FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express, Discover, Shop Pay, Maestro, Diners Club, Google Pay and Apple Pay.

We also accept payment by PayPal. If you decide to use Paypal, you’ll be taken to their website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within two days of receiving your returned item. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund as it may take your bank a while to credit you.

We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.hayleydl.org/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at Hayley@hayleydl.org just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via Hayley@hayleydl.org, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. You can, of course, always contact us at hayley@hayleydl.org and if we have not yet started processing we are able to modify it for you.

If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Orders that require postage within the UK will be delivered within three to five days. Shipping to countries outside of the UK may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We ship to most regions worldwide. Please bear in mind however that if you are outside of the UK there may be import taxes for which you are solely responsible. Please check this before ordering.

How much is shipping?

Shipping within the UK costs £3.99 for second class post. I am happy to upgrade this to first class for you at extra cost. If you are ordering from elsewhere in the world, shipping is £15

Returns

Can I return or exchange an item?

If you have bought from us online you can absolutely return your item to us, within 14 days of receiving it, as long as it’s undamaged and unused. Unfortunately we don't accept exchanges online. If you would like to exchange we recommend returning the unwanted item and then ordering your preferred option once the refund has been processed.

If you have bought in person, unfortunately we do not accept refunds - we are however happy to exchange any purchased item. These exchanges include gift cards.

How do I return an item?

Please contact us on hayley@hayleydl.org. Providing the return is within the 14-day cancellation period and is in its original packaging we offer a no-quibble return. However please do not return items without contacting us first.

You will need to arrange and pay for suitable packaging when returning an item or use the original packaging. You are also responsible for return postage.

Once we receive the item back we will process your refund onto your original payment method.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email us on hayley@hayleydl.org with the details. We’ll respond within 2 business days. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

Return postage is your responsibility unless the item is damaged or faulty.

How long does it take to return an item?

We usually receive the item within 2 days of you sending it back to us. Once we receive your return, we’ll notify you by email. We aim to process refunds within 2 days of receiving the item, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.