Refund policy

We always recommend that all baby & toddler items are washed before wearing.  

Online Returns & Exchange Policy 

We hope you love your Hetty's purchase if however your order is not suitable we offer a simple returns process; please ensure you return your items within 14 days from the date you receive your order, this includes full price and sale items.

Return Address :-

145 Commercial Street

Newport

NP20 1LN

All items must be returned to us without any signs of wear and the original tags must be still attached for a refund or exchange to be authorised.

We recommend that you post items with a tracking number.

We do not provide pre paid return labels, unless items are faulty where a pre paid label will be emailed.

Include your full name, address and order number inside the parcel to avoid any delays in processing your return. Please also advise of your item size/colour required if  you are requesting an exchange.

If however the item requested for the exchange is not available the return will be automatically refunded & processed as per our standard refund policy.

We aim to process refunds within 7 working days of receipt using the same payment method used to place the order.

Returns that do not meet our guidelines will not be accepted and will be shipped back to you.  

Important -  please do not request postage staff to leave any of our parcels "in a safe place" or "with a neighbour" upon delivery attempt notification.  We will not be responsible for missing or stolen parcels using either of these delivery requests.  This will be the responsibility of you as a customer and you will need to claim via the postal service provider should you authorise this at the delivery stage.  We recommend that if you are unavailable to receive the parcel from the postage staff, you arrange redelivery or collection from their nearest office.  

Faulty Returns

Should you be unsatisfied with your purchase, please contact us on 01633 263990 and also in writing:- hettysboutique@hotmail.com with details of the fault, photographs (where possible) and your order information.  The team will happily review the request and report back to you.  If the item is deemed faulty, they will arrange to send you a replacement (should you wish to have one) or a full refund.  If we require return of the faulty item, a pre paid label will be emailed to you.  

Postal service damage on arrival 

In the unlikely event that your items arrive damaged due to the postal service you will need to email hettysboutique@hotmail.com within 3 working days of receipt to advise us.  Our team will happily assist with replacements or refund of items damaged due to third party postal service couriers. 

Free gifts 

If your order exceeds £100 a complimentary gift will be sent with your order.  If however you decide to return your order the gift will also need to be returned for a full refund. If the gift Is not returned, the value of the gift will be deducted from the return value processed. 

International Returns 

If you are returning an item from overseas please follow the above return guidelines.  

Cancellation of order

Should you wish to cancel your order prior to dispatch please ensure you telephone 01633 263990 and email us hettysboutique@hotmail.com prior to a dispatch notice being issued by email. Once a dispatch notice is issued we will be unable to cancel the order, you will then be required to return your parcel as per the refund and exchange policy above.

TRACKING ORDERS 

Your tracking reference will be emailed to you on the date of dispatch (please also check junk items). Should your parcel not arrive by the 10th working day after dispatch please contact us immediately via email or phone. 

 

Exclusions

We will not accept returns on:

• Any worn clothing of footwear (this does not affect your statutory rights) 
• Tights
• Underwear
• Swimwear (with the protective hygiene strip removed)

E&OE:-

At Hetty's we reserve the right not to fulfil any order that includes errors in pricing or items no longer available.  A full refund, including postage paid will be issued.  

Please note that our returns & exchange policy may differ in store  to online, please contact or visit the store for policy information.

 

Legal:-

Our above policy does not affect your statutory rights.