Frequently Asked Questions

A curious object should be allowed a little mystery. An order, however, should not.

This page answers the most common questions about Hawthorn & Key Ltd, our collections, delivery, returns and the practical details of shopping with us. If you cannot find the answer you need, please contact us.

About Hawthorn & Key

What is Hawthorn & Key?

Hawthorn & Key Ltd is an online British folklore shop and journal. Our collections bring together candles, journals, incense, tea, apothecary-inspired pieces, cards, stones, boxes, decorative objects and other curious things for the home.

Alongside the shop, The Hawthorn Archive explores British folklore, local legends, seasonal customs, old symbols and the quieter traditions of everyday life.

Do you have a physical shop?

Hawthorn & Key is currently an online shop. We enjoy the atmosphere of old shelves, brass handles and rain-washed shopfronts, but we do not pretend to operate from a fictional back room behind an imaginary counter.

Where are your products dispatched from?

Orders are dispatched directly from our trusted UK fulfilment partner. This allows us to offer a broader carefully selected collection without holding every item in one physical shop.

Do you personally pack every parcel?

No. Items are selected for the Hawthorn & Key collection, while order preparation and dispatch are handled directly by our UK fulfilment partner.

This arrangement allows us to keep the collection varied while remaining honest about how the shop works.

Are all your products made in Britain?

Not necessarily. We do not describe an item as British-made, handmade, natural or ethically sourced unless this is supported by the information available for that specific product.

Please read the individual product description for the details confirmed for each item.

Is Hawthorn & Key an occult or magical shop?

Hawthorn & Key is a folklore-inspired shop and journal. Some objects in the collection carry symbolic associations or connections with older traditions. Others are simply thoughtful additions to a home, a writing desk or a quiet evening routine.

We do not promise miracles, guaranteed protection, healing, wealth, instant transformation or accurate answers about the future. You can read more about this on our Our Approach page.

Orders

How do I place an order?

Add the items you would like to your basket, proceed to checkout and follow the instructions shown on screen. Before completing payment, please check your delivery address and contact details carefully.

Do I need to create an account?

[CONFIRM WHETHER GUEST CHECKOUT IS AVAILABLE]

How will I know that my order has been received?

Once your order has been placed successfully, you should receive an order confirmation by email. Please check your spam or junk folder if it does not arrive within a reasonable time.

If you still cannot find the confirmation, please contact us and include the email address used at checkout.

Can I change my order after placing it?

Please contact us as soon as possible at hello@hawthornandkey.co.uk.

We cannot guarantee that an order can be changed once it has entered the fulfilment process, but we will explain the available options.

Can I change my delivery address after placing an order?

Please contact us as soon as possible if you notice an error in your delivery address.

We cannot guarantee that an address can be changed after an order has entered the fulfilment process. Customers are responsible for checking that the address entered at checkout is accurate and complete.

Can I cancel an order before dispatch?

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

If the order has already entered the fulfilment or dispatch process, it may not be possible to stop the parcel. This does not affect any statutory cancellation rights that may apply after delivery.

Can I send an order as a gift?

You can enter the recipient’s delivery address during checkout.

[CONFIRM GIFT NOTE AVAILABILITY]

Do you offer gift wrapping?

[CONFIRM GIFT WRAPPING AVAILABILITY]

Can I order several products at the same time?

Yes. You can add several items to your basket before completing checkout.

Depending on the items ordered and the fulfilment process, products may occasionally arrive separately. Where this applies, we will provide the available dispatch information.

What should I do if an item becomes unavailable after I order?

If an ordered item cannot be supplied, we will contact you using the email address provided at checkout and explain the available options. Where appropriate, a refund will be arranged for the unavailable item.

Payment

Which payment methods do you accept?

[CONFIRM PAYMENT METHODS]

Which payment provider do you use?

[CONFIRM PAYMENT PROVIDER]

Do you store my full bank card details?

[CONFIRM PAYMENT PROVIDER SECURITY PROCESS BEFORE PUBLICATION]

What should I do if my payment fails?

Check that your payment details have been entered correctly and that your billing information matches the details expected by your payment provider.

If the issue continues, you may wish to try another available payment method or contact your bank. You can also contact us if the order status remains unclear.

Please do not send full bank card details, passwords or sensitive payment information by email or through the contact form.

Where can I read more about payments?

