Care Guides & FAQs
We hope the below information will be useful to help answer the questions you may have about your purchase. We are a small team and most of the time we are working very hard making and preparing your orders, so they can be sent out to our wonderful customers as quickly as possible. Please do contact us if you still have questions after browsing our care guides and FAQs below.
~ PLEASE READ CAREFULLY ~
SHIPPING & RETURNS
How long will it take for my order to arrive?
Marble Platters and Wooden Items
Handmade to Order
All items are lovingly handmade to order! Orders have a production time of 7-14 working days before dispatch. We endeavour to handmake your order as soon as we can, but we may need longer to make orders during busy periods e.g. Christmas. If you need your order urgently we can offer an upgraded delivery service for speedy shipping - please call our customer service team.
Standard UK Mainland
We offer a standard (3-5 working days from date of dispatch) delivery service for all UK mainland deliveries. The cost for this is £6.99. All orders above £99.99 qualify for free shipping, which is automatically applied at checkout. This excludes our ironmongery range - please see below.
We can offer an upgraded delivery service for speedy shipping for all marble and wooden products if you would like to call our customer service team.
Deliveries to the Scottish Highlands & Islands, the Isle of Wight, the Isle of Man, the Channel Islands and Northern Ireland may take a little longer, and shipping is calculated at checkout.
International Deliveries
Shipping for international deliveries is calculated at checkout. Please allow a minimum of 14-21 working days for your order to arrive.
Depending where in the world you are, your country may impose additional taxes, customs charges, or handling fees to the postage cost. The Humble Hare Ltd does not not offer refunds for rejected parcels due to customs fees.
Marble Splashback Tiles
Every splashback tile purchase is handmade to order. Production times may vary depending on the size of your order. Please contact us with your order details for an estimated lead time.
We offer a standard (3-5 working days from date of dispatch) delivery service for all UK mainland deliveries. The cost for this is £6.99. All orders above £99.99 qualify for free shipping, which is automatically applied at checkout.
Shipping for international deliveries is calculated at checkout. Please allow a minimum of 14-21 working days for your order to arrive. Depending where in the world you are, your country may impose additional taxes, customs charges, or handling fees to the postage cost. The Humble Hare Ltd does not not offer refunds for rejected parcels due to customs fees.
Orders will be delivered either in a box or by pallet depending on the size and weight of your order. Please be aware that our couriers are not able to unpack your tile order for you.
Ironmongery Range
Products in our ironmongery range are handmade to order, please allow for up to 14 working days for delivery to addresses in the UK.
Our standard UK mainland shipping cost for our ironmongery range is £69.99.
All ironmongery items are delivered on a pallet via our courier. Please be aware that our couriers are not able to unpack or position your order for you.
Please see our Shipping Policy for full details.
My order hasn't arrived yet?
Our products are handmade to order, and as such can take a little longer than usual to prepare for dispatch. Once dispatched, you will be notified by email and our standard UK mainland shipping service takes 3-5 days. If 14 working days have passed since your order was placed, please contact us by email or by phone.
We cannot be held responsible for delays caused by third-party shipping carriers. However, we have great relationships with our shipping companies, and will always do our best to work with them to get your order to you as soon as possible.
How do I track my order?
On dispatch, you will receive a shipping confirmation email, and tracking information. Our main courier services used are Evri and DPD. If a maximum of 14 working days has passed since placing your order, and you have not received your tracking information, please contact us.
Do you offer speedy shipping or next day delivery?
We endeavour to handmake your order as soon as we can, but we may need longer to make orders during busy periods e.g. Christmas. We do hold small amounts of stock on some items, so if you need your order urgently we may be able to offer an upgraded delivery service for speedy shipping depending on the product - please call our customer service team to enquire.
Do you offer free delivery if I spend over a certain amount?
Yes - All orders above £99.99 qualify for free shipping, which is automatically applied at checkout. This excludes our ironmongery range.
We offer a standard (3-5 working days from date of dispatch) delivery service for all UK mainland deliveries under £99.99. The cost for this is £6.99.
Do you ship internationally?
Yes - Shipping for international deliveries is calculated at checkout. Please allow a minimum of 14-21 working days for your order to arrive.
What courier services do you use?
Our main courier services used are Evri and DPD, but occasionally this may vary.
Can I return my order?
