Answers to the questions we hear most. If yours isn’t here, write to us at info@hometouchco.com — a real person will reply.
Shipping & delivery
Where do you ship?
We ship across the European Union and worldwide. Shipping costs are calculated at checkout based on destination and order weight.
How long does delivery take?
France: 2–4 business days. Rest of EU: 4–7 business days. Worldwide: 7–14 business days depending on destination. You’ll receive a tracking number by email the moment we ship.
Is shipping free?
Complimentary delivery across the EU on orders over €120. Below that, standard rates apply. Worldwide shipping is calculated at checkout.
How do I track my order?
You’ll receive an email with a tracking link the moment your order leaves our warehouse. Real-time updates until it arrives at your door.
Returns & refunds
What is your return policy?
Thirty days to live with a piece. If it doesn’t feel right, return it — no questions asked. See our full returns policy for details.
How do I start a return?
Email info@hometouchco.com with your order number and the item(s) you’d like to return. We’ll reply within one business day with return instructions.
When will I see my refund?
Refunds are processed within 3–5 business days of receiving your return. It may take an additional 5–10 days for the funds to appear on your original payment method, depending on your bank.
Payment
What payment methods do you accept?
All major credit and debit cards, plus iDEAL, Bancontact, SEPA Direct Debit, Klarna, Apple Pay and Google Pay. Payments are Stripe-encrypted end-to-end.
Is checkout secure?
Yes. Payment details are processed by Stripe, one of the world’s most trusted payment providers. We never see or store your card information.
Are prices inclusive of tax?
Prices displayed are the final prices you pay — there are no additional taxes at checkout. Home Touch operates under the French micro-entrepreneur regime and does not charge VAT (Article 293 B of the French tax code). For deliveries outside the EU, local import duties and taxes may apply at customs and are the buyer’s responsibility.
Products & care
How should I care for handmade pieces?
Each piece includes care instructions specific to its material. As a general rule, hand-wash ceramics, dust lighting with a dry cloth, and keep textiles out of direct sunlight to preserve colour.
Are your pieces unique?
Many of our pieces are handmade or hand-finished, meaning small variations in colour, texture and form are part of the character. These are not flaws — they’re the signature of the maker’s hand.
Orders & account
Do I need an account to order?
No — guest checkout is available. Creating an account makes it easier to track orders and reorder favourites, but it’s entirely optional.
Can I change or cancel my order?
Orders can be changed or cancelled within 2 hours of placement. Email info@hometouchco.com with your order number as soon as possible. Once dispatched, orders can be returned per our returns policy.
Still have a question?
Write to info@hometouchco.com — a real person will reply within one business day. Or visit our contact page.