Customer Care & Returns Policy
Customer care is our number one priority, we strive to maintain our exceptional standards to ensure you are happy throughout your time with us. If you have any questions, enquiries or concerns please do not hesitate to contact us - we would love to hear from you, no matter the reason. Our contact details can be found in the Contact Tab on the Main Menu. We aim to respond to messages within 24 hours, however this is usually a lot quicker.
Returns Policy - if you are not satisfied with your purchase, please contact us within 7 days of receipt to request a return. Unfortunately we do not cover the return cost of postage for 'unwanted' items, the purchased products remain the customers' responsibility during transit, so please ensure these are traceable and the value covered on return and in the original packaging - only once we have accepted returns and have checked the products' condition will we refund payment to you. Items must be in original condition, tags attached and unused. We reserve the right to refuse refunds if any of our above conditions are not met.
Should an item arrive with you damaged, take photos of the package contents as well as the packaging that you received your item in and contact us immediately. If you select a work or company address for delivery please note that unfortunately we do not cover for loss should the item not reach you, please only use these addresses if you are able to sign for the parcel yourself, or trust the parcel will reach you once delivered by the courier. Strictly no refunds offered if you request your parcel to be 'left in a safe place/secure location'.
Privacy & Safety
At The Little Hygge Company, we value your privacy and data; so have taken great care to ensure the security of your transactions with us. Your credit card information and other personal data will be treated with the highest confidentiality.
When you place your order you will provide your personal details to The Little Hygge Company; by doing so you consent to The Little Hygge Company recording and holding this data and using the information you provide. The details we request are only used to process orders which include: your name, postal/billing address, contact number and email address. We do not store credit or debit card details on or off our website. If a third party courier is used (UPS) we will at time of booking your parcel provide them with your email address and/or phone number in order for them to send you details on your parcel delivery timeframe. Any emails we send to keep you up to date with company news can be unsubscribed from at any time, and we only send emails to you if you have subscribed/opted in to receive these. All data is collected lawfully and maintained in accordance with the Data Protection Act 1998.
We offer a flat rate postage and packaging charge of £4.95 for all parcels. Parcels weighing up to 2kg will usually be sent via Royal Mail posting and will require a signature on delivery.
Parcels weighing over 2kg will be charged a flat rate postage and packaging at £4.95 and will be sent via UPS courier service and will require a signature on delivery.
Please note for some larger items such as furniture there may be a charge for part of the delivery cost, we are a small business and try to be as flexible as possible, but larger items can be quite expensive to ship. You can see the cost associated for part delivery charges upon checkout of larger items, this is automatically applied.
All orders (not including large furniture) over £80 (regardless of total weight) will be posted at no cost to the customer. This is for UK orders only.
We do charge a small fee for P&P costs on Gift Vouchers and/or for example Christmas Card purchases, at £1.80. These will be sent through Royal Mail 2nd Class Signed For. If you require a next day delivery option please email us to arrange this, this may be an additional cost.
Delivery Time frame may vary dependant on stock availability, time of order placed, Weekends, Public and Bank Holidays. We aim to dispatch items within 2 -5 days, however this is typically sooner. Please note: due to the current Coronavirus Pandemic, your deliveries may take longer than usual. We will of course do our utmost to inform you of any known delays to our knowledge at time of placing your order with us, or at confirmation of order stage.
The Little Hygge Company is fully committed to ensuring that we do everything possible to play our part towards saving our planet, as the saying goes, there is no Planet B! We only purchase packaging materials which are eco-friendly. Our boxes are made from 100% recycled cardboard, we use paper tape which is fully recyclable and fill void space in parcels with recycled paper or packaging peanuts which are biodegradable (you can compost these or simply run the peanuts under water and they will fully dissolve as they are made from corn starch).
There may be times that we use packaging such as bubble wrap or your parcel may arrive in a previously used box with packaging materials - which will be suitable and clean. However, we do not purchase these items ourselves, we simply reuse these from our stock deliveries to avoid waste.
We have recently changed our policy at checkout - previously you had to state YES or NO to the possibility of receiving your items in recycled packaging. From 18/12/2020 this will change as follows: We will as standard (where possible) send items in boxes which may come from supplier or personal deliveries. Majority of our customers (nearly 99%) have chosen this option previously, so where suitable we will do this as standard.
Again, no judgement will be made either way - you can choose at checkout to state you would prefer new packaging, however as a business we want our default packaging to be the best option to support the health of our planet and ensure we are doing our bit.
Please note: sometimes it is not possible to use brand new packaging for larger items, however we will try our best to accommodate your wishes if we are able to do so.
Our payment methods are safe and secure and can be made via PayPal, Debit or Credit Cards only. Refunds will be processed back to the original payment method only.