FAQs

COVID-19 UPDATE

Team IRL are currently all working from home in #LockdownLife, but you can still place orders as the fulfilment service we use remains open and they are following government guidelines including strict social distancing and extra hygiene precautions. We will let you know if anything changes. Stay safe!

Please note: Shipping costs for Australia and New Zealand have temporarily increased due to the pandemic. We hope to restore the standard shipping cost as soon as possible.

How long will it take to ship my order? 

UK "Express Delivery" orders placed before noon will be processed on the same working day and will be received next day. Orders placed after noon will be processed on the next working day and received the day after.

For standard deliveries, orders will be processed within 2-4 days. All UK orders are then shipped using the Royal Mail 48 Hour service. We therefore expect UK orders to arrive within approximately 1 week of you placing your order.

European and Worldwide shipping times vary however if you have waited more than 30 days please contact customer.services@hazelhayesshop.com

How much does shipping cost?

Shipping is based on what is in your cart and where it’s going to.

To check shipping costs for an order, simply place the items you want in your cart and head over to the checkout page.

Does my delivery have a tracking number?

If you're based in the UK, you can now select "Express Delivery". This is fully tracked service and you will receive your tracking number in your shipping confirmation email. We will be hoping to offer a fully tracked Express delivery option for European and Worldwide customers in the near future.

For Standard UK shipping and Europe / Rest of World shipping we use the lowest cost option. Unfortunately, you will not be provided with a tracking number. From listening to customers the priority is for the items to be well packaged but shipped at a low cost. This is why we don't currently use a fully tracked option for European and Rest of World orders although we're hoping to implement this as a shipping option in future.

What's the total cost in my home currency?

All prices are stated in £ Sterling. To check out the approximate price in your home currency you either click your currency in the top right corner of the site, or you can use this online currency converter.

Please note, the amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company / Paypal when your account is debited. Please note that the rate used by your bank or credit card company may not be the exact rate as stated at the time of purchase.

What credit / debit cards are accepted?

The simplest way to pay is by using your Paypal account. Visa / Mastercards are also accepted payment methods . At present, these are the only card types accepted in The Hazel Hayes Shop checkout.

It is possible to use American Express via Paypal. To do this, click the Paypal icon. Then click "Check out as a Guest". This will load the Paypal screen. From here, click "Pay with a debit or credit card" and you can select American Express.

What is your returns policy?

Full details can be found on our Returns Policy page.

Why haven’t I received my order yet?

Standard orders can take up to 4 business days to be processed. Shipping is reliant on Royal Mail and can take up to 3 weeks.

If an incorrect address was provided, your order could have had an attempted delivery and been returned to our distribution centre. If this is the case, a Hazel Hayes Shop representative will contact you as soon as it is received and processed.

Does The Hazel Hayes Shop accept international orders?

Yes we do! During the checkout process be sure to specify your address, province and country. International shipping rates and time frames differ from those of domestic orders. The Hazel Hayes Shop is not responsible for any taxes or tariffs you may incur by ordering.

If you cannot select your country from the drop down menu during the checkout process, then we are unable to ship to your country. If you cannot select your country please do not select another country. Apologies for any inconvenience this may cause.

Do I need to pay VAT on European orders?

All stated prices include VAT. All orders placed within the EU are subject to the standard VAT charge of 20%. The VAT Number for the transaction is GB 597 8772 53 IRL Digital Ltd. Orders placed outside of the EU such as the USA and Australia are not subject to a 20% VAT charge.

Do I need to pay VAT on worldwide orders?

According to EU law, all stated prices include VAT. However, orders placed outside of the EU such as the USA and Australia are not subject to a 20% VAT charge. Therefore, upon checkout the 20% VAT charge on the goods will be discounted from your order.

Can I pay in $ / € ?

You can pay in any currency including US Dollars and Euros, you don't need to convert to £ prior to purchasing. The price will be displayed and charged in in £ Sterling.

The amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company / Paypal when your account is debited. Please note that the rate used by your bank or credit card company may not be the exact rate as stated at the time of purchase.

If you would like to see the approximate cost in your home currency, please use this online currency converter.

What Currency will I be charged in?

The final price is fixed and will be charged in £ Sterling.

The amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company / Paypal when your account is debited. Please note that the rate used by your bank or credit card company may not be the exact rate as stated at the time of purchase.

Do I have to pay customs and import charges?

The Hazel Hayes Shop team have been briefed to use the relevant customs paperwork that should limit any customs or import duties, if there are any at all. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately we have no control over these charges and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

Please be aware that your parcel can also be delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

What payment methods are accepted in The Hazel Hayes Shop?

The Hazel Hayes Shop currently uses PayPal to accept payments both via the normal Paypal page and with their credit card checkout system. PayPal is one of the safest and most recognised payment processors in the world and accepts most major credit and debit cards. You do not need to have an account to make purchases, but you will be redirected to PayPal's own secure payment pages at the checkout, so we never store or have access to your payment details. You can learn more about PayPal's security on their Secure Payment Services page.

Is The Hazel Hayes Shop a "safe" online store?

You're totally safe to shop here - all your details and payment information are protected to the highest industry standards.

This website is handled by Shopify - they are PCI compliant - which means they are 100% safe.

PayPal handle the payment and transaction process - all of your payment details are encrypted; they are one of the most secure payment platforms in the world.

Why am I taken to a different website to checkout?

When you click on the 'Checkout' button you go through to the PayPal payment page for this shop. PayPal handle all the payments and transactions. The payment will be made to IRL Digital Ltd.

Once you’ve entered all your details on the PayPal pages you’ll be returned straight back to this store.

Who is IRL Digital Ltd?

When you make a payment via Paypal, the payment screen will state IRL Digital Ltd. IRL Digital Ltd is the company managed by Amazing Phil's brother Martyn Lester. This is the officially approved VAT registered company handling the merchandise for The Hazel Hayes Shop.

How will my package be shipped to me?

All UK orders are shipped using the Royal Mail 48 Hour service unless you select UK Express delivery which aims to deliver on a working day within 24 hours in the UK.

For International orders a range of carriers are used in order to keep the shipping prices low. EU deliveries may take 4-5 days or longer depending on local Customs.

I did not receive my order confirmation email, what should I do?

Please check your Spam or Junk mail filters and make sure you add noreply@hazelhayesshop.com and customer.services@hazelhayesshop.com to your approved address book. These are the two email accounts we will be contacting you from. If you still do not have an email, please submit an email to customer.services@hazelhayesshop.com.

I’ve tried everything but for some reason my order won’t go through?

Make sure you have filled out all of the fields, including the country to which your order is shipping. If you still have problems, email customer.services@hazelhayesshop.com with a description of your problem and we’ll try to look into it for you as soon as possible.

What if I entered the wrong address, or my package is undeliverable?

If you give us the wrong address and/or your package is deemed undeliverable by the postal service it will be returned to our warehouse.

When it arrives here you’ll be contacted by a Customer Service Agent and asked to give us a new address. We will not try to ship it to the same address, and you’ll need to pay for shipping again.

If you would rather not pay shipping again we will happily refund the purchase price, minus the original shipping.