CUSTOMER SERVICE

Deliveries and Returns 

We offer free standard deliveries (3 -5 working days) 

Returns Policy

  • If you return your item(s) to us within 28 days of receipt, in unsoiled, undamaged and unused condition, we will happily Refund or Exchange them for you. This includes all tags still being attached and returned in the product packaging in which the items were sent out in. Please do not apply postal stickers directly on to the product packaging. In the event of these terms not being adhered to, we may be forced to deduct from your refund. 
  • Refunds within the statutory period are made in line with the Consumer Contract Regulations.
  • Please send all Returns to: Returns Dept, Honey and Archie 20 Waterlow Rd London N19 5NH. It is essential that you include a covering note with your parcel, telling us:
    • Your Original Order Number
    • Your Name and Contact Phone Number
    • Whether you would like a Refund or an Exchange (and what you might require in exchange)
  • We strongly advise customers to obtain proof of postage from the Post Office, as in the extremely unlikely event of the item(s) not reaching us, this would be required in order for you to claim compensation. Return costs will be covered by the buyer.
  • Exchanges are subject to stock availability. Please check our website for up to date stock. 
  • If you think you have received an incorrect item, faulty item or have items missing from your delivery, please contact us by email at customerservice@honeyandarchie.com within 3 days of receipt of delivery. We will then be able to advise on the best way to proceed. Usually, this will involve the item being returned to our Returns Department for Inspection and verification of the fault prior to dispatching any replacements or issuing any refund. We may be able to provide a Freepost label so that there is no cost of this return. However as this is not always the case, please contact us prior to making any Return. We regret that we are unable to issue any replacements or refunds until we have verified the fault.
  • Please do not return any incorrect/faulty items without having contacted us first on customerservice@honeyandarchie.com. We know that dealing with a faulty item can be an annoying inconvenience for you, so please be assured that our team are here to help you and always aim to resolve issues as quickly and easily as we can. Often the judgement of faulty items lies with the supplier/manufacturer, so time must be allowed for their assessment and report so we can then move forward and resolve the issue.
  • Where incorrect or faulty items are verified, Hope Valley Saddlery will usually provide a FREEPOST label via e-mail to cover the costs of the return postage (via Royal Mail). We will also cover outbound postage costs of any replacement goods required. Where the FREEPOST label is not applicable, any return postage costs will need to be agreed beforehand with our Returns Department to ensure this will be reimbursed. 
  • In order to minimize potential fraud, all refunds will be made via the original payment method. Refunds may take up to 3 working days to appear back in your account.
  • If you are returning a parcel from a non EU country please follow these instructions
    • Write on the front of the parcel – RETURNING TO SELLER and also please make a note of the item(s) included
    • This will enable to item to clear customs more efficiently
    • We also suggest the item is sent using a tracked and insured service

 

If you need help ordering a product or if you would like to ask a question / make a comment about your experience when using honeyandarchie.com please contact us through one of the methods below.

  • By email
    Customerservice@honeyandarchie.com we aim to respond to your email within 24 hours of receipt
  • By telephone
    Call our Customer Service team on (0207) 281 4543 any time between 9am and 6pm Monday-Saturday (Please refer to your service provider for call charges.)
  • By telephone from abroad
    Call +44 (0) 207 281 4543
  • By post
    Write to: Customer Services, Honey and Archie Limited, 20 Waterlow Rd, London N19 5NH

    If you need help ordering a product or if you would like to ask a question / make a comment about your experience when using honeyandarchie.com please contact us through one of the methods below.