SHIPPING
How much will it cost?
The actual shipping cost will be shown during the checkout process, based on cart weight and destination country.
We can only send orders out via Tracked or Signed services for both your and our protection.
Which couriers do you use?
Our services are:
Registered Air Mail (Typically delivered through the main postal service of your country) or Premium Courier (Typically UPS Express Saver).
Postal services have a limit of 2Kg per order. Couriers can vary from the ones quoted above.
Why do you not ship to PO Boxes?
As all services require a signature, our couriers won't normally deliver to PO Boxes. If you have entered a PO Box in your delivery address,
this will cause delays to your delivery or potentially see your order returned to us.
Is Tax and Duty included?
All orders shipping to the EU contain 20% UK VAT and are not subject to any further import tax or duty. If your company is VAT registered we can
supply a VAT invoice but we cannot refund the VAT. This needs to be processed through your national tax returns.
Orders shipping outside the EU exclude tax and will need to go through normal import process. This can attract tax or duty.
The customer is entirely responsible for these costs.
Orders without certificates
Orders that only include merchandise held in stock are despatched within 2 working days.
Orders including certificates
Record Holder Certificates and Certificates of Participation are uniquely produced at an off-site printing facility.
Production happens normally on 2 weekly batches. They are then consolidated in our UK Distribution Centre.
This process usually takes 5 working days but in some cases can take up to 14 days before they arrive in our UK Distribution Centre.
You will receive an order update once your certificates have printed.
What is free certificate shipping?
Free certificate shipping is regular untracked post. Customers are only notified when goods leave our warehouse but parcels cannot be tracked through their journey.
Any delivery estimates are given by Royal Mail as a rough estimate but actual times can vary greatly depending on destination country.
It is unfortunately common for parcels to take sometimes 4 or 5 weeks to appear. If you want, you can upgrade your shipping method on checkout for tracked post or courier services.
Which countries do you ship to?
All deliveries are made from the United Kingdom and we deliver goods almost worldwide.
There is a small list of countries that we cannot accept deliveries to.
This is mostly down to international embargoes or problems getting goods through customs.
How long will it take?
Quoted times are from time of shipment. You will receive an automatic notification with your tracking number once your order ships.
The tracking number will not work until the end of the day it ships, when the parcel is scanned by the courier.
Postal service deliveries have a delivery expectation of 3-5 working days to all European countries, 7-10 working days to the rest of the world.
Premium services will normally be delivered in 2 working days for most European countries, 3 working days for main cities in US and Asia and 5 working days for the rest of the world.
Please bear in mind that your parcel may be held in customs, which would increase these times.
Make sure you check regularly the tracking information in the courier's website.
RETURNS
What is your returns policy?
You may return a product for refund or exchange
within 30 days of the order shipment date. (The order shipment date and
order notification are provided to you by email).
All returns must be accompanied with a Return Merchandise Authorisation number (order number #).
We will cover the cost of returns shipping if we sent you the wrong product or it was defective or damaged on arrival.
Otherwise you will need to ship the unwanted items at your own cost.
If we shipped you the wrong product, or it arrived defective or damaged
No problem. Just contact us within 30 days of the item's original shipping
date to arrange for the return of your purchase. We will send a replacement or
refund you for your purchase, provided the returned item(s) are received back in
their original packaging, along with all accessories, warranty cards, manuals,
software, etc., where applicable.
What are non-refundable items?
Certificates are produced on demand. We ask that you verify that the text is fully to your satisfaction before placing the order.
Certificates that are ordered by mistake or contain errors in the text will not be refundable. The same will apply to any item which is not
in a condition to be sold again.
If you ordered the wrong item, wrong size, or simply changed your mind
we will refund you for your purchase, provided the returned item(s) are
received back in their original packaging, along with all accessories, warranty cards, manuals,
software, etc., where applicable, provided your purchase is in "as-new" condition, and the purchased
product was not noted as a clearance, close-out or non-returnable item. When your return is received,
you will be issued a refund to your credit card/PayPal account for the merchandise only).
Ship your package back to us at the following address:
HH Associates Ltd Returns T/O InnerWorkings
Order number: [include your order number here]
FAO HH Associates Ltd
Grove House
Guildford Road
Leatherhead
Surrey
KT22 9DF
United Kingdom
Can I just exchange my items for new ones?
At this time, we do not process even exchanges. If you need a different size or colour of an item you ordered,
when your return is received, you will be refunded for the amount of the item. You can place a separate order for the new item.
