YOUR ORDER & DELIVERY
ABOUT MY ORDER
Can I change or add anything to my order?
Unfortunately we can not change or add anything to your order after it has been placed. You will need to make a new order if you wish to purchase further items.
Can I cancel my order?
Unfortunately we cannot accept any cancellations after order is placed but we offer an exchange policy if the item is faulty when received.
Can I change my order delivery address?
Unfortunately we cannot guarantee that you delivery address can be changed after you placed your order but you can always contact us at firstname.lastname@example.org and we will do our best to accommodate your request.
How will my order be packaged?
We take extra care to send your item(s) securely wrapped so your order will not be damaged during the delivery process. We can unfortunately not include gift notes at this moment.
How will I know that you have received my order?
We will send you a confirmation by email as soon as your order has been processed to our production department.
I have received the wrong item, what do I do?
Please email us directly within 3 days from receiving the item, so we can solve the issue.
I have not received all of my items, what do I do?
It could be that there is a second parcel on its way, especially with larger orders. However, always contact us within 3 days from receiving the order so we can help you.
Do you take orders via phone / email?
In the interests of protecting your privacy, we are unfortunately unable to place orders on your behalf. We can only accept orders and payments that come through our website.
I want to return my item, what do I do?
For non-customised products you have the right to exchange or return within 21 days of receipt of order. Please note the return postage charge is on the customers responsibility and the refund will only be made on receipt of item.
For customised products you have the right to exchange or return within 21 days of receipt of order if there is an evident production fault such as spelling mistake or wrong patch applied. Please note due to the nature of the product being customised we cannot accept any returns or exchanges based on any other reason.
Do you ship to my country?
We ship to most countries worldwide.
Please note that you may be charged a customs fee / duties when you order from our website if you are based outside the European Union. If you are unsure about the rules in your country, or for more information, we recommend you contact your local customs office.
When is christmas deadline for customised orders?
For guaranteed delivery before christmas eve we have set the deadline to 11th December.
How long does it take to receive my order?
For our customised products we apply the customisations with a lot of love so lead time for these orders to be dispatched is normally up to 10 working days but we always try to ship as soon as possible.
For non customised items we ship out each Friday of the week ( if bank holiday we ship the following working day). If your order contains both customised & non customised items we will ship all products together at the later stated window.
When your order is shipped it typically takes from 1-2 days to be delivered with EXPRESS depending on where you are situated in the world, and 7-14 days for STANDARD. You can read more about the delivery times below if you keep reading.
How is my order delivered, I live within the UK?
Your order will be delivered with MYHERMES. The delivery time for express is 1-2 business days from when the item is ready from production, depending on where you live. For standard the delivery time is 3-5 days from dispatch.
Please note that the delivery time of the courier may be affected due to the current Covid situation and this is out of our control.
How is my order delivered, I live outside of the UK?
Your order will be delivered with FEDEX Priority if you select Express at check out. The delivery time for express worldwide is 1-2 business days, depending on where you live.
For standard option we ship with HERMES INTERNATIONAL and the delivery time is up to 7-14 days from dispatch, depending on where you live. Please note that the delivery time of the courier may be affected due to the current covid situation which is out of our control.
Do I have to pay a customs fee / import duties?
As we are shipping from the UK customs fees & shipping lead times may apply when you are ordering to a country outside of UK. Please check with your local customs office for more information.
Note: For more information about our general terms please visit our FAQ section here