You have 30 days from the day you receive your item to request a return. Please contact us via the ‘Contact us’ page to start this process. To be eligible for a full refund or exchange your item must be unused and returned to us in the same condition that you received it. If the item is not returned in its original condition the buyer is responsible for any loss in value. You are responsible for covering all postage costs and your item must be dispatched within 30 days.

Once we have received the product/s in the state mentioned above we will inspect it and notify you that we have received your returned item. 

Should you wish to exchange your goods for other available goods from our website, those goods must be of the same value, or of a higher value, (whereby you will be required to pay the difference in value, in full, prior to the exchanged goods being sent out to you). Any further cost of delivery for all of the exchanged goods ordered must be paid for by you. If the value of the goods you choose for exchange is less than the original value, we will issue a part refund (see below for information on refunds) for the value of the difference from your original purchase and the exchanged product (any further shipping costs will be deducted from your partial refund).

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your debit /credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

Unfortunately we will not be able to refund the original postage cost, or the cost of you returning the item to us. Until we receive your returned product/s it remains your responsibility and Hetty & Huxley cannot be held responsible for any loss or damage that may occur in transit. To prevent any loss we advise that you use a recorded method of delivery and keep hold of your proof of postage.

Unless they arrive damaged or defective, we cannot accept returns of personalised or custom orders due to the nature of these items.

Please inspect your order upon arrival and contact us immediately if the item is defective or has been damaged in transit. All damages must be confirmed with photographic evidence of the damaged goods in their original packaging and photographic evidence of any damage to the outer packaging and reported within 48 hours of receiving your item. 

We will then issue further instructions for the return of your damaged goods and once received, inspected and approved, we will issue an exchange for a replacement product or a full refund, including shipping costs (to your original payment method) should the replacement product no longer be available.