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TERMS & CONDITIONS

PAYMENT

Credit/Debit Card

As part of our checks to prevent fraud hejhog uses an Address Verification process. To meet the requirements of this check the card holder must provide, in addition to the required card details, full address including postcode to which the payment card is registered and a daytime telephone number.
Goods, including backorders, are charged to your payment card at time of ordering.

PayPal

PayPal is an instant payment method with funds being directly transfered to hejhog.

Cheque & Postal Orders

Unfortunately hejhog is unable to accept payment via Cheque or Postal Orders

International Payment

All orders will be charged in POUNDS STERLING. hejhog cannot be held responsible for varying exchange rates.

hejhog reserves the right to make further checks beyond the normal requirements and to refuse any payments that are suspicious. All goods remain the property of hejhog until payment clears.


CURRENCY CONVERTER

All orders are charged in POUNDS STERLING and exchange rates are determined at time of processing. Any Currency Converter feature is to be used as a guide only.


DELIVERY & AVAILABILITY

Orders for items that are in stock will normally be dispatched within 24 hours once payment has cleared during normal working hours - Monday-Friday 10am-3pm (GMT). hejhog aims to keep all items in stock, however, due to demand and manufacturing processes some items may be out of stock. For out of stock items, hejhog will endeavour to dispatch goods as soon as possible, usually within 14 days. All orders are shipped from within the UK.


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.

IMPORTANT
hejhog uses Royal Mail for inland delivery. Even though these services are labelled Royal Mail 24 & Royal Mail 48 these do not represent guaranteed delivery times in hours.  hejhog estimates the following delivery times for these services.

  • Royal Mail 24 (1st Class) - Normally 1 day but cannot guarantee this - estimated 1 to 4 days.
  • Royal Mail 48 (2nd Class) - Normally 2 days but cannot guarantee this - estimated 2 to 7 days.


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.

VERY VERY IMPORTANT - ROYAL MAIL SHIPMENTS - THE POSTMAN DOES NOT ALWAYS LEAVE A CALLING CARD
PLEASE CHECK AT YOUR LOCAL DEPOT IF YOUR ORDER DOES NOT ARRIVE

Parcels are rarely lost. 99.99% of the time when an order does not arrive it is at the local depot awaiting re-deliver instructions or collection.
If the postman has failed to leave a calling card (this is a common occurence) then normally 2 items of proof of address will allow the parcel to be released/collected from the local depot.  Alternatively, the option for re-deliver requires no proof of address.

Parcels that are NOT collected will be returned to hejhog after approximately 7 to 14 days.  hejhog reserves the right to re-charge for delivery or to deduct delivery charges from any refund requests on orders returned by the Royal Mail.

Below is an example of a parcel that has been returned to hejhog as "NOT CALLED FOR".

Not Called For

 

VERY VERY VERY IMPORTANT Royal Mail DELIVER TO NEIGHBOUR SCHEME

Royal Mail now run a "Deliver to Neighbour" scheme.

Royal Mail will now try and deliver to a neighbour if you are unable to receive a parcel. The Postal worker should leave a  P739 “something for you” card with the address the parcel was delivered to - THIS DOES NOT ALWAYS HAPPEN. Royal Mail automatically register UK customers to this shceme unless you choose to OPT OUT. Details can be found on the Royal Mail website www.royalmail.com/personal/receiving-mail/delivery-to-neighbour.  If your order does not arrive then please check with neighbours if you have not opted out of the above scheme.

Deliveries to non-mainland UK and remote places may take longer. Deliveries may require a signature upon receipt.

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 SHIPPING

NOTE for USA Customers
Orders to the USA may be delayed due to stricter security screening by US authorities on all incoming mail. Most orders are arriving with little or no delay but depending on location, and especially for major cities (ie New York), some orders are taking 20 to 25 working days to arrive.

NOTE for Australian Customers
Orders to Australia may be delayed due to strict screening by Australian authorities on all incoming mail to ensure items fall inline with import regulations. Most orders are arriving with little or no delay but some orders are taking 20 to 25 working days to arrive.

International Shipping refers to all orders where the destination is outside the UK.
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 destinations 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).

The Royal Mail International Bulletin Board can be found at the the following link: www.royalmail.com/internationalupdates

International 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.

International 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.

Holiday Delivery Times

International deliveries during Holiday times may take longer. Holidays within the UK and country of destination should be taken into consideration when ordering.

