We are confident that you will be super pleased with your order and can't wait to show your stuff off to your buddies. However, in the unlikely event that you are not happy with your goodies, please email us at firstname.lastname@example.org as soon as possible so we can look into this for you.
Our Made To Order Goods
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.
For Faulty/Damaged Goods
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.
Late or Missing Refunds
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.
Hmm, I still have a few questions about 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.