Delivery & Returns
Delivery
It is our intention to make the delivery and returns process as simple and easy for you as possible ensuring that you receive your order safely and promptly.
Delivery to all UK Mainland orders are priced dependent on weight:
All items are sent via Royal Mail or Courier. Orders will be delivered to the address provided on the order, and a signature may be required when a parcel is delivered so that a record of all deliveries is maintained.
Please allow up to 10 working days for delivery. In busier times delivery may take longer but we will notify you every step of the way.
Furniture & Bespoke item deliveries are subject to furniture/manufacturing lead-times. Hilow Interior Ltd will confirm the lead time for your item and provisionally arrange a delivery date within 2 days of placing the order. Please note delivery charges will vary depending on weight and size of the goods, we will inform you of the quotation on placing the order within 48 hours as this will also be dependent of the number of goods ordered from us at one time.
We will email you when your goods have been dispatched.
In the event that an item is out of stock we will communicate with you and offer an alternative if one is available, or advise when that product is available once more.
We are committed to providing clear expectations of delivery times and to communicate with you as quickly as possible should we be aware of any difficulties due to unforeseen circumstances.
International Delivery
We would be delighted to deliver internationally however this may not always be possible with some goods; please contact Hilow Interior Ltd before placing an order so we can discuss the goods you would like to purchase. Please note Hilow Interior are not liable for customs charges made in the recipients countries.
Returns
We do hope that you will be pleased with your purchases from Hilow Interior Ltd. However, If you wish to return or exchange your purchase you must notify us within 48 hours of receipt of the goods via email: faye@hilowinterior.com
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Products that are Bespoke, made to order, sale or discontinued items cannot be returned, exchanged or refunded at any time.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refunds may take up 30 days to process.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at faye@hilowinterior.com.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Returning a Gift
Unfortunately we can not offer a refund on unwanted gifts as the refund has to be processed to the credit card or original method of payment.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at faye@hilowinterior.com and we will advise the returns address.
Shipping
Please contact us for the returns address and make sure to include your customer order details with the package, so we can process the returned goods as efficiently as possible.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the initial shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £10.00, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot accept responsibility for goods lost or damaged in transit.