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Delivery and Returns

Delivery

Your order will usually be delivered using one of our selected couriers and may require a signature on delivery. We aim to dispatch your items within 1-3 days of your payments clearing on our account, but this time frame is informative and subject to our workload and materials available. The cost of delivery will be added to your order total before payment is taken. Our standard delivery charge for delivery to addresses within Europe, The UK, US or Canada will be available on the cart page as soon as you have entered the delivery address, or on our Shipping info page.

Delivery times are estimates only and dispatch may be slightly delayed so please allow up to 30 days to receive your order. If we are unable to perform the whole or part of the order due to any cause or event beyond our control we will let you know in writing so you can change or cancel your order. We may deliver your uorder separately, but you will have to cover one delivery charge.

In the unlikely event of your parcel not reaching you or it being undeliverable, it is returned to us. It may take up to 60 days for us to receive the undelivered parcel. In this case we can repost your parcel to your chosen address at your own cost. 

Cancelling your order

If You wish to cancel your order, please contact us immediately after placing it via email at studio@thehoundproject.com Then we will confirm if your cancellation has been successful within 3 working days. Due to the fact that all products are ‘made to order’, we are unable to cancel your order if you email us after 72 hours have passed since placing your order. 

Returns

We offer a 30 day satisfaction guarantee on all of our products. If, however you are unhappy with your purhcase you can get in touch with us on studio@thehoundproject.com and we’ll assist you with the next steps. Please, note that only unworn goods, sent back to us in their original packaging are eligible for a return. Shipping costs are the responsibility of the buyer and they will no be refunded. 

Exchanges

Please ensure to double check Your sizing before placing an order. You can always reach out to us for help, if you are unsure about choosing the right size.

We gladly accept exchanges for our products. If you noticed that you ordered the wrong size, let us know on studio@thehoundproject.com quoting your name, order number and email address and we'll get in touch with you about the next steps. We only accept exchanges withing 30 days of receipt of the items, and all shipping costs are the responsibility of the buyer. Please, note that some of the collections are limted stock, and if we are out of stock you might not be able to exchange your items to the same one. In this case we can offer you a full refund of the item (excluding postage fees), or store credit for the same amount.

Returned merchandise must be in the condition sold with original packaging and any tags intact. Goods must be unused, in perfect condition and remain in a re-saleable condition so we recommend a careful indoor try on if you need to try on an item. We regret that we cannot accept returns or exchanges for goods that are not in perfect condition.

Please, make sure that your return is well packed and includes your return or exchange order form (that we will email you) so that we can identify your return quickly and speed up the returns process for you. We cannot accept liability for goods lost or damaged in transit, therefore we would recommend that you send the goods by recorded delivery for your records.

Please allow 7 days for us to process your return, or arrange your store credit note. If you have not heard from us after 7 days have passed, please contact us via email at studio@thehoundproject.com. Credit Notes are valid for 12 months from the date they are issued, and can only be redeemed in a single transaction for the designated amount or greater. They are not valid to be redeemed with any other promotions, or on sales items. Delivery charges will apply.

Taxes and import duties

All prices are quoted in Euro (€) and include VAT. Any import duties or taxes and customs or clearance charges that are payable in your country are your responsibility. We will not reimburse you for them. If you refuse to pay these fees and your package is returned to us, we will only provide you with a 50% refund of the cost of the goods. Please note that customs may open and inspect packages and that the cost of the products must be specified on the documentation attached to the package, even if it is a gift.

Last updated: 11.08.2020