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House Proud Co. Delivery & Returns

Policy Last Updated: 18 March 2024

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may wish to return it to us for a full refund only. Please see below for more information on our delivery & return policy.

Delivery Information Policy

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1.1 SHIPPING DESTINATIONS:

We use third party couriers to deliver you products. We offer delivery to Mainland UK. Please note that there may be restrictions on some products for certain destinations, and it is your responsibility to check if any specific regulations apply to your order. 

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When an order is placed, it will be shipped to an address designated by the purchaser as long as that shipping address is compliant with the shipping restrictions contained on this Platform. All purchases from this Platform are made pursuant to a shipment contract. As a result, the risk of loss and title for items purchased from this Platform pass to you upon delivery of the items to the carrier.

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Unfortunately we do not deliver to any other offshore locations or Northern Ireland at this time.

1.2. ORDERING PROCESSING:

Orders are typically processed & Delivered within 3-10 business days after receiving the order. During peak seasons, order processing may take slightly longer. You will receive an email confirmation with tracking information once your order is shipped.

1.3. SHIPPING METHODS:

We offer multiple shipping options to meet your delivery needs. The available shipping methods, estimated delivery times, and associated costs will be displayed at checkout for your selection.

1.4. DELIVERY COSTS:

    •    Orders over £20: Enjoy FREE delivery.
   •    Orders under £20: A delivery fee of £3.95 will apply.

Shipping fees are calculated at checkout for orders under £20. VAT is included in this delivery fee.

1.5. DELIVERY TIME:

Delivery times may vary depending on your location, selected shipping method, and product availability. Estimated delivery times will be provided during the checkout process. Please note that unforeseen circumstances, such as weather conditions or customs delays, may impact delivery times.

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-Standard shipping is 3-5 business days plus an additional 1-5 days for processing.

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NOTE: If your order has multiple items, your order may come in separate shipments.

1.6. ORDER TRACKING:

Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to monitor the status and location of your shipment. Please allow up to 24 hours for the tracking information to become available.

1.7. UNDELIVERABLE PACKAGES:

In the event that your package is returned due to an incorrect address, failed delivery attempts, or refusal of delivery, you will be responsible for any re-shipping costs or fees incurred. Please ensure that your shipping information is accurate and complete.

1.8. LOST OR DAMAGED ITEMS:

While we make every effort to ensure the safe delivery of your order, we are not liable for items lost or damaged during transit. If your package is damaged upon arrival, please document the damage with photos and contact the carrier to file a claim.

1.9. CONTACT INFORMATION:

If you have any questions or concerns about our delivery policy, please contact our customer service team at info@house-proud.company. We are here to assist you with any inquiries related to your order and delivery.

Returns Information Policy

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2.1 RETURNS

All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.

2.2. RETURN PROCESS

To return an item, please email customer service at info@house-proud.company to obtain a Return Merchandise Authorisation (RMA) number. After receiving a RMA number, place the item securely in its original packaging and the return form provided.

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Please note, on some goods you may be responsible for return shipping charges. We strongly recommend in these cases you use a trackable method to mail your return. 

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2.3. REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least ten (10) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

2.4. EXCEPTIONS

The following items cannot be returned:

     ●     Personalised items

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange.

 

Please Note

     ●     Sale items are FINAL SALE and cannot be returned.

     ●     If an item isn’t the perfect match, you can return eligible items for a refund within 30 days of delivery in the original condition and packaging. If the packaging is no longer available following delivery, please ensure that the parcel is adequately repackaged in the same number of boxes as received and in a way that secures its contents from being damaged while it is making its journey back to our warehouse. Failure to package the goods adequately may result in the carrier refusing to collect.

     ●     Once the item is returned back to us, we will process the refund and the timing may vary depending on your payment method. To find out more about your refund please see our Refund Policy.

2.5. POLICY UPDATES:

This Delivery & Return Information Policy is subject to change without notice. Please review this policy periodically for any updates or modifications.

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