We’ve gathered some frequently asked questions about shipping, returns and exchanges, but don’t hesitate to contact us at customerservice@hendecing.com.
Please note that pricing is subject to change at any time without notice.
Shipping Overview
How do you ship and how much does it cost?
Orders in the 48 contiguous United States are shipped via UPS Ground and usually ship within 3-5 business days. You will receive an email notification with a UPS tracking number when your order ships. We do not ship to APO or PO Boxes due to UPS shipping restrictions.
Our mainland US shipping rates are determined by the order’s subtotal (exclusive of any discounts) and what region it is shipping to.
Shipping Rates:
£6.99 ground on orders up to £75.00
£0.00 ground on orders £75.00+
Do you ship overseas or internationally?
Yes! Overseas shipping rates vary according to the order’s subtotal and are calculated after you enter your ‘ship to’ address during checkout. International tax and duties are not included in our shipping cost; the recipient is invoiced for this once the shipment reaches its destination. If you do not see your country on our list of ‘ship to’ destinations, contact us at customerservice@hendecing.com.
Shipping Rates:
£8.99 ground on orders up to £75.00
£0.00 ground on orders £75.00+
How do you pack my order?
We use fully recyclable ExpandOS for our packaging to eliminate plastic and Styrofoam waste (you can recycle ExpandOS with your regular paper or cardboard recycling). Sensitive hands, be mindful — some ExpandOS have sharp edges.
Will you gift wrap my order if I include a gift message?
We don’t offer gift wrapping for shipped orders, since the safety of your products is our number one priority in how we design our packaging for traveling. To securely pack shipments, we use Expandos, which are triangular box fillers made from post-consumer chipboard. They’re fully recyclable, as are the cardboard boxes used to ship your order. Expandos work exceptionally well to deliver ceramics safely, with minimal waste, but don’t mix so well with gift wrap—one cuts the other.
What if something in my order broke during shipping?
Any breakage in shipment must be reported to Hendecing within 5 days of receiving the shipment. Please email Customer Service with your transaction number or packing slip number and a photo of the breakage. A photo is necessary to reship your product.
Can I receive my order through the UPS Access Point network?
In major metropolitan areas, the UPS Access Point network now offers local parcel retrieval if UPS is unable to deliver on the first attempt. UPS will leave a note indicating location and time for pickup (customer photo ID is required). You can also enroll in UPS’s free My Choice program to reroute your packages to an Access Point site in advance.
Returns & Exchanges
What’s your return policy?
Hendecing will gladly exchange, provide store credit, or refund merchandise to the original form of payment within 30 days of the purchase date. Proof of purchase is required and the returned item(s) must be new, in original condition, with the original tags or stickers. Any cash refunds over £200 will be refunded via mailed check. Returns without proof of purchase will be reviewed. If accepted they will be processed at factory seconds pricing for store credit or exchange only. No returns will be accepted if merchandise has been used. Gift returns are eligible for exchange or store credit only. Other restrictions may apply. Contact our customer service team at: customerservice@hendecing.com
If shipping your return, please contact Customer Service for your Return Authorization Number.
How do I complete my return or exchange?
Please email Customer Service to request your Return Authorization Number (RMA#), and have your proof of purchase handy. Customers are responsible for return shipping. All returns/exchanges shipped back to Hendecing must be accompanied by your original order #, your RMA#, and a send us the Return information. Exchanges may take up to 2 weeks to process. Refunds may take up to 7 days to process. Please note shipping costs are non-refundable.
What if my return/exchange breaks during shipping?
Hendecing is not responsible for any damage that occurs when shipping back an item for return or exchange. We strongly recommend that you pack the items well and ship via a trackable carrier. Please note shipping costs are non-refundable.