We are delighted to offer free shipping for orders over £500. Please note that this does not include payment for any local duties or taxes incurred in the customer's own country, which must be paid for by the customer. Shipments outside the UK may be subject to country / state / economic-region specific import duties and taxes which are the responsibility of the customer. Rates vary by country and we are not able to provide an estimated cost therefore suggest the customer contacts the local customs bureau for current charges before ordering, so that there is no surprise regarding any extra charges on delivery. The courier will require payment in full of any incurred local taxes or duties before delivery. The customer is also responsible for obtaining all necessary customs, import or other permits to purchase items from www.hesterbly.com. In the case of a return, any paid local duties and taxes are not refundable by Hester Bly and will need to be sought directly with the customer's local tax and customs office. Please also kindly note that in the case of a customer refusal to accept the package due to non-payment of local state tax and duty, DHL or the chosen carrier may charge a holding fee and/or a return shipment fee which is wholly the responsibility of the customer.
How Long Will My Item(s) Take to Ship?
Once payment has been processed we ask for 3 business days for our team to pack and ship your full order. If you want to double check your order status, log into your customer account. Shipping is complimentary for all orders over £500. Please note, however, that all duties and taxes owed in the ship-to destination country still apply and are the responsibility of the customer for full payment and settlement.
Do You Ship Internationally?
We work with international couriers e.g. FEDEX and DHL to ship internationally and DHL to ship within the UK. Please note that any local duties and customs charges in the destination country are not included in the price of the goods and may be applied on delivery.
Will I Be Notified Once My Item(s) Ships?
You will receive an email with tracking information once your order ships. Please note that we are not responsible for delays outside our control.
What If My Package is Lost?
Please contact us via firstname.lastname@example.org.
Please note that all orders are automatically instructed to be delivered only with a customer signature and must be signed for by the customer. If a customer wishes to receive the order without signature and requests the courier to deliver the order without signature and at a designated place of their choosing, e.g. outside a front door / garage / with a neighbour or other, , it is wholly at their risk and Hester Bly Limited is not responsible for any loss or damage.
Returns & Exchanges
What is Your Return Policy?
Returns must be sent and physically received at Hester Bly UK within 14 days of when the order was delivered to the customer. Return requests or deliveries after this 14 day period will not be accepted. Returns are accepted on all unworn, undamaged items with all of the original garment tags on. Any goods returned must not have been used, worn, washed or damaged, should have the original swing tag and returns garment tag attached and returned in the original packaging, including dust bags if supplied with the goods. We reserve the right to refuse any returns that do not comply with these requirements. In the case of rejected returns that are not returned in perfect condition/have been used, worn or damaged and/or without the garment tag attached or not attached in the original placement, the item will be returned to the buyer and the full cost of that return shipment is the buyers responsibility. Returns are payable by customers both internationally and in the UK. DHL Return labels can be requested by emailing Customer Care. If you wish to use your own, alternative courier to return, this is acceptable. Please note that this is also at your own cost and responsibility and it must be fully tracked and insured as the item remains the buyers responsibility until the item is safely delivered and received in person to Hester Bly in perfect condition. Please remember to obtain proof of postage, ensure your return package is prepaid, tracked and insured to the full value amount paid in case of loss and damage. Once we receive your return and all requirements are met, we will process your refund and send you an email confirmation. We will refund you the price you paid for the goods excluding any shipment incurred customs, duties and delivery costs, by the same method you used for payment. Please note that original shipping costs to the customer will not be refunded. To request a return, please email the reason for the return and your order number to email@example.com
Will Hester Bly Provide Me With a Return Shipping Label?
Upon request, Hester Bly will send you a DHL return shipping label. The cost of return shipping is paid by all customers, international or if in the UK, which will be deducted from the total refund amount. In the case of international returns outside of the UK, please note that we are unable to refund any local sales taxes and/or customs duties that have been charged. You may be able to recover them by contacting your local customs bureau directly. For a return shipping label please reach out to firstname.lastname@example.org
How Long Does it Take For a Refund to Be Processed?
Once an item is received and processed at our warehouse, the refunded amount can take up to two weeks to appear on your credit card, depending on your bank and location. Please note that it may take longer if returned via DHL as we depend on the return shipment charge to be invoiced, which is required in order to deduct this amount from the total amount to be refunded.
How Do I Exchange an Item Already Purchased?
If you wish to exchange your purchased item for a different size, please kindly follow the returns procedure above and then place a new order for the desired size. Please note that all shipping and returns charges are applicable for exchanges.