Shipping, Refunds & Returns

Delivery Information

Estimated Delivery Times – all orders posted with DHL
United Kingdom – Estimated 1-2 working days
Europe – Estimated 3-4 working days
USA – Estimated 4 working days
Rest of World – 4-7 working days
Any orders placed over the weekend or during public bank holidays will be processed on the next working day.

UK orders

We use DHL Next Day Delivery service. We book your parcel in with DHL on the day you place your order (provided it is a working day), it is then collected the following day and will be delivered to anywhere in mainland UK the next working day. Parcel deliveries to the Highlands, British Isles, Ireland and Northern Ireland can take 2-3 days.

EU orders

Due to Brexit the customs process is currently experiencing some delays so our delivery times are an estimation.

By Hope will not be held liable for any local custom duties or taxes for your goods upon delivery.

International orders

This information is only relevant for deliveries made outside the UK + EU.

All international orders are shipped out through DHL, and are estimated to arrive in 4-7 working days depending on location.

By Hope will not be held liable for any local custom duties or taxes for your goods upon delivery.

If you order products for delivery outside the UK, your order may be subject to import duties and taxes, please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. If you refuse and the item is sent back to us we can not refund the shipping costs incurred with this. 

Please note for USA orders if your order is over $800 you will be charged import duties of 20-30% on arrival.

Important Information

Estimated delivery times are to be used as a guide only and commence from the date of dispatch. 

We are not responsible for any delays caused by destination customs clearance processes. 

We are unable to redirect orders once items have been dispatched.

Returns Policy

If you change your mind about your purchase please let us know at [email protected] We request that the items should be returned to us, unused and within the original packaging within 14 days of purchase and we will offer you an exchange, credit or a full refund. This does not affect your usual consumer rights, including your right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed. The cost of returning any item is at the Customer’s own expense. The only exception to this is if the item is faulty or was sent by us in error.

Shipping costs will not be refunded.

We recommend that you return items via registered mail so that you have proof of dispatch in case the item is lost.

Please ensure you have sufficient insurance cover especially when returning valuable products. We cannot accept responsibility for goods lost or damaged in transit. Any import duties that may arise for shipping and returned items will need to be covered by you. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging for resale, which must not be used as the outer packaging for your mailing purposes. 

Gift cards are not eligible for a return or refund.

Returns must be notified to us in advance via email, with the explanation of the reason for the return. Do not send goods without our prior knowledge.

Once we receive your package, we will promptly issue a refund or credit for the items as you specify. Your refund will be credited to the same card used to make the original purchase. Please allow 10 business days to ensure that your refund is credited. You will be notified via email when your return package is received and your refund or credit has been processed.

Please contact us at [email protected] for return address.

Exchanges

Please email [email protected] and request an exchange.

Damaged Items

If your item(s) arrive damaged or broken, please email us with photo evidence within 48 hours, our standard Returns Policy is 14 days.

Questions

For any more details or queries please contact us at [email protected]