1. PLACING AN ORDER
1.1 How do I make a purchase?
You can either use the links in the menu to find what you are looking for, searching after product category such as shoes, clothing, nightwear, or you can write a key word in the search box. Click on the product image or “choose options” to open up additional information about it. Then select your size and click on the 'ADD TO CART” button to pay for it. You can still continue browsing the online store or directly go to the basket in the top right hand corner to review and amend the contents of your basket or to complete your order. You will need to register your personal details with us before your order can be processed.
1.2 Do I need to have an account for placing an order online?
Yes you will need to set up an account on our website in order to place an order. Setting up an account is easy and this will also help you to find shipping information or track past orders. You can also place an order as a guest member. In this case you do not need to create an account.
1.3 How will I know if you have received my order?
After you place your order, you will receive an email from us acknowledging that your order has been received. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. Only after the item is located, your credit card details have been approved, and the delivery address has been verified, will your order be accepted and the item shipped. If you order more than one item and one of them is unavailable will be quickly inform you and your payment for the item will not be processed.
1.4 When do I know that my ordering process is complete?
You will receive an email confirming your order details and the tracking number if the service used was tracked.
1.5 What if an item is out of stock?
If items that you order are out of stock, we will call you and also send a message to the email address you provided when placing your order. We will not supply a substitute product without your approval. Once an item is sold out it will be taken off the website as soon as possible. If the item is out of stock we will refund you the money or offer you something in exchange, according to your preferences.
1.6 Do you restock items?
Usually depends on the item, but in most cases, yes, we restock items.
1.7 Do you have a different size?
We only have the sizes listed on the product page in stock.
1.8 Can I change my order?
You can change your order when you want another item/size/colour/design. Please note that if the item was dispatched, we can no longer make changes to your order.
1.9 How do I cancel to my order?
Please contact us as soon as possible at houseofcucu@gmail.com or tel no 01618790900. Once the item has been shipped, we can no longer cancel and refund an order.
1.10 How can I add an extra item to an existing order?
You can place a new order for any additional items, but this is not always possible. Please contact us by email requesting to have your two orders combined and shipped together but please be aware that this might not always be possible as the first order may have already been shipped.
1.11 How can I make a multiple buying?
To make a multiple buying, you have to choose the colour, then choose the size and add to basket. Then return to the main page and do the same for the second item.
1.12 Do you offer gift wrapping for Christmas Holidays?
Yes, we do offer gift wrapping at an extra cost. Please contact us by phone or email to arrange this for you.
1.13 What if something is missing from my order?
Please contact us as soon as possible and we will try to find a solution in this matter.
1.14 What if my parcel is lost? Will I get reimbursed?
We usually send all the parcels tracked. If the parcel’s status is indeed showing as beeing “lost”, we will offer a refund or send a replacement right away.
1.15 What if I receive the item faulty?
If you receive a faulty item and fault lies on us, we usually ask for a picture of the faulty item, in order to see if the item must be returned or not. After the picture is being sent, we can either offer a refund or a replacement. We will not supply a substitute product without your express authority.
2. ACCOUNT
2.1 How can I create an account?
Please go the top right page and you can create your account from there by choosing the “Create a new account” tab and follow the steps required.
2.2 I forgot my password. How can I recover/request a new one?
Go to ‘Your Account’ then click the ‘Forgotten Password’ link, you will then be emailed the details.
2.3Can I contact you if I’m not the account holder?
Yes, you can register as a guest member, when you get to checkout section of your purchase.
2.4How do I change details on my account?
Log in to your account and go To “Account details” where you can change your personal information.
2.5 What can I do if I realize that my account information is incorrect after I’ve purchase the item?
Please contact us right away and provide us the correct information, but please be aware that this might not always be possible as the order may have already been shipped.
3. PAYMENT
3.1 What forms of payment do you accept?
We accept the payment trough credit/debit cards (Visa, Maestro, Mastercard) and also Paypal.
3.2 What currencies do you accept?
GBP
3.3 Is my personal information kept private?
Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we use your personal information without your consent.
