Shipping & returns

We have multiple delivery options including next day carrier, 2-3 day carrier and collect from store.

Costs

• The cost of the carriage will be displayed before your final checkout. Free delivery is available on most items for orders over £100, exceptions do apply.

Dispatch

• Orders will only be dispatched and delivered on weekdays.
• Orders for next working day delivery must be placed before 2pm, this gives us time to pick and pack before the carrier arrives to collect.
• We aim to dispatch all carrier delivered items within 48hrs, and all items delivered on our own transport within 5 days, Monday to Friday.
• A dispatch email will be sent when your goods leave us, if delivery is by carrier, this email will include tracking information. If your order is delayed for any reason, we will contact you.

Click & Collect

Pay online, collect in-store

• Pay up-front when you check out online, just like most Click & Collect services.
• When you place your order, you will choose which branch you can collect your order from.
• You will receive an email from us when you place your order; this email will show your chosen branch for collection and your order number.
• Please contact the branch to check availability of your items before arrival.
• On Collection you will need your order reference number.

Click & Collect orders are free to collect from our branches.

If, after placing a Click & Collect order, you wish to change the order to be Delivered; this can be arranged by calling the branch. Please note delivery charges will apply to your order if you change the order to be Delivered instead of Collecting. Delivery charges will be payable directly to the branch. Free delivery is available on most items for orders over £100, exceptions do apply.

Returns Policy

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. Please read our returns policy carefully to ensure a smooth return process.

1. Eligibility for Returns

• Returns are accepted within 30 days of receiving your order.
• The item must be in new, unused condition, with all original packaging, tags, and accessories intact.
• Certain products such as perishable goods may not be eligible for returns unless they are defective or damaged.
• Proof of purchase (receipt, order number, etc.) is required for all returns.

2. How to Return an Item

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our customer service team.
2. Return Instructions: Our team will provide you with instructions on how to return the item.
3. Package the Item: Carefully pack the item(s) in their original packaging, including any tags, manuals, or accessories.
4. Ship the Item: Send the package to the address provided by our customer service team. Please note that you are responsible for return shipping costs unless the return is due to a defect or error on our part.

3. Refunds & Exchanges

• Refunds will be issued to the original payment method once the item is received and inspected. Please allow 5-10 business days for the refund to be processed.
• Exchanges can be made for items of equal value, subject to stock availability. If the item is out of stock, a refund will be processed.
• Please note that shipping fees are non-refundable unless the return is due to an error on our part or a defective product.

4. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately at [email address] with clear photos of the damage or defect. We will arrange for a return and provide a full refund or replacement, including return shipping costs.

6. Late Returns

Returns made after the 30-day return window will not be accepted.

7. Contact Us

If you have any questions or need assistance with your return, please don’t hesitate to reach out to our customer service team:

• Email: sales@williamhercock.co.uk