All shipping charges and packing costs with in the UK are included in our prices. If you want recorded or special delivery please contact us.
All goods are shipped by professional carriers.
In the UK goods are sent by royal mail or parcelforce delivery and take between
2 and 4 days in transit. However please allow 7 to 10 days for your goods to
arrive. Overseas deliveries take between 5-18 days depending on the destination.
What happens if my
parcel goes missing?
We have
not lost any parcels yet. However sometimes due to the
postal service some may take a while to reach
their destination. Our
policy for missing parcels
is as follows: We
allow sufficient time for
the parcel to be delivered –
based on the recommendations
made by the carrier.
For
UK Deliveries
We
contact the carriers who
will perform a thorough
search for your parcel. We
ask you to check at your
local sorting office and
with your postman to
see if there has been any
sign of your parcel. If the
parcel is found to be
missing or lost we will make
a claim through the relevant
courier and replace all the
goods free of charge.
For
Overseas Deliveries
We
Contact the UK Carriers for
confirmation that the parcel
has left the UK. We ask
you to check your local
sorting office and local
Customs point to ensure that
the parcel is not awaiting
delivery. If all
enquiries prove negative we
replace all the goods free
of charge.
Damaged Parcels
If, in
the unlikely event, the
goods arrive with you
damaged, thesecrethollow.com will
either refund your money or
replace the goods free of
charge. If goods are found
to be faulty we should be
notified of the fault within
a reasonable period. This is
given as a week from the
receipt of goods but we
acknowledge that there may
be exceptions and will
consider any claim
individually on its merits.
If we request the return of
goods, these need to be
returned in or with their
original packaging.
General Cancellations
Customers may cancel any
order at any time prior to
shipping or within 7 days
from the day of receipt.
Refunds will be made within
30 days of the cancellation
date. Goods must be returned
in their original packing
and in an unused condition
and we will refund the cost
of goods in full, less
return shipping costs,
within 30 days. Please note
this right to cancel does
not apply to products made
to the customers individual
specification such as custom
artwork – returns on
customised artwork are
solely at the artists
discretion.
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