FAQ
ORDERS
Q. Why haven’t I received an email confirmation?
A. An automated email confirmation is sent to your email address once your order has been placed. You should receive it within 30 minutes of placing your order.
Please email
customerservices@halcyondays.co.uk if you experience any problems.
Q. How do I change the address for an order?
A. You can change your delivery address up until the order has been processed via telephone or email. After this, we regret that we are unable to change any details.
For further enquires please email
customerservices@halcyondays.co.uk or call 0844 880 8210
Q. How can I cancel my order?
A. All orders can be cancelled up until the point of dispatch. Please contact Customer Services for further details.
Please note that if you have opted for personalisation we are unable to cancel your order.
Q. Is VAT charged online?
A. VAT will be included in all orders shipped within the European Community (EC).
Outside the EC, the recipient is responsible for all duties sales taxes and any other local charges.
Q. What happens if my item is out of stock?
A. Our Customer Services team will be in contact to advise you on our best possible delivery date.
If you have any queries regarding your order please call 0844 880 8210 for further assistance.
Q. How can I unsubscribe from your newsletter?
A. Please click on news-letter sign up where you will be further instructed.
DELIVERY
Q. When will my order be delivered?
A. All orders within the UK where stock items are available will be dispatched within 2 working days of receipt.
Please note that for all orders you require dispatching to Multiple Delivery Addresses you will be charged delivery for each address you specify.
Q. Can my order be delivered today?
A. We can offer a same day delivery service to a central London address via our Flagship store on Brook Street provided items are in stock and via telephone only. Please call 020 7629 8811 and ask for our Premier Delivery service.
Same day delivery is guaranteed on all orders placed before midday. Orders placed after this time will be delivered at the next available date.
London Premier Zone One (as per tube zones) at £11.50 (Monday - Friday), £25.00 (Saturday)
London Premier
Zone Two (as per tube zones) at £14.50 (Monday - Friday), £25.00 (Saturday)
Q. How will you ship my order?
A. All orders in the UK are dispatched via 1st class post. During periods of high demand we use Royal Mail Special Delivery, which requires a signature on delivery.
Q. Can I specify a delivery date?
A. Unfortunately we are unable to deliver on a certain day unless you opt for our Premium delivery service.
Q. Will I have to pay import duty if I am an overseas customer?
A. Customs or handling charges that may be levied by authorities in the destination country are beyond our control and we regret we are unable to accept any responsibility for these.
RETURNS & EXCHANGE POLICY
Q. Can I return my item if it has been personalised?
A. There is strictly no refund policy on personalised items.
We regret that we are unable to refund shipping costs.
Q. How can I return my product?
A. Goods must be returned to us in their original condition within 14 days of receipt of delivery. Please ensure that the returned parcel is properly sealed and send to:
Returns
Halcyon Days
Unit 9
Brymill Industrial Estate
Brown Lion Street
Tipton
West Midlands
DY4 9EG
United Kingdom
Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
If you are returning an item from overseas then please call our Customer Services team for further advice on +44 (0)121 522 0820
Q. What happens if my item is faulty?
A. If the item is faulty in any way, please return it to us within 14 days on receipt of purchase date and we will offer a full refund against the original method of payment.
Q. Can I exchange my item?
A. We will exchange items if they are returned within 14 days on receipt of purchase date, providing they are in the original packaging and in a fully saleable condition.
Please note that if no suitable exchange item is immediately available, we will offer a credit against your account or gift vouchers only.
CUSTOMER SERVICES
Q. How do I contact Customer Services?
A. Please click
here for full details of how to contact us.
Q. Store opening hours
A. Please click
here for full details of our store opening hours.
GUARANTEE & REPAIRS
Q. Do I get a warranty with my purchase?
A. All Halcyon Days products are guaranteed against defects in workmanship for one year from the date of purchase (this in no way affects your statutory rights). However, in the unlikely event that your Halcyon Days product does not match up to our high standards, we will try our hardest to put matters right. Should any manufacturing fault appear on your Halcyon Days product within 12 months of purchase, please return it to us with proof of purchase. Where possible we will try to repair it, or if it cannot be repaired, we will replace it for you. For any damage resulting from normal “wear and tear”, an accident, or damage that has occurred outside of our guarantee period, please contact our Customer Services team (
customerservices@halcyondays.co.uk) who will be pleased to provide you with a quote for repair where possible.
Please be aware that repairs may take up to 12 weeks.
Clocks and musical boxes are sold with a 12 month guarantee and any faults within this period will be repaired or exchanged free of charge.
For clocks and musical boxes over 12 months old, we can offer a repair service provided the movements are still available. A charge will apply.
For enamel boxes we offer a repair service to replace damaged mounts and enamel parts provided the shape and design are still available. A charge will apply.
SECURE SHOPPING
Q. Is my information held securely by Halcyon Days?
A. Your privacy and security is very important to us. We aim to ensure that any personal details we obtain from you via this site will always be held and used in compliance with UK data protection rules.
Please read our Privacy Policy for further details.
Q. Is it safe to use my credit card on www.halcyondays.co.uk?
A. Yes. Our secure-server software encrypts your credit card information so that no one else can read it, even in the extremely unlikely event that the date is intercepted on the internet.
Q. What payment methods can I use?
A. We accept Visa, Visa Debit, Mastercard, Maestro and American Express cards.
MISCELLANEOUS
Q. Will my product be gift boxed?
A. All Halcyon Days products arrive in signature Halcyon Days’ packaging (with the exception of our bathroom collections and cashmere range). During checkout you may choose our bespoke gift-wrapping service. Charges apply.
Q. What are the Terms and Conditions for online sales?
A. Please click here for out Terms and Conditions
PRESS
Q. Who do I contact regarding PR or press enquires?
A. Please email
press@halcyondays.co.uk