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 FAQs below.

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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 opportunities are endless!

  • Serving Platter/Tray
  • Pot Stand/Trivet
  • Place Mats
  • Candle Stand
  • Coasters for your hot drinks
  • Chopping Boards
  • Soap Dish
  • Home Decor
  • Cheese and Charcuterie Board
  • Splashbacks

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 Safety and Care Information for more details.

Are the platters and coasters heat-proof?

Yes. All 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.

Will my platters cause damage to my surfaces?

All our marble platters 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.

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 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.

Please see our Returns Policy for full details.

What's your returns policy?

Faulty or Damaged items
If your item is faulty or 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 a picture of the faulty item to hello@thehumblehare.co.uk and our customer services team will assist further to provide a returns label where necessary.

Please see our Returns Policy for full details.

Unwanted 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 and we can process your payment for the returns label and send this to you via email. Please note that all returns must arrive back to us in their original packaging and in saleable condition.

Returning from overseas?
Unfortunately, we are unable offer a free returns label and cannot refund the price of your return. If your item is faulty, please get in touch with us so we can assist you further.

Please see our Returns Policy for full details.

How long will it take for my order to arrive?

Handmade to Order

All items are lovingly handmade to order! Orders for delivery to UK addresses have a lead time of 14 working days, international orders have a lead time of 21 working days. 

Standard UK Mainland

We offer a standard (3-5 working days from date of dispatch) delivery service for all UK mainland deliveries (excluding our Fire Pit range). The cost for this is £5.99. We can offer an upgraded delivery service for speedy shipping if you would like to call our customer service team.

Our standard UK mainland shipping cost for Fire Pits is £69.99.

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.

International Deliveries

Shipping for international deliveries is calculated at checkout. Please allow a minimum of 14 working days for your order to arrive.

Please see our Delivery Information for full details.

My order hasn't arrived yet?
Our marble platters and coasters 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.

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.

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FIRE PITS

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 fireproof paint will wear off over time, and your fire pit will naturally rust as it ages.

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.

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

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. The Humble Hare Ltd cannot be held responsible for any shortfall or over-estimation of tiles ordered.

How long will my order take to arrive?

Every splashback tile purchase is handmade to order. Lead 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.