Politique d'expédition
- It is the customer’s responsibility to provide accurate information when placing an order. We reserve the right to cancel any order, namely if it will effect the sizing of a product, however we will always email to query any measurements we think are inaccurate or to inform you of this prior to cancellation.
- Please check our terms of service for lead/making times for products. All items are handmade to order.
- All items are lovingly handmade to order and, as always, we aim for orders to be made and despatched as soon as possible. Please be aware that our lead times can vary during for reasons such as high demand and if materials are in stock - this means sometimes lead times can be around 20 working days, which do not include weekends or bank holidays. Please anticipate that your order may take this time to be made and delivered.
- All items are lovingly handmade to order and, as always, we aim for orders to be made and despatched as soon as possible. Please be aware that our lead times can vary during for reasons such as high demand and if materials are in stock - this means sometimes lead times can be around 20 working days, which do not include weekends or bank holidays. Please anticipate that your order may take this time to be made and delivered.
- Please double check your postage information. If the wrong address or part of the order address is missing we will not refund custom made orders. Customers are responsible for providing accurate postage information and will be required to pay for additional postage to receive their order if their order is despatched and returned to us.
- We ship worldwide using Royal Mail. Standard UK shipping is TRACKED 48 and this is included in orders over £70. All international shipping is also sent with tracking information.
INTERNATIONAL CUSTOMERS:
- Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country and we strongly advise you check your country’s policies before purchasing. Please note that countries within the European Union now require you to pay a destination tax ie. your countries tax rate (20%, 15%) of your purchase.
- If you do not pay duties and tax upon arrival the item(s) will be returned to us. In this case, we will only refund orders that are standard sizes (collars, leads, bow ties) and we will not refund made to measure or personalised items. We will not refund any additional postage costs. Customers will be required to repay for postage if items are returned to us and are required to be reshipped.
- All orders are posted with Royal Mail and this is the only courier service we use currently. We post all orders with signed for/tracked postage so you can follow your order’s journey to you. We advise that you wait 10 working days (UK shipping addresses) or 28 working days (any other shipping addresses) before contacting us about your order as Royal Mail will only deem a parcel as lost if not delivered within these times. We provide tracking numbers with every order. If a parcel is lost we will always work to resolve this. Please contact us hello@hugoandtedltd.com with your order number if you think your order has been lost or stolen.
- All parcels are posted via tracked delivery service. Once a parcel is with the delivery carrier it is their responsibility to uphold their service agreement. If a parcel is lost, stolen or damaged we will work with the courier to reconcile the problem either on behalf of the customer or by providing the relevant information to the customer.
- Always retain your proof of postage for returned items and for damaged items retain all packaging materials for evidence of the damage in case they require an inspection.
