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Hmart

DELIVERY & RETURNS

If Customers are not at home when the delivery arrives, according to our courier system (DHL), they will try to reach you by the phone or a text message. If delivery fails to get hold of you, they will try to leave the items with a neighbour, instead of taking it back to the Local Royal Mail delivery office. If your neighbour is not available to accept an item, they will try to leave it with another neighbour. We post a ‘something for you’ card through your letter box that will let you know.

Customer orders are dispatched within 1-2 business day after payment has been completed. However, when we receive a high amount of orders, order can sometimes get delayed and be dispatched for the next following day instead. We deliver to most addresses within 1-3 working days all UK areas via a courier service after the parcel dispatched. 

If the customer orders on Saturday or Sunday the delivery system will continue next Monday or Tuesday. Even if a customer chooses Express services it will not be delivered on the weekend. Customer item orders shall be delivered to the shipping address specified by a customer on the completed order system. The shipping times based on customer postcode. (In remote areas courier system may not be able to deliver within 2 or 3 working days)

After we have picked and packed your order, your order is handed over to the DHL crew who makes daily pickups at our warehouse in New Malden. Once your package is in the DHL system, the package can be tracked with real-time visibility until it is received and signed by a recipient. Our Courier policies require that all deliveries are signed by a recipient. Customers living in buildings, flat with security may have the Security man sign on their behalf.        

Zonal Postcodes

Zone 1

EnglandWales

Zone 2

Scotland

Zone 3

 Isle of Man, Northern Ireland

Express (1~2 working days after despatch) Home Delivery Courier Charge

Shipping Courier

 1~27kg

 27~56kg

 56~84kg

 84~112kg(Max)

Zone 1

 £6.99
(free over £60)

 £13.98
(£6.99 over £60)

 £20.97
(£13.98 over £60)

 £27.96
(£20.97 over £60)

Zone 2

 £8.99
(£2 over £60)

 £17.98
(£10.99 over £60)

 £26.97
(£19.98 over £60)

 £35.96
(£28.97 over £60)

Zone 3

 £10.99
(£4 over £60)

 £21.98
(£14.99 over £60)

 £32.97
(£31.98 over £60)

 £43.96
(£44.97 over £60)

 

Fresh/Frozen items will need to pay an extra charge for packing materials.

 

Unfortunately we are unable to deliver ‘Channel Island Jersey, Guernsy.'

 -No dispatch & delivery on Saturday, Sunday and bank holidays.

 

We do not guarantee delivery date in circumstances outside our couriers' reasonable control, including (without limitation) any adverse weather conditionstraffic congestion, mechanical breakdown, obstruction of a public or private highway, or form any industrial action whatsoever.


Refund Policy

If customer received an incorrect, damaged or defective item, you can request a replacement or full refund.

*You will need need to take photos and email it to contact us so we can process refund for item directly. Upon arrival of your return, we will initiate the refund process. You should expect to receive the refund within a week of sending your package to the return shipper. Refunds will be credited first to the original purchasing credit or debit card account and will take approximately 72 hours to reflect this transaction from your financial institution.

Customer may remain responsible for the delivery charge and this will be deducted from payment before refunded to the customer. If the items we deliver are not what you ordered, damaged or defective or incorrect quantity, we shall have no liability to the customer unless notifies us through email or call us within 14 days. We shall have no obligation after 14 days if customer does not notify us a problem or any unexpected condition, subject etc.

Alternatively if customer want to refund without returnimg the purchased Items back, it is very difficult and hard, according to our system rules. Refund is not allowed. Hmart Terms and Conditions without process or original products within 14 days; we shall not be able to whole refund, to sort this, customer should call or email the customer service, or send a message to the Hmart FAQ section. If all procedures are clear according to Terms and Conditions, would be refunded equal of expense.

If the product was not damaged, defective or the wrong item was shipped, you are responsible for all shipping charges. We recommend you return the item via a track able carrier method such as Parcel Force or UPS for proof of delivery. Hmart.co.uk cannot replace or provide credit for any item lost during return shipping.


Short date products


*Items can only be refund if Best Before Date is within 3 months.

 

Return Policy

You may return new, unopened items within 14 days of delivery for a full refund. Items must be returned in new or unused condition and contain all original materials included with the shipment. Products that have been used will be refused and returned to sender at the sender's expense.  if an incorrect item was shipped (Damaged or Defective Items, not any original items) you may not received full costs of credit.

If the return is a result of our error, we will refund the full cost of the merchandise and shipping charges. Additional guidelines are also noted below.


Items that are not refundable:


- Items more than 14 days after delivery
- Items that has signs of use
- Damaged or Defective Items (If the original item is damaged or defective, or if an incorrect item was shipped, you may receive credit for these items)

 

Ship Items to:

H Mart Unit 1 Leigh Close,

New Malden, Surrey,

eShop Depart

KT3 3NW

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