Please follow the steps below:
You may also find the following information useful.
You will receive an email from us to confirm your item has been sent. We send each item you have ordered separately to prevent any delays with your order.
You can also check the status of your order by accessing your account. Once the status of your items changes to despatched it has left us and is on its way to you.
Please check your order details in the Order History section of My Account.
Once your order has been sent, you will receive a despatch confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we're here to help.
Please can you check the following before getting in touch?
If you still cannot locate your order we ask you to please allow the following amount of time to pass before reporting your order as missing:
UK - 5 working days
International - 10 working days
If your order has not arrived after this time, and you are certain that it isn't with a neighbour or another member of your household, please Contact Us and we will investigate further and arrange a replacement item to be sent.
It is our policy to replace items that are lost in post, this does not affect your statutory rights.
Please note that items must be reported as missing within 40 days of being despatched to you as we are unable to take any action on your behalf after this time.
You can cancel your order up to the point of the item(s) entering our warehouse process.
You can do this by:
PLEASE NOTE: if any of the items on your order are in stock and display the availability of 'In stock usually despatched within 24 hours' your cancellation request may not be successful.
Once you have completed your cancellation request you will receive an email to confirm whether the cancellation request was successful. Please allow up to one hour for your email to be received.
If you receive an email advising the request was unsuccessful, we are unable to stop the order from being sent, however you can contact us once you receive the item to arrange a return.
Once you have completed your cancellation you will receive an email to confirm the cancellation request was successful. Please allow up to one hour for us to confirm whether your item(s) has been successfully cancelled.
You can amend your order by accessing your order in 'My Account'.
Don't worry you can cancel the order up to the point of entering our warehouse process by accessing your order in your account.
If you have already received your item, please read our returns policy to find out how to return the item to us.
Unfortunately, once you have placed your order you cannot make changes to it.
You would need to cancel the order (providing the order has not entered our warehouse process) and then place a new order.
We're sorry but it is not possible to make changes to your order once you've placed it. If you'd like to add products to your order, please place a new order for these items.
In order to protect our customers from potential fraud, we are unable to amend address details once the order has been submitted.
Please ensure that the delivery address is correct before you submit your order. You have the option to change the delivery address at checkout.
Please check our 'Returns Policy' for more information.
In order to arrange a return, please contact us and inform our Customer Service Team of your order number, the item you are returning and the reason for the return.
We will then reply with a unique returns authorisation number and the address you need to send the item to.
You'll need to package the item securely and include a completed copy of the attached form:
Click here to print your returns form
If your item is faulty you will need to tell us what exactly the fault is.
When you return your item please remember to ask the Post Office for a receipt which you should keep as proof of sending until you have received your replacement or your refund.
We can only refund postage costs if we have sent you the wrong item or if there is a quality issue with your goods. We cannot be held responsible for non-delivery of returned goods.
We will replace any faulty items like-for-like, or if the item is no longer available, will refund the original payment method.
Our returns policy is valid for 14 days from receipt of goods.
It's easy to place an order with us. Once you have found the product you would like to purchase:
Please remember to check your order details before submitting your payment for processing.
We have lots of information on our help site about managing your account information and other relevant topics about the security of your information. This help site entry can be found by clicking here.
Using a discount code is easy:
Please note that you can only use one discount code per order and you are not able to use them in conjunction with any other offers.
If you are having trouble redeeming your promotional or unique discount code, please log into your account and send us an email or call us straight away as discount codes have expiry dates. We will not be able to refund you the discount amount if the code was not applied to your basket or an attempt made to contact us.
The discount code you have entered may have expired, or the start of the promotion may not have started. Please refer to the terms and condition of the offer for more details.
Unfortunately, once your order has been submitted we are unable to add discount codes or offers retrospectively.
We're sorry that your delivery has not gone smoothly. Please accept our apologies for any inconvenience this may have caused.
Please contact our Customer Service Team to arrange a replacement order.
Due to our extensive range of products your items may be packed in separate parcels and will sometimes be delivered at different times.
Please check the items listed on your despatch confirmation email. If you are missing an item that is not listed please allow longer for it to be delivered.
If you are missing an item listed on the despatch email, please contact our Customer Service Team.
We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused. Please note if your order has been received damaged we request that you report this within 5 days of your order arriving with you.
Please contact our Customer Service Team who will organise a replacement to be sent.
Click the button below to message our Customer Service Team:
Contact Customer Services
Alternatively call our Customer Service Team on
any time during the following hours:
Please note we are closed on Sundays and Bank Holidays.
If you would like to discuss working in partnership with the Hut Group or supplying your products to any of it's portfolio of websites please contact us on firstname.lastname@example.org