Design & Hyde

Returns Policy

At Design & Hyde we make every piece by hand, to order, from the finest materials we can find. This policy explains how returns and exchanges work, in line with UK and EU consumer law. It does not affect your statutory rights.

Delivery

Free UK delivery over £200; two-person delivery to the room of your choice on larger pieces. Worldwide shipping quoted at checkout with duties shown up front.

Made to order

Because each piece is made to order we can only accept returns on faults — order a swatch box first if you are unsure of a shade. Custom, bespoke, personalised and made-to-order pieces are non-returnable, except where they arrive defective or damaged.

Eligibility for returns

The item has a manufacturing defect, or
The item was damaged in transit (proof required).

Time frame

Returns must be started within 14 calendar days of delivery, as set out in UK and EU consumer rights law.
Exchanges for eligible items can be requested within the same 14 days.
Any issue with a custom order must be reported within 48 hours of delivery.

Condition of items

In their original, unused condition.
Free from signs of use, damage or alteration.
Packaged securely, in the original packaging if possible, to avoid further damage in transit.

Proof of purchase

A valid proof of purchase is required for all returns and exchanges: your order confirmation email, original receipt or online order number.

How to return an item

Contact us. Email heyharley.shop@gmail.com with your return or exchange request.
Approval. We review your request and send a return authorisation if it is eligible.
Packaging. Package the item securely with all original documentation and accessories, and include your return authorisation details.
Shipping. Send the item to the return address we give you.

Shipping costs

Defective or damaged items: Design & Hyde covers return shipping, with a pre-paid return label or a refund of reasonable shipping costs once the item is received.
All other reasons (for example a change of mind): return shipping is your responsibility.

Refunds and exchanges

Refunds are processed within 14 days of receiving the returned item, subject to inspection and approval, and are made to the original payment method.
Exchanges are processed once the returned item is received and approved. If the item you would like is unavailable, we will offer store credit or a refund.

Additional notes

We recommend insuring your return shipment; Design & Hyde is not responsible for items lost in transit.
For international orders, customs fees or duties on returns are the customer's responsibility.