Damaged items
We hope your order arrives with you safely, but occasionally the couriers don't always care for parcels the way we would like them to! If your item arrives damaged, please contact our team so we can rectify the issue for you. It is never our intention for you to receive an item that is not perfect! Please contact us within 30 days of your product being delivered.
We will require you to email pictures of the damaged box and item to hello@thehumblehare.co.uk and our customer services team will assist further to provide a returns label where necessary.
Please note: rustic edges, marble veining, divots and colour variations, wood knots, and wood grain variations are all part of the rustic charm of our handmade products. Products with these features are not considered damaged or faulty. Please see our blog post here which highlights some of the beautiful variations you might find in our natural materials.
Unwanted Items
If you have changed your mind and wish to return your item, please contact us.
All personalised items and splashback tiles are considered final at the point of ordering, and therefore we don’t accept unwanted returns on these items.
We do not currently offer free of charge returns for unwanted items but can supply a return postage label for use within the UK mainland for £8.99. Please contact us via the below details and we can process your payment for the returns label and send this to you via email.
For hygiene reasons, your item must be returned to us unused. Please note that all returns must arrive back to us in the original packaging and saleable condition.
For full details please see our Returns and Exchanges Policy
Where do I return my order to?
Please contact us in order to organise returning a damaged or unwanted item.
Please note: all personalised items and splashback tiles are considered final at the point of ordering, and therefore we don’t accept unwanted returns on these items.
If you are returning an unwanted item back to us this must be sent back in its original packaging.
All items must be returned to us in an undamaged and resaleable condition in order for us to issue a refund.
The cost of the return shipping for unwanted items is the customer's responsibility, however we can assist with this by processing the shipping cost via email and issuing the returns label for you.
For full details please see our Returns and Exchanges Policy.
How long do I have to return my order?
If you would like to return your order please contact us as soon as possible, within 30 days of your order being delivered. We must be notified immediately if your order arrives damaged.
To allow us to process your return, please include a copy of your order confirmation email. If you no longer have this, please include your full name, order number and contact details.
Please note: all personalised items and splashback tiles are considered final at the point of ordering, and therefore we don’t accept unwanted returns on these items.
For full details please see our Returns and Exchanges policy.
Can I arrange a return at one of your stockist’s stores?
If an order has been placed on our website then it will have to be returned to our HQ for the refund/replacement to be processed. Stockists would be unable to accept returns that aren’t purchased from themselves.
If you have purchased a Humble Hare item from one of our stockists, this would need to be returned back to them directly. We cannot process returns or refunds on behalf our stockists.
For full details please see our Returns and Exchanges Policy.
~ OUR MOST FREQUENTLY ASKED QUESTIONS ~
GENERAL QUERIES
Where can I purchase a Humble Hare product?
We have an ever growing list of proud Humble Hare stockists. Contact us for help with finding your local stockists. We advise contacting them directly before making a special trip to make sure they carry the designs you are looking for, as not all stockists hold the full range.
Where are your products made?
We handmake our products here on our family farm in the Essex countryside. The farm is home to our office, design studio, and manufacturing workshop, and we ship everything straight from the workshop to your door. The farm is also home to our mischievous herd of rescue sheep, who star in The Great Escape design!
Do you sell to wholesale?
Absolutely! We welcome enquiries from new stockists, please fill out our Trade Contact Form to get in touch with one of our amazing team, who will walk you through the process of becoming a Humble Hare stockist.
How do I order a gift voucher?
We know it's very hard to choose from our wide range of designs! Therefore one of our Gift Vouchers is the perfect solution if you're not sure which of our beautiful designs your loved one would choose.
Our gift vouchers are digital and hop straight into your inbox, so they also make the perfect last minute gift.
How do I subscribe to your newsletter?
To subscribe to our newsletter enter your name and email address in the pop-up box on our home page, or scroll to the bottom of our website to subscribe using the box in the footer. You can also sign up here.
By being part of The Humble Hare community you'll be the first to hear about new products, latest news from the studio, and exclusive special offers for newsletter subscribers.
I can't find my 10% off new subscriber offer?
When you sign up to our newsletter, the first email your receive contains a 10% off code for new subscribers. If the email hasn't come through, please check your spam or junk folder. If you are still having trouble please contact us and a member of our team will assist you.
How do I access my Wishlist?
