Delivery
When finalising your order, various delivery options will be presented to you based on the delivery address for that order, along with projected delivery cost, dates and times.
We aim to deliver the products you have purchased from us as soon as they are ready to be shipped. You will receive a Dispatch Confirmation Notification indicating that the items are on their way to you.
A signature may be required, so we suggest your order is delivered to an address where someone will be available to accept it. If you are not in when your parcel arrives, our delivery partner will leave a card telling you where it is. It might be left in a safe place or there will be details showing how to pick up your order or rearrange delivery.
We will not be liable or responsible for any failure to perform, or delay in delivering a product or performing any of our obligations under these Terms and Conditions or any Contract if it is caused by events outside our reasonable control ("Force Majeure Event"). A Force Majeure Event includes any act, event, non- happening, omission, or accident beyond our reasonable control (earthquakes, floods, pandemic, war etc.).
Our performance under any Terms and Conditions or any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance during that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Terms and Conditions or any Contract may be performed despite the Force Majeure Event.
Returns and Refunds
This clause complies with the United Kingdom’s Consumer Rights Act of 2015 and the United Kingdom’s Consumer Contracts Act of 2014.
Returning an unwanted item?
We will only accept returns from countries outside of the United Kingdom if the order is above £50. You will be refunded for the price of the purchased item(s) and please contact customer service customerservice@hope5d.com so that we can give You return instructions for your country.
You may be eligible to return the item(s) pursuant to the following terms:
- Upon receiving an Order Confirmation Notification, you will be able to cancel your order at any time prior to your items being dispatched.
- You will not be able to cancel your order after you have received a Dispatch Confirmation Notification
- Once you have received your item(s), you may only return the item(s) if the condition is faulty, unsatisfactory, or unfit for purpose.
What happens next?
You must inform us of your decision to return the item(s) within 30 days of receiving it (“Notification Period”). You can do this by emailing us at customerservice@hope5d.com. Please include your proof of purchase. If your item(s) are eligible for return, we will work with you to create the easiest possible returns procedure for you.
You should return the item(s) within 10 days of us informing you of the return procedure [‘Return Period’] and we will give you a full refund by way of the original payment method. We will make every effort to issue a refund within 20 days of receiving the returned item(s).
In the UK, the item(s) must be returned to: HOPE 5D Ltd., 140 London Wall, London EC2Y 5DN
You are solely responsible for the item(s)’ return to this address. Please ensure the item(s) are packaged carefully to ensure they are not damaged in shipping. Ensure you get proof of postage in case you need to contact us about your return.
It can take up to 10 days for a return to be received and assessed. Please make sure you keep the proof of postage as we may need it.
We will not generate a return label if you have informed us of your decision to return the item(s) after the Notification Period mentioned above. You will not be able to return the item(s) after the relevant Return Period mentioned above. If you try to return the item(s) to us after this time, we may have to send it back to your delivery address and ask you to cover the cost of postage.
Your duties
All returned item(s) must be delivered back to us in the original condition as they were received.
If any item is damaged by you, washed, altered, worn-out, or in an unsaleable condition, we reserve the right not to offer a refund and may send it back to you with a request that you cover the shipping costs. It is perfectly acceptable to try on an item, but make sure there are no marks, traces of deodorant or make-up etc. on it.
We have the right to refuse a return if:
- The original tags or labels are no longer intact and/or connected to the relevant item(s); or
- If the item(s) have been damaged by you, washed, altered, worn-out, or in an unsaleable condition; or
- If the item(s) returned to us do not match what you received; or
- If you have returned the item(s) after expiry of the Return Period.
If the returned item(s) is damaged by you, washed, altered, or worn-out, or in an unsaleable condition, we will not be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.
Exchanges
If you want to exchange the item(s), you need to return the item(s) following the above guideline and place a new order.