Returns, Exchanges & Refunds

Our returns process is simple, we are happy to give a full refund or exchange if the item is returned to us within 14 of receipt, as long as items are in the original packaging, unused and in perfect condition. Please follow the simple instructions below:

Returns of goods bought online

  • Please email with the details of the item or items you wish to return through this link - CONTACT US. Please note that we refund the full value of the item purchased minus any delivery and collection charges. When returning a Mirror & Furniture, the collection charge is £29.95.
  • For smaller non-furniture or non-mirror items, clearly mark the package with our returns address and arrange to courier or post the item back. Returns address: 114 Islington High Street, London, N1 8EG, UK
  • Please ensure to retain a proof of postage receipt as you are responsible for your parcel until it has been received at our warehouse. Goods that are not received (i.e. lost in the post) shall be treated as unreturned and therefore cannot be processed.
  • We will email you to let you know that the item has been received and your refund has been processed as soon as the item has been checked in.
  • We will refund you using your original method of payment but please note that unless an item is faulty, arrived damaged or an incorrect item was sent to you by mistake, returning/exchanging items by post or courier is at your own cost and the original delivery costs will be deducted from the refunded amount.
  • Return it to our store: If you live near our London store and would like to return the item there, we can send it back to the warehouse for you. Once the item is checked at the warehouse we will notify you and arrange the refund.
  • Exchange of items bought online: If you would like to exchange the item for another item of the same value/price or if the item is a large/heavy or furniture piece, then please call us and we can arrange 0207 266 9528. If you would like to exchange for a completely different item of a different price then you will need to follow the refund instructions above and the purchase the new item online as normal.
  • Please note that we cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card
  • Please take care to fully inspect your items to ensure you are happy with them before disposing of packaging as failure to do so may result in us being unable to refund you.

 

Return of goods bought in store:

  • Goods bought in our store need to be returned to the store within 14 days of purchase. If the item is unused, in perfect condition and in the original packaging, bring them to our store with the receipt and we can process a refund or exchange for you. Please not that for gift receipts we can only offer an exchange.
  • Exchange: The same rules above apply for exchanging items bought in store. If we do not have the item you want in the store then we will do our best to order it in for you.
  • Please note: unless an item is faulty, arrived damaged or an incorrect item was sent to you by mistake, returning/exchanging items by post is at your cost. No postage fees will be re-reimbursed for returns or exchanges where the item is not faulty, damaged or incorrectly sent to you by mistake.
  • Please note that we cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card
  • Please take care to fully inspect your items to ensure you are happy with them before disposing of packaging as failure to do so may result in us being unable to refund you.

 

Damaged, Faulty or Incorrect Items:

  • Damaged in transit: Contact us immediately on 0207 226 9528 or email customercare@haygenshop.com. If the item looks like it has been damaged on route to you, please let us know immediately so that we can contact the couriers. Where possible do not sign for the item if it is clearly visible the item is broken or damaged. If you have already signed, please take a picture of the item, its damage and the associated packaging and labels. We can use this to get a reimbursement and arrange for a new item to be redelivered to you as soon as possible, at no extra cost.
  • Damaged/ Faulty: We apologise that you have received a damaged or faulty good from us. We do our best to only use reputable and quality suppliers and in the rare event of an item being faulty we are happy to replace it for you as soon as possible at no extra cost to you. Please contact us on 0207 226 9528 or email customercare@haygenshop.com
  • Incorrect Item: We apologise that you have received an incorrect item from us, please contact us on 0207 226 9528 or email customercare@haygenshop.com. We hope that this never happens to you, if it does we will do our best to put things right and will arrange to have the item collected and you right item sent out as soon as possible.