Use our Wishlist to save your favourite Humble Hare products for later.
- Navigate to the top of our website page and click on the heart icon (next to the basket).
- Once you're in your Wishlist, you will see the products that you have added.
- Log in to your Humble Hare account to save your Wishlist for later, or send your Wishlist to family and friends for birthday or Christmas hints!
How do I log into my Humble Hare account?
To log into your Humble Hare account:
- Navigate to the top of our website page and click on the heart icon (next to the Wishlist heart icon).
- Enter your email address
- You will be sent a 6-digit log in code to your email address.
- Enter the code to log in.
- Once logged in you can see your existing and past orders, and access your saved Wishlists.
How do I unsubscribe from your newsletter?
We'll be so sorry to see you go, don't forget that by being part of The Humble Hare community you'll be the first to hear about new products, latest news from the studio, and exclusive special offers for newsletter subscribers.
You can unsubscribe from our newsletter using the link at the footer of our emails.
What are your customer service hours?
The team are available to answer customer service queries between 9am and 5pm Monday - Friday. Please call us on 01277 715715.
Occasionally some of the office team are needed in the workshop at the other end of the farm - if we are unable to answer the phone, please leave us a message. Alternatively please email us at hello@thehumblehare.co.uk, and one of the team will get back to you asap!
Can I collect my order from your family farm?
We do not have a physical store at the farm, it is our office, studio, manufacturing and shipping premises. It is a working farm and is not open to the public.
However we have many lovely stockists all over the country, where you can purchase The Humble Hare products in person. Please reach out to us for help with finding your local stockist.
If you cannot find the design you are looking for in your local stockist, please place your order via our website, and your order will be delivered straight to your door!
Do you sell seconds pieces?
Yes we have an Outlet page where you can purchase items that don't meet our strict criteria for first-quality products.
Outlet items may have:
- Minor imperfections
- Design variations
- Slight cosmetic flaws that do not affect the overall functionality of the product.
Outlet items are still fully usable and offer great value.
You will receive the product that you see in the photo, so please check the image carefully before purchase.
All Outlet items are sold as seen and are non-refundable.
Do you take commissions?
Please contact us directly at hello@thehumblehare.co.uk to discuss commission pricing and availability.
~ MARBLE COASTERS ~ CHEESEBOARDS ~ TRIVETS ~ SERVING PLATTERS ~ WORKTOP SAVERS ~
MARBLE PLATTERS & COASTERS
What can I use my platter for?
Our products are multipurpose with a variety of different uses. A few ways we love to use them are listed below, but the uses are endless!
- Serving Platter/Tray
- Pot Stand/Trivet
- Place Mats
- Candle Stand
- Worktop Saver
- Coasters for your hot drinks
- Soap Dish
- Home Decor
- Cheese and Charcuterie Board
- Splashback tiles
We do not recommend that you use our platters as a chopping board.
How do I care for my platter?
We recommend that you clean all marble platters before first use. Our marble products are not dishwasher safe, and cannot be submerged in water due to their cork backing.
The surface of the platter can be cleaned using a sponge with dish soap and warm water, or an antibacterial spray and soft cloth.
Please see our Marble Care Guide for more details.
Are the platters and coasters heat resistant?
All of our marble products are finished with a heat-resistant sealant that is certified to withstand heat up to 90°C, meaning that they can be used as pot stands, trivets, serving platters and coasters.
Are the platters and coasters food-safe?
Yes. The sealant that we use to finish our marble products is certified food-safe for cold snacks.
If you are using the platter for food display purposes, we recommend placing the food onto greaseproof paper, a doily, or similar in order to protect the surface of the platter.
We recommend avoiding prolonged contact with highly acidic foods (such as sliced tomatoes or citrus fruits), as the acidity can affect the finish.
Will my platters cause damage to my surfaces?
All of our marble platters and coasters are finished with a sealed cork backing to prevent scratches or damage to your surfaces.
Please keep in mind that cork is a natural product containing natural oils, that in some environments can cause light staining on work-surfaces.
To ensure your product remains in good condition, regularly clean under your platters. Due to the cork backing please do not submerge your platter in water for long periods of time.
Is my platter fragile?
Marble is a hard-wearing natural stone, but the platters are not indestructible. If they are dropped or handled without proper care they could break. Make sure to use two hands to support the weight of your platter when moving it.
