FAQ

  • Shop House & Home is an exciting new shopping destination created for you by House & Home’s designers, editors and stylists.  We’ve hand-picked our favorite products from the trusted retailers, wholesalers and artisans that we go to for inspiration for our own homes.

  • While you browse, simply add the items you would like to purchase to your Cart. Please note that all pricing is in Canadian dollars.

    When you're done shopping, proceed to Checkout to review your items and complete your purchase. You only need to complete Checkout once, even if your cart contains products from multiple merchant partners.

    • Order Confirmation: Once your order is placed, you will receive an order confirmation from Shop H&H at the email address you provided.
    • Shipping Confirmation: Please note that you cannot ship to a P.O Box as most carriers do not deliver to P.O boxes; you will need to enter a physical mailing address. Once your items are shipped by our merchant partner, you will receive a shipping confirmation email that includes your shipment’s tracking information. If your order includes items sourced from more than one merchant partner, then you will receive a shipping confirmation email as each item has shipped.
  • If your item is available for pre-order, refer to the pre-order information in red on the item's product page, in the Cart and on your order confirmation for the estimated shipping date.  The pre-order shipping date is an estimated date  and therefore is not strictly guaranteed. If the production of a product(s) you pre-ordered is delayed, we will notify you as soon as possible.

    • Some of our products are available to ship to the continental United States.
    • Please note that you cannot ship to a P.O Box as most carriers do not deliver to P.O boxes; you will need to enter a physical mailing address.
    • If an item cannot be shipped the United States, this will be clearly marked on the product page and on your Checkout page. You will be unable to complete your order’s Checkout page if your order includes a United States shipping address for an item that is only available within Canada.
    • All orders shipping to the United States are Final Sale.
    • US customers are responsible to pay for any and all duties and border fees. Any additional fees will be presented for payment upon delivery of the parcel(s) by the delivery service.
  • If you change your mind about a product you have ordered, we will do our best to accommodate your change, however we cannot guarantee that we will be able to accommodate all change requests, and we cannot recall a product once it has been shipped. Please try and contact us within 24 hours of placing your order if you wish to request a change.

    • Contact Customer Service by email or phone:

  • Yes, you may purchase items and have them shipped to multiple locations, however you will need to place a separate order for each delivery address. Please note that you cannot ship to a P.O Box as most carriers do not deliver to P.O boxes; you will need to enter a physical mailing address. All items in a single order must ship to the same address, so each shipping destination will each require its own separate order.

  • You will be charged for the item(s) in your order within 2 business days from your order.  

    Upon placing your order at check out, we place a temporary authorization for the total order amount. This authorization can take one to three days to expire, depending on your credit card or financial institution. 

  • Prices displayed on the website do not include provincial, state or federal taxes. When you proceed to Checkout, applicable sales taxes will be calculated once you have specified your shipping address. 

    • We will do all we can to minimize order cancellations and delays, however in rare cases, an unexpected production or supply issue may cause a merchant partner to be unable to provide or deliver an item you have ordered, or put the item on back order. If this happens, we will contact you immediately to assist you in selecting a substitute product or new timelines for delivery.
    • For further information, if an item in your order is cancelled, please contact Customer Service.
    • If one item in your order is cancelled, it will not cancel your whole order. Rest assured that all other items will still be processed.
    • If we learn of a delay affecting your order, we will advise you of the new shipping date as soon as possible. If the new shipping date is inconvenient, then you may cancel your order and a refund will be given.
    • The return policy for each item is noted on the item's product page, in your Cart and at Checkout. When a product is “Final Sale”, it will be noted in red.
    • A returned product must be returned unused, with its packaging and in its original condition. Our Merchant Partners reserve the right to refuse the return of any merchandise that does not meet the return policy requirements.
    • In the event of refusal, the product will be sent back to the original shipping address and you will be notified by email.
    • Excessive returns from an individual customer may result in a suspension or discontinuation of service to that customer.
  • Returned merchandise must be accompanied by a Return Authorization Number that allows us to track your return shipment. You can obtain a Return Authorization Number in the following ways:

    • Contact Customer Service: You will have 3 days to print and use your return authorization number before it expires.

    • For more information on returns, click here.

  • Once your item is received in acceptable condition by the Merchant Partner that shipped it to you, Shop H&H will credit your refund to the original payment method. This typically takes five to ten business days, depending on your bank or financial institution.

    • If a product is non-returnable, it will be marked as “Final Sale”.
    • The return policy for each item is noted on the item's product page, in your Cart and at Checkout. When a product is “Final Sale”, it will be noted in red. The following item categories are “Final Sale”:
      • Most bedding; For hygienic purposes this includes opened sheets, pillows, duvets, pillow cases and bed spreads (some merchants will not accept any bedding whether they are sealed or not, this will be marked on the product’s page)
      • Opened towels, table cloths and linens
      • Some upholstered furniture
      • Custom Orders that have commenced production
      • Orders destined to be shipped to the United States
      • Specified sale items
      • If otherwise stated on the product page
    • Shop H&H does not offer exchanges at this time.
    • For any questions or concerns on returns or exchanges, contact Shop H&H's Customer Service:
    • Email: [email protected]
    • Phone: 1 855 717 4674 (9AM to 5PM EST weekdays)
    • You can shop on Shop H&H without creating an account, however when you create your Shop H&H account, you will access the following benefits:
      • Exclusive Shop H&H emails
      • Review past purchases
      • The ability to see your account details, address book and email preferences
      • Create and update your Inspiration Board and your personal Wish List
    • To create an account, simply go to the Create My Account page and fill in your details.
  • Simply go to the Login Button found at the top-right corner of the page and click on "Forgot Password" to reset it. 

    • Your privacy and online security is important to Shop H&H. We use Beanstream, a secure online payment gateway that encrypts your credit card details, to store and safely transmit your personal and credit card information through our purchasing systems.
    • All orders are processed through our secure Checkout system. For your additional safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.
  • Please be assured that all data is handled securely, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, please read our Privacy Policy in full.

  • Shipping insurance is provided by our merchant partners and shipping providers. For more information on shipping insurance, please see below.

    • If your box is damaged when you receive it, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box. For tips on managing damaged deliveries click here.
    • Shop H&H does not offer shipping insurance on any returns you make. You may purchase additional or required insurance at your local shipping depot or with the shipping provider picking up your item, if desired. This is the customer’s decision.
  • Gift Cards will be available for purchase on the website very soon! Please email us for more information or if you have any questions.

Don't see the answer to your questions above? Contact Us at Shop H&H with any questions you may have.