11th May 2018

Delivery & Returns

Delivery & Returns
We aim to provide an effective delivery service using a number of delivery options available to our customers which can be found and determined within the online ordering process.

Standard Delivery
For our standard delivery service, we use Royal Mail and Courier delivery services. Standard delivery usually takes up to 5 working days from despatch date. Postage and packaging costs are dependable on the weight of the product(s). Please note that standard delivery may take longer than stated if circumstances beyond our control disrupt postal services.

Expedited – Next Working Day Delivery
If you would like to receive your goods sooner, customers can opt for our expedited delivery service.
Note: A working day is classed as Monday to Friday. Saturdays and Sundays are not considered working days.
Please note that your order must be placed before 3pm to be despatched on the same day.
Extended delivery times of 2 days apply for a small number of UK postcodes for items posted on our inland services. This effects the following postcodes:
Scottish Highlands – AB32-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands – HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
NB: This is not an exhaustive list, please contact us on sales@hobbledehoo.com for more information.

International Shipping
Although our couriers will endeavor to deliver parcels oversees within 10 working days, due to the nature of overseas shipping, flights and customs please allow up to 14 days before contacting us about a delay. We cannot offer compensation for any delay incurred on parcels sent outside of the UK.
Customers should note that all delivery times stated are provided on a guideline basis only and therefore cannot be guaranteed.

Free Delivery
All orders using free standard delivery to the UK mainland will not be charged for delivery unless an alternative service is selected by the customer.

 

Our Delivery Policy

Delivery
All goods quoted for delivery shall be delivered to the address instructed by the customer. The cost of goods delivered will be charged to the customer as defined in the details of delivery charges on the website. Although guidelines have been provided, specific times and dates for delivery cannot be guaranteed. The company shall not be liable for any loss whatsoever caused by non-delivery or delay in delivery. We require a 14 working days waiting period before being able to trace, replace or refund lost items.

Dispatching your goods
Our working hours are 9.00am – 5.30pm Monday to Thursday and 9.00am – 4pm on Fridays. Our sales team will be happy to deal with any queries you might have during these times. Any orders placed before 3pm Monday – Friday will be despatched immediately, providing that all goods are in stock and all details are correct (including any delivery, invoice and payment details).
All orders placed after 3pm Monday – Thursday will be automatically despatched the following working day. For any order placed after 3pm on Friday, or over the weekend period, goods will be despatched on the following Monday morning.

Returns
We have a no quibble returns policy as long as the item is returned to us in a condition you would expect to receive it yourself.
With your delivery you receive a despatch note that gives you instructions on how and where to return goods.
If for any reason the item or items you have purchased from us are unsuitable, just return the items in their original condition without soiling or damage, including their original packaging, within 30 days of receiving the item. If the conditions of our Returns Policy (see below) are met we will issue a full credit for the price of the item or a replacement item as instructed by you.
If the return is as a result of our error or you feel the product is faulty then please contact the sales office on 01522 875255 for instructions on how to return it at no additional charge to yourself and to arrange replacements. Note: We cannot cover your cost of postage if you do not contact us before sending the item back to us.
On the bottom of the Despatch Note is a returns slip for you to give instructions as to whether you want a refund, a size swop or another product. Please remove the bottom portion and keep the despatch Note for your reference.
By filling in the returns slip it will allow us to identify you and the item quickly and will aid us in processing the return as quick as possible. Please allow up to 10 working days for refunds to be completed.
For your own peace of mind we advise that returns should be sent recorded delivery as things can get lost.
Please see the section Terms and Conditions of Trading for our full policy.

Returns Address
Where possible, please send items back to us using the packaging provided with your order. Please ensure this is taped securely and send via first class recorded delivery to:

Returns Department
Greestone
6 Exchange Close
Exchange Road
Lincoln
LN6 3TR

 

Returns Policy
The Company = Greestone
The Customer = The corporate entity, firm or person ordering the goods from the Company

Where goods have been delivered to The Customer in accordance with an order placed by them, but are subsequently not required, The Customer is required to restore them to The Company at The Customer’s cost and to take reasonable care of those goods in the meantime.
All items being returned by The Customer must be received by The Company in their original condition, without damage or soiling, and in their original packaging. The goods must be returned within 30 days of The Customer receiving the item. If these conditions are met, Firstaid4sport will issue a full refund for the goods, or exchange items where required as indicated by The Customer. To prevent a delay in processing a return, The Customer must complete and enclose the returns form found at the bottom of The Customer’s delivery note. Your returns request will be rejected if the item is soiled or damaged.
The company will reimburse the postage costs of returning an item if the return is as a result of our error, or as a result of a genuine fault with an item, unless The Customer fails to notify The Company prior to posting the item. Instructions in these instances should be sought form the sales office before The Customer posts the item. In the case of faulty goods, faults can only be determined upon The Company’s receipt of your item and at the discretion of The Company. The Company cannot be made responsible for the loss of your items when returning them to us, however we do request that you return items via 1st class recorded post, to help you to track and trace the whereabouts of your parcel and cover yourself for any loss should it occur.

Frequently Asked Questions
Can I return my item?
The Company offers a 30 day refund or exchange policy on all items purchased, providing they meet the conditions set out in our returns policy.

Do I have to pay for posting the item back to you?
Yes, if the item is unsuitable you are required to cover the cost of posting the item back to us. If, however, the item was received in error or if it is faulty we will cover the cost of returning it to us. If you are returning an item with a genuine fault please contact the office first with details of the fault and request instructions for returning it to us at our cost. If a faulty item is returned to us without prior notification, please be advised we cannot refund your postage costs.

How do I return an item?
The Despatch Note we sent with your order also doubles up as a returns form. At the bottom of your Despatch Note you will see instructions on how to return your item, where to send it and the information we need from you. All you need to do is tell us why you are returning your item and what you would like us to do next (exchange, refund or other). For exchanges, please state the size and product code of the item you require to enable us to deal with your request.
Where possible, please send items back to us using the packaging provided with your order. Please ensure this is taped securely and send via first class recorded delivery to:

Returns Department
Greestone
6 Exchange Close
Exchange Road
Lincoln
LN6 3TR

When will I receive my Refund or Exchange?
When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request as stated on the returns form you filled in when sending back your item. Exchanges will be processed and dispatched automatically within 5 working days of receiving the item, unless there are any unforeseen problems with your returned item, which may include the condition of the goods, incomplete return information provided, or if the items you require are out of stock.
Refunds will be completed as soon as possible, and these usually clear within 7 days of us receiving your returned goods. Refunds are also issued according to the way you originally purchased your items and only processed after we receive your goods and the relevant checks have been made. Therefore a guaranteed time scale for refunds or exchanges cannot be specified.