Is my platter stain-proof?
Our marble platters are not stain proof, so heavy-staining food and drink such as (among others) beetroot, turmeric, coffee, tea, red wine, and tomato-based sauces may stain. To avoid staining we recommend that you wipe any spills up quickly using hot soapy water and a soft cloth.
Other circumstances that could potentially mark or discolour your platter include:
- Harsh or abrasive cleaning chemicals can cause marks or stains on the surface of the platter, we recommend that you only use dish soap or a general-purpose antibacterial kitchen spray to clean your platter.
- A smoking environment can cause discolouration to the platter.
- Platters left in direct sunlight for long periods of time may eventually become discoloured or faded.
Are the veins or marks on my platter defects?
All of our coasters and platters are made by hand and not mass produced in a factory. Using natural pieces of stone to craft a truly beautiful handmade product is something that makes us very proud.
Each piece of marble has variations in colour and markings including veins, divots, and tumbled edges. These variations are not defects, they are part of the one-of-a-kind nature of our marble, making your platter totally unique!
Please see below for a comprehensive list of the beautiful natural variations in colour and texture you might find in our marble products:
MARBLE VEINS – You may see lines running through your platter and think that your lovely new purchase has a crack! Please don’t worry, our platters are made from marble which is a natural stone, and many pieces have marble veins running through them. The veins vary in size, colour, and distribution throughout the marble, from thinner dark lines to wider veins of pink quartz crystal. Marble veins are a part of our platters and make each piece truly unique. If you are worried that your platter does have a crack in the marble rather than a natural vein, please get in touch.
COLOUR VARIATIONS – The type of marble we make our platters from has many beautiful variations, including subtle differences in colour. No two pieces are exactly the same which is part of their charm, and the colour of your platter may vary.
FRECKLES – You may see rounded ‘freckle’-like marks in the marble, these are another natural variation and provide a beautiful texture to the stone.
DIVOTS OR INDENTS – Our marble platters have a rustic design, and the surface of the marble may not be completely smooth. This is perfectly normal and adds charming unique features to your handmade product.
MISSING CORNERS & EDGES - The edges of the platters and coasters will often vary with rounded corners and tumbled wobbly edges. This is a design feature we have chosen for a lovely rustic finish.
For more information on the beautiful natural variations found in our marble platters, please visit our blog!
My platters have different finishes, why is this?
Our platters are hand crafted by a fantastic team of makers, meaning each piece may vary depending on which team member has made it especially for you! Some platters may have a slightly more matt or shiny finish. This is the beauty of a handmade product.
I bought the wrong design, can I exchange it?
If you would like to exchange your platter for a different design, you can do so providing that the item is re-packaged safely, and in the original packaging to avoid breakages.
Returns cannot be accepted unless the original packaging is used. The shipping cost and handling is the responsibility of the customer, and exchanges must be placed within 30 working days from the date of original purchase.
Please email us if you wish to exchange and enclose details and reason for the exchange inside the parcel. Please note that personalised products cannot be exchanged.
For full details please see our Returns and Exchanges Policy
My order is a gift, can I add a note?
If your order is a gift and you would like us to add a handwritten note for the recipient, please add a gift message to your basket before checkout.
~ MAKE YOUR HUMBLE HARE PRODUCT UNIQUE TO YOU! ~
PERSONALISED PRODUCTS
Which products can I personalise?
How do I personalise my item?
If a product has a 'Personalise me!' badge on the image, you can add personalised text to make it unique to you! You can find the entire personalised collection here.
To personalise your product, simply select from the personalisation options on the product page, and enter your personalised text when prompted.
Please make sure to read the Personalised Product T&Cs before placing your order.
Can I request custom fonts and colours for my personalised text?
We are unable to accept orders for custom layouts, fonts, or colours, please choose from the options provided.
I've noticed a mistake in my wording, can I change my order?
Please contact us immediately if you notice a mistake on the text you have entered. Unfortunately once your order has been placed we cannot guarantee that any amendment can be made, as we send personalised orders to production as quickly as possible to keep to our production and shipping schedule for our customers. Please make sure to read the Personalised Product T&Cs before placing your order.
Personalised text will be added to your product exactly as entered including punctuation and spelling. Text will be formatted as shown in the product images. Please check that you have entered the correct text before placing your order.
