Hello, hello, you have found our frequently asked questions page...we hope that we have your question answered quickly, but if you'd like to ask us about a topic that has not been covered or have further questions for us, drop us an email at email@example.com and we will do our best to assist you :)
What can I use to personalise my design?
Mr Hippo has a sensitive vulgarity sensor, so please do not ask us to produce personalisations of an extreme profanity nature. If you have any concerns regarding this, please drop us an email and we will see what we can do.
Please also get into contact with us if your personalisation requires any special characters so we can check that we will be able to accommodate your requirements.
Will you proof read or correct my personalisation?
Unfortunately we are unable to proof read your personalisation and will print exactly to your specification, so please please triple check and proof read to avoid any disappointment!
What is the proofing service?
If you opt for our proofing service, we will send a watermarked copy of your print via email so you can check it over to make sure you are happy with your personalisation/colour choice (we can then amend the design if you'd like to change it). We will await your thumbs up before printing your goodies.
Is the proofing service worth it?
This really is up to you - we offer the proofing service to give customers the opportunity for peace of mind when ordering their print. We offer the proofing service for a small fee of £2 and this is available from basic personalisation prints to our most complex designs. The more complex your personalisation, the more likely we are to recommend that you opt for the proofing service but this is your choice :)
I have opted for the proofing service but have not received my proof, what shall I do?
Look out for an email from firstname.lastname@example.org, check your junk folder and please wait 3 working days from the day you placed our order. If you still have not received your proof, please drop us an email and Detective Hippo will be straight onto the case.
I've received my proof but i'd like to change something, is this ok?
Absolutely! This is the best time to let us know any changes you'd like made to your design. Once printed, we cannot change your order so please get in touch as soon as possible.
I've received my proof but i've changed my mind about my order. Can I cancel?
This will make Mr Hippo very sad but you can cancel your order at any point before the printing stage if you really must. However, if we have already created and/or emailed you your design proof, we reserve the right to charge a fee of 30% to cover our design time costs.
How can I pay for my order?
You can pay via the following methods:
Visa Debit and Credit CardMastercard
We also accept Apple Pay and PayPal, which allow you to pay via registered bank accounts, as well as via Maestro (Paypal Only), Visa, Mastercard and American Express.
More information regarding Apple Pay can be found here: http://www.apple.com/uk/apple-pay/
Do you accept credit cards?
Yes we do! Please see the "How can I pay for my order?" section for more information.
How can I be sure your site and my payment is secure?
We use SSL encryption on all of our pages (notice the little padlock and our website starting with https:// in the address bar? The 's' stands for 'secure'). You may also notice the McAfee Security Shield Verification badge in the bottom right of our site to let you know that our site is legitimate.
In addition, with regards to payments, Shopify Payments/PayPal are PCI DSS Compliant and Apple Pay uses token-based encryption (both of which are industry standard authentication methods), so you can be sure that your transaction is secured to the highest standards. We also do not have access to any payment information, as this is dealt with directly by the payment gateway (Shopify/PayPal/Apple Pay), so you can be confident that your purchase information is secure.
I've changed my mind, can I return my order?
All of our products are made to order to your specification so unfortunately unless the item has arrived faulty/damaged then we will be unable to process a refund for you. For this reason, we urge you to triple check your personalisation for any spelling or grammatical errors as we will print exactly to your instructions and so cannot be rectified post-printing. If you would like piece of mind - for example are unsure of colour choice or how your personalisation will appear on your print, we would strongly recommend selecting the proofing add-on when placing your order. Please be aware that during busy periods, this may incur up to an extra three working days for your order to be dispatched - we will await your thumbs up before printing (so make sure you look out for an email from email@example.com).
Please note that if you change your mind about your order after the printing stage, we will be unable to process a cancellation. If you have opted for our proofing service and change your mind at this stage, we reserve the right to charge a cancellation fee of 30% to cover our design labour costs.
My order arrived damaged! Can I return it?
All of our orders undergo a strict quality control process (overseen by Mr Hippo - although he does have fat hands so we have to keep an eye on him whilst he is typing!) before being carefully packed up and dispatched from our little studio so - touch wood - they should arrive at your lovely home all safe and snug in their packaging. However, we understand that sometimes life has other plans - such as Mr Postman tripping into a puddle and your parcel arrives a wee bit soggy and smelling of rainwater. Whatever it is, drop us an email at firstname.lastname@example.org as soon as possible so we can try to fix this for you - we will offer either a replacement, refund or partial refund. We kindly ask that you notify us within 14 days of receiving your goods if they have arrived damaged or if we have made any errors. Please note that we typically would require proof of defect via a picture if possible. We would also really appreciate it (although we know it's a pain) if you could please bear in mind that any replacement we send to you will be subject to standard delivery timescales and that any refunds processed can only be made to the original payment method, and that any refunds processed may take 3-5 working days to work its way back into your bank account.
