Facts And Questions

1

Can I change my order?

We can only change orders that have not been processed for shipping yet. Once your order is under the status "Preparing for shipping", "Shipping" or "Delivered", then we cannot accept any edits to your order. To make changes to these types of order, please reach out to us via the "Get In Touch" page.

2

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery. Standard shipping times apply to all products. Hillbound branded merchandise typically arrives within 3-5 days. For all other products, please allow 7-12 days.

3

What payment methods do you accept?

You can purchase on our website using a debit or credit card. We additionally offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay. You can choose these payment methods at checkout.

4

Which currency will I be charged in?

We currently only support charging our customers in GBP. If your credit or debit card uses another currency, then you will be charged in GBP. Your bank will apply the corresponding conversion rate.

5

What countries do you deliver to?

We currently ship to over 27 countries worldwide. With the UK, USA, Canada, Australia and Mainland Europe being a chunk of those 27. For shipping outside of these countries or shipping-related questions please reach out to us.

6

What are the different shipping options?

Unfortunately for the time being we offer a single shipping rate. We are actively seeking ways to increase our shipping methods and offer alternative methods of shipping.

7

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped we will send you another email to confirm with you the expected delivery date as well as the link to track your order (when the delivery method allows it). Additionally, you can track the status of your order from the "order history" section on your account page on the website along with the "Track my order" section in the footer.

8

What if I'm not home?

If you're not home, the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method. You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

9

Do you accept returns?

We do accept returns with respect to the following conditions:
- The item must have been sold on our online store.
- The item shouldn't have been used in any way.

To ask for a return, please contact us, and be sure to look at our Refund Policy

10

Can I exchange an item?

We do accept exchanges and they follow the same conditions as returns. In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support staff.

11

How long does your returns process take?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Once we receive your item in the sorting office we endeavour to process it within 3-5 days.

12

Do you offer a referral program?

Currently, we do not have such system implemented in our store.

We are working on creating a referral program to thank our customers for referring their friends and family.

13

Do you have physical stores?

Unfortunately, we currently do not have any physical stores under our brand name. However, we are working with several shops locally and nationally in the UK to get Hillbound branded products onto a shelf near you.

14

Is there a warranty?

We guarantee any of our products made by us and sold through our online store to be free of defects. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions: - The item must have been sold on our online store - The item shouldn't have been used in any way - The return or exchange request is made within 14 days of delivery If you have a return or exchange request resulting from a defective item please reach out to our support team.

15

Wait, my question isn't here?

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