Frequently Asked Questions

We hope it has been easy to find all the information you need on our website, but if you have more queries, we have gathered some FAQs to help.

Orders

What shall I do if the product I would like to purchase is out of stock? Please email us so we can let you know when the product will be back in stock.

Do you take international orders? Yes, we ship to many countries around the world. Please see our shipping information here.

My country is not listed for shipping what should I do? Please email us with your address so we can check if our courier ships to you and we will let you know the cost. 

Can I change or amend my order once it has been placed? We ship out orders as quickly as possible but you generally have 24 hours to let us know the amendments you wish to make. 

Is sales tax (GST / VAT etc) included in prices shown on your site? For customers in the UK VAT is included in the quoted prices. For all other EU and international customers NO sales tax is included or added at checkout on this site.

Payment

What type of payment do you accept? We accept Credit Card payments on our website which is Payment Card Industry (PCI) Data Security compliant. Payments are safe and secure.

Delivery

How much does shipping cost? Shipping costs on this website are based on the country's destination. To see all shipping costs by country please see here.

What couriers do you use? We use FedEx for international shipping and in the UK we use APC. Both courier companies offer efficient and reliable services that can be tracked.

Do I have to sign for my delivery? Generally, a signature on delivery is required. If you are not going to be in please contact the courier to arrange a suitable time. See our shipping terms here.

Do you deliver on weekends? We pack and ship out Monday to Friday and all deliveries are made on weekdays only. 

My order hasn’t been delivered what shall I do? Please contact us immediately if your order has not arrived by the courier’s estimated time so we can help resolve the issue.

My order is urgent what shall I do? We will try to help but please contact us before placing your order so we can confirm if we can meet your deadline. 

Returns and Refunds

What is your returns and exchange policy? If you would like to return an item you have 14 days to tell us in writing and another 14 days to return your item to us. Please see details of our returns and exchange policy here.

When will I receive my refund? Approved refunds will be paid within 14 days of the returned item(s) being received. For security reasons, refunds are given back to the same card used for the payment transaction.

Do you provide free returns? We are sorry but we are unable to offer free returns. We recommend using a trackable postage service, a signed-for service with proof of postage and delivery to avoid any dispute over items lost or damaged when being returned to us. 

Can I return a Thelermont Hupton item that was bought from a retailer? We can only refund and exchange items purchased on our website. If you purchased an item from one of our stockists please contact them directly.

Do you still have questions or would like more information? We would love to hear from you, please email us at office@thelermonthupton.com