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FAQ

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Frequently Asked Questions

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Orders

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What payment methods does Homespun accept and is it safe to use my credit card online?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]We accept Visa, MasterCard, American Express, Maestro and JCB cards. You can also choose to pay with PayPal. All payments are processed through a secure checkout system provided by Cardsave.

First-time orders must also be sent to the cardholder’s billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don’t experience any delays to your order, please make sure all your details are entered correctly.

If you would prefer to place an order by telephone, you can call us on (0) 7824 633998 from 9.30-5pm Monday-Friday[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

Can I change or amend my order once it has been place?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.

However, we are unable to combine orders or add pieces to an existing order once it has been placed.
If you need to make any amendments, please call on (0) 7824 633998.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

How do I return or exchange an item?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]Making a return or exchange is easy. You have 28 days to decide whether to keep your items and we will collect from your home, work or alternative address for free. Simply request a returns merchandise authorization number (RMA) from your Homespun account and then book a collection to send your item(s) back to us.

View our returns policy for more information.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

Will I be refunded the full value of my order?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]Your refund will either be issued to the original credit card used to place the order, or as Homespun store credit. Shipping costs are not refunded for items using our free collection service, unless your items are faulty, or your order is cancelled under the ICASRs.

All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.

Please note that it can take up to 10 business days for the refund to appear in your account.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

How much duties and taxes will I have to pay?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]Taxes and duties are calculated according to your shipping destination.

Email us to ascertain possible duty & taxes if you require international delivery at info@homespuncashmere.com.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

How do I buy a gift card?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]You can buy a Homespun gift card in British Pounds (GBP) or Euros (EUR) by following these steps:
Select GIFTS from the top navigation menu in the drop down followed by GIFT CARDS.

  • Decide whether you would like to purchase a printed or virtual gift card. Printed gift cards are shipped in Homespun signature packaging, and virtual gift cards are emailed directly to the recipient.
  • Choose the amount, enter the recipient’s name (and email address for virtual gift cards), include a personal message, and then add the gift card to your shopping bag
  • You will be notified by email as soon as your printed or virtual gift card has been dispatched

To purchase multiple printed gift cards and have them shipped to different addresses, you will need to repeat the purchasing process and pay the shipping charges for each address the printed gift card is sent to.

For further assistance placing an order for a Homespun gift card please contact us.[/vc_column_text][/vc_column][/vc_row][vc_row type=”full-nopad” css=”.vc_custom_1432728062229{padding-top: 46px !important;}”][vc_column][vc_separator][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][vc_column_text el_class=”nm-highlight-text”]

Delivery

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What Delivery Options Are Available?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]We offer a wide selection of delivery options including standard, priority, next day and internal. Please view our delivery options page for more information.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

Do You Ship Internationally?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]14 – 21 Days  –  Delivered by Royal Mail International. To obtain additional country specific delivery information you can visit www.royalmail.com.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

Which countries does Homespun ship to?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]Homespun ships to 170 countries worldwide. If your country is not listed at the checkout please contact us.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

Missed Your Parcel?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]Whenever a signature is required, or if your parcel is too big to fit through the letterbox, a card will be left with instructions for collection or re-delivery if no one is present when delivery is attempted.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

Is my package insured and do I need to sign for my order?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]All your purchases are insured against theft and accidental damage whilst in transit from Homespun to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

How long does delivery take, and how much will it cost?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]For information on delivery and shipping charges to your destination, view our delivery options[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

Why are shipping restrictions applied to some items?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]Due to international trading agreements and regulations, Homespun must adhere to particular shipping restrictions.

As a result, we are unable to send exotic skins outside of the EU, and orders containing jewelry cannot be dispatched to Russia or China. In addition, some beauty products and items manufactured in China cannot be shipped to certain countries.

If you add a product to your shopping bag that we are unable to ship to your country, you will be prompted to remove it. Alternatively, you can change your shipping address to a different destination where these restrictions do not apply.

For more information, please read our Shipping information.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

Does Homespun ship to multiple addresses?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.[/vc_column_text][/vc_column][/vc_row][vc_row type=”full-nopad” css=”.vc_custom_1432728062229{padding-top: 46px !important;}”][vc_column][vc_separator][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][vc_column_text el_class=”nm-highlight-text”]

My Account

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Is my personal information kept private?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our Privacy Policy in full.[/vc_column_text][/vc_column][/vc_row][vc_row type=”boxed” css=”.vc_custom_1432752631369{padding-top: 68px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/6″ offset=”vc_col-lg-4″][vc_column_text]

I’ve forgotten my password – what should I do?

[/vc_column_text][vc_empty_space height=”14px”][/vc_column][vc_column width=”3/6″ offset=”vc_col-lg-5″][vc_column_text]To re-set your password, follow the ‘FORGOTTEN PASSWORD’ instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.[/vc_column_text][/vc_column][/vc_row]