Delivery + Returns
UK Delivery
Deliveries to UK Mainland, Highlands and Islands
Click and Collect: Free!
It's all yours, ready and waiting
How much does it cost?
It's free!
Where do I collect my online order from?
Collect your purchases from our lovely shop in the bustling market town of Ledbury, Herefordshire.
When can I collect my order?
Your items will be ready for collection from our Ledbury shop 24 hours after placing your order.
We will notify you by email to let you know when your order is ready. You will be notified immediately if there is a delay, or your purchase is not a stock item.
Our opening hours are Monday to Saturday 10am to 5.30pm.
Why have I been asked for a shipping address at the checkout stage?
You will be asked for a shipping address during the checkout stage, this is for payment authorisation purposes only.
Do I need to bring anything with me?
We kindly ask you to bring proof of your purchase when collecting.
Standard Delivery: £4.95
Wrapped, dispatched and with you within 3-5 working days
How much does it cost?
Our standard Mainland UK delivery is £4.95. Free when you spend over £50.00.
How will my order arrive?
Depending on the size, weight and value of your order, delivery will be made by either Royal Mail or DPD Local. You will receive an email to let you know your order is on its way. Deliveries are made between 8am and 6pm, Monday to Friday (excluding bank holidays) Saturdays and Sundays are not classed as working days. A signature may be required.
To provide a high quality service for our customers, the majority of our parcels are delivered using DPD Local and their Predict delivery service. DPD Local provides recipients with a one hour delivery window, that is why we ask for your email and mobile number. You will be notified by SMS / email on the morning of delivery, so you don’t have to wait in all day.
Can I take delivery of my parcel in a way that suits me?
If you wish to reschedule, you can:
- Select an alternative delivery date
- Opt for delivery to a nominated neighbour
- Have the parcel left in a safe place
- Collect from your DPD Local/DPD Pickup Shop
- Collect from your local DPD Local depot
We recommend you use a delivery address where there will be someone to receive your parcel. It is a good idea to use your work address, alternatively make a note in the comments box if there is a neighbour or safe place that the parcel can be left – however if you leave instructions requesting the parcel be left in a different location (e.g. garage, garden, porch or with a neighbour) we cannot be held responsible if you fail to receive your parcel.
If no one is available to accept the delivery at the delivery address, the driver should leave a card with information on arranging re-delivery or collection, but will attempt to deliver three times before returning the parcel to us.
Please note if a parcel is returned to us due to non-collection, postage will be charged to re-deliver your order.
Express Delivery: £7.95
For when you simply have to have it right now. Delivery within 1-2 working days
How much does it cost?
Express delivery is available to Mainland UK at the cost of £7.95.
Unfortunately Express Delivery is not available to the Scottish Highlands and Islands, Northern Ireland, Channel Islands, Isle of Man and the Scilly Isles.
Are there any items not eligible for Express Delivery?
Unfortunately Pappelina runners, furniture and fabrics cannot be delivered by Express Delivery. Delivery times for these items are stated on the product page. Don't hesitate to contact us and we will let you know if we have stock for immediate delivery.
When do I need to place my order?
Your will need to place your order before 1pm for next working day delivery. A signature will be required. Please note Saturdays and Sundays are not classed as working days. Orders placed after 1pm on Thursday will be delivered on Monday, orders placed on Friday afternoon will be delivered on the following Tuesday. Saturday delivery can be arranged at extra cost, please contact us to arrange.
How will my order arrive?
To provide a high quality service for our customers, the majority of our parcels are delivered using DPD Local and their Predict delivery service. DPD Local provides recipients with a one hour window, that is why we ask for your email and mobile number. You will be notified by SMS / email on the morning of delivery, so you don’t have to wait in all day.
Can I take delivery of my parcel in a way that suits me?
