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FREE SHIPPING ON ALL UK ORDERS, ALL ORDERS OVER £100 WORLDWIDE & ALL EU ORDERS OVERS OVER €250

Shipping, Delivery & Returns

Delivery

We use a mix of Royal Mail Tracked services and courier providers to send your parcels within the UK. For international deliveries, we use a combination of courier services and Royal Mail International Tracked services.

When your order has been dispatched, we will email you to let you know and will send you a parcel tracking number that will enable you to track your order. We usually dispatch within 1 working day of receiving your order.

Please note that the estimated times for delivery exclude weekends and bank holidays and should be used as a guide only. Please also note that during the pandemic we have experienced delays in both postage and courier services across board.  We unfortunately have no control over this.

The estimated delivery times are from the date your order is dispatched. We cannot guarantee that items will not be subject to random checks that may cause associated delays and charges. Hesper Fox is not responsible for delays caused by customs clearance processes in shipping destinations.

Once items have been dispatched, we are unable to redirect orders.

All orders must be signed for on delivery.

We will not accept liability or responsibility for non-delivery or any other breach of our obligations outlined in our Delivery and Returns Policy (incorporated into our broader Terms and Conditions) if such breach is caused by circumstances beyond our control.

Delivery Times & Cost

UNITED KINGDOM

  Courier Estimated Delivery Time Cost
All orders Royal Mail Tracked services and local courier companies. 1 to 2 working days FREE

EUROPEAN UNION *


  Courier Estimated Delivery Time Cost
Orders over €250 International courier companies. 

2 to 7 working days**

FREE
Orders under €250 International courier companies  2-10 working days** £15

 

* Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Kosovo, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden. 

** Please note that all courier networks and mail networks are experiencing delays on deliveries to Europe due to the impact of Brexit. We unfortunately, have no control over this. 

European Union Deliveries 

It saddens us to say that Brexit realities have dictated that for the time being, we are no longer able to deliver to the EU on a delivery duty paid (DDP) basis. We are considering implementing EU-based fulfilment options in the not-too-distant future.
As of 01 July 2021, we will deliver to the EU on a Delivery Duty Unpaid (DDU) basis. This means that you will be liable for import VAT and duties that will be applied and charged once the item reaches the EU. 
In order to minimise the impact of this on our EU customers, we will not charge your country-specific VAT rate at checkout and have adjusted our prices to reflect this. When shopping in Euros from a EU country, the price you will see will be exclusive of VAT. 
Please note: In the event the receiver refuses to pay the associated duties/taxes when the shipment arrives in the destination country, the shipment will be returned to Hesper Fox. The item(s) will be refunded, excluding the cost of returning the goods back to Hesper Fox as well as the original shipping cost and any import fees/duty or taxes that may have been enforced on the shipment.

REST OF WORLD

  Courier Estimated Delivery Time Cost
Orders under £100 Royal Mail International Tracked services and International courier services. 6 to 14 working days £15
Orders over £100
Royal Mail International Tracked services and International courier services.
6 to 14 working days
FREE

International (Rest of World) Deliveries Only

This information is relevant only for deliveries made outside the European Union.

Please note that we do not ship to Russia. 

All international deliveries may be subject to customs duties, import duties or taxes levied once a shipment reaches your country. Such charges are not included in the purchase price of Hesper Fox products and we do not accept responsibility for them under any circumstances. These charges must be paid by the recipient of the parcel.

We are not able to offer a refund for goods returned because the customer wishes to avoid paying any customs duties, import duties or taxes imposed.

When ordering from Hesper Fox, you agree to pay any relevant customs duties, import duties and taxes imposed by your country's government. If you refuse to pay such charges, thereby preventing delivery of your Hesper Fox order, you will remain liable for the purchase price of the product/s in addition to such charges or penalty imposed by your government.

Customs and import policies vary from country to country and customs duties and import taxes are not always applied. Each country has its own rules for determining whether such charges will apply and some will only charge customs duties or taxes if the parcel has a value over a certain amount.

