Hydrafinance


FAQs


ORDERS & SHIPPING


Where is my order?

Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order using your tracking number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email.

 

Why is my order late?

Are you sure it’s late? Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check shipping timescales in the Shipping Policy. If it's before the advised shipping date and you've had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your shipping date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.

 

Missing item(s) from my order?

Not cool! We’ve either packed it wrong, it’s coming in more than one parcel or it’s fallen off the back of the wagon. If your expected shipping date has passed, then please contact us by going to 'Contact Us' tab on this page and we will sort it for you.

 

Why was my order canceled?

If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

 

Can I cancel or edit my order?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

 

Can I exchange an order?

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

 

Item out of stock?

Too late, you missed it! We are a very fast paced retailer and keeping up with latest trendy products. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. The good news is if you keep checking back, some of our best items do reappear. Our customer service team won't know if a product is coming back in or not, you'll see it first.

 

I received a faulty item, what do I do?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

-Your name

-Order number

-Product name and code

-Picture of the fault

-Description of the fault

(The product name and code can be found on your order confirmation email).

 

Will I be charged customs and imports duties?

We’ll cover duty costs on all orders. Additional taxes may apply according to local legislation.

 

 

RETURNS & REFUNDS


When will I receive my refund?

It can take up to 10 business days for your return to arrive to us and, up to 7 days for your refund to show in your account depending on your bank's processing time. The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way. If you've waited more than 14 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.


I am outside of the returns policy, can I return?

You've got 28 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.


I don’t have the original packaging, can I return?

Unfortunately we cannot accept returns without the original packaging this time.


Can I return more than one order?

Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.


I can't see the refund on my bank statement

Refunds are sneaky things and can show up in a couple of places:

Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times)

If its not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time)

If you still can’t see it, give us a shout on the contact us page.


Can I exchange instead of a refund?

Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following our easy steps and reorder for a replacement.


Have you received my returned item(s)?

It can take up to 28 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer).


Do you refund the delivery charge?

Sorry we don't refund delivery charge for returns.


MANAGING MY ACCOUNT


How do I change my email address?

For customer account security we do not allow change of email address, if you need to use an alternative email address please create a new account.


How do I change my shipping address?

Log in your account, select "addresses" and you can either add a new one or edit an existing one. We are unable to amend the delivery address on an order which has already been placed.


How do I change my contact preferences?

You can choose how you want us to contact you about things we think you'd like to hear about. If you don't want to hear about great new offers, just simply let us know by replying to our email message!


How do I change my password?

If you know your password its simple! Log into your account using your current password, then under the account information section, you have the option to change your password. If you've forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by going to the 'contact us' tab on this page.

 




 

 

 

 

 

 

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