UK - Process & Dispatch: 

All non-personalised stationery orders are processed within 3-5 business days of receiving your order confirmation.

Any changes to the above timescales will be announced on the website, and if any changes occur during the processing period you will be notified directly via email. 

Once your order has been dispatched you will receive email confirmation.  If you do not receive your item within 14 days of receiving the dispatch email notification please contact me via email to hello@holchester.com.

All items are posted via Royal mail, Second Class. Couriers can be arranged if requested, and costs will be dependent upon the timescales/requirements. 

Stationery items up to a cost of £50 will be sent at a flat-rate cost of £4 per order. (Small bookmark orders being the only exception).  

All items will be sent in plastic free packaging.  In some cases the packaging you receive will have been previously used for other items but I will have determined that it is in good enough condition to be used before wrapping anything.

International - Process & Dispatch: 

Currently international rates and timescales are subject to significant change. 

If you are based internationally and wish to place an order please first contact me via email to hello@holchester.com for an accurate cost for shipping and timescales.  

Individuals ordering from outside of the UK are responsible for any import taxes and customs costs as applicable. 

Cancellations, returns and refunds - Non-personalised Items

Cancellations (non-personalised items):

The buyer must notify the seller in writing within 24 hours to hello@holchester.com, confirming their order number and that they wish to cancel their order.  

If the item has not yet been dispatched a full refund will be made, including postage costs, within 14 days of receipt of the cancellation notice. 

In the instance an item has been dispatched the returns policy outlined below applies.

Please note the above does not apply to personalised items - please see the section below. 

Returns & refunds (non-personalised items):

We accept returns up to 14 days after delivery, as long as the item is unused and in its original condition.  

The item must be returned and once received and the condition checked we will refund the order amount, including the original cost of outgoing postage, to the original buyer.  

This refund will be made within 14 days of receipt of the returned items, or within 14 days of the buyer providing evidence that the items has been returned (e.g. proof of postage), whichever is sooner. 

The buyer is responsible for the cost of return postage.

Refunds will not be made to individuals that are not the original buyer or to accounts other than where the original payment came through. 

Please note the above does not apply to personalised items - please see the section below.

Cancellations, returns and refunds - Personalised Items

Cancellations (personalised items):

The buyer must notify the seller in writing within 24 hours to hello@holchester.com, confirming their order number and that they wish to cancel their order.  

As personalised items are processed and printed to order after this 24 hour period cancellations will not be accepted.

Returns & refunds (personalised items):

As personalised items are made to order returns will not be accepted or refunds given, unless the item(s) is faulty.  Please see Faulty Items section below for more information.

The only exception to this is if I have made a clear typographical or other printing error that does not meet the details specified upon ordering.  

Holchester Designs will not be liable for any personalised items where the personalisation is incorrect due to an error made by the customer during the buying process.

Faulty Items:

All items are checked prior to dispatch.  

If you feel you have received a faulty item, and contact me within six months of receiving that item, you may be entitled to a full or partial refund, a repair or offer of a replacement.  

This is done on a case by case basis and the original buyer must contact me via email to hello@holchester.com stating the order number and providing detail about and evidence of the fault.  

Any stationery that has been used in any way will not be entitled to a refund or replacement as it will be considered as an altered item. 

Damaged Items:

In the event that your order arrives damaged in any way, please contact me as soon as possible via email to hello@holchester.com with your order number and a photo of the item’s condition. We address cases such as these on an individual basis and will try our best to work towards a satisfactory solution.

Lost Items:

Items will be considered lost if they have not been delivered within 15 working days of dispatch.  This time period is to account for potential delivery delays encountered in the Royal Mail system and for the 10 day qualifying period set out by Royal Mail.

Notification of non-receipt of an item should be made via email to hello@holchester.com and include the order number. 

If an item is lost in transit, unless proven otherwise, I will assume the contract is terminated and either provide a refund or dispatch an alternative item.  The remedy will be determined on a case by case basis and in discussion with the buyer.

 

This Shipping policy was updated on 8th January 2024.