My refund isn't showing on my bank statement yet, what should I do?
If you haven’t received a refund yet, we would advise that you please first check your bank account again and contact your bank/credit card company for further assistance - it may take some time before your refund is officially posted to your account. If you’ve checked this and find that you have still not received your refund, please do not hesitate to contact us at email@example.com so that we can check things at our end.
I still have a few queries regarding Hippo & Co.'s returns policy...
If you still feel that you have a question that has not been answered after reading through this returns policy, please send us an email at firstname.lastname@example.org and we will do our best to ensure all of your queries are answered.
Where do you deliver?
You will be pleased to know that we are able to send our goods all the way to Europe so you can always get some hippo-y goodness from our store!
The only exceptions to this are PO Box and BFPO Addresses - sorry :(
Which couriers do you use?
We use two couriers, Hermes for UK (inc. Isle of Man) deliveries and Royal Mail for international deliveries (although the destination carriers will be that of your country of residence).
How much does it cost for delivery?
For all UK (inc. Isle of Man) postcodes, delivery is absolutely free!
For those who are lucky enough to live outside of the UK, we are afraid that we are unable to absorb the postage charges. However, we have four services that you can choose from to make it as cost-effective or as timely as you wish, of which you can check via the shopping bag (by entering the country of delivery and postcode) to see what the postage charges will be:
International Tracked and Signed
What are your delivery timescales?
Because of the bespoke nature of our products, they are made on an as-is basis, and so therefore will require a typical lead time of 2 working days (subject to change) plus delivery timescales of 6-8 working days for Mainland UK and 7-10 working days for UK remote locations. For Royal Mail International Standard/Signed/Track & Signed 7-10 days and for International Economy 15-20 days.
* UK Remote Locations include The Highlands, Isle of Wight, Isle of Man, Shetland Islands
* Europe covers the following destinations
|Andorra||Estonia (EU)||Latvia (EU)||San Marino|
|Austria (EU)||Finland (EU)||Lithuania (EU)||Slovakia (EU)|
|Azerbaijan||France (EU)||Luxembourg (EU)||Slovenia (EU)|
|Azores (EU)||Georgia||Macedonia||Spain (EU)|
|Balearic Islands (EU)||Germany (EU)||Madeira (EU)||Sweden (EU)|
|Belarus||Gibraltar (EU)||Malta (EU)||Switzerland|
|Belgium (EU)||Greece (EU)||Moldova||Tajikistan|
|Bosnia Herzegovina||Greenland||Monaco (EU)||Turkey|
|Bulgaria (EU)||Hungary (EU)||Montenegro||Turkmenistan|
|Canary Islands||Iceland||Netherlands (EU)||Ukraine|
|Corsica (EU)||Irish Republic (EU)||Norway||Uzbekistan|
|Croatia (EU)||Italy (EU)||Poland (EU)||Vatican City State|
|Cyprus (EU)||Kazakhstan||Portugal (EU)|
|Czech Republic (EU)||Kosovo||Romania (EU)|
For international shipments, a signature is taken on delivery for items sent using International Tracked & Signed and International Signed. However, we do not provide a copy of the signature to you as part of the service and it is not available to view online.
N.B. These timescales are subject to delay as a result of busy times of the year (i.e. Christmas) and of issues outside of our control such as acts of god / war / suspension of postal services.
Will I have to pay any additional tarrifs, taxes or excise duty?
Although we will ensure that we label all shipments accurately to ensure that any costs are at a minimum, we cannot be held liable for any additional costs that are incurred as a result of purchasing goods from us.
I have not received my delivery...
Oh noes! Mr Hippo will be very upset to hear this. Have you given a couple of days leeway incase the postman is snowed under an avalanche of exciting parcels? Drop us an email and we will look into this for you - or Mr Hippo will - he has to earn his 20p wage somehow.
How do I leave a review?
Thanks for looking into leaving us a review! Mr Hippo appreciates this x (times) a million. Please search for your product and click on the "leave a review" link underneath the product photo. Thank you - much love to you!