Delivery and Returns

Delivery Options

UK 2nd Class Standard “Signed for” – FREE – Up to 6 days

(Please note all items £10.00 or under will be sent via Standard 2nd class postage.)

UK First Class signed for – Usually 1-3 days – Please see checkout for postage cost.

Shipping outside the UK

Please see checkout for the shipping costs.

Cancelling your order 

Your order may be cancelled by email before we have dispatched the goods to you for a full refund including delivery (where applicable). If goods have already been dispatched to you, you need to follow our returns policy. Please note that if the item is made-to-order or personalised in any way, you may only cancel the order provided it has not been started.

Please email our Customer Service Team at –hello@hopeandhart.com

DELIVERY 

We are unable to deliver to PO, MAIL, BFPO and APO Boxes.

All orders delivered to an address outside of the United Kingdom may be charged import duties by local customs and excise services, any charges for goods shipped overseas are your responsibility. Please check with the customs authorities in your local area before ordering to determine any extra fees

PLEASE NOTEA signature is required with all shipping methods (excluding items £10.00 or under), therefore, once the item has left our premises, we can take no responsibility or liability for lost, stolen or damaged packages. If your item(s) goes missing, we are unable to offer a refund. We retain all proof of postage which is available upon request with the courier service Hope and Hart decides to use. However, should you be unfortunate enough to receive damaged, lost or stolen goods, let us know immediately. Please retain all relevant documentation along with photographs of the damaged box/items, so that we can make an insurance claim against the carrier’s insurers. If you are unable to open the damaged package in the presence of the carrier, make sure that you sign for it as “Damaged package; goods not yet inspected” to warn the carrier that a claim may follow.

If the parcel has been returned to the Courier depot, after three (3) new delivery attempts the parcel will be returned to the Hope and Hart, as un-deliverable. We are unable to resend packages that are returned to us as un-deliverable. In that case, we will refund the Customer the value of the goods ordered, if Free delivery was selected at checkout this cost WILL be deducted from the overall value of the order. It can take up to 15 working days for Hope and Hart to process your refund starting from the date the courier has returned the parcel. ​​

Delivery Address

Please insure you input the correct delivery address. Any order sent to an incorrect address provided will only be resent when we have received​ the item(s) back from the courier, this process can take 8 weeks or more. You as the buyer will then be responsible for the postage cost to resend the order.

(Please note personalised orders will not be eligible for a refund, once we receive the order back you will have to pay the additional postage fee to receive your items.)

RETURNS

We only accept returns via post.

Please be aware: We are currently unable to exchange outside of the UK if an exchange is required, we would suggest you return the item(s) and then re-purchase the correct one(s).

FULL Priced Items

You can return FULL price items you have ordered from us within 14 days of receipt, from the date of the dispatch note emailed to you for a full refund or exchange. The cost of returning goods to us shall paid by Hope and Hart up to the postage value of £5.95.
Please note any personalised item cannot be refunded or exchanged unless faulty.

Please note: Should you wish to use your own courier service, please ensure you use a recorded service as we are unable to process a refund or exchange if your items do not arrive in our warehouse. If you decide to use your own courier service, that fee will be borne by yourself and we will not be able to reimburse it.

SALE Items

You can return SALE items you have ordered from us within 7 days of receipt, from the date of the dispatch note emailed to you for a full refund or exchange. The cost of returning goods to us shall paid by you the customer.
Please note any personalised item cannot be refunded or exchanged unless faulty.  If you deem an item to be faulty, once we have received the item back and it’s agreed by us the item is faulty, Hope & Hart will refund you the postage cost with a valid receipt from the Post Office/Courier.

 

We not robots and do occasionally make a mistake…should this occur we will do our best to fix the matter as soon as we can.

 

To be eligible for a return, your item(s) must be unused, unopened if it’s an embroidery kit, and in the same condition that you received it. It must be in all the original packaging with the labels attached and how it was received. We will be unable to accept returns which are not returned in the correct way. You cannot return the goods where the goods have been tampered with or used unless the goods are faulty or not as described on arrival.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

In the event an item has been rejected by us you will be notified via email and will be liable for any further delivery costs. 

Please be advised that you will be charged for the cost of return postage and any re-delivery charges for exchanges if the item isn’t faulty or had been tampered with.

If you are approved, then your refund will be processed, and the credit will automatically be applied by your original method of payment, within a certain amount of days.

If you haven’t received a refund after 14 working days, 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 cleared.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@hopeandhart.com

Your responsibility

You are responsible for the item(s) up until it is safely returned to us. Hope and Hart does not guarantee that we will receive your returned item(s). If you are required to pay for the postage back to us, we recommend that when returning the item(s) you use an insured courier service and add tracking. We will not accept any liability for loss or damage during transit back to our return address. We will notify you via email once the item(s) have been received.

This does not affect your statutory rights.

Please read our full terms and conditions here