POSTAGE AND PACKING
Shipping Prices
United Kingdom
For orders under £24 please add £2.95 for postage and packing. All orders of £24 and over are FREE POSTAGE AND PACKING. All UK orders are shipped with full insurance.
International Shipping Prices
Shipping prices are displayed on the Shopping Cart page and are automatically calculated when selecting the destination country from the drop down menu or from your address book once logged in.
DELIVERY & AVAILABILITY
Orders for items that are in stock will normally be dispatched within 24 hours once payment has cleared. hejhog aims to keep all items in stock, however, due to demand and manufacturing processes some items may be out of stock. hejhog will endeavour to dispatch goods as soon as possible, usually within 14 days.
Inland Shipping
Most orders are shipped using Royal Mail either 1st or 2nd Class. Special delivery (tracked and insured) is available on request for an extra fee. Some orders may require a signature upon delivery.
Normally deliveries will take 1-3 working days1. hejhog cannot be held responsible for any further delays due to unexpected events and circumstances (ie weather, postal disputes).
Inland Shipping Non-Delivery
Please note that items very rarely go missing with the Royal Mail but in case of non-delivery please consider the following.
Inland orders are not considered lost until 15 working days1 after the postal date. hejhog cannot accept a claim for loss unless 15 working days1 or more
have passed since the item was due to be delivered (10 working days1 for Special Delivery items). In such circumstances a refund or replacement order will be arranged.
IMPORTANT - If you were not available to accept delivery the Royal Mail will return parcels to the local depot to await re-delivery instructions or to be collected in person (this is the responsibility of the recipient). The Royal Mail should leave a "Calling Card" (this may not happen) to advise the order has been returned to the local depot.
Therefore if an order does not arrive within 3 working days1 it is advisable to check with your local depot if the parcel is there.
If orders are not collected or re-delivery is not arranged from the local depot then the Royal Mail will return parcels to hejhog as "undelivered". In such circumstances hejhog reserves the right to charge for re-delivery or deduct the cost of postage if a refund is requested.
Deliveries to non-mainland UK and remote places may take longer. Deliveries may require a signature upon receipt.
International Shipping
Most orders are shipped using Royal Mail Airmail NON-Tracked. If Tracking is required the option is available with extra insurance at an additional fee during checkout. Some orders may require a signature upon delivery.
Normally deliveries will take 2-5 working days1 to European distinations and 5-10 working days1 to non-European Destinations. hejhog cannot be held responsible for any further delays due to unexpected events and circumstances (ie weather, postal disputes).
NON-Tracked Items
Most orders are sent NON-TRACKED but insured up to £60 for loss or damage - it is impossible once posted to track the progress on NON-Tracked items.
IMPORTANT - NON-Tracked items are insured upto the value of £60 and this is the MAXIMUM amount that will be refunded in the event of loss or damage. TRACKING & EXTRA INSURANCE is available at an extra cost during checkout
and this remains the responsiblity of the customer to choose if Tracking is required and to ensure an order is adequately insured for loss or damage.
Tracked Items
Tracking is available at checkout with insurance cover upto £500. The maximum payable due to loss or damage is upto £500 - it is not possible to claim more than the order is worth. Please choose this option for orders over £60 - please see "NON-Tracked Items" above.
International Shipping Non-Delivery
Please note that items very rarely go missing with the Royal Mail but in case of non-delivery please consider the following.
International orders are not considered lost until 20 working days1 after the postal date for European destinations and 25 working days1 after the postal date for non-European destinations. hejhog cannot accept a claim for loss until after the date considered lost is past. In such circumstances a refund or replacement order will be arranged.
IMPORTANT - If you were not available to accept delivery the postal service of the destination country may return parcels to the local depot to await re-delivery instructions or to be collected in person (this is the responsibility of the recipient). The postal service should leave a "Calling Card" (this may not happen) to advise the order has been returned to the local depot.
Therefore if an order does not arrive within the minimum normal delivery times as suggested above it is advisable to check with your local depot if the parcel is there.
If orders are not collected or re-delivery is not arranged from the local depot then the postal service will return parcels to hejhog as "undelivered". In such circumstances hejhog reserves the right to charge for re-delivery or deduct the cost of postage if a refund is requested.
Replacement/Refunded Orders
hejhog will replace or refund an order providing the terms for delivery have passed.
From experience orders do eventually arrive and in such events a replacement or refund has been arranged the original order remains the property of hejhog and it is the responsibilty of the customer to contact hejhog to arrange the return. Returns normally have to be taken to a local post office. hejhog will pay for the cost of postage to return the order but cannot be held responsible for any other costs incurred.
1 - A working day is considered as Monday to Friday excluding any public holidays within the country of dispatch and destination. Also excluded are non-working days due to unexpected events (ie weather, postal disputes).
International Port of Entry/Customs
hejhog cannot be held responsible for any customs charges incurred at "Port of Entry".
Some items may be prohibited from "Port of Entry" into certain countries. It remains the responsibilty of the customer to ensure that items exported are not prohibited by the laws of that country and hejhog accepts no liability for any items that are confiscated at "Port of Entry" and will not refund in such circumstances.
As orders are dispatched within the EU there are generally no restrictions within the EU.
DAMAGED GOODS
All damaged goods must be reported to hejhog within 3 days of receipt.
The postal service may require evidence of damage and the customer must comply with any request to provide information - failure to do so may result in compensation being refused and in such circumstances hejhog will not provide a refund.
UKAll UK orders are insured to the full value for damage.
International
International Non-Tracked orders are insured to the value of £60 maximum. Tracked orders insured upto £500 are only liable to the value of goods or upto £500 maximum for orders over this amount. It is the responsibility of the customer to ensure the correct amount of postal insurance during checkout. hejhog accepts no liability for orders that are not insured fully and will not refund above the maximum insured amount.
OUR GUARANTEE
In the unlikely event that you need to return or exchange an item then simply contact us and return the goods within 14 days of receipt in the original packaging and in unused condition. All returns are at the expense of the customer unless prior arrangement has been agreed by ourselves. hejhog cannot except liability for returns until the parcel reaches us and strongly recommend that you use Recorded Delivery and obtain additional insurance for high value items. Claims for damaged goods must be made within 3 days of receipt. Refunds will only be given in the same method as payment.
This does not affect your statutory rights. |
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