

Account & Communication

Do I need an account to place an order?

Where guest checkout is available, you may be able to place an order without creating an account.

Available checkout options will be shown during the ordering process.

How will you contact me about my order?

Order updates are generally sent to the email address provided during checkout.

Please make sure your email address is entered correctly.

How do I unsubscribe from promotional emails?

You can unsubscribe from marketing emails using the unsubscribe link included at the bottom of promotional messages.

You may still receive important non-marketing communications relating to your orders or customer service requests.

Privacy & Security

How do you use my personal information?

Information about how we collect, use, and share personal information is available in our Privacy Policy.

Do you use cookies?

Yes. Our store may use cookies and similar technologies for website functionality, analytics, preferences, and advertising where applicable.

Please review our Cookie Policy for more information.

Contact Home & Salt

I still need help. How can I contact you?

We're happy to help.

Email: [support@homeandsalt.com]

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

What information should I include when contacting support?

For the fastest assistance, please include:

Your name
Order number
Email address used for the order
A clear description of your question or issue
Photos where relevant

We'll review your message and help with the next appropriate step.