Delivery & Returns Information
Delivery and Returns
Postage charges
UK Delivery Charge £6.00
Europe Delivery Charge £18.00
Rest of World Delivery Charge £25.00
There may be local duty and/or taxes payable on goods delivered outside the UK. Hever Castle Shop is not responsible for paying these charges.
Deliveries made via Royal Mail and Parcel Force.
Deliveries dispatched within 3 working days.
UK orders are delivered within 3–6 working days
Europe and Rest of World deliveries can normally be expected to arrive within 10 days. However we ask you allow 14 days from dispatch before contacting customer service.
Orders will be delivered in a re-used or recycled box or jiffy bag as part of the Hever Castle’s commitment to the environment, focusing on reducing its paper and cardboard consumption.
Returns & Exchanges
We hope that you are happy with your purchase, however if you are not, please return it to us in its original condition within 28 days of receipt and we will be happy to exchange it or give you a refund. In the case of refunds this will include the outbound delivery cost. Return postage charges are non-refundable unless your order was faulty or incorrect.
Wherever possible, please return the items in their original (or similarly robust) packaging. Please note that when returning an item, the parcel is your responsibility until it reaches us.
Please send to
Hever Castle Shop (returns)
The Squash Court
Hever Castle
Edenbridge
Kent
TN8 7NG
Call our Retail office on +44 (0)1732 861712 if you would like to discuss your order with one of the team. Please note our opening hours are Mon-Fri 9:00-17:00 GMT.
International Customs
14 International customs duties and sales taxes are not refunded for shipments outside the EU. If you are returning anything to us from outside the UK you must complete a customs declaration, correctly indicating that the package contains “returned goods” or similar. We will not pay customs duty in order to receive back the returned item(s).
Faulty or Damaged
In the rare event that goods are delivered faulty or damaged please contact our Customer Services team on +44 (0) 1732 861712 gifts@hevercastle.co.uk so we can arrange a replacement or a refund. Goods are classified as faulty if they are received damaged, or when a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty. Please note our opening hours are Mon-Fri 9:00-17:00 GMT.
Payment
Payment is taken from your card once your order is placed and you have received your email confirmation.
Any refunds granted will be credited to the Debit or Credit Card used at the time of order processing. Once we receive the item(s),
We will issue a refund or replacement(s), whichever is requested and depending upon availability.
Refunds will be issued within 14 days of receipt of the returned goods. A refund will be issued for postage paid only when the item is found to be defective or incorrectly supplied from the original order. If you fail to return goods at your expense, The Hever Shop reserves the right to charge the direct costs for their recovery and may offset that amount against any refund due.
If you would like further information regarding the products or delivery options, please telephone our Customer Services team on +44 (0)1732 861712. Alternatively email gifts@hevercastle.co.uk. Please note our opening hours are Mon-Fri 9:00-17:00 GMT.
SHOP HELPLINE
· For assistance and telephone sales
· please contact our Customer Service
· team on +44 (0)1732 861712
Please note our opening hours are Mon-Fri 9:00-17:00 GMT.