We have character limits in place to ensure the product and text is displayed in its best light, unfortunately we cannot accept emojis as part of the text. However, numbers, punctuation and special characters (e.g. accents) are included.
Can I choose multiple text fonts and colours for my personalised placemat set?
The text colour and font selected is applied to all placemats in the order, it is not possible to mix fonts and colours across the order.
Can I return my personalised platter order?
Personalised items cannot be returned or refunded unless they are received damaged.
For full details please see our Returns and Exchanges Policy
Are there any restrictions on words or phrases I can choose?
We reserve the right to accept or decline your order at our discretion (e.g. We may decline to accept your order if the personalised text requested is inappropriate or offensive).
How many characters can I add to my personalised product?
No two designs are the same, and character limits are clearly marked on the text boxes when you add your personalisation.
Is the personalisation included in the price?
Personalised text is included in the cost of the item. Some personalised products have additional personalisation options which include an extra cost. This is clearly outlined on the individual product pages.
What if I notice a mistake when I receive my order?
We do our very best to ensure accuracy when making your personalised order, but occasionally mistakes do happen. If you notice that we have made a mistake on your personalised order please contact us straight away.
If you made a mistake on the text you have entered, unfortunately we cannot offer a return or refund.
Please make sure to read the Personalised Product T&Cs before placing your order.
~ SPLASHBACKS ~ WALL TILES ~ FLOOR TILES ~ PAVING ~
SPLASHBACK TILES
How many tiles do I need?
Please confirm the number of tiles required for your project with your tiler or builder before purchasing, as all orders are made to order and are non-returnable.
We recommend that you allow for 10% wastage on top of the exact square meterage when ordering. If you are using a brick bond pattern for your tiles, up to 15% may be required.
Please note that if you require extra tiles for your project after your initial order, we cannot guarantee that they will be from the same batch as your first order. Marble is a natural stone and colour and markings will vary from batch to batch.
The Humble Hare Ltd cannot be held responsible for any shortfall or over-estimation of tiles ordered.
Do you sell plain tiles to match your decorative tiles?
Yes! Finish your interior design project with our plain natural marble tiles to match our decorative splashback tiles. Every plain tile is finished with the same care and attention as our decorative marble products. Arrange the plain tiles as a simple border for your splashback, or create an entire tiled wall, the combinations are endless!
Do you offer sample tiles?
We don’t offer separate sample tiles, as all of our tiles are sold individually. This means you can simply purchase a single tile to see the colour, texture, and finish in person before committing to a larger order. Most of our customers purchase a 10x10cm tile for colour matching and testing.
How long will my order take to arrive?
Every splashback tile purchase is handmade to order. Production times may vary depending on the size of your order. Please contact us with your order details for an estimated lead time.
How will my tile order be delivered?
Orders will be delivered either in a box or by pallet depending on the size and weight of your order. Please be aware that our couriers are not able to unpack your tile order for you.
Do you provide grout, filler, upstands etc?
The Humble Hare provides tiles only. We do not provide grout, filler, upstands etc, as we appreciate that every customer's personal taste is unique! We recommend discussing the grout colour and style with your tiler or builder, who will be able to advise you on the options available.
Can I return my splashback tile order?
All splashback tiles are considered final at the point of ordering, and therefore we don’t accept returns on unwanted or over-ordered tiles.
If your splashback tile order has arrived damaged, please contact us to organise a replacement. We will require you to email pictures of the damaged box and item to hello@thehumblehare.co.uk and our customer services team will assist further.
~ CHESS ~ SNAKES & LADDERS ~ NOUGHTS & CROSSES ~ DRAUGHTS ~
BOARD GAMES
Which board games do you make?
Our collection includes classic favourites such as Noughts & Crosses, Snakes & Ladders, Chess, and Draughts all reimagined in The Humble Hare’s timeless countryside style. Each set is made to be both played and proudly displayed.
Are your board games suitable for children?
Our board games are not suitable for children under 3 years old. They include small pieces which could present a choking hazard, adult supervision is required at all times. Do not leave children unsupervised with the drawstring cotton bag, this is not a toy and could pose a safety risk.
Can I play the board games, or are they just decorative?
They’re absolutely made for play! While our designs make beautiful statement pieces for your home, each one is fully functional. They're handcrafted to bring family and friends together for moments of connection and laughter.