If you wish to reschedule, you can:
- Select an alternative delivery date
- Opt for delivery to a nominated neighbour
- Have the parcel left in a safe place
- Collect from your DPD Local/DPD Pickup Shop
- Collect from your local DPD Local depot
We recommend you use a delivery address where there will be someone to receive your parcel. It is a good idea to use your work address, alternatively make a note in the comments box if there is a neighbour or safe place that the parcel can be left – however if you leave instructions requesting the parcel be left in a different location (e.g. garage, garden, porch or with a neighbour) we cannot be held responsible if you fail to receive your parcel.
If no one is available to accept the delivery at the delivery address, the driver should leave a card with information on arranging re-delivery or collection, but will attempt to deliver three times before returning the parcel to us.
Please note if a parcel is returned to us due to non-collection, postage will be charged to re-deliver your order.
International Delivery
Deliveries to The Channel Islands and Europe
The Channel Islands & Isle of Man: £8.95
Keep on rollin' - delivery within 3-7 working days*
How much does it cost?
Delivery is available at the cost of £8.95. However, you can still benefit from free shipping on orders over £50.
How will my order arrive?
Delivery will be made by Royal Mail. You will receive an email to let you know your order is on its way.
*Deliveries are made between 8am and 6pm, Monday to Friday (excluding bank holidays). Saturdays and Sundays are not classed as working days. A signature may be required.
What if my item is considered large or heavy?
Unfortunately certain heavyweight or large parcels may incur an extra delivery charge. We will contact you immediately to discuss an alternative shipping method. Of course if you do not wish to continue with your order we will refund you in full.
Is there anything you cannot deliver overseas?
Yes, unfortunately due to shipping laws we cannot deliver liquids outside the UK. We are also unable to deliver mirrors and certain furniture items.
Please note:
Payment for products and delivery services is to be made in GBP (£).
UK VAT is included in the price paid.
As address formats differ around the world, please help the delivery companies and us by taking extra care when entering your address details. You may enter your address again in the comments box at the checkout to ensure that your details are entered correctly.
If you have any questions regarding an item you would like to order please contact us.
Europe
Our delivery to Europe will be back up and running soon! Due to Brexit we are sadly unable to deliver outside of the UK.
If you have any questions please contact us.
Rest of the World: P.O.A
We ship worldwide - from Australia to USA - delivery within 7-14 working days*
If you love our products then we welcome your international order.
Obviously some places are easier to reach than others, and shipping costs vary hugely depending on many different factors.
How much does it cost?
We don't have a set shipping cost for the rest of the world. You may only want a dishcloth to Dubai, which will cost considerably less than a blanket to Brazil.
We think it's only fair that you pay what it costs. Delivery charges are dependent on the destination, weight and size of the goods.
How do I place an order?
Just drop us an email at info@husandhem.co.uk with your delivery address and what you would like to order. We will get back to you as soon as possible with a personalised shipping quote.
How long will it take?
Shipments usually take 7-14 days, although there can sometimes be a delay due to customs procedures. This is unfortunately out of our control.
How will my order arrive?
Depending on the size of your order, delivery may be made by courier or standard post.
When deliveries are made by courier you will receive an email to let you know your order is on its way.
*Deliveries are made between 8am and 6pm, Monday to Friday (excluding bank holidays). Saturdays and Sundays are not classed as working days. A signature may be required.
Is there anything you cannot deliver overseas?
Yes, unfortunately due to shipping laws we cannot deliver liquids outside the UK. We also unable to deliver mirrors and certain furniture items. Sorry.
Please note:
Payment for products and delivery services is to be made in GBP (£).
As address formats differ around the world, please help the delivery companies and us by taking extra care when entering your address details. You may enter your address again in the comments box at the checkout to ensure that your details are entered correctly.
Where applicable, we will also refund the vat on your order, however you will be liable for any customs and import duty on your order, upon delivery. We recommend that all international customers contact their local authorities to check these costs before placing an order.
Hus & Hem will not be responsible for any tax charged or cost incurred
in the event of goods being returned to us due to non-payment of duty. In such circumstances the customer will be responsible for any costs Hus & Hem incurs.
If you have any questions regarding an item you would like to order please contact us.
Returns
What is your returns policy?
For any queries do not hesitate to contact us on 01531 631044 or 01531 635908. info@husandhem.co.uk.
