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Delivery & Returns

Delivery Policy

We endeavor to post out your goods the same day they are ordered; however in busy periods this can take a little longer. On occasion we may post out items from the same order separately; this is performed at our discretion and at no additional carriage charge to you.
Postage costs are detailed below; we reserve the right to amend these costs for large or bulky items both within the UK and overseas. If there is to be additional charges you will be contacted by a member of staff by telephone or email to discuss the options. Please email or phone us before placing your order if you are concerned about this.

UK Orders

We partner with two companies to deliver within the UK. Smaller items are posted First Class Recorded with Royal Mail and usually take 2-3 days from point of order to arrive. Please note this can take longer during busy periods up to a maximum of 14 days. The length of time taken to deliver by Royal Mail is beyond our control.
Large, heavy or multiple items are delivered by DPD. We use a 24 hour service as standard and if you are unable to receive your parcel a card will be posted through your letterbox or a text/email will be sent to advise on redelivery.

  • Standard UK delivery is £4.95
  • UK orders over £50 receive free delivery
  • UK next day delivery is £7.50 (available to all of UK, excluding Highlands and Islands)
  • UK non-mainland delivery is £9.50

International Orders

We partner with two companies for international delivery. The majority of European orders are dispatched using DPD Classic. Delivery takes approximately 3-4 days to Western Europe and 4-5 days to Eastern Europe.
Some European orders and most Worldwide orders are sent using DHL AirExpress. Delivery times vary but are usually within 4-6 days. Please note all delivery times are approximate and delivery may be made sooner or later than quoted.
Please note for overseas orders delivery may be subject to import tax. Any charges for customs must be paid by you, we have no control over these and do not know what they may be as customs policies vary from country to country. Contact your local customs officer for full details and regulations.

  • Standard Europe delivery is £10.00
  • Standard Worldwide delivery is £25.00

If you have any questions regarding this Delivery Policy please email info@houghtoncountry.co.uk. This Delivery Policy forms part of our Terms and Conditions; if you do not agree with our Delivery Policy then please do not purchase from our site.

Returns Policy

Please check the condition of your parcel on delivery prior to signing for acceptance. In the event that goods are missing or damaged on arrival please specify against your signature and inform us immediately, within 3 working days, otherwise no claim can be considered. Refunds or exchanges are made in accordance with the Consumer Protection (Distance Selling) Regulations 2000. Under this regulation you have 7 days from the day following receipt of your goods to return them, even if you simply change your mind about your purchase. If you wish to return an item you do so at your own expense (unless the item is faulty); the item must be unused and in its original condition (including all tags). This does not affect your statutory rights.

The following is a quick guide to our returns policy:

  • You have 28 days to return a non-sale item to us; items must be in their original packaging, unworn and not damaged. A full refund or exchange will be given.
  • You have 14 days to return a sale item to us for a full refund; you then have a further 7 days in which you can return the item but no refund can be given - you will be offered either an exchange or credit note (valid for 12 months).
  • If an item is faulty on arrival you have 7 days in which to contact us for a full refund or exchange. If an item is faulty you will be reimbursed your postage back to us. Items deemed faulty after this period will be dealt with on a case by case basis in consultation with manufacturers.
  • If a parcel looks damaged on arrival do not sign for it; instead refuse the parcel as damaged during posting.
  • We offer an extended period of returns at Christmas for goods purchased as Christmas presents. Last return date for Christmas presents is January 14th.

If you wish to return an item after these periods you must seek authorisation in writing by email. Credit note or exchange only will be offered after 14 days for non-sale items or 7 days for sale items so long as prior consent to return goods is granted in writing. You will be refunded the full value of the goods purchased. If your original order qualified for free delivery (value over £50) but the returned item brings the value of your order below £50 a carriage charge of £4.95 will be deducted from your refund.

How do I return an item?

Once you are satisfied you are returning an item within the terms of our Returns Policy please fill in the form enclosed with your parcel and send the item(s) back to us at the address below.

You must make your own arrangements to return goods to us and all postage costs are to be covered by you unless the goods are deemed faulty. We recommend that you obtain proof of postage as Houghton Country cannot be held responsible for any items lost during transit back to us. Customers requiring an exchange within the UK will not be charged for the replacement item to be sent out once we have received the original item back. If the sizing is still incorrect and a further exchange is required standard carriage charges will apply. We regret that for international customers there will be carriage charges on all items to be exchanged.

If you have any concerns regarding returning an item to us please email info@houghtoncountry.co.uk.

Returns Department

Houghton Country
The Stables
South Houghton
Heddon on the Wall
Northumberland
NE15 0EZ

Goods returned under complaint will not be accepted unless clean and dry. Health & Safety Act 1972.

This Returns Policy forms part of our Terms and Conditions; if you do not agree with our Returns Policy then please do not purchase from our site.