I haven't received my order: 

You should receive your order after the processing time and the dispatch time have elapsed. If you have not received your order within this time, please do contact me and I will offer you a replacement. If you do not notify within 14 days of order, I am unable to offer a replacement.

My item is damaged: If you believe that your item is faulty or damaged upon receipt, you must contact me straight away. I will usually ask for the item to be returned before a replacement is agreed. If it is agreed that the item is unacceptable, I will refund you the cost of its return and provide a replacement. 

Any item that has been used or intentionally damaged will not be replaced/refunded and you return it at your own cost.

I have changed my mind: By law, you automatically have a 14 day " cooling-off period" in which to change your mind about your purchase, when buying online. This cooling-off period starts as soon as you receive your item(s). You must notify me within 14 days of receipt of your item(s) that you wish to return your order. You then have a further 14 days to return the item(s). 

Unwanted items must be returned in a way that does not damage them or reduce their value and preferably in their original packaging. Any original labels/swing tags must still be attached, as they were upon receipt. If the item(s) are damaged/altered/de-valued in any way, the full refund may not be given.

If a full refund is agreed, you will be refunded your original purchase cost including any postage charges that you paid when placing the order.

Please note that your return postage costs will not be refunded (unless the item is faulty) and the customer is liable for the cost of returning any unwanted items.

If you have a question, comment or just want to say hello please use the contact form and I will do my best to get back to you as soon as I can.

I welcome press/wholesale enquiries, please email: hello@hesperoo.co.uk

Thank you!