While we hope that you are delighted with your order, we understand that there are occasions when you may want to return items. You can return any item within 28 days of receipt as long as it is in perfect condition, unused and in the original packaging. A restocking fee may apply to any order not received in good condition.
We will be happy to exchange the item for a replacement or to make a refund to the card that was used when you made your purchase. We are not able to refund any postage charges but we will send any exchange items free of charge by standard delivery.
Please ensure you return the
item(s) to us within 28 days. Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
Certain items are excluded from our returns policy. These items can only be returned in accordance with your legal rights, these are bespoke items, special orders / non-stock items, assembled flat-pack items, gift vouchers, perishable goods, sale items, Ester & Erik candles and cut fabric, these can only be returned if they are damaged or faulty.
How do I make a return?
For ‘change of mind and unsuitable’ returns, we ask that you return items in perfect condition and in the original packaging for a full refund or exchange within 28 days of receiving the goods.
Parcels are returned at your own cost. Unfortunately, we cannot refund any taxes, duties, charges or delivery costs which may have been paid when placing your order.
We ask that all returns be adequately packaged, preferably in the packing material used to deliver. If your items are too large to return by post, please contact us on 01531 631044 or e-mail sales@husandhem.co.uk to arrange collection by our courier. You will be liable for the cost of collection.
Please obtain proof of postage from the post office for your return. Hus & Hem cannot be held responsible for anything that gets lost or damaged in transit.
We can arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service, this will be deducted from the refund.
If you are unsure of the best way to make a return, please contact us for advice, this especially applies to valuable, heavy, large, or bulky items.
Simply include a copy of your invoice in your parcel. Please indicate if you would like a refund or exchange. Make sure your items are securely wrapped and send your return to:
Hus & Hem
Unit 8
Bankside Industrial Estate
Ledbury
Herefordshire
HR8 2DR
What if my item is faulty or damaged?
Sadly accidents happen and occasionally mistakes are made, we will try our very best to put things right as quickly as possible.
On delivery if there is clear evidence that the contents are damaged please do not sign for the parcel; you are within your rights to refuse the delivery.
Please contact us within 72 hours of delivery to report any damage. If you are making a return due to a faulty item, or damage, or we have packed the wrong goods; we will refund any postage, and ensure you are reimbursed for standard return postage on the item.
If a problem develops outside our 28-day return period, or the item is difficult to package and return, please contact us on 01531 631044 (Monday – Friday 10 am to 5.30 pm, before you return the item so we can discuss the best way forward. Unfortunately, we cannot accept a return if the product has been misused or the problem is clearly due to wear and tear.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered.
To help speed up the process and rectify the problem as swiftly as possible, photos of any damage would be helpful. Please email sales@husandhem.co.uk
How long will it take to process my return?
As soon as your parcel has been received a refund or exchange will be processed. Please be aware that it can take three to four days after we have processed a refund payment for it to appear on your card statement.
Unfortunately, we cannot be held responsible for any interest charges made while waiting for your refund to be processed.
An email confirming the receipt of your return and the refund will be sent. If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 01531 631044 (Monday - Friday 10 am to 5.30 pm, so that we can look into the matter.
What happens if an item is missing from my order?
Sometimes we dispatch in multiple boxes due to the shape or size.
If this happens, parcels may be delivered on subsequent days. Please contact us to check if this is the case. In the unlikely event that we have missed an item from your order, we will arrange for a replacement to be sent immediately.
Can I return an item purchased online to the shop in Ledbury?
Yes, you can. As long as it is within 28 days of receiving the goods, and providing you have proof of purchase. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
Certain items are excluded from our returns policy. These items can only be returned in accordance with your legal rights, these are bespoke items, special orders / non-stock items, assembled flat-pack items, gift vouchers, perishable goods, sale items and cut fabric, these can only be returned if they are damaged or faulty.
Can I return an item I received as a gift?
If an item was received as a gift, you may have an exchange or gift
vouchers. A refund can only be made to the person who made the original purchase.
Get in touch
Have questions about your order, or a general enquiry?
