FAQ's

While we've tried to ensure that all the information you'll ever need to know about us is on this site, you may still have a few questions.

Our FAQs section should clear those up.

Start by selecting a category relating to your question

DELIVERIES

WHAT ARE THE DELIVERY OPTIONS POLICIES AND PRICES?

Getting your goods to you swiftly and safely is of utmost importance to us. That's why we entrust our deliveries to carefully selected couriers.

Costs depend on your location, how quickly you’d like your package and what you’ve ordered. You can find out everything you need to know about our delivery charges here.

 

HOW CAN I TRACK MY DELIVERY?

You can use the link provided in your despatch email. Simply click the link, enter the tracking number (also found on your despatch email) and hey presto you're done.

Please note there can be a delay in our couriers tracking system picking up consignment numbers. So if you’ve received an email saying your order’s been sent, but it’s not showing up on their system, don’t panic. Just give it 24 hours and try again.

Or if your order is severely overdue, please email our Customer Service team on sales@hewlettandco.uk. You'll need to quote your order number.

*Excludes bank holidays.

 

DO I HAVE TO SIGN FOR MY PARCEL WHEN IT ARRIVES?

To ensure its safety, your order may need to be signed for when it's delivered. After all, we wouldn't want it going walkies. 

However it doesn't have to be you who signs for it. Your other half could do it, for example. Or a colleague, if your order is sent to your work.

 

WHAT HAPPENS IF I'VE ENTERED THE WRONG ADDRESS?

In the circumstance that your shipping address has been entered wrong and your order has been shipped and in transit with one of our couriers, they cannot change your delivery address at this stage and advise that your parcel may be returned back to us if they cannot locate the address on the order.

Once your parcel turns up back at our warehouse, we can resend this to your correct address however as we will be billed for the parcel coming back to us and charged again to re-send it back out to yourself, we ask that you pay an additional fee of £2.95 which can be collected once we confirm we have received your parcel.

 

WHY HAS MY ORDER BEEN CANCELLED?

Unless you have asked us to cancel your order, we will only ever cancel orders when we run out of a particular item. 

If this does happen, please accept our apologies for being a bit slow on the uptake and we hope that you can find something else to take your fancy. Of course, any money that you have paid will be refunded to you on your original method of payment.

RETURNS & EXCHANGES

HOW DO I RETURN OR EXCHANGE AN ORDER?

 Please see here for return and exchange information.

 

WHEN WILL I RECEIVE MY REFUND OR EXCHANGE ITEM?

Once your item has been received back to our Returns Department, a refund or exchange will be processed within 1-3 working days. During sale periods, this may take up to 5 working days. You’ll be notified by email when your refund or exchange has been processed.

 

WHAT DO I DO IF THERE IS A PROBLEM WITH MY ORDER?

If we've made a mistake with your order or you have any issues with the goods themselves, the first thing to do is contact our Customer Service Team.

ORDERS

WHAT HAPPENS AFTER I HAVE PLACED MY ORDER?

Upon placing your order, we will send you a confirmation email. A member of our Customer Service Team will then check your order and the delivery information to make sure that everything's correct.

From there your goods will be picked and packed, and sent out from our warehouse. Your order will be sent out and you'll receive a confirmation of dispatch email that contains your tracking number. If you're expecting a few deliveries from us, you'll get separate emails for each order. 

Please note that you'll only get a tracking number if you've registered with us and used the normal checkout. If you used Express Checkout, this service isn't available.

 

HOW CAN I RESOLVE A PROBLEM WITH MY ORDER?

While it doesn't happen often, sometimes we can make a mistake. If there’s a problem with your order, or the goods themselves, let us know straight away.

 

WHY AM I NOT RECEIVING ANY EMAIL CONFIRMATIONS?

If you're confident you entered your email address correctly, then it may be your junk mail filter doesn't like our email address. Some web-based email services, such as Yahoo, Google and Hotmail, block emails from unknown senders. 

Firstly, check your junk mail folder. You may also need to add us to your address book to ensure our emails arrive in your inbox.

 

HOW CAN I ASK A QUESTION ABOUT PLACING AN ORDER?

We've tried hard to put everything you'd ever need to know about us on this site. If you've a question that we haven't answered, get in touch with our Customer Service Team and they'll be happy to help. You'll find their details here.

 

WILL I GET A RECEIPT WITH MY ORDER?

Actually you'll get two. You'll get an email when your order is dispatched, which to all intents is an electronic receipt. Then there's the more traditional printed receipt, which comes with your order.

 

DO YOU OFFER A NEW CUSTOMER DISCOUNT?

Yes! All you need to do is sign up to our mailing list, you can do this by using the pop up that comes up upon visiting the website or via the link in the footer of the website. 

Once you have added your email address, you will receive an email with a unique discount code which will be valid for your first purchase.

You must enter your discount code at checkout for the discount to be applied, we cannot retrospectively add this for you.

Please note: Sales items are excluded from this discount.

 

HOW DO I CANCEL MY ONLINE ORDER?

To do so simply email sales@hewlettandco.uk or call to us on 01507 499170

If your order has already been packed, we will be unable to cancel your order. But you can return your order once received providing it meets our conditions of return.

 

GIFT CARDS

HOW CAN I USE MY GIFT CARD ONLINE?

Your Gift card can be used as full or part payment for any purchases on www.hewlettandco.uk You will be prompted to enter the card number on the reverse of the card at the time of checkout.

 

HOW MUCH VALUE CAN I ADD TO MY GIFT CARD?

The maximum value you can have on your Gift Card is £1000. At the other end of the scale, the minimum amount you can top-up your Gift Card with is £10.

 

HOW CAN I CHECK THE BALANCE OF MY GIFT CARD?

You'll need to contact customer services and they'll be able to assist you with this.

 

HOW LONG DO I HAVE TO USE MY GIFT CARD?

Gift cards expire 24 months from initial load, however any spend will reset the expiry period to 24 months again. Any remaining balance will be forfeited and you will not be able to reclaim the lost funds.

 

CAN I EXCHANGE MY GIFT CARD FOR CASH?

Unfortunately not. Our Gift Cards are non-transferable, and cannot be exchanged for cash.

 

WILL I GET CHANGE WHEN I USE MY GIFT CARD?

You won't be given any physical change, but our Gift Card's remaining balance can be used against future purchases. So don't worry you won't lose out.

 

PAYMENTS & SECURITY

WHAT PAYMENT TYPES DO WE ONLINE ACCEPT?

Aside from bartering, we're pretty open to you paying in any way you like. In fact, you can use all the following payment types:

Visa Debit / Credit 
Visa Electron 
Mastercard 
Maestro International 
American Express 
Paypal, Apple Pay, Google Pay, Shop Pay

 

WHEN WILL MY CREDIT OR DEBIT CARD BE CHARGED?

You'll only get charged when your order is confirmed. When you enter your credit/debit card information and click 'Pay Now' on the final checkout page.

The same applies if you're paying via Paypal.

Please be aware that if you cancel an order before it's shipped, it may take some time for your bank or credit card company to process this and return the funds to your account. It's not us being greedy. Honest.

 

HOW SAFE IS IT TO SHOP AT OUR ONLINE STORE?

As safe as it possibly could be. Any information you give us is stored securely and we maintain the highest levels of security. In fact, hewlettandco.uk uses high-level SSL encryption technology - the most advanced security software currently available for online transactions.