Refunds and Exchanges
Full Terms & Conditions
|Delivery to:||Standard Shipping Less than £100||Standard Shipping Orders Over £100||Express Shipping Any order value|
|Rest of World||£20||FREE||£30|
UK customers never pay for standard shipping, whatever you buy.
Huez* ships parcels to customers all over the world every day and, if you choose our 'Standard' service and spend £100 or more, there are no shipping charges.
If you want to get your parcel especially quickly, you can choose 'Express' at the Checkout and the charges in the table above will apply.
You can see estimated delivery times for each service here.
If your item is in stock (the Add to Basket Icon will appear) and we receive your order before midday, Monday to Friday, we will despatch it within 2 workig days.
If we receive your order on a Friday, in which case we'll send it latest by Tuesday. Generally, we will always try to send your order as soon as possible.. Nobody likes waiting! We offer two delivery options: Standard and Express. Both are registered services which require a signature, so please consider using a different delivery address (for instance, your work address) if you’re out. Approximate delivery times, in working days, are:
|UK||2-4 days||1-2 (see time cut off)|
|EU||3-5 days||2-4 days|
|ROW||5-7 days||2-4 days|
|South Korea & Japan||5-7 days||n/a|
We want you to be happy with the products you receive from Huez* and our contract with you therefore entitles you to return goods on the conditions set out below. Nothing in those conditions affects or detracts from your statutory rights, in particular your right to receive goods which are of satisfactory quality, fit for purpose and which conform to the description given of them on our website.
If you wish to return a product:
we must receive it back within 30 days of the date on which you received it. (if it has been bought in advance as a Christmas present for someone, then the 30-day rule runs from Christmas Day!)
It must be sent to the following address by a registered and trackable service.Huez* Returns dept.
Old Paradise Yard,
20 Carlisle Lane,
The returned product must be accompanied by our Returns Form (supplied to you in the original package but also available on request by emailing email@example.com) and you must state on the returns form the items you are returning, the reasons you are returning them and the remedy you would prefer (refund or replacement) in each case.
If the reason for the return is that the product does not fit you, or you don't like it, it must arrive back with us unused, unwashed and in the same condition as it was in when you received it.
If the reason for the return is that the product is faulty, you must state the nature of the fault on the Returns Form. The fault must not be the result of using the product for purposes for which it was not intended.
When you request a refund for returned products, we will also refund any delivery charges which you paid for the order, unless under exceptional circumstances.
When you request a replacement for returned products, we will always pay the shipping costs of sending the replacement if the first product was faulty or incorrectly sent by us. If the reason for the return was that you did not like the first product or it did not fit, we reserve the right to ask you to pay the shipping costs of sending the replacement and, if you decline to do so, we reserve the right to refund you for the first purchase instead of sending a replacement.
We aim to process returns within 3 working days of their arrival with us, to pay refunds within 7 days and to send out replacements within 7 days. On receipt of your return, we will email you to confirm that we have received it and to confirm what action we are taking.
If the returned products were bought by you in a sale or at a reduced price, the entitlements set out above do not apply. Section 6.3.6 of the Consumer Protection (Distance Selling) Regulations 2000 sets out your rights for these kinds of goods.
Any questions about returns should be addressed to firstname.lastname@example.org
Payment on the website is by credit or debit card. We accept Visa Credit, Visa Debit, MasterCard Credit, MasterCard Debit, Visa Electron, American Express, Maestro, JCB. We also accept Paypal payments. If you prefer to pay by cheque or bank transfer, please email us here (email@example.com) and we will make special arrangements.
We charge customers' credit/debit cards at the time the order is placed. Our website does not allow you to order products which are out of stock which means that you should only ever be paying for products which can be shipped immediately. Occasionally, however, the stock position shown on the website may be inaccurate and we might be unable to send a product shown as 'in stock' and for which you have paid. If this happens, we will contact you to ask whether you would prefer to cancel the order and receive a refund or wait until stock becomes available.
VALUE ADDED (VAT)
If you are a UK or EU (European Union) resident, we are required to charge you UK Sales Tax or ‘Value Added Tax’ (VAT). This is currently 20% on the combined goods value and shipping charge of your order.
The one exception to this is if your purchase is made in the name of an EU business and it has a valid VAT number. In that instance we can process the transaction without charging VAT, however to do so we need the VAT number at the time the order is placed. Our website is not set up to handle this special situation so if you want to take advantage of it, please email us on firstname.lastname@example.org in advance. We can then process it manually.
If you're outside the EU and the address you’ve asked us to deliver to is also outside the EU, you don’t have to pay VAT and your shopping basket will automatically remove it. Please note, though, that if you ask us to send the goods to an address inside the EU, the exemption doesn’t apply and VAT will be added on again.
|Billing Address:||Delivery Address:|
|UK||UK||Includes 20% VAT|
|UK||Non-UK||Includes 20% VAT|
|EU||EU||Includes 20% VAT|
|EU||Non EU||Includes 20% VAT|
|Rest of the World (ROW)||ROW||No VAT|
|ROW||UKor EU||Includes 20% VAT|
Our website will not, unfortunately, allow you to override these rules.
