Delivery & Returns

**Covid-19 Update**

Currently, Hempen is still open, now selling primarily online. We are following government guidelines and enacting additional hygiene and cleaning standards to our usual procedures, to proactively minimise the spread of the virus, and promote the well-being of our members and the wider community.  We aim to continue our operations as long as it is safe to do so for us and for other people. Most of our sales (if not all) will be online, so we’re increasing customer service and dispatch days to keep up with demand. A full blog post here.

Whilst we can (see Royal Mail update below), to keep up with demand and keep things moving, we are increasing the number of days on which we dispatch orders. Our customer service email is checked more regularly and our phone line available 7 days a week. We hope that with this additional cover we’ll be able to keep up and no-one will wait too long for orders.

Thanks for bearing with us, and thank you for your continued support! Be well.

Royal Mail Corona Virus Update

https://www.royalmail.com/coronavirus

Orders Dispatch

From receipt of payment, all orders are shipped within 3 working days – and hopefully, within 24 hours! Packages are dispatched on Mondays, Wednesdays and Fridays, so if you order before midday on one of those days, you should have your order within 2 working days.

For example, if you order on Sunday, your order with be dispatched on Monday and should arrive by Wednesday. If you order after midday on Wednesday, your order will be dispatched on Friday, and should arrive by the following Monday/Tuesday.

I’m having trouble paying through the website – what can I do?

Sorry to hear that! But no worries – 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.

Order Queries

If you need to track an order or have a query or are struggling to make an online payment, drop us a line on shop@hempen.co.uk. We aim to reply to all emails within 48 hours – our online orders team work on Mondays, Wednesdays and Fridays.

Delivery Time & Cost

Delivery time and cost depends on your location:

United Kingdom:

Orders to the UK, Northern Ireland and Channel Islands cost £4.25, and are shipped by Royal Mail Tracked 48. Orders should be delivered within 2-3 working days of dispatch, or earlier.

Delivery is free for orders over £100, so fill your hemp boots!

Western Europe:

Orders to Western Europe cost £10.75, and are shipped by Royal Mail International Standard. Allow 3-5 working days for delivery after dispatch.

Presently, for international orders, we only deliver to neighbouring countries in Western Europe. This is because we believe in supporting local economies and reducing our footprint.

Don’t worry, we don’t make any money on delivery – we just pass on direct costs to our customers, to keep it fair and transparent.

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.