The product I wish to buy is showing as 'AVAILABLE IN-STORE ONLY'. What should I do?
Please make sure to check stock levels with our store staff before making a visit. We would hate for you to travel all the way to then be disappointed. Our details can be found on the 'Store Finder' page of our site.
I have an Hochbettmitrutsche gift card. Can I use it online?
You can indeed. At checkout you'll see a box where you can enter your gift card code.
If you still have money left on your gift card, you can spend the remaining balance on more purchases in store or online. If the balance available on your gift card is less than the total cost of your order, you will be prompted to choose an additional payment method to cover the difference.
I have an online discount code. How do I use it?
Lucky you! At checkout you'll see a box where you can enter your discount code.
How do I add a new shipping address?
Log in to your account. You'll be taken to the My Account page. Click on ACCOUNT DETAILS and you'll be able to add a new address, or change existing addresses.
Has my order shipped?
You'll be able to check up on your order from your account page. Log in, and then click ORDER HISTORY. Here you'll be able to see the status of your order, and find the tracking number to check up on delivery.
I've had a change of heart. Can I change or cancel my order?
You'll be able to check up on your order from your account page. Log in, and then click ORDER HISTORY. Here you'll be able to click Change Quantities / Cancel Order to edit your order. Please note that once an order has been processed or shipped, the order can no longer be cancelled or changed.
Can I return my order?
Obviously we hope you'll be very happy with your purchases! However, if for any reason you would like to return your order, please emailto arrange your return.
You will need to let us know within 14 days of delivery, as returns will not be accepted after this date. Then simply package up your item and include your customer order details, as we cannot process your refund without these.
Please note that we do not cover the delivery cost of returns, and do not accept responsibility for items that are lost while being returned to us. We therefore recommend that you get proof of postage or a tracking number to follow your parcel. We can arrange paid collection for larger items.
Items can only be returned if they're in perfect condition and in the original packaging, so please ensure that they are packed well. We reserve the right to refuse a return on any item which is not in the right condition.
What do I do if my order is damaged?
If your purchase is faulty, damaged, or not fit for purpose, please us as soon as possible to arrange your return. All damage must be reported within 3 days of delivery. We will require you to return the item, as it may be necessary to return it to the manufacturer.
If collecting your order from the store or warehouse please must inspect the item thoroughly before accepting it. We do not accept returns of any damaged items once they have been collected.
How do I get a refund?
Once your product has been safely returned to us, we will send you an email to notify you of the status of your return. We will then process your refund for the original amount paid. A replacement or refund will be issued within four weeks. Please note that we are unable to refund the original shipping cost.
Some exceptions to our general refunds policy:
- Masterclasses: for the Design School, Retail School or any other workshop event cancellations must be made more than 4 weeks prior to the event in order to avoid incurring a £15 cancellation charge. Unfortunately, cancellations made less than 10 days prior to the event are non-refundable.
- Special Order items: Monetary refunds are not available for items which are bespoke or made to order. We will send you a gift voucher for the value of your purchase, which can be used in store or online.
- Flash sale: flash sale items cannot be refunded.
Help! I've forgotten my account password.
Don't panic! Go to log in and click Forgot your password? Then simply follow the instructions to reset your password.
You can now pre-order items (where pre-order stock is available). This is for items we've had and sold out of or for items we haven't even released yet.
To pre-order an item, you will need to add the available product colour and size to your shopping bag as if you were placing a normal web order. You will then need to follow the check-out process as normal and pay for the item. As soon as the item is available, we will send it out and you will be notified by email. If your order contains a mix of pre-orders and in stock items, we will ship the whole order in one go when all items become available.
Please bear in mind that if you do place a pre-order it will be treated as a normal order and the monies will be taken from your account when the order is processed.
Pre-order item due-in dates may be subject to change.
Still got questions? Please email us atand we'll be happy to help.