3.4 What if my payment is declined?
Please try again and if it’s still doesn’t work, please contact us to see if there’s an error from our side or contact your bank.
4. DELIVERY
4.1 What delivery options do you provide?
For UK customers we offer Hermes 48 hours Delivery Service (2nd class) 2-3 working days or Hermes 24 hours Delivery Service (1st class) 1-2 working days
4.2 How long it takes to deliver in UK?
All orders are dispatched the next working day. For UK customers we offer Hermes 48 hours Delivery Service (2nd class) which normally takes 2-3 Working Days or Hermes 24 hours Delivery Service (1st class) which takes 1-2 Working Days. Please note that on Public Holidays there can be delays.
4.3 How can I track my order?
Please visit https://www.myhermes.co.uk/track#/ and enter your tracking number provided in the order confirmation. For Northern Ireland deliveries shipped with Royal Mail visit: https://www.royalmail.com/track-your-item#/
4.4 Will I have to sign for my order?
Yes, if the item is sent tracked, a signature will be required when the package arrives.
4.5 What happens if I’m not home when you deliver?
The delivery company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to, how to contact them to re-arrange a delivery time or to advise where you can collect your parcel from. If you don’t contact the delivery service in time, they usually return the package to us and we will letyou know as soon as it arrives to our location.
4.6 How can I reschedule my delivery?
Please contact us and we will send the parcel at your requested date.
4.7 Will I be able to change my address details once my order has been dispatched?
You’ll have to contact us right away and we will change it for you. Please note that if your item was shipped with standard delivery service, there’s nothing we can do. But if the item was sent tracked, we can check the parcel’s status.
4.8 Do you combine postage?
Yes, we combine postage. For each additional item that you order, the postage price will be with £1 less from the normal price.
5. RETURNING THE ITEM
5.1How can I return an item?
We accept goods in return for whatever reason. All we ask is the returns must be within 14 days of delivery and the items should be returned in the same condition as sent.You don’t need a returns form. Just include a note with the following details: your name, your email address and a small reason for returning. Please contact us before any returns.
5.2 How long after purchase can I make a return?
The returns must be within 14 days of delivery and the items should be returned in the same condition as sent.
5.3 When will I receive a refund for the returned item?
The refund will be send as soon as we received the item. We will contact you immediately for confirming the return payment.
5.4 Are there any specific conditions for returning the item?
The item should be returned in the same condition as sent, but we can make exceptions on shoes box, as it may be damaged due to transport conditions.
5.5 What if I lost my proof of postage?
If you return the item and we will not receive it, the only way to offer you a refund/replacement, will be to check your proof of postage. If you lose it, unfortunately there’s nothing we can do to help you in this matter.
5.6 Do you refund the delivery charge?
Yes, we refund the delivery charges only if the item is received faulty and the fault comes from our side.
6. EXCHANGE
6.1How can I exchange an item?
Please let us know first to make sure we have in stock what you need. If the item doesn’t fit and you need another size there is an extra postage cost as we will have to send the item again to you. If we dispatched the wrong item colour/size/design we will cover the costs and arrange for the correct product to be sent to you.
6.2 How long will it take for the replacement to arrive?
As soon as we receive your item, we will re-arrange the delivery for the replacement which will take just as long as a normal order.
7. CUTOMER SERVICE & FEEDBACK REVISIONS
7.1 Where can I leave feedback?
You have to first click on one of the stars bellow the item’s image and then you can add a comment.
If you have any complaints, please contact us first and we will try to do our best to find the best solution for you.
7.2 How long it takes to receive an response to my question?
We commit that we will respond to your messages in maximum one working day.
7.3 When will you have sales?
Please check our clearance/ sales page. We always update our page with promotional items.
7.4 How can I subscribe to your newsletter?
Please go to the bottom of the page and click on “Sign up for our newsletter” and enter your name and email address.
7.5 How can I unsubscribe from your newsletter?
Click the 'Unsubscribe' button at the bottom of the email newsletter