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Shipping & Returns

DELIVERY

Hancock offer a complimentary shipping service for all orders.

UK orders are shipped with UPS or Royal Mail Tracked. All international orders are shipped via UPS.

As soon as we have shipped your order you will receive an email stating the tracking number. You can check the status of your order one to two hours after receiving the email via the link provided.

You can only specify a different delivery address from your billing address, if it is your place of work. Just fill in your office address details at the checkout when prompted.

RETURNS

We are happy to refund any purchases** within 14 working days from receipt. All returns must be sent via registered mail in their original condition, to the address below.

UK returns are free, international returns are payable the customer.

 

RETURN TERMS AND CONDITIONS

The right to return products shall be deemed correctly exercised once the following conditions have been fully met:

> the products have not been used, worn, washed, modified or damaged;

> the identification tag is still attached to the products;

> the products are returned in their original packaging;

If you have fulfilled all requirements set forth above, we shall refund the entire price for the purchased products.

You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense to the Vendor. If you refuse the above delivery, the Vendor reserves the right to retain the products and the amount paid for your purchase of the products. 

 

HOW TO RETURN

1. Fill out the Returned Goods form that can be found along with the delivery packaging, and once completed, include it in the return packaging. For returns outside of the European Union, attach 3 completed copies of the document.

3. Attach the return label that you found in the packaging to the outside of the package.

4. Select a courier service of your preference and return the goods, ensuring the shipment is insured appropriately.

Non-EU returns

Returns from outside of the EU must be invoiced as “RETURNED GOODS OF BRITISH MERCHANDISE – OF NON COMMERCIAL VALUE” to prevent them being held at UK customs. Any custom charges incurred are payable by the customer.

Customers from outside the EU should fill in 3 copies of the Returned Goods form with item descriptions and unit values. These forms are necessary for Customs clearance and will have to be handed to the couriers. 

 

METHODS OF PAYMENT FOR REFUNDS

Refunds will be made according to the method of payment used for the purchase:

> PAYMENTS VIA CREDIT CARD: the refund will be credited to the same Credit Card that was originally used to make the purchase. The time lapse required for this credit to appear will depend on the Credit Institute.

> PAYMENTS VIA PAYPAL: the refund will be visible in your Paypal account within 48 hours after receipt of the e-mail confirming the reimbursement

We will reimburse you within 7 working days after the date when the returned order arrived at our warehouse, and we will notify you via e-mail. For orders that have been cancelled prior to shipping, the reimbursement will be made no later than 3 working days after the cancellation request has been processed.

 

PLEASE NOTE THAT:

if your order has been sent to a country outside of the European Union, CUSTOMS DUTIES, SALES TAX ON IMPORTS, AS WELL AS HANDLING COSTS THAT WERE CHARGED TO THE RECIPIENT BY THE COURIER, BY ORDER OF THE CUSTOMS OFFICE, CANNOT BE REFUNDED EVEN IN THE CASE THAT THE ARTICLES SHOULD BE RETURNED.

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