Customer information

Our Returns Policy

For most products, we allow 14 days to notify the vendor (the business who created your items) if you want to return or exchange the item and another 14 days to send them back. The return period will expire 28 days from the day on which you receive the goods you have ordered. This applies only to cancellable goods (see below).

  1. Contact the Vendor to let them know that you wish to cancel your order, or return / exchange a product by either:
  2. outlining this to the Vendor directly by signing in to your account, clicking the ‘my account icon’ at the top of the page, clicking ‘orders’ then within the dashboard, picking the order you want to return and then clicking on ‘the Vendor name’ the email details will be in the store header. Or,
  3. asking us to do this on your behalf – note that this may add a delay with the extra step added to the process
  4. If already received, package the item up and send it back to the Vendor within 14 days of letting us/the Vendor know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
  5. As the seller’s payment agent, we will process the refund directly to your payment card, in no more than:
  6. 14 days after the day the product is received by the Vendor; or
  7. if earlier, 14 days after the date you provide evidence that you have returned the product to the Vendor; or
  8. if there were no goods supplied, 14 days after the day on which you informed the Vendor or us (via Step 1 above) about your decision to cancel your order.

Do Not destroy or throw away any product and where relevant the external packaging, even if it’s faulty, before you’ve spoken to the Vendor and agreed that doing so won’t affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the Vendor ).

All Vendors comply with our returns policy for extra transactional security when shopping through ArtyHippo.com. If you have any further questions, please get in touch with us by Emailing or to speak to our customer service team.

Unfortunately, some items are non-cancellable and non-refundable:

  • Anything that’s made to specific requirements (ie: outside of standard customisation options offered by the Vendor to all customers), is personalised or otherwise can’t be resold due to a bespoke element
  • Perishable products i.e. food or flowers
  • Special artistic pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
  • Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is removed or damaged.

To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.

Shipping & Delivery

To enquire about an order you’ve already made, please contact the Partner – the small creative business who made your order – by following the instructions in your ‘order confirmed’ or ‘order dispatched’ emails.

 

Our Vendors have made an agreement to ArtyHippo and its customer to provide a high standard of customer service. We at ArtyHippo.com are also very happy to help, if it’s still needed after you have contacted our Vendor (the business you bought the goods from).

 

If you have an account with us, you can view the details of the Vendor b y clicking on the order in the ‘my Account’ section. Click on the ‘Orders’ tab and click the order number, you can then click on the Vendor name for contact details should you require clarity or an update about your order.

Firstly, to find out where an overdue order is, contact the Vendor (the  business who made your order with) directly. To can find this information out clicking on the order in the ‘my Account’ section. Click on the ‘Orders’ tab and click the order number, you can then click on the Vendor name for contact details should you require clarity or an update about your order

If the Vendor uses registered shipping to track orders (and you selected this option when checking out), they will provide these details once they have consigned the order.

Items that have not paid for tracked shipping and go missing in the post are at the liability of the buyer.

If you  realise that you have placed an order with incorrect delivery details, please contact the Vendor/s that you bought the goods from, you can find this information by clicking on the ‘Orders’ tab and click the order number, you can then click on the Vendor name for contact details should you require clarity or an update about your order

If your order has already been dispatched to an incorrect address and it’s lost, a new order will need to be placed at your expense.