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Delivery & Returns Policy

Due to the current Government advice in regards to COVID-19, please note delivery may be slightly slower than usual. We’re despatching parcels as normal, but some parcels are taking longer than usual to be delivered.

Our standard shipping option is Royal Mail 2nd Class, delivery should be within 2-4 working days (after dispatch), including Saturdays.
You can choose to upgrade shipping to Royal Mail 1st Class, delivery should be within 1 working day (after dispatch) including Saturdays. 
If you require fast and tracked shipping, you can upgrade to Royal Mail 24hr. This gives tracking with SMS or email notifications, aiming to deliver by next working day*(after dispatch). This option also includes flexible delivery options including delivery to a safe place or a neighbour.
*Please note for next day delivery the order needs to be placed by 1pm.

DELIVERY COSTS

Standard Delivery :
Free standard delivery is available on orders over £30 to England, Wales, Scottish Lowlands, Scottish Highlands, Scilly Isles and Isle of Man.

Standard delivery
: Royal Mail 2nd Class - £3.00 - Order Monday to Friday for delivery in 2-4 working days (including Northern Ireland, Highlands and Channel Islands).
Faster delivery: Royal Mail 1st Class - £5.00 - Order Monday to Friday for delivery in 1-3 working days (including Northern Ireland, Highlands and Channel Islands).


Acceptance of Parcels All items will be delivered to the address that you have provided, and not necessarily you in person. If someone else signs for or otherwise accepts your parcel, the parcel will be deemed to have been delivered and no claim for none delivery will be accepted.
If your parcel is delivered to BFPO, a block of flats, a university halls of residence, a house of multiple occupancy or a place of work it will be up to you to recover the parcel from whoever accepted it.
All deliveries must be accepted upon presentation by our delivery agents, even if you no longer want the products. Refusal to accept delivery of a parcel will render you liable for return delivery charges which can be substantial. If there is a problem with the parcel you are receiving, please still accept the delivery, ask the courier to record the nature of the problem and then contact us so we can attempt to resolve the issue for you.
Re-delivery or redirection may be possible at additional cost. Damage caused in transit can only be claimed if the damage is reported to the carrier upon signing for the goods. If you suspect a lost delivery, please contact us straight away providing your name, address and order number. We’ll look into it straight away.

RETURNS
We hope you’re happy with your Hilda purchase. If you decide it’s not quite right for you, you can return your items, our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please return your item in the original packaging where possible. Please note, all items for refund or exchange should be in a re-sellable condition.
Please email me at rosanna@hilda.co to arrange a return, exchange or refund within 30 days of purchase. If your item has arrived damaged or broken, we request that you email us as soon as possible after receiving your purchase and within one week. Please include images of the damaged product. This does not affect your statutory rights.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We reserve the right to refuse a return on items deemed not to be resalable. Please do not send your purchase back to the manufacturer.
We reserve the right to refuse to exchange or refund items that are not damaged or broken beyond their description, or the issue is not highlighted within 30 days of purchase.
Any refunds will be made using the original payment method and only once your item has been returned by post. Depending on method of return, it can take up to 10 days for your returned parcel to reach us. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
There are certain situations where only partial refunds are granted: (if applicable)Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after purchase.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact me at rosanna@hilda.co.

Address to return product
To return your items, please mail to: Orchard Close, Lazonby, Penrith, Cumbria, CA10 1AJ. You will be responsible for paying for your own shipping costs for returning your item. If items are returned to us without postage having been paid we will deduct the cost from any refund due. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


To view our Terms & Conditions please head here