SHIPPING POLICY

RETURN & EXCHANGE POLICY

Returns, cancellations and refunds

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1.1 Returns

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If for any reason you are not happy with a product you’ve purchased, you can return it to us within 28 days of receipt for a refund. Once we have inspected the item, we will refund back to your original payment method.

We aim to process your refund within 7 working days of receipt of the returned goods.

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You will have to pay for the return postage cost. We recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address.

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We do not accept responsibility for products lost or damaged in the post. 

To return a product to us, please follow the following steps:
 

Returns via Post Office & Royal Mail

You can drop off your parcel at your local Post Office branch or use their online services.

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Royal Mail: https://www.royalmail.com/sending/uk can generate a printable Royal Mail returns label and you can arrange free collection from your home.

Return address:

Henry Northcote Glassware

34a Hanover Gardens

London SE115TN

United Kingdom

Please remember to enclose your returns form which can be downloaded here.

Ensure that you carefully package the item(s) and obtain a receipt containing your tracking ID.

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1.2 Cancellations

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You can cancel your order with us at any time up to 14 days after you receive the goods. Simply notify us in writing, either by post or by email to sales@hnglassware.com

If your order has been delivered, you will be responsible for returning the goods to us. We will be happy to offer you a refund on the returned products, provided that all received items are in an acceptable condition.

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1.3 Returned or cancelled products

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To be eligible for refund, products returned to us must be in an acceptable condition; this means that they must be complete, in perfect condition, unused, unwashed and with the original packaging.

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1.4 Refunds

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If you are eligible for a refund, we will refund the card used to pay for the original order. Please note that it is your responsibility to notify us of any changes to your card details. We aim to action refunds within 7 working days from receipt of the returned goods.

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1.5 Gift cards

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The value of any goods paid for using a gift card that are subsequently returned for a refund will be credited to a new gift card. The new gift card will be automatically sent to the email address originally provided when purchased.

If a refund is made for any purchase using an HN Glassware gift card and another method of payment, then any refund amount owing will be credited to the other method of payment (i.e. a credit card, debit card or Paypal) in the first instance. For full gift card terms & conditions, please click here.

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Policies and processes

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2.1 Delivery

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Orders placed before the specified cut off time will be processed and delivered as per your request.

If delivery cannot be made to your address you will be informed as soon as possible.

Every effort will be made to deliver the products as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this event we will inform you of any delay as soon as possible.

Ownership of an item will not pass to you until we have delivered the item to you, either directly, or by leaving it in a safe place or with a neighbour. When an item is delivered the risk of damage to or loss of the item passes to you.

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2.2 Faulty product

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We take quality control very seriously but in the unlikely event that you receive a faulty product please notify us by emailing sales@hnglassware.com within 10 days of delivery. In this email, please include your order number and details of the items affected, along with photographs that clearly display the fault in question.

If we establish there is a fault present, we will then either:
 

• Replace with the same item;

• Refund in line with our refund policy.

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If the goods are found to be faulty, we will also cover the cost of your returns postage.

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2.3 Items broken during delivery to you

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Our products are packed with care and consideration. In the unlikely event that this does happen you will need to provide us with the following information, by email to sales@hnglassware.com, within 48 hours of delivery:

1. Your order number 
2. Photographic evidence of the broken product, making the quantity and product itself clear
3. Details of the product names, and quantities broken
4. Whether you would like a replacement or refund

If the fault is verified we will either:
 

• Replace with the same item;

• Refund in line with our refund policy.

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2.4 Wrong item delivered

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If we supply you with the incorrect item you must notify us within 10 days. The goods should be returned to us in line with our returns instructions above. Once we have received the goods and we confirm that it is in fact an incorrect item we will either:
 

• Replace with the correct item;

• Refund in line with our refund policy.

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2.5 Extra items delivered

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If we supply you with extra items please notify us immediately. Goods should be returned to us in line with the returns procedure, if you do not adhere to this procedure and are found to be in possession of goods that you have not paid for, you may be charged for the goods.