Do your board games come boxed or ready to gift?
Each board game arrives to you beautifully presented in an eco-friendly cotton bag stamped with The Humble Hare logo.
The wooden game pieces are stored in a small cotton drawstring bag, and each game is provided with instructions for how to play.
Many customers choose to gift them as keepsakes, wedding gifts, or heirloom pieces for family homes.
How should I care for my marble game board?
Marble is wonderfully durable, but it appreciates gentle care. Wipe clean with a soft, damp cloth and dry thoroughly. The wooden pieces can be dusted with a soft cloth. Please see our Board Game Care Guide for full care instructions.
What are your board games made from?
Each game board is made from tumbled marble with a sealed cork backing to protect your surfaces. The games pieces, counters and dice are made from wood, and every game is packaged in an eco-friendly cotton drawstring bag.
Where are your board games made?
All of our board games are designed and handmade in the Essex countryside by our small family-run team. Every detail reflects our love for nature, heritage, and timeless
craftsmanship.
Can the board games be used outdoors?
While you could enjoy your board game outside during the warmer months, we recommend keeping your board indoors to protect it from moisture and temperature changes. They’re happiest enjoyed at the kitchen table, by the fire, or wherever friends gather.
~ MARBLE COASTERS ~ MEDIUM ~ LARGE ~ SHARING ~
KEEPSAKE COLLECTION
How do I upload my keepsake image?
For best results please upload a high resolution scan of the original piece. If you do not have access to a scanner, please take a photo of the original piece in natural daylight on a flat surface, avoiding any shadows on the image.
Should I post the original keepsake to you?
Please do not post your precious original pieces to us! We can only accept scanned or photographed images uploaded via our website.
Can I upload a photo of my family or pet?
We can only accept children's drawings, hand and footprints, and handwriting for any Keepsake order. We cannot make a platter or coaster using a photograph of people, places or pets.
Is the personalisation included in the price?
Yes personalisation is included in the listed price. On some products you have the option to add more than one image. There is a £5.00 charge per additional image.
I want to include more than one image, how will they be arranged on my platter?
If you choose to upload more than one image for your keepsake platter, we will arrange the images as shown in the layout guide on the product page.
Will my handprint/footprint/handwriting fit on a coaster?
Handprints & Footprints:
Our Cherished Memories coasters are ideal for life-size newborn handprints and footprints, but for larger hand and footprints (toddlers and older), they will be resized to fit.
Handwriting:
Our Cherished Memories coasters are suitable for short handwritten phrases of up to 8 words maximum, e.g. "Love you to the moon and back xxx". For longer handwriting keepsakes we recommend choosing a medium, large or sharing platter for best results.
If you are unsure which size to choose for your keepsake, please contact us for assistance.
Can I add a platter stand to my order?
Yes! Add the stand to your order via the checkbox on the product page, or visit our accessories page.
Can you reproduce the file that I upload exactly?
While we endeavour to replicate the image that you upload as closely as possible, please be aware that we may make minor layout alterations or changes in order to create the best possible product for you.
E.g. If a child's drawing is sent to us on coloured paper, only the drawing will be placed onto the platter, not the coloured background. Or if a handwritten recipe is sent to us with food splashes and markings, unless otherwise specified we will remove these from the final artwork. This is to give the best possible finish to your masterpiece!
Can I return my Keepsake order?
Personalised keepsake platters and coasters are made especially for you and cannot be re-sold, therefore we cannot accept returns if you change your mind.
Please make sure you have read and accepted the Personalised Product T&Cs before proceeding to the checkout.
~ MARBLE BAUBLES ~
CHRISTMAS DECORATIONS
How heavy are the marble baubles?
Each marble bauble weighs 200g. We have tested them extensively and they hang perfectly on the Christmas tree!
What size are the decorations?
Each bauble is an oval shape, and measures H9 x W8 x D1cm.
What is the best way to hang my decoration?
On a Christmas tree, we recommend choosing a supportive, thicker branch to hang your marble Christmas decoration on. On an artificial tree, bending the wire of the branch upwards at the end helps to keep the bauble nice and secure.
How can I make sure my decoration is displayed safely?
Our baubles are made from natural stone and are heavier than decorations made from other materials. Please ensure that each bauble is tied securely to your tree or chosen display location to avoid breakages or injuries.
