Frequently asked questions
The questions our support team answers most often. If yours isn't here, email us and we'll add it.
Where do you deliver?
We deliver within the United Kingdom only, including Northern Ireland, the Scottish Highlands and the Isle of Wight. We do not currently ship internationally.
How much is delivery?
Delivery is free on every order, with no minimum spend and no surcharge for larger pieces.
How long will my order take?
Processing takes 1–3 working days and transit a further 2–5, so most orders arrive within 3–8 working days. Orders placed before 2:00pm (Europe/London) on a working day enter dispatch the same day.
Which couriers do you use?
Royal Mail, Evri and DPD, chosen by parcel size and weight. Tracking is emailed automatically as soon as your parcel is scanned by the carrier.
Can I change or cancel an order?
Yes, if it has not yet been dispatched. Email support@heimora.store as soon as possible with your order number. Once dispatched, you can use our free 14-day return instead.
What if my item arrives damaged?
Email us a photograph within 48 hours of delivery and we will send a free replacement or a full refund, whichever you prefer. You will not be asked to pay return postage.
How do returns work?
You have 14 days from delivery to request a return. We email a prepaid label, so returning an item costs you nothing, and refunds are issued to your original payment method within 7 days of inspection.
Are your vases watertight?
Every vase with a sealed interior is marked as suitable for fresh flowers on its product page. Where a piece is decorative only, we say so in the specification.
Will my piece look exactly like the photograph?
Pressed and moulded pieces will. Hand-thrown pieces vary slightly in height, tone and rim finish, and we note this on the relevant product pages.
Do you publish customer reviews?
Only genuine ones. Every customer is invited by email to review their order after delivery, and verified reviews are published unedited as they arrive.
Anything else
Email support@heimora.store or read our delivery information and returns policy in full.
Still need help?
Email support@heimora.store or call +44 1253 863379. We answer Monday to Friday, 9:00am – 5:00pm (Europe/London).
Heimora, 13 Butts Rd, Thornton-Cleveleys, FY5 4HX, United Kingdom