Delivery & Returns

Customer Service

The Hempress team are dedicated to excellent customer service, our customers are the most important part of our business and we aim to make the experience as fulfilling and easy as possible.  We do our utmost to provide a service which matches the high quality of our products with as little delay as possible, we aim to get your items despatched within 24 hours of ordering.

The Customer Service Team at Hempress can be contacted during office hours from 10am – 5pm Monday – Friday. Contact Us

 

Shipping & Handling

When you have placed your order the Hempress team will endeavour to dispatch your goods as quickly as possible. In most cases we aim to dispatch your order on the day we receive it or the next working day – excluding weekends and Bank Holidays.  UK/local customers are welcome to collect their orders from our office and can contact us to arrange collection. Postal services we use are Royal Mail and DPD, it is within our discretion to select the best service for your parcel. Our delivery options are:

 

 

Standard Delivery

Express Delivery

Time To Dispatch

Dispatch next working day

Dispatch Same Working Day (when ordered before 12noon)

Time to Delivery

3 - 5 days Delivery

Not Guaranteed

(could take up to 15 days)

Next Day Delivery Guaranteed

(Signed for)

 

Orders over £35

Free Shipping

Orders over £100

Free Shipping

 

Available to all postcodes in UK

Not available for Highlands & Islands & NI

 

 

Text/email service

 

 

Fully tracked & Traced

 

 

International

We are happy to offer competitive shipping rates to our International customers. Orders shipping to European or United States addresses will ship via Royal Mail and a shipping rate will be quoted in the shipping stage at checkout. 

Delivery times will vary depending on your location and the time of year. We would normally expect orders to Europe to arrive within 5 - 10 working days and the rest of the world within 10 - 20 working days.

Please note that international packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. Sadly, Hempress has no control over these charges. 

 

Returns & Refunds

We hope that you'll be thrilled with your order when it arrives but if anything isn't right we are on hand to help. Contact us for assistance and we will get back to you promptly.

We take every care to ensure your order is properly protected during transit but appreciate that very occasionally damaged may occur. We will replace or refund products damaged during delivery if photographic proof of damage is sent to us within 7 days of delivery. We sadly cannot refund or replace any products that have been opened or used. 

If you wish to cancel your purchase under the Distance Selling Regulations, customers legally have a period of seven working days from the date of delivery within which they can cancel the sale. However, at Hempress we extend that to 30 days. If you are not completely satisfied with your order you can return it to us within 30 days of the date of delivery and receive a refund. Please return the unopened products, with a note of your order number and reason for cancellation. When we receive the returned goods we will refund you the sale price of the purchase.

All original postage and packing charges, are paid for by the customer, and the return postage is also the responsibility of the customer. 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, in which case the cost of returning goods are the responsibility of Hempress. Reasonable care must be taken when packaging the parcel and returning it so that goods are not damaged in transit. You are advised to use a carrier that offers both traceability and insurance

To return your order, package it up & enclose details of the purchase:
Your order number
List of goods being returned
Reason for return
Your Name, Your Address, Your Contact Details.

For our returns address please Contact Us