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Delivery and returns

Delivery

Your order will usually be delivered using one of our selected couriers and may require a signature on delivery. We aim to dispatch your items within 3-5 days of your payments clearing on our account, but this time frame is informative and subject to our workload and materials available. The cost of delivery will be added to Your order total before payment is taken. Our standard delivery charge for delivery to addresses within Europe, The UK, US or Canada will be available on the cart page as soon as you have entered the delivery address.

If an item is out of stock, this will be indicated on the Website whenever possible. Delivery times are estimates only and dispatch may be slightly delayed so please allow up to 30 days to receive the Goods. If We are unable to perform the whole or part of the order due to any cause or event beyond Our control We may by notice in writing to You cancel or suspend the order in whole or in part without liability. We may deliver separately the Goods which make up Your order. Where We do so, You will only incur one delivery charge. Title to the Goods shall pass to You on payment in full of the price of the Goods.

In the unlikely event of your Goods not reaching You, and/or it is declared undeliverable by the local carrier the parcel is returned to Us. It may take up to 60 days for Us to receive the undelivered parcel. In such an event We can repost your parcel to your chosen address at Your own cost.

Cancelling your order

If You wish to cancel your order, please contact us immediately after placing it via email studio@thehoundproject.com Then we will confirm if your cancellation has been successful within 3 working days. Due to the fact that all Goods are ‘custom made – made to order’, we are unable to cancel your order if you email us after 72 hours have passed since placing your order.

Returns

In the unlikely event that your product arrives damaged or faulty, or if you aren’t satisfied with your purchse you may return them for a replacement or full refund (not including shipping). You must notify us within 7 days of receiving your parcel via email at studio@thehoundproject.com and we will get back to You within 3 working days. The Goods must be returned to us by recorded mail within 14 days of receiving our reply in order to be replaced/refunded. All Goods should be in their original sales condition with all tags attached, in their original packaging. We cannot accept worn items for refund or exchange, even if they prove faulty or damaged.

Exchanges

Please ensure to double check Your sizing before placing an order. You can always reach out to us for help, if  You are unsure about choosing the right size. If Your order arrives and You notice you ordered the incorrect size – we will accept a return in exchange for a store credit for the value of the Good(s) purchased (excluding shipping costs) only.

You must notify us within 7 days of receiving your parcel via email at studio@thehoundproject.com and we will get back to You within 3 working days with details on how to return Your items. The Good(s) must be returned to us within 14 days of receiving our reply in order to be accepted. You are responsible for return shipping costs. Please note, we recommend You ship the items back to us via recorded delivery in order to avoid them being lost, stolen or damaged.

Returned merchandise must be in the condition sold with original packaging and any tags intact. Goods must be unused, in perfect condition and remain in a re-saleable condition so we recommend a careful indoor try on if You need to try on an item. We regret that we cannot accept returns or exchanges for goods that are not in perfect condition.

Please make sure that Your return is well packed and includes your return or exchange order form so that we can identify Your return quickly and speed up the returns process for You. We cannot accept liability for goods lost or damaged in transit therefore we would recommend that You obtain a free ‘Certificate of Posting’ from the Post Office or choose to send the goods by Recorded Delivery for Your records.

Please allow 7 days for us to process your return and arrange your store credit note. If You have not heard from us after 7 days have passed, please contact us via email at studio@thehoundproject.com. Credit Notes are valid for 6 months from the date they are issued to You and can only be redeemed in a single transaction for the designated amount or greater, and are not valid to be redeemed with any other promotions, or on sales items. Delivery charges will apply.

Satisfaction guarantee

We are so confident in the quality and design of our products, that if  – for any reason – you are unhappy with your purchse we give you a full refund of the product price, no questions asked. You have 7 days from the day of receipt to change your mind. If you would like to return your goods, please let us know on thehoundporject@outlook.com quoting your purchase code, email address and full name and we’ll assist you with the next steps.

Please note, that in case of returned goods, we will not be able to refund the delivery costs, import duties or taxes, and any other costs that encurred during shipping and handling. The buyer is responsible for return shipping costs.

Taxes and import duties

All prices are quoted in Euro (€) and include where appropriate sales tax (Value Added Tax). Any import duties or taxes and customs or clearance charges that are payable in the recipient’s country are solely the responsibility of the recipient. They will not be refunded by Us should You wish to cancel Your order or to return any Goods to Us for exchange or refund. Please also note that You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by You of any such laws. Please note that customs may open and inspect packages and that the cost of the Goods must be specified on the documentation attached to the package, even if it is a gift.