Returns

RETURNS POLICY

We hope that you will be delighted with your purchases, but we understand that not all items are right. If you need to return an item please complete the returns form enclosed with your goods. You have 14 working days from the date of receiving your order to send it back to us for an exchange or refund.

If you return a product in contravention of our returns policy, we are unable to refund or exchange the goods. See below for specific requirements for returns relating to the different types of products we sell.

Refunds will be made on the original card, and we aim to send out exchanged orders as quickly as possible. You can contact us on +44 (0) 800 484 0080 if you have any queries.

Clothing, Accessories and Footwear Returns

Please do ensure that all goods are returned in their original tagged and unworn condition, returns that are damaged or heavily scented may be returned to the customer and no refund will be given. Swimwear pieces are refundable if the hygiene sticker is still attached. Shoes should be in their original box.

Please note we cannot offer a refund or exchange for earrings, underwear, shoes that have been worn outside, clothes that have been worn and are untagged or our range of bamboo cups.

Lifestyle, Bath and Beauty Returns

All goods (candles, perfume, soap, bath salts etc) must be returned in their original unopened packaging, and in a resaleable condition. No refund or exchange can be given if there is any sign of use.

LATE RETURNS

Goods returned to us outside of the returns policy time frame will not be accepted and will be returned to the customer.

HOW TO RETURN GOODS

Please fill out the returns form provided detailing reason for return, and whether you would like an exchange or a refund. The cost of returning an item is not covered by us but a returns address label will be included in your package, the returns address is:-

Hengelo
8-10 West Street
Haslemere
Surrey
GU27 2AB

Co Registration No  7695054

VAT No  117 689 188

We recommend returning by 1st class recorded delivery, please retain the proof of posting.

REFUND

Once your refund is received we will  refund/exchange within 7 days and you will receive an an email to confirm once this has been processed. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

You are also able to bring any returns to the shop where we can either offer an exchange or a refund. If you would like a refund you can drop your order off and this will be processed within three days. (please note we cannot refund your card at the boutique but your order can be dropped off there) Please make sure you have a copy of your order with you when you come to the store. You can exchange the item in-store and if there is a price difference we will issue a credit note for the value.

Please call us on: +44 (0) 0800 484 0080 or email customerservices@hengeloshop.com if you have any queries and we will deal with any questions as efficiently as possible.