Delivery & Returns

Delivery

Delivery cost is calculated online during the checkout process, according to the size and weight of your order and the location it is to be sent to.

Your item(s) will be delivered to you at the shipping address you provided during the order process.

We use professional, reliable couriers. Nevertheless, we shall not be liable for any delay in delivering your order nor any damage to the item(s) in transit, however caused.

With thousands of items in stock, we endeavour to get your order out as soon as possible. If there are any problems with your order, our team will let you know.

Due to popular demand, there may be a delay in despatch times during sale or peak trading periods.

Country Despatch Time Order Value Cost
Mainland UK Within 1-3 working days

Delivery within 1-5 working days

£0 – £19.99

Over £20

Calculated at checkout

FREE

Rest of the World Within 1-3 working days

Delivery within 14 working days

All orders Calculated at checkout

Delivery dates and times quoted are only approximate and dependant on the courier option chosen

UK Delivery Options:

First Class orders typically arrive within 1-3 working days from day of despatch, Second Class orders typically arrive within 3-5 working days from day of despatch, although these delivery times are not guaranteed.

Europe and Worldwide Delivery Options:

We do not despatch to PO boxes and mail forwarding companies. Customers from overseas are responsible for any customs charges and taxes incurred at your destination country.

Europe – Orders typically arrive within 5-7 working days from day of despatch, although this is not guaranteed.

Worldwide – Orders typically arrive within 10-14 working days from day of despatch, although this is not guaranteed.

Returns

Changed your mind? Not a problem!

You may cancel your order at any time prior to receiving a confirmation email from us so long as you contact us in writing. You can send us a cancellation notice by sending an email to returns@hiyahiya-direct.com. Your cancellation notice must quote your name, your order reference number and a description of the products(s) you’d like to return.

If you have already received all your products, you may cancel your order so long as you provide us with written notice at any time within 14 working days starting from the day after you received the Goods. You can send your cancellation notice by email to returns@hiyahiya-direct.com. Your cancellation notice must quote your name, your order reference number and a description of the item(s) you’d like to return.

The product(s) must be returned to us in the same condition in which you received them:  unused, in its original packaging and with the original invoice enclosed.

Once you have notified us that you wish to cancel the contract, any sum debited to us will be refunded to you as soon as possible and in any event within 30 days of your cancellation.

It is your responsibility to ensure you pack the item(s) securely and choose the safest and most secure delivery method (for example, utilising a tracked and/or signed for service) to get items back to us. We will not accept any responsibility for any missing parcel(s) that has not reached us. Proof of postage is not proof of receipt and we cannot be held responsible for items which go missing.

For our returns address and full info on returns, please refer to Clause 8 of our Ts&Cs.

Received damaged, faulty or wrongly delivered goods?

We will not replace products that have been damaged due to accident, misuse, abuse or negligence. We will only offer you a refund of the full purchase price, including the cost of delivery for sending the goods to you, and the cost incurred by you in returning the item(s) to us (where applicable), if it:
i. has been damaged on delivery;
ii. is in a faulty condition;
iii. develops a fault within 14 days of delivery; or
iv. has been delivered to you in error.

In order to claim a refund or replacement item please send us a cancellation notice as soon as you become aware of a problem and no later than 14 working days after receipt or the fault developing by email to returns@hiyahiya-direct.com, quoting your name, address, the name or a description of the faulty/damaged item(s), a brief description of the problem, fault or damage and your order reference number along with supporting documentation(s) highlighting the fault/damage. If requested, you must complete our Product Replacement Request Form.

It is your responsibility to ensure you pack the item(s) securely and choose the safest and most secure delivery method (for example, utilising a tracked and/or signed for service) to get items back to us. We will not accept any responsibility for any missing parcel(s) that has not reached us. Proof of postage is not proof of receipt and we cannot be held responsible for items which go missing.

For our returns address and full info on returns, please refer to Clause 9 of our Ts&Cs.