SHIPPING & RETURNS
Coffee Shipping policy
The following policy may be subject to change.
We deliver to all Mainland UK. For non-Mainland UK eg the Scottish Highlands, Ireland and the Channel Isles and Worldwide deliveries please contact us for a quotation.
We will deliver the Goods to the address you specify for delivery at the time of placing your order. It is important that this address is accurate. It is a condition that all orders despatched will require a signature on delivery. We will never leave items unless they have been signed for. We cannot accept any liability for any loss or damage to the Goods once they have been delivered and signed for. We will aim to deliver the Goods ordered by 13:00 on a Next Day courier service, Monday to Friday, but delivery times are not guaranteed especially during busy periods. This service is offered by our couriers, and we cannot be liable should they not deliver next day and we have despatched on time as required. Should we knowingly be unable to deliver next day we will inform you. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period, and we will contact you to arrange an alternative time. Saturday deliveries can be arranged at an extra charge, if required please contact us to arrange this.
All goods must be checked on collection or delivery and not signed for until you are satisfied and fully accept delivery. If there is any sign of damage, please sign as "damaged" and report to us within 48 hours - claims for damaged items will not be otherwise accepted. Terms such as Unchecked or Not Checked are taken as clear acceptance of goods.
You must inform us of any discrepancies whatsoever within 48 hours of collection / delivery. Reasonable assistance must be provided to the delivery driver to help unload, missed deliveries will incur re-delivery costs.
All liability of goods lies with the buyer once the item has been delivered. We do not cover for consequential loss, labour or courier / transportation costs.
Coffee Returns
As coffee is a perishable item we do not accept returns unless the product is damaged, faulty or incorrect.
Damaged, Faulty or Incorrect Items
If the goods you receive are damaged, faulty or not what you originally ordered we will be happy to exchange the items or offer you a refund. We do not offer refunds on products that are not satisfactory due to personal taste or flavour preferences.
Please contact Customer Services at info@heelhookcoffee.co.uk with your order number and our team will explain to you how to proceed.
To assure prompt resolution, please provide your order number and keep the box, packing materials and the damaged items for inspection.
This policy is only applicable to purchases made online through our website.
Merchandise Shipping and Returns (Fulfilled by Printful)
Delivery
When will I receive my order?
It takes 2-7 days to fulfill an order, after which it’s shipped out.
The shipping time depends on your location, but typical shipping times are:
UK: 4-22 business days
USA: 3-4 business days
International: 5-15 business days
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
What do I need to know about ordering internationally?
Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. End recipient is responsible for these fees.
We highly recommend including your phone number in the order when ordering internationally - this will minimize the risk of an order being lost in transit and make delivery of the order smoother.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address.
● Ask your local post office if they have your package.
● Stop by your neighbors in case the courier left the package with them.
Pro tip: Package theft is on the rise— If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [insert your support email here] with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but the new order would be at your expense.
Orders
How are your products made?
We work with a reliable, high-quality print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@heelhookcoffee.co.uk.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@heelhookcoffee.co.uk within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Product disclaimers:
Sometimes, there might be a vinegary smell on the garments you receive. Luckily, the odor you smell is just a temporary addition. Now that your product is out of the confined space of the shipping bag, the printing smell will dissipate after a few days and a wash cycle.
You may notice some discoloration or off white residue on your apparel. Do not worry! These are not stains and will wash off after the first wash cycle. Our apparel is created with the latest in garment printing technology. In addition, inks used are water-based and eco-friendly.
If you receive a product with a mark - please wash it before reporting a problem.
Returns
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at info@heelhookcoffee.co.uk!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at info@heelhookcoffee.co.uk with photos of wrong/damaged items, and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at info@heelhookcoffee.co.uk within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Any other questions?
Get in touch with us info@heelhookcoffee.co.uk