Christmas Holidays - Orders made during the Christmas period (1st December to 4th January) cannot be guaranteed delivery before Christmas. This is due to the extra work load on the Royal Mail and suppliers. As a general rule the last date of posting for European destinations is approx 10th December and for non-European destinations approx 7th December (dates may vary from year to year). Orders placed after these dates should be expected after the Christmas period.

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.

International Port of Entry/Customs

hejhog cannot be held responsible for any customs or duty charges incurred at "Port of Entry".

Customs officers have the right to withhold incoming deliveries at "Port of Entry" for inspection and hejhog cannot be held resposible for any delays caused by customs clearance. Some items may be prohibited from "Port of Entry" into certain countries. It remains the responsibilty of the customer to ensure that items exported from the UK are not prohibited by the laws of the destination country. hejhog accepts no liability for any items that are confiscated at "Port of Entry" and will not refund in such circumstances.

All orders are dispatched within the EU and as a general rule there are no restrictions with other EU member states.

All orders shipping outside the EU will have the appropriate customs declarations with descriptions and values of goods in UK pounds attached to the order in conformation to the international postal agreements.

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).


REPLACEMENT/REFUND ON LOST ORDERS

hejhog will replace or refund an order providing the terms for delivery as described above 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 original order that was replaced but cannot be held responsible for any other costs incurred.


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. Damaged goods may need to be returned to hejhog before any claim is viable. Any damaged returns have to be sent via the postal service and hejhog will pay for the cost of postage to return damaged goods but cannot be held responsible for any other costs incurred.


INSURANCE OF LOST ORDERS OR DAMAGED GOODS

UK

All UK orders are insured to the full value for loss or damage.

International

International Non-Tracked orders are insured to the value of £60 maximum for loss or damage. Tracked orders insured upto £500 are only liable to the value of goods or upto £500 maximum for orders over this amount for loss or damage. 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.


PRODUCT INFORMATION

Every effort has been made to ensure that the information on products is accurate, however hejhog cannot be held responsible for any errors that are made or changes to specifications by manufacturers. Due to the use of natural materials and dyes colours may vary to those shown. Please allow 5% shrinkage when washing (our sizing takes this into account). All measurements are approximate.

hejhog reserves the right to withdraw any product from sale without prior notice.


PERSONAL DATA

At hejhog we do not agree with the sharing of personal data. The information that you provide is treated with the strictest confidence and will not be shared with third party companies.


PRICING

All prices and delivery charges were correct at the time of publishing but are subject to change without prior notice. VAT at the current UK rate is included where applicable.


UNITED KINGDOM VAT

All orders shipping within the European Union will include UK VAT at the current rate. Orders shipping outside the EU and to the Channel islands are excempt from UK VAT which is automatically deducted during checkout based on destination (such orders may incur customs/duty charges - See "International Port of Entry/Customs" above). For the Channel Islands please select "Channel Islands (UK)" as the destination country.


COUPON/PROMOTIONAL CODES

Coupon or Promotional codes can be entered on the payments page during checkout. Only one code can be used per order. Products may be excluded from discounts. Coupon/Promotional codes cannot be used with any other offer. Products with existing offers or discounts are excluded from any discount. hejhog reserves the right to withdraw, at anytime, a Coupon/Promotional code without prior notice or reason.


OUR GUARANTEE/RETURNS & REFUNDS

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. Goods that are sold as packs can only be returned as complete packs - unopened, complete & in original packaging.

All returns are at the expense of the customer and should be returned to:

hejhog
Manor Road
Adlingfleet
DN14 8HY

Goods remain the property of the customer until they are returned undamaged. hejhog cannot except liability for returns until the parcel reaches us and strongly recommend that you use Recorded/Tracked Delivery and obtain additional insurance for high value items. In such circumstance of loss or damage, when returning an item, the customer is liable to make the relevant claim from the postal service for any losses. hejhog is unable to refund any postage costs incurred on the original order. Refunds will only be given on receipt of items at hejhog. Refunds will only be given in the same method as payment.

This does not affect your statutory rights.

hejhog reserves the right to alter the terms and condition without prior notice.

COMPETITION RULES - Facebook/Newsletter

Prizes as stated - no substitutions or cash equivalent. The closing date is in GMT time and all entrants must be made before this time. After the closing date no other entrants will be considered. Prizes must be claimed within 6 weeks of the closing date - after this time prizes cannot be claimed as the stock we be re-listed in our catalogue. Competitions, if listed on third party sites, are in no way sponsored, endorsed or administered by, or associated with the third party (ie Facebook). We reserve the right to end a competition without notification or reason. E&OE.

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