Delivery & Returns
This policy applies to all orders submitted through our website and does not affect your statutory rights.
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Delivery
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We usually dispatch orders within 1-2 business days, this excludes UK bank holidays and weekends. After your order is placed you will receive written confirmation by email. A further email notification will be sent once your order has been dispatched. If there is any delay to your order we will advise you by email.
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We use 'Royal Mail 2nd Class' delivery for all our UK orders. Delivery is FREE on all UK orders over £50. For orders £50 and under delivery will be calculated before payment on the 'My Cart' page. 'Royal Mail 2nd Class' aims to deliver your parcel within 2-3 business days. A signature may be required on delivery.
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All product prices quoted are exclusive of VAT, however we are not currently VAT registered.
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The customer is responsible for any import duty or customs charges.
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We currently do not ship internationally, outside of the UK.
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Returns
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If you are not completely happy with your online purchase you can return it to us, within 28 days of receipt. You must inform us by email within 14 days of receipt of the products you wish to return.
Follow these steps to return your online purchase:
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1. Contact us. Please contact us by email to notify us that you would like to return your purchase. You must inform us by email within 14 days of receipt of the products, you then have a further 14 days to return the goods. When contacting us please include your order number and the product code/details of the product(s) you would like to return. Details can be found on your order confirmation email.
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If the product is damaged we will refund the value of the returned damaged product to your original method of payment or send you an exact replacement product. We cannot send you a different product as a replacement.
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If you no longer want an unopened/unused product (within 28 days of receipt and if you have informed us within 14 days by email), we will refund the value of the returned product to your original method of payment (returns postage to be paid by the customer).
2. Package your return. All individual items must be in a saleable condition and returned in their original packaging. Please note, with the exception of faulty goods, we cannot accept the return of products that have been used.
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3. Documentation. In the parcel, include a copy of your order confirmation email. This will enable us to process your return more efficiently.
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4. Returns address.
Hannah Issi – Returns
22 Carlyle Avenue
Brighton
BN2 4DR
We recommend using a 'Signed For' trackable delivery service, such as 'Royal Mail Signed For' delivery to return any products. You are responsible for sufficiently insuring the products to their value. We cannot issue a refund for items lost in transit on their return to us. Remember to ask the post office for your proof of posting certificate with parcel tracking number (if applicable), and retain it for your reference. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. We will not refund you for the original delivery costs relating to the order for the returned products.
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5. We will email you to let you know when your refund has been processed or your replacement order has been dispatched. We will refund you within 14 days of receiving the goods back.
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If any of the goods you receive are damaged, please contact us by email within 48 hours of receiving the goods. Please attach photos if possible to show us the damage.
If we have sent a product(s) in error or it is faulty, damaged, or of unsatisfactory quality, we will refund the postage and packaging charges you have paid to receive and return that product(s). If the faulty, damaged or unsatisfactory product(s) was sent with other goods which you are not returning, we will only refund your postage and packaging charges to return the faulty, damaged or unsatisfactory product(s).
In order for us to refund the postage and packaging charges you have paid, please ensure you email us a copy of your receipt detailing the charges. Failure to do so means we will only refund you the value of the item/s we have received.
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Only goods purchased through our website can be returned us. If you have purchased any Hannah Issi products through any other means, such as through another website or in a retail store, please contact the seller direct where you purchased the products from.
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If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product we will not refund the purchase price or exchange the product. Furthermore we may charge you delivery costs to re-deliver the returned product(s) and if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may keep or dispose of the returned product to our discretion without any consent from you.
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If you experience any difficulties with the online returns process or have any questions please contact us.
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Our terms and conditions may be updated from time to time, so please periodically check these.