Delivery & Returns Policy
When will my order be dispatched?
Orders received before midday Monday to Friday are usually dispatched the same day. Orders received after midday on Friday, Saturday and Sunday will be dispatched on the following Monday. In the case of a Bank Holiday orders will shipped on the next working day.
How will you ship my order?
UK orders will be shipped with Royal Mail either First Class Signed For or Special Delivery next day before 1pm service.
European orders will be shipped with Royal Mail Airmail priority 3-5 day service.
Orders to the rest of the world, including the USA, Japan and Australia will be shipped with Royal Mail Airmail where possible, otherwise with Royal Mail’s International Signed For service. Delivery times vary for each country and are usually between 3 and 10 days.
Please contact us if you require urgent courier based international shipping and we will be pleased to quote the cost per consignment.
Once your order has been dispatched we are unable to change the delivery address.
How can I track my parcel?
Most of our deliveries can be tracked (with the exception of a few international countries and non-signed for shipments) and we will supply a tracking number when your goods are dispatched so that the progress of your shipment can be followed on the Royal Mail web site:
Please give us a delivery address where your shipment can be signed for during normal working hours.
Will I have to pay any Import Duty if I am purchasing from abroad?
Any import customs tax and duty (if any) will be payable by you the customer on items shipped outside the EU.
How can I cancel my order?
Orders can be cancelled by emailing us. Please note that orders cannot be cancelled once goods have been dispatched, thereafter goods must be returned using our returns policy.
How long do I get to return my Item?
Your items ordered must be returned within 28 days of your order. Goods must be in an unworn and new condition together with all original packaging.
How do I return damaged or faulty goods?
All items are carefully checked before being dispatched, they are packed within a shipping box, protective cardboard sleeve and handed to our shippers in perfect condition. If you need to return damaged goods to us please email us first explaining the issue and we will give you instructions on how to return the goods.
Should your item reach you in an unsatisfactory condition please contact us immediately to arrange a replacement, any shipping costs returning your damaged items will be reimbursed by us.
Do I get a manufacturer warranty?
An English Hand offers a 1-year warranty for all purchases. Items that are unsatisfactory may be returned and a replacement or credit note will be issued.
An English Hand offers no guarantees that a replacement can be provided and in this case a credit note will be sent as an alternative. Also we can not replace items that are damaged or appear worn due to wear and tear.
How should I return a product
Should you wish to exchange or return any items purchased from our website please email firstname.lastname@example.org. We will then advise you of the address to which the return should be despatched. Please post your goods by Royal Mail or your national postal service and use a recorded delivery service to:
We are not responsible for return delivery costs unless the item is found to be faulty. We are also not responsible if items are lost in transit; please keep your receipt and send all goods by a service that requires signed for delivery.
Please state whether an exchange or refund is required. Once your returned goods are accepted you will be issued with an exchange or refund, as you require. We regret that postage and packaging cannot be refunded. We are only able to refund the card originally used for payment.
This does not affect your statutory rights.