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 phone.
Email: shop@hempen.co.uk
Call: O7597 2637O2
Tracked Delivery
We offer 48-hour tracked delivery on all orders, with the option for 24-hour tracked delivery too!
To select 24-hours tracked delivery, choose the option in your basket at checkout.
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 arrive tracked always.
Orders Dispatch
Orders are processed and dispatched by 1:30pm Monday to Thursday. After 1:30pm, your order will be sent the next working day. Any orders made after 1:30pm on Thursday will be sent the following Monday.
Using 48-hour delivery, you should receive your order within 2 working days from the dispatched date.
With 24-hour delivery, you should receive your order the next working day from the dispatched date.
Please note : During Bank Holiday and weekends, we do not process orders or deliveries.
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 charged at £5 as standard tracked 48-hour. The option for tracked 24-hour is charged at £7.50.
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.
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.
Just return the item to us unused and with the seal intact, with your name and invoice number or order ID and reason for return. Please keep a proof of posting. We will inspect all goods on return.
We will issue any refund to the card used to make the original purchase.
Please allow 5-10 working days for the funds 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.