Are the decorations suitable for children?
Our decorations are not toys, and are not intended for use by children. The ribbon is removable and could present a choking hazard. Please display your decoration out of reach of children and pets.
Can I purchase more than one decoration in a set?
Yes! Our marble baubles are available in sets of 4, 6, and 8. View them all here.
Can I personalise my decoration?
Yes, each bauble can be personalised, simply choose the personalisation drop down on the product page, and enter your personalised text.
Choose from a selection of fonts and four beautiful text colours.
Please note that the font colour will match the ribbon colour selected.
Please make sure to read the Personalised Product T&Cs before placing your order.
Can I choose to add a Santa hat?
Yes, select from the dropdown box on the product page to add or remove Santa hats on your bauble order.
Can I return my Christmas decoration?
For non-personalised Christmas decorations please see our returns policy here.
Personalised decorations are made especially for you and cannot be re-sold, therefore we cannot accept returns if you change your mind.
Please make sure to read the Personalised Product T&Cs before placing your order.
~ CHOPPING BOARDS ~ KEEPSAKE BOXES ~ TEALIGHT HOLDERS ~ TRUGS ~ PLANTERS ~
WOODEN COLLECTION
How do I care for my wooden item?
Our range of wooden gifts are made from natural wood. Each one is thoughtfully crafted with care, embracing the unique knots, grains, and textures that make it special.
To keep your wooden gifts looking beautiful and functioning safely, please see our Wooden Gift Care Guide for full care details.
Can I chop on my wooden board?
Yes. Simply flip from the decorative side of the board to the reverse side, and you’ll find a smooth, plain Beech surface, finished with a natural food-safe oil. The plain side is suitable for all the usual chopping, slicing, and prepping. We recommend only chopping on the plain side of the board to preserve the finish.
My wooden item has a different colour or texture to the images on your website?
Our range of wooden gifts are made from a selection of natural woods, including pine and beech. The wooden item you receive may have a slightly different colour, texture, or grain from the images shown. Each piece is one-of-a-kind, with unique knots, grains, and textures that make it special.
Can I request custom fonts and layouts for my personalised wooden item?
We are unable to accept orders for custom layouts, fonts, or colours. Please choose from the options provided.
I made a spelling mistake can I change my order?
Personalised text will be added to your wooden item exactly as entered. Please check that you have entered the correct text before placing your order. This includes punctuation and spelling. Once an order has been placed, the personalisation cannot be changed or corrected.
Please make sure to read the Personalised Product T&Cs before placing your order.
Can I return my personalised wooden item?
Personalised wooden items are made especially for you and cannot be re-sold, therefore we cannot accept returns if you change your mind.
Please make sure to read the Personalised Product T&Cs before placing your order.
Do you provide plants, liners and compost for the wooden planters?
Plants, liners and compost are not included in your wooden planter order.
Will my wooden planter be personalised on both sides?
The design - whether personalised or plain - is on the front of the planter only, with The Humble Hare logo on the back. Please see the product images to see both sides of the planters.
Please read carefully
Urns
What size urn do I need?
Each urn is designed to hold the ashes of one person, though sizes can vary. Our product Care Guide include the capacity details of each of our Urns to help you choose the right size with confidence.
Can I place ashes inside without removing the bag?
Yes, you can. Many families choose to keep the ashes sealed within the bag provided by the crematorium. The urns can hold this bag securely, simply place it inside with care.
How do I fill the urn?
Every urn is made for gentle, simple use. You can pour the ashes directly using a small funnel, or place the sealed bag inside. We include a detailed guide to help you through the process at your own
pace.
Can I seal the urn permanently?
You can, if you wish. Some people prefer to secure the base with a small amount of strong adhesive once filled, while others choose to keep it unsealed so it can be opened again later. Both are perfectly fine and entirely personal.
How should I care for my urn or casket?
Your urn has been crafted from solid wood, a natural material that appreciates gentle care. Keep it dry, away from damp, and occasionally dust with a soft, dry cloth to preserve its quiet beauty.
Can these urns be used for pets as well as people?
Yes, many families choose a smaller urn or keepsake casket for a beloved pet. The same care and craftsmanship goes into each piece, no matter who it’s for.
Can I personalise an urn or casket?
