Delivery & Returns

Delivery

We use Royal Mail Tracked services 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. 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.

Delivery Times & Cost

UNITED KINGDOM

  Courier Estimated Delivery Time Cost
Orders over £300 Royal Mail Tracked services. 1 to 2 working days FREE
Orders under £300 Royal Mail Tracked services. 1 to 2 working days FREE

EUROPEAN UNION *

  Courier Estimated Delivery Time Cost
All orders Royal Mail International Tracked services. 4 to 5 working days £10.00

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

 

REST OF WORLD

  Courier Estimated Delivery Time Cost
All orders Royal Mail International Tracked services. 6 to 10 working days £13.00

International Deliveries Only

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

Please be aware that all shipments outside the European Union 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.

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.

All Product prices shown on our website are inclusive of any applicable UK VAT. This means that the total price you pay for the product/s is always the same, regardless of whether or not UK VAT is chargeable on our sale of the product. VAT isn’t charged for goods and services delivered outside the EU, but we maintain one price for each item on our website.

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.

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:

Returns:

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. 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 the returns slip that was included in your original order 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. 

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.  

Shipping fees cannot 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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