Based on your country's customs rules, it is possible that your parcel will fall below that threshold level. For example, US-based customers pay no duties on shipments under $800 USD. 

We recommend that you contact your local customs or mail service for customs and import duty rates before you place an order to avoid surprises or confusion.

Returns, Refunds & Exchanges Policy

Please note that sales of all sale items (those stated to be reduced in price) are final. No refund, exchange or credit notes will offered against sale items and the below policy will not be available.

Returns:

We hope that you love your Hesper Fox product but if you are unhappy for any reason, you can return your goods for a refund or exchange in accordance with the following policy:

You must contact us for authorisation before returning any items within 14 days from the day you receive your goods.  Accordingly, please email us at customercare@hesperfox.com quoting your order number, name, email address, the item you wish to return and the reason for the return. You will not find a returns slip in your parcel as we aim to use as little paper as possible. Please also let us know in your email whether you would like a refund or an exchange. Any goods returned without prior authorisation may, in our discretion, be returned to the sender and the Hesper Fox “Returns, Refunds & Exchanges Policy” will cease to be available in respect of such goods.

Goods must be received by us in our studio within 14 days of your authorisation being granted.

Goods being returned must be returned in their original condition, unused, undamaged, unsoiled, unaltered and with all tags in place. 

All Hesper Fox packaging and boxes, and all other things included in your purchase should be included with your return, unmarked and undamaged and are deemed part of the goods.

We will not accept returns of any non-faulty items that have been worn and advise all customers to check garments thoroughly upon delivery before disposing of any original packaging. Please make sure goods are properly packed to avoid damage.

Please include a print out of your order confirmation with your return with the date your return authorisation was granted so that we are able to process the refund or exchange as quickly as possible.

Please note that it is your responsibility to cover postage costs for returns. You should ensure that the goods are fully insured as proof of normal posting does not cover goods that are lost or damaged in transit. 

All returned goods remain the responsibility of the customer until they reach Hesper Fox.

When sending a return from outside the United Kingdom, please mark the package ‘RETURNED GOODS’.

We are not obliged to accept returns that do not meet the above procedure. In such a case, we may send the products back to the customer or require the customer to arrange for their collection from us, in each case at the customer's cost.

Refunds:

Subject to compliance with the above returns procedure and unless you have asked for an exchange, we will refund to you the price for the returned purchased products, within 14 days of receiving the products back at our studio.

Your refund will be credited to the original payment card. Please note that refunds can take up to 30 days to appear in your account, dependent on your bank’s processing times. We will email you with notification upon completion of your refund.  

Refunds will be made for the price of the items, not inclusive of (in the instance of international shipments under the Free Shipping threshold), the shipping costs. 

Shipping fees, customs and duties fees on rejected or returned shipments or returned items will not be refunded. 

 

Exchanges:

Subject to compliance with the above returns procedure and to stock availability, we will exchange items for another item or items within the range specified by you in the email of request for authorisation for return referred to above.   

Where there is difference in price between the exchanged products and the returned products, you must pay the difference, using the original payment card before we are obliged to supply the exchanged products, or we will refund to you the difference in accordance with the refund policy above, less any applicable deductions. 

Faulty Goods Policy

At Hesper Fox, we make every effort to carefully check your order before it is dispatched and returns of faulty items will only be accepted if the goods were faulty when delivered to you.

We will inspect all items returned as faulty upon receipt. Upon inspection, items that are deemed by us as having been subject to fair wear and tear will not be accepted as faulty.

We do not accept responsibility for items that have been damaged during laundering if our washing/care advice has not been strictly  followed.

If you wish to be sent a replacement, please make your request clear when contacting customercare@hesperfox.com about the fault.

Faulty goods must be returned to us within 14 days of from the day you receive your order.

If we cannot offer you a replacement, due to stock availability, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase. Please note that refunds can take up to 30 days to appear in your account, dependent on your bank’s processing times.

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