Please visit our Payment & Security page for further information.

Shipping and delivery

Where do you deliver?

[CONFIRM DELIVERY AREA]

Do you deliver outside the United Kingdom?

[CONFIRM INTERNATIONAL DELIVERY POLICY]

How long does order processing take?

Orders are prepared for dispatch by our UK fulfilment partner.

Estimated processing time: [CONFIRM PROCESSING TIME].

How long will my delivery take?

Estimated delivery time: [CONFIRM DELIVERY ESTIMATE].

Delivery estimates are not guarantees. Delays may occasionally occur because of carrier disruption, severe weather, unusually busy periods or circumstances outside our reasonable control.

How much does delivery cost?

[CONFIRM DELIVERY CHARGE]

Do you offer free delivery?

[CONFIRM FREE DELIVERY THRESHOLD]

Will I receive tracking information?

[CONFIRM TRACKING PROCESS]

Can my order arrive in more than one parcel?

Depending on the products ordered and the fulfilment process, an order may occasionally be divided into more than one parcel.

If items arrive separately, this does not necessarily mean that part of the order has been forgotten. Please check any dispatch information provided before contacting us.

What happens if I enter the wrong delivery address?

Please contact us as soon as possible. We cannot guarantee that an address can be corrected after an order has entered the fulfilment or dispatch process.

What should I do if my parcel has not arrived?

First, check the estimated delivery period and any tracking information provided. It may also be helpful to check whether the carrier has left a delivery note or placed the parcel in a designated safe location.

If the estimated delivery period has passed and the parcel has not arrived, please contact us. Include your order number and the email address used at checkout.

What should I do if tracking says delivered but I cannot find the parcel?

Please check around the delivery location, any designated safe place and whether the parcel has been accepted by another member of the household or a neighbour.

If you still cannot locate it, please contact us with your order number and the available tracking information.

Where can I find the full delivery information?

Please read our Shipping & Delivery page.

Returns, cancellations and refunds

Can I return an item if I change my mind?

For most eligible online purchases, you can tell us that you wish to cancel within 14 days after receiving the item. You then have a further 14 days to return it.

Some exclusions and conditions apply. Please read our Returns & Refunds page before sending anything back.

How do I request a return?

Please contact us before returning an item. Include your order number, the email address used at checkout and a brief explanation of your request.

We will explain the next step and provide the appropriate return instructions where applicable.

Should I send a return to your registered office?

No. Please do not send parcels to the registered office unless we have specifically instructed you to do so.

Returns may need to be sent to a different address provided as part of the return process.

Do I need to pay for return postage?

[CONFIRM RETURN POSTAGE POLICY]

What condition should a returned item be in?

Where a return is accepted, the item should be handled with reasonable care and returned in an appropriate condition, with any relevant packaging, labels and accessories where applicable.

Different rules may apply to faulty, damaged or incorrect items. Please contact us before arranging a return.

Are any items excluded from change-of-mind returns?

Some products may be excluded from change-of-mind returns where the law permits this, including certain personalised items or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

The applicable conditions will be explained on our Returns & Refunds page and, where relevant, in the individual product information.

What should I do if an item arrives damaged?

Please contact us as soon as possible. Include your order number, a short explanation and clear photographs of the item and packaging where relevant.

Please do not dispose of the product or packaging until we have explained the next step.

What should I do if I receive the wrong item?

Please contact us with your order number and clear photographs of the item received. We will review the issue and explain the available next step.

What should I do if part of my order is missing?

Check whether your order has been divided into more than one parcel and review any dispatch information provided.

If an item still appears to be missing, please contact us with your order number and details of the missing product.

How long will a refund take?

[CONFIRM REFUND PROCESS AND TIMESCALE]

Products and descriptions

Are the product photographs accurate?

We aim to present each item as clearly as possible. Colours and small details may appear slightly different depending on lighting, screen settings and natural variation where applicable.

Please read the product description carefully before ordering. If you have a practical question about an item, you are welcome to contact us.

Are your products handmade?

Only where this is explicitly stated in the individual product description.

We do not describe an item as handmade unless this information has been confirmed for that product.

Are your materials natural?

Only where this is explicitly stated in the individual product description.

Materials, finishes and ingredients vary between products. Please check the information provided for the individual item.

Are your products suitable for children?

Do not assume that an item is suitable for children unless this is clearly stated in the individual product information.