Prices displayed do not include shipping charges, if applicable. Where they apply, they are added during the ordering process after you’ve told us where you want your parcel delivered to. If you want to see what the charges are before that, see 'Shipping Charges'.
Some countries charge special taxes on imported goods. This may apply to goods which we ship to you, and if it does, you'll have to pay the charges before the courier will hand over the parcel.
If your country taxes imports, your local tax office may charge you duty. Most of our parcels fall below the threshold for customs duty but if you are in doubt, it is worth checking the position locally, as Huez* can not pay your import taxes.
I’m afraid we are unable to offer advice on your country’s import laws and rates. When we send packages outside the UK, we are obliged to state what the goods are and their sale value. We can only put the true figure on.
If you reject a parcel because you don’t want to pay the import duties, it will be returned to us. In those circumstances, we will politely ask you to meet the cost of resending.
REFUNDS AND EXCHANGES
We want you to be completely happy with your Huez* garment, so if for any reason you're not, we'll put it right.
We supply a note with each order with simple instructions on how to send back goods for a refund or exchange.
The email address for returns is email@example.com
a) Problem on Arrival
Whether the garment is faulty, the wrong size, or just not what you expected, we politely ask that you notify us within 14 days of its arrival and tell us what the problem is. If you're buying in advance for a birthday or Christmas present, we understand that you may need longer than the 14 days and we're happy to put things right for a longer period that is fair for both you and us.
Please then fill in the returns form which was inside your parcel (if you've mislaid it, email us and we'll email you another) and send the garments back to us at this address:
Huez* Returns dept.
White Studio, Old Paradise Yard, 20 Carlisle Lane, SE1 7LG.
We strongly recommend that you send your parcel by a registered service, in case it is lost in transit - for instance, Royal Mail 1st or 2nd Class Recorded.
When we receive the parcel we'll either credit you in full for the amount you originally paid, or send you a replacement at our expense, whichever you prefer. We do ask that the garment returned is new, unwashed, unworn with all swing tickets attached and in its original packaging.
b) Emerging Problem
If a garment arrives in good condition but develops a quality problem within 90 days of purchase, we will either repair and return the garment, send a replacement, or refund you, at our discretion.
Huez*is a trademark of Hulo Ltd. Registered in England & Wales, Company Number: 8478769
VAT Registration number:
This website and shop is owned and managed by Huez* ('Hulo Ltd').
Our address is:Huez*
Old Paradise Yard,
20 Carlisle Lane,
This policy (together with our Terms and Conditions) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. By visiting Huez.co.uk (“our site”) you are accepting and consenting to the practices described in this policy.
Huez* will never ever sell your data on to anyone. We'll only use it within Huez* to send you newsletters and tell you about our goings on, if you said it was OK for us to do so. You can always opt out from a link at the bottom of the emails we send, or contact us to ask us. We'll do that straight away.
The collection and storage of personal information submitted to Huez* is governed by the UK Data Protection Act (2003). This means your details will not be divulged to third parties and we will not send you promotional information, by e-mail or post, unless you agree to it. When you visit the huez.co.uk website, or when you register your details or purchase from huez.co.uk, you agree to be governed by the terms and conditions of Huez*.
Information we may collect from you
We may collect and process the following data about you:
Information you give us. You may give us information about you by filling in forms on our site or on our social media pages or profiles, or by corresponding with us by phone, e-mail or otherwise.
Information we collect about you. With regard to each of your visits to our site, we may automatically collect the following information: technical information, e.g. about your browser or the device you use to access the site etc.; information about your visit, e.g. which website you clicked through to reach ours, lengths of visits to pages etc.
We use information held about you in the following ways:
Information you give to us. We will use this information to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us; to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about; to provide you, or permit selected third parties to provide you, with information about goods or services we feel may interest you. If you are an existing customer, we will only contact you by electronic means (e-mail or SMS) with information about goods and services similar to those which were the subject of a previous sale or negotiations of a sale to you. If you do not want us to use your data in this way, please adjust your settings by following the link at the bottom of our emails.
Information we collect about you. We will use this information: to administer, operate and improve our site and ensure it is presented in the most effective manner; as part of our efforts to keep our site safe and secure; to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.
Information we receive from other sources. We may combine this information with information you give to us and information we collect about you and use it for the purposes set out above.
You have the right to ask us not to process your personal data for marketing purposes. You can also exercise the right at any time by contacting us at firstname.lastname@example.org
Our site may, from time to time, contain links to and from third party websites. If you follow a link to of these websites, please note that those websites should have their own privacy policies and we do not accept any responsibility or liability for these policies.
Access to information
The Act gives you the right to access information held about you. You may request from us a copy of personal data we hold on you subject to a fee of £10 to meet our costs.