You can reach us anytime at support@heartnests.com or text our hotline at (+61) 450 878 988 on Whatsapp, Wechat.

We typically respond within 24 hours, Monday to Saturday.

For faster support, please include your order number and any relevant photos.

Yes, within 1 hour of placing your order, as long as it hasn't been fulfilled. Contact us at support@heartnests.com or on WhatsApp at (+61) 450 878 988. After 1 hour, or once the order is fulfilled, it can't be cancelled and our standard return conditions apply, including the 10% restocking fee.

Because we use handwoven natural materials, each piece may have slight variations in color, texture, and shape. This makes every product unique and part of its handcrafted character.

For glass, metal, and resin designs, finishes are more consistent, though minor variations may still occur due to production processes and lighting conditions.

We ship from our Australia and United States warehouses, selecting the closest available location based on your order and stock availability.

We offer worldwide shipping and deliver to most countries globally.

If you're unsure whether we ship to your location, feel free to contact us.

Estimated delivery times:

• Australia: 2-4 business days (metro areas)
• United States: 5-10 business days (metro areas)
• International orders: 6–25 business days

Delivery times may vary depending on your location, customs processing, and peak periods.

Most orders are dispatched within 48 hours from our Australia and US warehouses. For added convenience, customers can also choose complimentary warehouse pickup by appointment.

Once your order has been shipped, you will receive a tracking link via email.

You can also track your order anytime via our Track Your Order page by entering your tracking number.

For international orders, customs duties, taxes, or import fees may apply depending on your country's regulations.

These charges are not included in our pricing and are the responsibility of the customer.

We accept returns within 30 days of delivery.

Items must be unused and returned in original condition and packaging.

If your item arrives faulty, defective or damaged, return shipping is free. For change-of-mind returns within Australia and the United States, we can send you a prepaid return label and the cost is deducted from your refund. International customers can use their preferred courier.

Please contact us within 48 hours of delivery with photos of the item and packaging.

We will arrange a replacement or refund.

Returns are refunded within 5-10 business days after the item arrives back with us and passes inspection. Cancelled orders are refunded within 3-5 business days. A 10% restocking fee applies to change-of-mind returns.

Heartnests offers a curated range of lighting and homewares crafted from both natural and modern materials, including:

• Handwoven rattan and natural fibers
• Metal finishes (brushed, aged, or coated)
• Glass and sculptural forms
• Resin and composite materials

Each material is carefully selected for its aesthetic quality, durability, and suitability for everyday use.

Many of our pieces are handcrafted by skilled artisans, particularly our woven and natural designs.

Other collections incorporate precision manufacturing techniques to achieve refined finishes and modern forms.

This balance allows us to offer both artisanal character and contemporary design consistency.

Yes — we prioritise material integrity and finish quality across all collections.

Our products are made using:

• Carefully sourced materials
• Skilled craftsmanship or controlled production methods
• Quality checks before dispatch

Yes — our products are made using materials and finishes that meet strict regulatory requirements for import into Australia and the United States, two of the world's most highly regulated markets.

This ensures our products are suitable for safe indoor use and meet recognised safety standards.

We aim to balance design, quality, and environmental responsibility by:

• Using natural and renewable materials where possible
• Supporting traditional craftsmanship
• Producing in small to moderate batches to reduce waste

While not all materials have the same environmental profile, we continuously work towards:

• Better sourcing
• More efficient production
• Lower-impact materials

Yes — all lights support:

• 110–240V
• E26 / E27 sockets
• AU / US / UK / EU compatibility

For safety and compliance, we recommend installation by a licensed electrician to ensure compatibility with your local wiring and regulations.

Yes, when used with a dimmable bulb and compatible dimmer switch.

No — bulbs are not included so you can choose your preferred brightness and tone.

We recommend installation by a licensed electrician.

Yes — most of our pendant lights can be installed on sloped ceilings.

For the best result, we recommend using a swivel ceiling rose, which allows the light to hang straight even on angled ceilings.

We offer compatible ceiling accessories designed for sloped ceilings — simply explore our accessories collection to find the right fit.

If you're unsure, contact us and we'll recommend the correct setup for your space.

Yes — we work with interior designers, stylists, developers, and hospitality venues.

We offer exclusive trade pricing, priority support, and tailored product recommendations for larger or ongoing projects.

• Exclusive pricing
• Priority support
• Early access to new collections

👉 To apply, visit our Trade & Wholesale page and submit your details.