SHIPPING

Your order will be dealt with as promptly as possible and we aim to dispatch goods within 24 hours, however at certain busy times we might take up to three working days to ship your order. If for any reason we expect it to take any longer, we will notify you. Upon payment you will be notified that your order is being processed, and then you will receive a new notification once it has been shipped.
Your order will be shipped via either Royal Mail (with a trackable/signed for service where available. Not all orders are trackable beyond the UK due to the service at the final destination.) or with a courier service (fully trackable and usually a door to door service), depending on your preference and geographical availability. These options take anywhere from 1-2 days (UK only) to 3-10 days depending on the destination.
And for the standard fine print, in the usual ‘legal-speak’: We will have no liability to you for any delay in the delivery of your products ordered, or any other matter, to the extent that the delay is due to an event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour, disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.

VAT/TAX

All our listed prices are inclusive of UK VAT (20%), and this should be automatically deducted at checkout when the goods are to be shipped outside the UK.

PACKAGING

All House of Hopstock products are carefully packaged in tissue paper with gold stickers, and china is boxed in kraft packaging with gold stickers. For shipping we sometimes re-use other’s cardboard boxes as we don’t like waste. Parcels are stuffed/padded with either recycled and recyclable tissue paper, reused newspaper, or biodegradable bubble wrap. If your item is small and soft, we send it in biodegradable poster bags.

RETURNS

We hope that you never have to claim a refund or that you will ever wish to return anything, but just in case, here are your options:

-You changed your mind-

If the product is in perfect condition, but you for some reason are unhappy with your purchase, because you either changed your mind or you feel it isn’t right for you, or you made the wrong purchase, you are eligible to return it (within 14 days). When you contact us, please state your reason for return. You are responsible for the cost of the return and we recommend that you insure your parcel as we will not issue credit for goods that are lost or damaged in transit. If any returned product is damaged, scuffed, soiled or shows sign of use, we may refuse to give a refund and will return the product to you.

-Faulty goods-

If, however, you received faulty or damaged goods, please take a picture after you unwrap your goods, and send us an email with the picture, explaining the situation. We will assess the damage and as long as there is no dispute (which is unlikely, we aren’t really that quarrelsome), offer you a replacement or a refund, whichever you prefer.

-Discounted items-

Items purchased with a discount code are strictly non-refundable, and only an exchange for a similarly priced product will be offered. We will make refunds for returns within 30 days of the receipt of the unwanted products. You are liable for the return charges.
Please note that if you have received the wrong product, or if we have otherwise incorrectly fulfilled your order, or if it is in any way faulty, we shall of course refund you in full, including shipping charges and any return charges.

EXCHANGES

We offer like-for-like product exchanges (ie cushion for cushion, scarf for scarf, teapot for teapot). Should you wish to exchange your product, please call 07772 641 681 or email studio@houseofhopstock.com as soon as possible so we can check availability and reserve your item. These will be sent to you once your original product(s) have been received in resalable condition, including pristine packaging. We take no responsibility for your original item being damaged in the post back to us, and you are liable for any return costs.

The returns address for refunds or exchanges is as follows:

House of Hopstock
c/o Returns
Unit 11 Russell Lodge
24 Spurgeon Street
London SE1 4YJ
United Kingdom