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Frequently Questions

When will my order be dispatched?

Orders are usually dispatched within 3 working days, though as they are made to order, occasionally they may take up to 5 days until dispatch. My aim is always to post them as quickly as possible so that you can be enjoying them in the comfort of your own home

Do you deliver internationally?

Yes. Orders will be processed in GBP.

How much is postage?

UK orders are delivered in approximately 5-7 working days at £3.29 via Royal Mail or courier
International orders are delivered in approximately 7 – 10 working days at £8.99, but can be up to 21 days depending on which country is being dispatched to and the time in your customs area.
If you are having an item delivered outside the UK, you may liable for any customs/import duties so please check this with your country before ordering.
I keep postage receipts for all orders so please get in contact if you have any problem

 

My order hasn't arrived

If it’s been more than 10 working days since you received your dispatch confirmation email and please check your spam folder in case I have emailed you with a query. If you still think your order is late, please get in contact hello@hopesquad.co.uk and I’ll do everything I can to help. I really want you to leave happy with your order from my shop

Is your packaging recyclable?

A lot of it is. I am working towards it becoming fully recyclable in the future as this is something close to my heart

Returns

Although the items are made to order, I do allow for returns made within 14 days in perfect condition. Please email hello@hopesquad.co.uk for the address. Buyer is responsible for return costs and refunds can only be made once the item has been safely received here. I strongly advise you keep proof of postage safe until your refund has been completed. If you received a rose gold lotus charm in your package, that would need to be returned also for the full refund.

Can my item be customised

In some cases yes! Please email me at hello@hopesquad.co.uk and I’ll see what I can do

When will I receive my refund?

I know want you’ll this done as soon as possible so will do my best to do so as soon as I’ve received and checked the item. It’s usually actioned within 2 days of receipt, but please leave up to 7 days in busy periods.

What should I do if I was sent the wrong item?

I’m so sorry if this has happened. It’s very rare and I’d be keen to sort this out for you. Please email me hello@hopesquad.co.uk with your name, address, the name of the item you received and the item you actually ordered.

How does the charity donation work?

Every time you order, £1.50 is saved to be donated to my chosen charity (current charity is shown in the side bar of my blog). This is built into the cost of the item so you won’t be charged it separately at the checkout. I will donate it at the end of each year.

Bulk orders

If you’d like to make a large order, please contact me directly for details.

I can't see my query above?

Please feel free to get in touch. My little shop and your experience is very important to me. I really want you to enjoy your product and have a happy, supported experience. Email hello@hopesquad.co.uk

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