To be eligible for a return , your item must be unused and in all of the original packaging. Please take reasonable care of the goods whilst in your care. It is your responsibility to ensure that the goods are appropriately packaged to make sure that they are not damaged in transit.


Please print out the receipt received with your order , and send it back to us along with the item you are returning to us, and add a brief explanation of why you are returning it.


All goods must be returned to us within 14 days of delivery, to receive an exchange or refund (less any postage and packaging).


Any item not in its original condition, damaged in any way or that has any missing parts, for reasons beyond our control, will not be eligible for a refund.


Once your returned item has been received and inspected, we will send you an email to notify you.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as quickly as possible.


If your request for a refund is rejected, we will send you an email with our reasons and agree with you what you would like done with your item.


Late or missing refunds (if applicable)

If you are expecting a refund but it is slow to reach you, first keep an eye on your bank account for about a week as this transaction can take up to 3-5 working days 


Exchanges (if applicable)


If you need to exchange it for a different size of the same item, please send us an email to
In the case of an exchange of item, include the returned item, a copy of the original receipt and a message clearly stating which item you wish to exchange it for.


Shipping Costs


To return your product, you should mail your product to:


2 Marton House
Birdingbury Rd
CV23 9RY


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Any duty is to be paid by the shipper and we are unable to accept the liability for this .


If you receive a refund, the cost of return shipping will be deducted from your refund if you are unable to make this payment when returning. Processing time for returns/refunds can take up to 10 working days.


If you are shipping an item over £50, you should always use a trackable shipping service and/or purchase shipping insurance.


 For all returns you will be required to arrange and pay for the return of the goods to us by registered post. When returning items you are strongly recommended to obtain proof of posting. Proof of posting will assist you in tracking any shipment which is reported as lost, damaged, mislaid or otherwise undelivered.

Damaged Items


We do our best to ensure that our Hettie products reach you in perfect condition. If you receive a damaged, broken, or defective product, please raise an enquiry with us immediately , and include as much information about the damage as possible. Please be aware that it is sensible for us all to require a photograph of the damage where applicable.