Welcome to our Frequently Asked Questions
We are confident that when choosing to shop in our outlet you will find everything that you want, at the price you want to pay. Below are a few of our frequently asked questions which we hope will help you.
If you can’t find an answer or want to discuss a product or a problem, please contact us via the contact center, we have a dedicated team that is ready to help you.
Payment
Q: How can I pay for my order?
- PayPal is the only method of payment that we accept.
- All items must be paid for prior to dispatch.
- We are unable to take an order and hold it pending payment.
Q: When will payment be taken for my order?
- Payment will be taken when you place your order. We will then endeavor to get your item posted out to you within 48 hours.
Orders
Q: How will I know when my order has been despatched?
- You will receive an email from eBay to confirm that your item has been sent. Our aim is to have all items despatched within 48 hours.
Q: Can I change the delivery address on my order?
- For security reasons, once an order has been placed we are unable to change the delivery address.
Q: How do I make a change to my order?
- Please make sure you check your order carefully before submitting as these details cannot be changed once you have clicked 'Place Order'.
- Always double check your order confirmation to make sure all the details are correct.
- If you would like to cancel your order please contact us and we will endeavor to have the order removed from our system as a matter of urgency. Please note that this may not always be possible due to processing times and our commitment to a speedy dispatch from our warehouse.
Returns
We want to ensure you are always happy when shopping with us. To ensure this, we offer an "absolute satisfaction" guarantee where you can return any unopened item within 14 days of the date of your receipt of your order.
Q: I have received my item but it's damaged / faulty. What should I do?
- In the unlikely event of an item being received damaged or faulty you must report this to us within 5 days of receipt or an item being faulty you must report this to us within 28 days from date of despatch to you.
Q: I’ve changed my mind, what do I do?
- This must be reported to us within 14 days of receipt of the item.
- All items must be returned unused, unopened and in pristine condition. By this we mean that all packaging and all cellophone wrapping, labels and tamper resistant seals must be intact. Sometimes manufacturers will apply a security seal to the product, if this seal is broken the item cannot be re-sold and will not be accepted by our Returns Department.
Q: How do I return an item?
- We want to ensure you are totally satisfied when shopping with us so, if you change your mind for any reason, you are able to return an unopened item to us for Return within 14 days of it being received by you. This means all seals and tags must be intact and item must be in pristine condition.
- In the unlikely event of an item being received damaged you must report this to us within 5 days of receipt or an item being faulty you must report this to us within 28 days from date of despatch to you.
- To arrange a return please contact us and we will be more than happy to arrange this for you. All you need to tell us is which item you wish to return and the reason why. We will then issue you with the Returns address, specific to that item, along with your unique Returns Authorisation number.
You will need to package the item securely and include our returns form.
Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything however without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
Q: When will I receive my refund/replacement?
- We will process your refund / replacement as soon as your item is received back into our warehouse. Replacements are subject to availability and if not available a refund will be actioned.
Deliveries
Q: How will I know when my order has been sent?
- You will receive an email to confirm when your item has been sent.
- Please allow 5 - 7 working days from despatch for a UK order and 7 - 10 working days from despatch for an overseas order before notifying us of any late deliveries.
- It may be advisable to check with your neighbours to see if a parcel has been left with them, check any places you might have where it may have been left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.
Q: Once my order has been dispatched when will I receive it?
- From the time you receive your despatch confirmation email we would expect you to receive your order within 5-7 working days for deliveries within the UK, or 7-10 working days for deliveries overseas.
- Any orders placed after 12:00 on Friday will be despatched the next working day (Monday).
- Please note we have to allow 5 working days for delivery inside the UK and 10 working days for deliveries outside of the UK to have passed before we're able to investigate the item as 'Lost In Post'.
Q: Do you charge for delivery?
- Our standard delivery charge is £2.99 per order for Standard delivery (Royal Mail 2nd Class) unless otherwise stated on the website.
- Any deals featured in ‘deal of the day’ or listed as a Value Hero or weekly deal on ebay include FREE delivery.
- Delivery rates and delivery times may vary by country.
Q: What do I do if I have not received my order?
- Should your order not arrive within the estimated time (please see 'Once my order has been dispatched when will I receive it?') please contact us so that we can class the item as 'Lost In Post' and investigate with the delivery company.
- Please remember that we cannot investigate any missing orders until 5 working days have passed for UK deliveries and 10 working days for overseas deliveries.
- We ask that you ensure you report any items not received within 40 days of dispatched as after this time, we may not be able to replace or refund your item.
Q: One of the items is missing from my order. What do I do?
- All items are despatched individually, in separate packaging. Sometimes items that are ordered on the same day may arrive with you on different days.
- We will send you an email to let you know when each item is on its way.
Q: What happens if I am not at home to accept my delivery?
- In the event that you have ordered a product which will not fit through your letterbox, and you are not in to take delivery, then the postal service will follow their usual procedure. For UK orders this usually means a card is left to notify you of an attempted delivery and the item will be held at your local sorting office.
- For International orders please refer to your local postal company for their standard procedure in case this differs to the UK.
For International orders please refer to your local postal company for their standard procedure in case this differs to the UK.
Q: Which countries do you deliver to?
- We deliver within the UK and to all countries belonging to the European Union (E.U. countries).
- Delivery rates and delivery times may vary by country.
Q: Am I able to change the delivery address to something other than my registered Paypal address?
- At the moment we are unable to deliver to an alternative address.
- All items will be posted to your Paypal address.
Q: Do you deliver on Bank Holidays?
- Bank Holidays are not classed as working days so we don't include these in our estimated delivery times. In this instance you should expect delivery on the next working day.
Q: When you ship overseas do you combine postage charges /send items together?
- All items are sent individually. Postage for items shipped overseas is charged per item. This is to ensure a more efficient and faster delivery of your goods.
Q: How long will it take to arrive?
- From the time you receive your despatch confirmation email we would expect you to receive your order within 5-7 working days for deliveries within the UK, or 7-10 working days for deliveries overseas.
- Please note we have to allow 5 working days for delivery inside the UK and 10 working days for deliveries outside of the UK to have passed before we're able to investigate the item as 'Lost In Post'.
About Us
The Hut.com on eBay
The Hut.com is a leading online UK retailer in Mens & Womens fashion, health & beauty, entertainment and gifts. Our ebay outlet brings you the very latest High Street trends for less.
or Contact Us:
Tel:0844 2439084 | Email: eBayoutlet@thehutgroup.com
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