Hearthsweep

Track your order

Enter your order number and the email you used at checkout to see where your order is.

Look up your order

Both details are in your confirmation email. We ask for the email address as well so that an order number on its own cannot reveal anyone's delivery details.

What to expect

  1. 1

    Order confirmation

    Sent within a few minutes of your payment going through. It carries your order number and what you bought. There is no tracking number yet, because nothing has shipped.

  2. 2

    Dispatch, 1–2 business days later

    We pick, pack and hand the parcel to the carrier, then email you the tracking number. From that point this page shows it too.

  3. 3

    Delivery, 3–7 business days after that

    Carrier tracking is the live source once a parcel is moving. Weather and peak periods can add a day or two.

Common questions

Where do I find my order number?
It is at the top of your order confirmation email, in the format HS-1A2B3C4D5E. If you cannot find that email, check your spam folder — then email us and we will look it up from your name and delivery address.
How long until there is a tracking number?
Dispatch takes 1–2 business days. Until the parcel is handed to the carrier there is no tracking number to show, so this page will say your order is being prepared.
The carrier says delivered, but nothing arrived.
Check around the property and with neighbours first — carriers often leave parcels in a porch or with a neighbour and mark them delivered. If it has not turned up after 24 hours, contact us and we will open an investigation with the carrier.
I entered the wrong delivery address.
Contact us straight away with your order number and the correct address. We can change it any time before dispatch. After dispatch we have to wait for the parcel to come back to us.
Can I change or cancel my order?
Yes, in full, any time before it ships. How to cancel an order.