RETURNS

When you place an order with us on hillandfriends.com, you are welcome to return any full priced item(s) for a refund or exchange, provided you return them within 21 days of delivery.

Items purchased from our online outlet item may be returned within 21 days of receipt for an exchange or refund.

To return an item, please request an RMA number as instructed on your in parcel invoice. Once your return has been approved you will be directed to our returns portal to print and arrange your return. Please note that the cost of returning an item is your responsibility. For shoppers within the UK we are happy to help arrange collection of your item via courier which will be charged to you at a reduced courier rate. We strongly recommend that you obtain proof of postage as Hill and Friends accepts no liability for returned orders that do not reach us. If your item is faulty, once we have confirmed and accepted your return, we will reimburse any shipping costs along with your original order value.

Item/s purchased from our sample sale are final sale and are not eligible for a refund or store credit.

Items should be returned, unused with all original packaging including authenticity cards and dust bags. Our branded boxes are considered to be a part of the product and must be returned with the item(s). This is also to ensure that item(s) arrives back to us in a suitable and undamaged state.

Please note, we do not accept returns for personalised or bespoke items.

Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. Item(s) must be returned from the original shipping country with the original returns form. Please note that we may not refund item(s) that are sent without any returns paperwork.

For assistance please contact our Customer care team at customercare@hillandfriends.com

TO RETURN AN ORDER

To return your item, please visit our returns centre to request your
Returns Authorisation Number 

 

Once your return request has been approved, you will receive an email detailing the address with which to return your item to.

Enclose the returns form with the item(s) you wish to return in the original box.

It is your responsibility to ensure that items arrive back to us in a suitable manner. The cost to return an item is also your responsibility. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss for any item(s) you have chosen to send back to us.

REFUNDS

Refunds will be credited to your original method of payment. Original shipping charges and/or any additional customs charges for international orders will not be refunded. Refunds will be paid in GBP.

On receipt of return, your product will be reviewed by our customer care team and once they are happy it is in a sellable condition your refund will be processed. Please note that original shipping charges/any additional customs charges will not be refunded.

Once your refund has been confirmed at our warehouse you will receive a confirmation email as receipt of the goods.

Please note, that it can take up to 28 days for your refund to be processed.

FAULTY ITEMS

Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items within 6-8 weeks of receiving the item back to us. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered, including the cost of shipping.

SAMPLE SALE ITEMS

Returns and refunds are not applicable for items that are in the sample sale.

EXCHANGING AN ITEM

It is possible to exchange an order. Please ensure that you detail the exchange item on your returns form and then send the original product back to us. Please note that the original item must be returned unused with all original packaging including authenticity cards and dust bags. Our branded boxes are considered to be a part of the product and must be returned with the item(s). Provided your exchange item is in stock, we will happily exchange this for you and we will be in touch to arrange any additional payment/refunds based on price differences between your two items. Please note that you will be charged for the shipping costs to send out your new item.

CANCELLING YOUR ORDER

If you are based in the EU, you have the right to cancel your contract with us under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, but you need to notify us of your decision to do so within 14 days from the day after the day on which you receive the last item in your order.

To exercise the right to cancel, please inform us by email: customercare@hillandfriends.com

On receipt of your notice of contract cancellation, our customer care team will contact you with return instructions. Please complete the returns form that you received with your order, and include it with your return so we can process your refund promptly.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. You are responsible for the cost of returning the item(s) to us. We therefore recommend that you use a secure, trackable means to return your order to us and you retain proof of sending, in case of a dispute.

All items must be returned unused, in their original condition and packaging and from the country that the order was delivered to.

We will refund the full value of your order, excluding standard shipping costs, within 14 days of receiving your notice of contract cancellation.

If you have any questions our customer care team are on hand to help you! Please email customercare@hillandfriends.com