Customer Service

What you can expect in terms of:


Shipping and Delivery

Delivery Cost
Delivery costs may differ from different Sellers and for different items.

The total amount you are being charged for delivery will be shown on the checkout page. Please check this prior to completing your purchase.

If you purchase items from more than one Seller within the same transaction, you will be charged for delivery from each Seller at the rates shown.

Dispatch Times
Sellers are expected to dispatch items within 3 working days of your order. You will receive an email from the Seller to notify you when your order has been dispatched. If you have purchased a service from a Seller, you will be contacted by the Seller within 5 working days to arrange delivery of that service.

Delivery Times
In-stock items will normally be delivered within 7 working days for destinations in the UK, 7 to 15 working days in Europe, and up to 28 days in the rest of the world. If you have still not received your order after these expected delivery times, please contact the Seller with whom you have placed your order.

When you contact them, please quote your Order Number and the item(s). This will help the Seller to deal with your request as quickly as possible.

What if I haven't received everything I ordered?
If you ordered more than one item, your order may be dispatched in more than one package; therefore you may not receive your whole order on the same day. You will receive an email notification from each Seller when those items have been dispatched. If the contents of the package delivered does not match the accompanying advice note please contact the Seller with whom you have placed your order.


Cancellation, Returns and Replacements

What if I change my mind and want to cancel my order

The UK Distance Selling Regulations provide you with a statutory right to change your mind and cancel your order for a period of time after the order has been placed. This period of time is known as the cooling-off period during which you have an unconditional right to cancel. Certain items are not covered by the Regulations and full list of items that cannot be cancelled/returned can be found in the User Agreement

In the case of services, the cooling-off period normally ends seven working days after the day the order was made, or after written confirmation of your order is received. 

In the case of goods, the cooling-off period normally ends seven working days after the day the goods are received. 

If you cancel the whole of/part of your order within the cooling off period, you are entitled to a full refund, including delivery charges for any home delivery item.  

To cancel your order, you must inform the Seller in writing by letter or email, of your decision to cancel. The Sellers address and contact details are provided on the purchase confirmation email.

What if there's a problem with a delivery I've received?

If there is a problem with your delivery, please contact the Seller with whom you have placed your order, quoting your Order Number. Contact details for each Seller are available on the web site or on the purchase confirmation emails you've received from the Seller.

What if I received a damaged or faulty item?

If any of the items you ordered are damaged or faulty, please contact the Seller from whom you have made your purchase, quoting your Order Number, and they will arrange for a replacement or refund.  

What if I have been sent the wrong items

If items have been supplied in error please contact the Seller from whom you have made your purchase, quoting your Order Number, and they will arrange for return of the incorrect items and for the correct items to be sent to you. 

How to return an item

From time to time you may need to return goods. Unless goods are faulty or not as described in the product descriptions, all returns need to be made within the timeframes stated in the Sellers store page or if not stated within 7 days form the day after you receive the goods. Where possible, all items need to be returned in the original packaging.

You will need to return the goods directly to the Seller, as you are transaction directly with them.  More details of where to return the goods can be found on the returns form that will be included with your order.  

We recommend that you return goods using a trackable service such as Royal Mail Recorded Delivery as the Seller(s) cannot accept any responsibility for items lost on the way. 

Full details of returns or if you wish to cancel an order can be found in the User Agreement or the relevant Seller’s store front page.

When do I get my refund once I've returned an item?

Refunds will normally be paid in 5 working days of the Seller receiving the goods back. When refunding an order you will receive an email letting you know when the funds have been refunded. Please note that it usually takes the banks 48 hours or so to give you your money back. Once you receive your email notification give it a couple of days before checking your bank account.

Please note postage costs cannot be refunded unless items are returned faulty or not as described in the production description.

Full details of returns or if you wish to cancel an order can be found in the User Agreement or the relevant Seller’s store front page.

How do I "return" an online product or service?

Fees and charges for online products are non-refundable. You will not have the right to cancel your order under regulation 10 of the Distance Selling Regulations 2000 once the supply to you of the service has begun with your agreement. The supply to you of the service will begin when we send you an e-mail containing your password and make the service available to you for the first time.


Viewing Orders

You can view all you orders by going to My Account. You can do this as follows:
If not already logged in:

  • Click on the Login link in the top right corner of the screen
  • you will be prompted to log in using the email address and password that you have saved with your account.

Once logged in:

  • click on the My Account link in the top right corner of the screen.

Once you get to your account page, a list of all of your orders will be presented. Click on the "View Details" link for the order you want to view to see order details.


Updating Account Information

From the My account page, you can change any of the following:

If you’ve logged in using your PayPal account:

  • your name or address details

If you’ve registered with us:

  • your name or address details
  • your email address
  • your password

Complaints

If you have a complaint with regards to any of the items you purchase or about any other part of the service regarding a purchase you should initially contact the Seller directly and try to resolve any issues with them. 

If you are unable to resolve the complaint directly with Seller, you have 45 days from the date of the transaction to register a dispute with PayPal via their Resolution Centre.

If you are unhappy about any other aspect of the services (excluding issue regarding purchases), we would like to hear from you so that we can try resolve any issue you may have.  

Please contact our Customer Service team by email at info@heskinfarmersmarket.co.uk