Delivery and Returns
Compensation for late deliveries
PLEASE NOTE: Late deliveries are unfortunately beyond our control. For any questions please use the contact form or live chat. If your order is delivered late, heySHOP will refund you any shipping charges, unless your order has been delivered via the FREE Standard Delivery service. heySHOP will not offer any compensation for consequential losses e.g. time spent to collect the item. If your EU order is delivered late, we cannot offer you any late delivery compensation or any other consequential losses caused by the late delivery.
heySHOP uses Royal Mail and UPS as delivery services. There are very rare cases when a parcel gets lost completely during transit. If this occurs, we apologise for the inconvenience and we ask for your patience to resolve the issue.
In case your parcel has been lost during transit, heySHOP will refund your order amount and file a lost parcel case with the delivery company to recover the compensation.
Please note that if a parcel gets lost, heySHOP will have to open a case with the delivery company, and we cannot take any action until we receive confirmation that the parcel was lost. Once we receive confirmation from the delivery company, we will process your refund.
The confirmation can take up to:
- Royal Mail - 10 working days to confirm a lost parcel
- Royal Mail International - 21 working days to confirm a lost parcel
- myHermes - 10 working days to confirm a lost parcel
- myHermes International - 21 working days to confirm a lost parcel
- UPS - 10 working days to confirm a lost parcel