Delivery and Returns

DELIVERY PRICES

We offer free UK delivery on all orders!

Orders destined for a UK address will be sent via Royal Mail 1st class which on average takes 1-2 days.

International Postage & Packaging 

Please note we do not send framed items outside of the UK

International orders will be sent via Royal Mail International standard, We can advise on delivery times but we are unable to guarantee as occasionally overseas items get held up in transit. 

PACKAGING

We invest in quality packaging materials to ensure our products reach you in the same condition they leave our studio in.

Unframed items are placed in a protective archival sleeves and are posted in hardback envelopes.

Framed items are wrapped in a large amount protective material and placed in sturdy cardboard boxes.

Small textile banners will be wrapped in paper and posted in protective envelopes.  Large textile banners will be wrapped in tissue paper, rolled up and placed in a cardboard postal tube.

Other items are wrapped in  paper and posted in protective envelopes.

DISPATCH TIMES

Dispatch time is the time it take from the order being received to the time it leaves our studio.  All deliveries are Royal Mail first class or for larger items an alternative courier service may be used whichever delivery service we choose to use we always choose the fastest delivery option they offer.

Our website states approximate dispatch periods we do everything within our control to dispatch within these time periods however, once the order is dispatched any delays are beyond our control.  We will not be held responsible for the delay or failure to deliver an order in these circumstances.

Unframed  prints are dispatched within 1 working days.  Framed  prints are dispatched within 3 working days.

Textile Banners and other sewn textile products are dispatched within 5 working days to allow us the time to hand make each item. Unframed and framed textile items will be dispatched within 5 working days.

During busy periods dispatch times can be extended we will inform you in writing via email if we are unable to meet the dispatch time stated when you placed your order. We will inform you of a new approximate dispatch period before printing, sewing or cutting your order and you will be given the option of accepting the new dispatch period or cancelling your order.

Need a Rush order? Prints and cards orders placed before 1pm can be dispatched for guaranteed next day at an additional postage cost,  make sure you select the next day delivery option at the checkout. 

Generally we do not do rush orders on handmade items but feel free to email us to discuss your needs and if we can meet your deadline we will.

Orders will be dispatched to the address you supply at checkout.  If you are not home when the order arrives and it will not fit through your letter box you will need to arrange collection or redelivery with Royal mail or the courier via the instructions on their calling card.

In the event that an order is returned to us by the courier additional delivery charges will be incurred to redeliver the order.

RETURNS/REFUNDS

Please note that personalised items are non returnable under the Consumer Contracts Regulations.

If you have purchased a unpersonalised item you have the right to cancel your order from the moment you place your order and until 14 days from the day you receive order. This does not apply to personalised items which are are non returnable under the Consumer Contracts Regulations. If you wish to cancel an order before the item has been dispatched from our studio you must inform us in writing quoting your order number via email to hello@connieclementine.com.

You have 14 days from the day you receive your order to inform us in writing via email hello@connieclementine.com that you wish to return your order. If you contact us after this time we will not offer you an exchange or a refund. We will respond to your correspondence within 1 working day with details of how to return the item if your reasons for returning comply with our returns policy and the Consumer Contracts Regulations.

Any product(s) returned to us must be returned to us in the same condition that the product was received in by you including outer packaging. Return postage is at the buyers expense, returned items must be received within 14 days of you informing us that you wish to return the item. Refunds will be issued within 3 working days of us receiving the goods in the condition they were sent in.

We recommend that you get proof of postage when posting your return to protect yourself as we will not issue refunds if the item(s) you return to us are lost in the post unless you have proof it was sent back to us. If you are returning an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

In the unlikely event that a faulty item has been dispatched please contact us as soon as possible (must within 14 days from the day of receiving the order) in writing via email hello@houseofhooray.com. Please include photographic evidence of the faulty product with your correspondence if we deem the item to be faulty we will arrange for the item to be returned and send a replacement item within 3 working days of receiving the returned faulty product.

We aim to have all orders arrive in the same condition that we dispatch them and invest in quality packaging materials to ensure this. However occasionally things happen that are beyond our control once we have dispatched the order. If you receive an order that you believe to be damaged in transit please contact us as soon as possible (must within 14 days from the day of receiving the order) in writing via email hello@connieclementine.com. Please include photographic evidence of the damaged product and any damaged packaging with your correspondence if we deem the item to be damaged in transit we will arrange for the item to be returned and send a replacement item within 3 working days of receiving the returned faulty product.

If you wish to return an order for any or the reasons stated above contact us in writing via email hello@houseofhooray.com including the following information.

-Order Number

-Your Name and contact details

-The Product(s) you wish to return

-Your reasons for returning

-Any Photographic evidence (faulty/damaged items)

We will respond to your correspondence within 1 working day with details of how to return the item if your reasons for returning comply with our returns policy and the Consumer Contracts Regulations.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@houseofhooray.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@connieclementine.com and send your item to: Unit 6B, Headway Business Park, Denby Dale Road, Wakefield, WF2 7AZ

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.

Shipping
To return your product, you should mail your product to: Unit 6B, Headway Business Park, Denby Dale Road, Wakefield, WF2 7AZ

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please note that personalised and made to order items are non returnable under the Consumer Contracts Regulations.

If you have purchased a unpersonalised item you have the right to cancel your order from the moment you place your order and until 14 days from the day you receive order.  This does not apply to personalised items which are are non refundable under the Consumer Contracts Regulations. If you wish to cancel an order before the item has been dispatched from our studio you must inform us in writing via email to hello@houseofhooray.com.

 

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House of Hooray | Products with Personality

Hello and welcome to the wonderful House of Hooray, a creative design studio that specialises in delightful items for the home, heirloom quality gifts, cards for joyous occasions, noteworthy invites and decor details for every celebration.

All our products are designed by Gabrielle and are handmade in Yorkshire.

Copyright © 2017 House of Hooray.
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