Welcome to our Delivery & Returns policies page
At Hempen we hope that you will love your products, that they will arrive to you swiftly and safely, and that if any delivery or returns queries need to be processed, that we can deal with this as quickly as possible for you.
If you have a problem with a delivery or need to arrange a return, the information below will guide you on what steps to take next.
Order Queries
If you need help to track an order, have a query or are struggling to make an online payment, please get in contact by email or leave a message by phone.
Email: shop@hempen.co.uk
Call: 0118 4050095
Tracked Delivery
We offer Royal Mail tracked delivery on all orders.
All orders will receive an email notification with your tracking number after purchase.
We know how much you value our products, therefore your orders will always be sent using tracked delivery.
Orders Despatch
Orders are processed and despatched by 1:30pm Monday and Thursday.
- After 1:30pm on Monday, your order will be sent the following Thursday.
- Any orders made after 1:30pm on Thursday will be sent the following Monday.
- During Bank Holidays and weekends, we do not process orders or deliveries.
We use Royal Mail Tracked 48 delivery, you should receive your order within 2 working days from the despatched date (Not the time of ordering).
Please note : The Royal Mail ‘aim’ to deliver in the time selected, but it is not guaranteed, consult your tracking for up-to-date location information and drop off location map.
If you still have not received your package after 10 working days (from the despatch date): Let us know so we can get the Royal Mail to investigate and/or replace your item(s).
Please be very careful when providing a delivery address… If the item is lost due to providing us incorrect address information or the item has been lost or stolen from your designated ‘safe place’, you will need to make another purchase.
Trouble Paying Online?
Are you having trouble paying through our website? Here’s what you can do …
If your payment is not going through, you can pay by BACS. Drop us an email on shop@hempen.co.uk, and we’ll give you all the details to pay by BACS instead.
For more details, have a read of the FAQs HERE.
Delivery Cost
All packages are delivered free of charge (for our own brand & produced products) or at £5 for Royal Mail Tracked 48.
Food items are delivered with reduced or no delivery tax rates.
We ship to the UK & British Isles
British Isles including Republic of Ireland and Channel Islands (Guernsey, Jersey).
We operate like this to stay true to our ethics of locally grown foods with short supply chains, building a more regenerative and resilient food system.
You are welcome to order products here in the UK and then ask friends to send it on to you within the EU as a gift, that’s all good. It’s currently the best way to send our products there at this time.
Cancellation
If you wish to cancel your order, you can either email, phone or login to your account on the website, click ‘Orders’ and then click ‘Cancel’ on the order you wish to stop. Please note: Once the order has been despatched, and have been emailed tracking information, you will have to return the item to us once received.
Returns & Refunds
We’re committed to selling excellent quality products that we hope you’ll enjoy, but we also know that, for one reason or another, there may be a time when you want to return something you’ve bought.
How to return an item
Provided the product is in the condition you received it, you can return the item within 30 days of purchase.
Send the item in the post to our address below, ensuring it is unused and with the seal intact.
Please add your name, invoice number or order ID and the reason for return in writing with your product. It is recommended for you to keep a proof of postage / tracking number for your return in case anything goes missing.
Once we receive the goods, we will inspect them to establish that they indeed are unopened and will contact you by email to request your bank details in order to issue any refund.
Our turn around time for processing returns is 3-5 days, followed by a further 5-10 working days for the refunds to show in your account.
Should a return be requested or received after 30 days, it is at Hempen’s discretion to give a refund.
If you have any further questions, please contact us.
