Shipping Policy
We ship within the UK ONLY.
Order is usually processed 2-3 days from order date and dispatched from the warehouse in GERMANY.
Orders are not processed during weekends. During busy periods such as Black Friday, Christmas, processing time can take a bit longer.
On dispatch from the warehouse, a tracking number is authorised by Royal Mail and issued to you.
At this point, the package starts its journey from Germany to UK during which it will go through customs when it arrives UK. Package processing at customs occurs because UK is no longer part of EU. Most of the time, the process is smooth without delays. This process on average can take up to 10 days depending on whether it peak or off peak periods.
After passing through customs successfully, the package is handed over to Royal Mail to complete delivery using Tracked 48 service. At this point, Royal Mail will resume update of tracking until parcel is delivered.
We still advise delivery can take 2 - 4 weeks from order date. On average it takes about 2 weeks with smooth journey during off-peak periods at UK customs.
Please note: Royal Mail tracking WILL NOT update until the package has successfully cleared UK customs and passed on to Royal Mail for delivery. This is normal and expected.
We do not ship to P.O. box addresses.
Return & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To start a return, you can contact us at info@houseofeve.co.uk or request a return via your customer account.
You will need the receipt or proof of purchase.
WHAT WE ACCEPT
- Defective / faulty pieces
- Incorrect item sent by us
- Change of mind (must be unworn, in original packaging, with all tags & documentation)
- Other - add a short note explaining the reason
WHAT WE CAN'T ACCEPT
- Return requests made more than 14 days after you received your package (the clock starts when item delivered)
- Pieces with signs of wear, missing tags, missing warranty card, or damaged packaging (for changed-mind returns)
If your return is accepted, we will send you a FREE return shipping label.
You can always contact us for any return question at info@houseofeve.co.uk.
Damages & Incorrect Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
We cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@houseofeve.co.uk.