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    Frequently Asked Questions

    DELIVERY
    How can I track my order?
    When will I receive my order?
    What is DPD Pickup?
    Can I order for delivery to a UK Offshore address?
    Can I order for delivery to a BFPO?

    ORDERING/PAYMENTS
    Can I pay by American Express?
    Can I cancel my order?
    Can I change my order?

    RETURNS/REFUNDS
    My item arrived damaged, what should I do?
    How do I return an item if it is unwanted?
    Can I claim a VAT refund?
    How long is my product guarantee?

    OTHER QUESTIONS
    An item comes with a free gift via redemption, what does this mean?
    I've found a product cheaper elsewhere, will you price match?
    Do you have a shop?
    How can I recycle the green fill inner packaging?
    What is a Special Order Product?

    DELIVERY

    How can I track my order?
    You can view the progress of your order here. If your order has been sent via DPD courier then you can use the tracking number provided to track your parcel with DPD via this link. Unfortunately we are unable to provide tracking information for items which have been sent via Royal Mail.

    When will I receive my order?
    Orders placed before 12 noon will leave us the same working day. Delivery estimates are 1-2 working days for parcels dispatched via DPD courier and 3-7 working days for parcels dispatched via Royal Mail. For more information, please see our delivery information page.

    What is DPD Pickup?
    DPD Pickup is a service that allows you to have parcels sent to a local shop in the DPD Pickup network. This is a useful option if you know that no-one will be home when your parcel will be delivered. To use this service, simply select the ‘Collection Point Pickup’ option during the checkout process. For more information and details of delivery costs, see our delivery information page.

    Can I order for delivery to a UK Offshore address?
    We accept orders to UK Offshore addresses, which covers the following postcodes; GY, JE, IM, BT, HS, IV40-56, KA27-28, PA20, PA41-49, PA60-78, PH41-43, ZE For further information, delivery estimates and costs, please see our delivery information page.

    Can I order for delivery to a BFPO?
    Yes, we are able to accept orders for delivery to BFPO addresses.

    ORDERING/PAYMENTS

    Can I pay by American Express?
    We can accept payments via American Express, but these must be made through the PayPal option. Simply click the ‘Pay via PayPal’ option from the shopping cart or checkout page and then select the ‘Pay with Debit or Credit card’ option. Please note that if you are registered with PayPal and your device logs you in automatically then this option will not appear. We are unable to take American Express payments over the phone. For more information, see our blog post on paying by American Express.

    Can I cancel my order?
    We are able to cancel an order if we are notified before the order is processed. In the event that you wish to cancel an order then please contact us as soon as possible. Once an order has been processed it will be despatched and we are unable to cancel it. In this instance, the item can be returned to us for a refund.

    Can I change my order?
    We are only able to change an order if the items being changed are the same price. We are unable to change items on an order if this would change the value of the order. In this instance, the order would need to be cancelled and refunded, with a new order placed. We are not able to add items to an existing order. However, a new order can be placed and can be sent with the original order as long as the original order has not yet been processed. Contact usfor help with this.

    RETURNS/REFUNDS

    My item has arrived damaged, what should I do?
    In the unlikely event that an item doesn’t reach you in perfect condition then please send us an email with an image of the damaged item, including your order number and whether you require a refund or a replacement item. For more information, please see our Returns Policy.

    How do I return an item if it is unwanted?
    Unwanted items can be returned within 28 days for a refund as long as they are in the original packaging and have not been used. For full details on returning unwanted items, including any postage charges, please see our Returns Policy.

    Can I claim a VAT refund?
    We can issue a VAT refund for purchases made from some European countries. This includes; Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, Hungary, Ireland, Luxembourg, Netherlands, Portugal, Romania, Slovakia, Slovenia, Sweden. To claim a VAT refund, please email us with your VAT number and order number. We are also able to refund VAT on purchases made from the Channel Islands, in this instances, please contact us with your order number.

    How long is my product guarantee?
    Most products are covered by us for the first 28 days. Where the guarantee is for a longer period, this is generally stated on the product page of our website and longer guarantees may be held with the manufacturer. For more information, and the lengths of guarantees with us, please see our guarantees page.

    OTHER QUESTIONS

    An item comes with a free gift via redemption, what does this mean?
    This means that the item will not arrive with your order. Instead, you will need to redeem it from the supplier or manufacturer. For more information and details of our current and recent redemption offers, please see this blog post.

    I’ve found a product cheaper elsewhere, will you price match?
    Whilst we don’t guarantee to price match, if we can, we will! In order for us to price match the product must be identical, available to purchase online, and be in stock on the competitor site. Complete our price match form to find out if we are able to match a price.

    Do you have a shop?
    Our store and purpose built despatch centre are based in Sturminster Newton in Dorset, on the same site where the Harts family has been trading for over 95 years. Take a look at our about us page if you would like to find out more about our family business.

    How can I recycle the green fill inner packaging?
    The green fill inner packaging that we use is wheat based and biodegradable. It can be composted, added to your food waste bin or dissolved in water and washed away. More information can be found on our Recycle and Reusepage. We have also written a blog post that covers this in further detail.

    What is a Special Order Product?
    Special Order Products are those which have a longer than usual delivery time. This tends to be the case with products that are made to order, or which are dispatched directly from our suppliers. For more information and details of products which are classified as ‘Special Order Products’, please see the Delivery Schedule section of our delivery information page.

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