We understand how meaningful personal touches can be. All of our Urns can be personalised, please reach out to us and we’ll be happy to answer any questions and help you through the process of choosing the correct Urn and all of the personalised options available.
Are your urns suitable for burial or outdoor placement?
Our urns are primarily designed for indoor display, where they can be cherished for years to come. If you’d like to bury or place your urn outdoors, please contact us and we can guide you through the best way to bury your urn or casket.
How can I choose the right design?
It often helps to think about the person or pet you’re honouring. Thinking about their character, their favourite colours, or places they loved. Many families choose a design that feels like them, something that gently reflects their story.
Can I return my personalised urn?
Personalised urns are made especially for you, therefore we cannot accept returns if you change your mind.
Please make sure to read the Personalised Product T&Cs before placing your order.
PLEASE READ CAREFULLY
FIRE PITS
How do I care for my fire pit?
Our uncoated horseshoe fire pits are a zero-maintenance product. They will continue to develop a natural rust finish and weather as they age. If you have chosen a painted fire pit, please contact us for advice and help with reconditioning your fire pit to its original painted finish if desired.
Your fire pit is suitable for outdoor use all year round, but to prolong the lifespan of the product we recommend storing the fire pit in a covered area when not in use. Never light your fire pit in an enclosed space.
Please visit our Fire Pit Safety & Care Information page for full details.
My fire pit is rusting, is this normal?
Yes. Your fire pit will naturally rust as it ages, this is normal and adds to its rustic charm! It does not affect the use or lifespan of the product. If your uncoated fire pit is not as weathered as you desire on delivery, just leave it in your garden and allow time to take over to finish the natural aging process.
If you have chosen a painted fire pit, the paint will wear off over time, and your fire pit will naturally rust as it ages.
How long will my fire pit take to arrive?
Our fire pits are handmade to order, please allow for up to 14 working days for delivery to addresses in the UK.
How will my fire pit be delivered?
All fire pits are delivered on a pallet via our courier. Please be aware that our couriers are not able to unpack or position your fire pit for you.
How can I make sure I'm using my fire pit safely?
For detailed safety information please visit our Fire Pit Safety & Care Information page.
What can I burn in my fire pit?
Our fire pits are suitable for use with natural firewood or commercial logs only.
We recommend using seasoned or kiln dried wood for best results and to reduce smoke. Do not burn coal, garden/household waste, scrap timber, or other materials.
Please visit our Fire Pit Safety & Care Information page for full details.
PLEASE READ CAREFULLY
HORSESHOE LOG STORES AND PLANTERS
How do I care for my log store?
Your horseshoe log store will naturally rust as it ages, this is normal and adds to its rustic charm! It does not affect the use or lifespan of the product.
Please contact us for advice and help with reconditioning your log store to its original painted finish if desired.
Your log store is suitable for indoor and outdoor use. If you are using your log store outside we recommend storing it in a covered area when not in use to prolong the lifespan of the product.
How can I make sure I'm using my log store safely?
Our log stores are heavy. Please handle with care, using a two man lift.
Our log stores are made from steel horseshoes, and will conduct heat if placed next to a heat source such as a fire or log burner. Please make sure the log store is cool before moving it, or use heat resistant gloves.
Keep the log store out of reach of children and pets.
What is supplied with my horseshoe planter DIY kit?
Your recycled horseshoe planter order includes:
- A handmade recycled horseshoe planter.
- High-quality liners.
- An instruction sheet with all the information you need to create a beautiful plant arrangement.
Please note that plants are not included in your order.
How do I care for my recycled horseshoe planter?
Your horseshoe planter can be planted and replanted endlessly. When replanting you may wish to replace the hessian liner from time to time.
The liner is essential to prevent compost falling through the planter, please see the detailed instructions included with your order.
Your horseshoe planter will naturally rust as it ages, this is normal and adds to its rustic charm! It does not affect the use or lifespan of the product.
Please contact us for advice and help with reconditioning your planter to its original painted finish if desired.
How long will my log store or planter take to arrive?
Our horseshoe log stores and planters are handmade to order, please allow for up to 14 working days for delivery to addresses in the UK.
How will my log store or planter be delivered?
All horseshoe log stores and planters are delivered on a pallet via our courier. Please be aware that our couriers are not able to unpack or position your order for you.