FAQs
Support and helpful information on ordering, delivery and returns
Ordering
Can I amend my order?
If you would like to amend your order please email us as soon as possible on hello@hilltop-home.co.uk and we will assist. Please note that we will only be able to amend your order if it has not already been despatched.
Can I cancel my order?
If you would like to cancel your order please email us as soon as possible on hello@hilltop-home.co.uk and we will assist. Please note that if your order has already been despatched you will need to follow our returns procedure detailed here.
Do you offer promotional discounts?
We will occasionally offer promotional discounts. The best way to hear about these is to sign up to our mailing list.
Can I purchase a gift card?
Yes, you can! Our digital gift cards come in standard values of £10, £20, £30, £50, £75, £100 and £200, and you can purchase them here.
Delivery
What is your standard delivery time?
We use Royal Mail Tracked 24/48 hour service to ship most of our parcels, both of which give full tracking updates and a timed delivery slot. Estimated delivery times will be provided when placing the order, which is between 1-3 working days if using the Royal Mail Tracked 24 hour service, and 3-5 working days if selecting the Royal Mail tracked 48 hour service.
What are your standard delivery costs?
Our standard UK delivery cost is £4.99 for Royal Mail Tracked 48 hour service and £5.99 for Royal Mail Tracked 24 hour service.
Do you ship internationally?
Unfortunately, we do not currently offer international shipping.
I have ordered multiple items, will they arrive together?
Yes, all items from your order will usually be sent together. In rare instances when this is not the case, we will notify you by email.
My order has not been delivered.
If your order does not arrive within 1 week of dispatch, check the tracking number in the dispatch notification we emailed you. In most cases, your order will have been delivered to an access or collection point due to a failed delivery attempt.
In the rare situation that your order has been marked as delivered but hasn’t arrived or been delivered to a collection point, or there is no update to the tracking since dispatch, please email us on hello@hilltop-home.co.uk as soon as possible (no later than 14 days after dispatch) so we can open an investigation with the courier.
In the event the courier is unable to locate your order, we will offer to replace or refund your order. Please note we are not able to issue a replacement or refund until we receive an update from the courier as orders are often found and delivered after an investigation is opened.
Returns
What is your returns policy?
We hope you are very happy with your purchases from Hilltop Home. However, if for any reason you are not, we can offer a refund on any item as long as it is returned in its original packaging and in a saleable condition within 30 days of receipt.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
You can view our full Refund Policy here.
Can I exchange an item?
Unfortunately, we cannot offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Are returns free of charge?
Unless the item is damaged or faulty, you will be responsible for paying for your own shipping costs for returning your item.
If I return an order, will my delivery fee be refunded?
Unless the item is damaged or faulty, shipping costs are non-refundable. When you receive a refund, the cost of shipping on the original order will be deducted from your refund.
My order has arrived damaged.
Although we make every effort to ensure that your order is packaged carefully and securely, sometimes accidents happen. Please inspect your order upon reception and contact us as soon as you can on hello@hilltop-home.co.uk if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
General
What is your shipping policy?
You can view our Shipping Policy here.
What are your terms of service?
You can view our Terms of Service here.
What is your privacy policy?
You can view our Privacy Policy here.
Collaborations
We are always on the lookout for talented craftspeople to collaborate with, who share our ethos and values. If you are interested in being stocked by Hilltop Home, please get in touch on hello@hilltop-home.co.uk - we would love to hear from you!