Returns & Exchanges Policy

Damaged items 

We hope your order arrives with you safely, but occasionally the couriers don't always care for parcels the way we would like them to! If your item arrives damaged, please contact our team so we can rectify the issue for you. It is never our intention for you to receive an item that is not perfect. Any breakages or damage incurred during shipping must be reported immediately in order to process a replacement or refund. Please inspect your parcel as soon as it arrives with you. 

We will require you to email pictures of the damaged box and item to hello@thehumblehare.co.uk and our customer services team will assist further to provide a returns label where necessary. To allow us to process your return, please include a copy of your order confirmation email. If you no longer have this, please include your full name, order number and contact details.  

Please note: rustic edges, marble veining, divots and colour variations, wood knots, and wood grain variations are all part of the rustic charm of our handmade products. Products with these features are not considered damaged or faulty. Please see our blog post here which highlights some of the beautiful variations you might find in our natural materials.

Exchanges & Unwanted Items

If you have changed your mind and wish to return or exchange your item, please contact us.

All personalised items and splashback tiles are considered final at the point of ordering, and therefore we don’t accept unwanted returns on these items. All outlet items are sold as seen from our website, and are non-refundable. Please see our Outlet page for full details.

We do not currently offer free of charge returns or exchanges on unwanted items but can supply a return postage label for use within the UK mainland for £8.99. Please contact us and we can process your payment for the returns or exchange label, and send this to you via email. 

For hygiene reasons, your item must be returned to us unused. Please note that all returns must arrive back to us undamaged, in the original packaging and in a saleable condition. Any items not in resale condition are non-refundable.

If you are returning an item for a refund, the original shipping cost will be deducted from your refund.  No refund will be given after 30 days from receipt of your order. Please retain proof of purchase, proof of postage, and tracking information.

If you are returning an unwanted item from overseas for refund or exchange, please make sure you mark your parcel as ‘Returned Goods’ to avoid customs charges, The Humble hare Ltd is not responsible for customs charges on unwanted items. Should customs charges be incurred they will be deducted from the refund amount, along with the original shipping cost. We cannot be held liable for items lost or damaged in transit and therefore strongly recommend you obtain proof of postage and return items by a tracked and signed for service.

I have received the incorrect item

In the unlikely event the item you received is not what you originally ordered please contact hello@thehumblehare.co.uk, we will then advise on how to proceed with the return.

Show and Shop Purchased Items

Items bought from shows are sold as seen and are non-refundable.

If your order has been placed on our website, then it will have to be returned to our HQ for the refund/replacement to be processed. Stockists would be unable to accept returns that aren’t purchased from themselves. If you have purchased a Humble Hare item from one of our stockists, this would need to be returned back to them directly. We cannot process returns or refunds on behalf of our stockists.

Credit Notes

Refunds can be credited back to your customer account to use on future purchases should you wish. Please let us know if you would like your refund credited to your account, or refunded to your original payment method.

How long will my return take to be processed?

Once the returned item has arrived back to us in an undamaged and resaleable condition, we will process your return as quickly as possible. Please note that the length of time it takes for your refund to clear can vary depending on your bank.

Do I have to return my item before a replacement/refund is issued? 

We do require any items to be returned to us in the original packaging, and in an undamaged and resaleable condition before we can process a refund or exchange. Once receiving the return, it will be processed and a replacement or refund will be issued, dependent on stock availability. 

How long do I have to return my item?

If you would like to return an item you have ordered from The Humble Hare website please contact us as soon as possible, within 30 days of your order being delivered. 

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.

If you require more support, please see our FAQs page, or contact us via our Contact Page.