Shipping, Cancellation & Returns
Shipping Information
Free Click & Collect: Order from our website and select the option at checkout. We’ll prepare your order and let you know once it’s ready for collection from the shop during our usual opening hours.
Mailorder: We aim to confirm and send an email to you within 24 hours informing you that your order is ready for packing and shipping. Minimum order for mail order packages is £20.00.
Standard packages £9.95 for MAINLAND UK. This covers packages up to roughly the weight of 24 x 330ml bottles. Anything over this is charged at £0.40 per kilo up to 100Kgs. All weighting for delivery cost is worked out at the till online when you place your order. If you have any queries when placing on the courier cost please do drop us an email on: hophideout@gmail.com
We currently do not mail order to Northern Ireland, Channel Islands, Scottish Highlands. We are working on this offering. The postcodes we DO NOT currently deliver to are: AB37-38, AB41-56, FK17-21, IV1-20, IV21-28, IV30-37, IV40-51, IV52-56, IV63, KA27-28, KW1-17, PA20-35, PA36-49, PA62-76, PH15-26, PH 30-44, PH49-50, HS1-9, ZE1-3. If you do wish to place an order and you reside in this postcode list please email us for an individual quote: hophideout@gmail.com
We do not deliver to PO Boxes.
Due to increased costs on cardboard mail order packaging material, fuel and courier prices Hop Hideout has had to review our free shipping offer and increased the basket spend to £75.00. Thanks for your understanding here, to claim this on your +£75 basket spend use FREESHIP75 at checkout.
We have additional services for example for T-shirts, tote bags and books, depending on weights these package services can cost: £5.95 or £6.95. All weighting for delivery cost is worked out at the till online when you place your order.
Your order will usually be with you in 2-3 working days via APC Courier Service. We will email to confirm the package has dispatched. No deliveries Saturday and Sundays; orders placed Friday will be shipped out the following Monday.
We will refund any damaged or missing goods. Any lost goods will be replaced free of charge.
Please take care lifting the packages and be careful. We say this as occasionally breakages do occur. Please open the package with caution if you think it contains any broken items.
If you have not received your delivery after 5 working days, contact us at hophideout@gmail.com we can then investigate and aim to respond to you within 48 hours.
If you have missed the delivery, APC will leave a card. You MUST call to arrange re-delivery or collection at the local depot (please take photo ID along). Re-delivery will be attempted 3 times before return to Hop Hideout. Deliveries will only be attempted to the address specified on the original mail order. If a package does return to Hop Hideout after attempted deliveries have failed, you will be contacted to discuss options. (The cost of a further re-delivery may be charged to the customer).
Cancellation
You can cancel your click & collect order within 14 working days. please contact us as soon as possible and we will issue a refund on the uncollected goods. If cancelling a mail order please inform us within 24 hours of placing the order via hophideout@gmail.com
Refunds will be issued to the card used to make payment.
Please allow 5-10 working days for the refund to show in your account.
Tickets are non-refundable.
Easy Returns
We will refund the full price of the products ordered minus any discounts (if any appropriate) within 14 days from the date of your click & collect or mail order payment. Please notify us within 7 days from the day of your order placement if you wish to return goods for a refund (hophideout@gmail.com).
All goods must be returned unopened and in a resalable condition and with proof of purchase.
Refunds will be issued to the card used to make payment.
Please allow 5-10 working days for the refund to show in your account.
You are responsible for any charges incurred in returning goods to Hop Hideout. Our courier can collect goods for return, this is at the customer's expense. Please email hophideout@gmail.com and we can arrange a quote.
Guarantee
Hop Hideout is completely dedicated to providing customer satisfaction on purchases. We value our customers and welcome comments, suggestions, constructive criticism and complaints. We will always do our utmost to help.
In the event of a complaint, please contact us by email giving as much detail are you can (hophideout@gmail.com).