Shipping and Returns



Shipping & returns

SHIPPING

Service

Price

 Estimated length of delivery

Royal Mail Tracked 48

£15.00

7- 10 Working Days

International Tracked & Signed For

Europe: £35

7 - 14 Working Days

International shipping is on hold due to the changes imposed by Brexit

Rest of the world £45

7 - 21 Working Days

 

TRACKING YOUR ORDER 

All of our products are handmade to order and as such we require 7 – 10 days from purchase to send out for delivery.

In some cases there may be delay if we are experiencing delays ourselves of our materials - Owed to the fact that each piece is individually made and customisable, this is rare but can occur. We will always endeavour to get in touch regarding any changes in delivery date.

Once your parcel has been collected by Parcel services we will send you a confirmation email and/or text message to let you know your parcel has been dispatched then you can track its journey to you. 

Once parcels have been dispatched I am unable to change the address.

Orders that have not been delivered or are "returned to sender" will be refunded minus the cost of shipping unless the customer wishes for the item to be resent. In these circumstances a £5 admin fee will apply to cover the associated costs of resending the item. 

RETURNS & EXCHANGES

Our policy lasts 45 days. If 45 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Due to the fact that each product is handmade to order and each product is customisable we only offer returns in certain cases.

If your product is damaged on delivery we will require for it to be photographed and sent to us for approval and then returned – we can then agree an exchange or alternatively a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable) 

RETURNS will be quarantined for 3 days once received prior to being opened due to Covid-19

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item then if accepted, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, dependant on the method used this can take up to 10 days.   

Where an item is returned in a used or unsuitable condition you will be contacted to explain any issues. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at designandhide@gmail.com

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
Exchanges for the UK can be requested using the returns form. Postage is only covered for one exchange after this postage fee's will apply. 

We only replace overseas items if they are defective or damaged. If you need to exchange it for the same item, send us an email at designandhide.co.uk

Shipping 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

LOST OR DAMAGED ITEMS

As a small business I pride myself on our customer service. Once an item is passed to Parcel Services for shipping the service standards then pass onto them. Parcels are sent using a tracked service so can be seen as they travel through the network.

If a parcel destined for the United Kingdom hasn't arrived in 7 working days it can be escalated for investigation. Refunds for lost items will not be provided until Royal Mail have concluded their investigation and declared it missing, this can take around 30days from the date of escalation. The reason for this is if the parcel is delivered during their investigation then I will not be reimbursed for the items under their policies. 

Any items that arrive damaged must be photographed and sent to designandhide@gmail.com to enable escalation to the parcel service. 

Through both processes I will keep you updated using the contact method you provided at checkout.