Candles, matches, incense, oils, small objects and breakable decorative pieces should be kept safely away from children.

Are your products safe around pets?

Suitability depends on the individual item, its ingredients and the household in which it is used.

Keep candles, incense, oils, hot holders, small objects and breakable items away from pets. Follow the product-specific instructions and seek appropriate professional advice if you have concerns about using a product around an animal.

Can decorative objects be used with food or drinks?

Not unless the individual product information clearly states that the item is suitable for that purpose.

A decorative bottle, jar, cup, bowl, spoon or box should not automatically be assumed to be food-safe.

Can I wash decorative items in a dishwasher?

Not unless the individual product instructions clearly state that dishwasher use is appropriate.

Please read our Materials & Care page for general guidance.

Candles, incense, oils and tea

How should I use candles safely?

Never leave a burning candle unattended. Place it on a stable, level and heat-resistant surface away from draughts, curtains, paper, furniture, children and pets.

Please read our full Candle, Incense & Oil Safety guidance before use.

How should I use incense safely?

Burn incense only in a suitable fire-resistant holder designed to catch ash safely. Keep it away from flammable materials, children and pets, and never leave it unattended.

Use incense in a well-ventilated room and follow the instructions supplied with the individual product.

Can I apply oils directly to my skin?

Not unless the individual product instructions clearly state that this is appropriate.

Different oils are made for different purposes. An oil intended for an oil burner may not be suitable for direct skin application, a diffuser or any other use.

Can oils be swallowed?

Do not ingest an oil unless it is explicitly labelled and intended for consumption.

Can I use any oil in an oil burner or diffuser?

No. Use only oils suitable for the intended equipment and follow the instructions supplied with the product.

Can I drink tea products from the shop?

Only products clearly described and labelled as tea or as suitable for consumption should be prepared as drinks.

Always follow the instructions and ingredient information supplied with the individual product. If you have allergies or dietary concerns, check the label carefully before use.

Stones, cards and symbolic objects

Do stones or crystals have healing powers?

Hawthorn & Key does not present stones, crystals or minerals as medical treatments or guaranteed sources of healing.

Some stones have acquired symbolic meanings through different traditions. They may be chosen for their appearance, cultural associations, personal meaning or decorative character.

Do charms guarantee protection?

No. A charm may carry symbolic meaning or connect with a story, tradition or personal memory. It should not be treated as a guarantee of protection from harm.

Can cards predict my future?

We do not describe cards as a source of guaranteed or infallible answers about the future.

Some people use cards as prompts for reflection, conversation or personal interpretation. Others simply enjoy their artwork, symbolism or connection with older traditions.

Do your products replace medical or professional advice?

No. Products, articles and journal materials from Hawthorn & Key are intended for cultural interest, decoration, personal reflection and everyday enjoyment.

They are not a substitute for medical care, mental health support, legal advice, financial guidance or any other form of qualified professional assistance.

The Hawthorn Archive

What is The Hawthorn Archive?

The Hawthorn Archive is the Hawthorn & Key journal. It explores British folklore, local legends, seasonal customs, curious places, old symbols and the small traditions that continue to give ordinary life a little more character.

Do your journal articles present folklore as fact?

No. We aim to distinguish clearly between folklore, historical context, interpretation and established fact.

Old beliefs remain worth exploring because they tell us something about place, memory and imagination. They do not need to be presented as proven facts in order to remain interesting.

Can I suggest a subject for the journal?

Yes. Thoughtful suggestions are welcome. Please use our Contact page and select Journal or editorial enquiry.

Can I report a correction?

Yes. If you notice an error or believe that a source or historical detail deserves another look, please contact us.

Privacy and contact

How do you use my personal information?

Please read our Privacy Policy for information about the personal data collected through the website, how it is used and your rights.

Does the website use cookies?

Yes. Please read our Cookie Policy for further information about the cookies used by the website and the choices available to you.

How can I contact Hawthorn & Key?

Please use our Contact page or email hello@hawthornandkey.co.uk.

We aim to reply within [CONFIRM RESPONSE TIME] working days.

What should I include when contacting you about an order?

Please include:

• your order number;
• the email address used at checkout;
• a short description of the issue;
• clear photographs, where relevant, if an item has arrived damaged or incorrect.

Please do not include full bank card details, passwords or other sensitive payment information in your message.