Frequently Asked Questions

Express Delivery (Next Day / Saturday) 

Our Express Delivery service is available from Monday to Friday and will arrive the following day after dispatch. Please note if the order is dispatched on a Friday it will be delivered Monday.

If you have upgraded to our Saturday Delivery service your order will be dispatched on a Friday.

Couriers we use

UK Mail - Oversized Parcels
DPD - Medium / Large Parcels 
Royal Mail - Small letters / Large Letters 

Free UK Delivery (1-2 Days from Dispatch)

Our Free UK Delivery service is our most popular delivery service. There is no minimum order value to qualify.

We have recently upgraded our service to Royal Mail's 24 service, which 95% of the time turns up the following day. 

Please Note: We cannot guarantee the delivery times of Royal Maiil and we must allow a reasonable amount of time for the order to reach you. If it has been more than 10 days since your order left our design studio, please get in touch with our friendly Customer Service team. 

International Delivery

The International Delivery Service we offer enables us to deliver orders worldwide and depending on the country depends how long it will take for orders to arrive. All our services are tracked.

For Europe, we estimated 3-5 days from Dispatch
For Rest of World, we estimated 5-10 days from Dispatch

Please note: International orders may sometimes be held up at customs for longer than our estimated delivery times. Please keep this in mind when waiting for your order and please get in touch if you have any questions.

We appreciate the frustration of not receiving your order on time and that post can be delayed so we ask that if your order has gone passed your expected delivery date, please contact us and we can look into the whereabouts of your order. Please check your order confirmation and delivery address to make sure it has been entered correctly.

We have contracts with multiple couriers depending on what is being delivered and the size/weight of the order. 

Royal Mail
Most items will be sent via Royal Mail on a 24 Service unless you have upgraded to Express Delivery.
Estimated Arrival Date: (1-2 days after Dispatch)

 DPD
DPD is who we use for the majority of our Express / Saturday Delivery orders. 
Estimated Arrival Date: (Next Day after dispatch, unless Saturday delivery which is dispatched on a Friday)

UK Mail
We use UK Mail for some of our oversized items when we are required to send them the next day.
Estimated Arrival Date: (Next Day after dispatch, unless Saturday delivery which is dispatched on a Friday)

Royal Mail International / Courier
Most international orders will be sent via Royal Mail or failing that Courier. All our international orders are tracked and some are signed for depending on the country it is being sent to.
Estimated Arrival Date: (Dependent on Country and service)

Please get in contact immediately and we will try and cancel your order before its sent to production.

Our telephone number is 0203 3557 6035

Our working hours are: Monday - Friday (9.00am - 5.30pm)

Please get in contact by phone as your order may already have been pushed into production.

If you have any queries about a particular product, please send us an email or call us.
info@hydestyle.co.uk
020 3667 3035

As long as you have given us enough notice and before we have dispatched your order this is not normally a problem. However, in our busy periods, this may not be the case as we do not have a tracking system for all our orders and it may have already been processed.

How to cancel your order, or return or exchange a product Contact customer service to let them know you wish to either cancel your order, return or exchange a product.
To do this simply email info@hydestyle.co.uk along with your name and order number in the subject line and a brief message as to the reason for the return. Alternatively contact us by telephone on +44 0203 3667 3035.
If received, package the item up and return within 14 days of contacting us that you wish to cancel, return or exchange a product.
(We recommend you use a signed for delivery with proof of postage)

Return Address
hydestyle.london
Big Yellow Self Storage

Cray Avenue, 
BR5 3PX

As the payment agent we will process the refund directly to your payment card in no more than 14 days after receiving the item back.
 Non Personalised Returns

For all our non personalised products you have 28 days to notify us if you wish to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you received the goods you have ordered.
Please Note: The customer is liable for the postage costs to return a product and is not entitled to a refund on the initial postage cost incurred (if applicable) to deliver the item.

Personalised Returns

Unfortunately, personalised items are unable to be returned to us because of the bespoke nature of the item unless it is faulty or damaged.

Faulty / Damaged Items

We try to make sure every item reaches its recipient in perfect condition. If this, unfortunately, is not the case and the item is damaged or faulty we will either offer a replacement or refund.
Please Note: The customer will not be liable for postage costs for faulty or damaged items. 

Late or Missing Refunds

If you haven’t received a refund yet, first check with your bank to see if the refund is currently pending as it may take some time before your refund is officially processed.
If you have done this and you still have not received your refund yet, please contact us at info@hydestyle.co.uk and we would be more than happy to assist.

Extended Christmas Return Policy

All cancellable goods purchased between 1st November and 22nd December 2019 (inclusive) can be returned in their original condition at any time before 19th January 2020. For all items purchased on 23rd December 2019 or after, our 28-day return policy applies

Replacements are dependant on what is the issue. If personalised wrong by ourselves, damaged or lost in transit we can offer a free replacement. We also ask for photos highlighting the issues with your product. 

If you are entitled to a refund, they are processed immediately after the issue has been resolved. It can then take up to 5 working days to go through. 

Please Note: It will have to refunded back onto the card used and payment type.

We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it.

All non-personalised orders can be returned to this address within 30 days in its original packaging along with your order number please retain the proof of postage for your own records;

GiftsPage Limited
Big Yellow Self Storage

Cray Avenue

St Mary Cray, BR5 3PX
United Kingdom

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions, we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.

We definitely do make bespoke order for customers one-off or for businesses.

Please email us at info@hydestyle.co.uk with the design and order volume and we will get a quote for you.

We're really sorry that you're unhappy with the gift you've ordered. We know how important gifts are and how they need to be perfect, so please get in touch  and we'll try to best to solve the problem

If you are lucky enough to have a discount code, it should be a super simple process to add it to your order. 

It's located on the Shopping Basket page next to the order notes and also on the checkout page. (On mobile it's hidden under view order summary on the checkout page.)

Please note: The discount value is not actually updated until you have reached the checkout page. 

We are sorry you are yet to receive a reply for us yet. We know with personalised gifting every order or query is normally time-sensitive, so we apologies we have gotten back to you yet.

We try to reply to emails within 24-48 hours (Monday to Friday). We don't usually work over the weekend, so if you have messaged late on a Friday or over a weekend it would it be Monday or Tuesday you should expect to receive a reply.

At our busy times of the year, these times might be slightly extended as the number of orders we get significantly increase. Please note: We reply to all orders in date and time order so we will be answering the oldest enquiries first, so please bear with us if you haven't had a reply as of yet.

Helpful Tip

Have you checked your email Junk Folder? Sometimes emails from us automatically get added to your Junk Folder due to a combination of Internet Providers and email client used. So you might have had a reply it might just be hiding, so it's definitely worth checking! 

No, you don't need to create an account to place your order you can pay with either Google or Apple Pay or via PayPal which will create a guest checkout for you. 

If you are wondering what the benefits of creating an account, it allows you to save all your details, so shopping in the future with us is much simpler. You can also track the status of your order and we send your exclusive offers or discount on occasions.

All your details are safe with us and we don't pass them on or sell them to third parties as we value your privacy.

Don't worry. In most cases you will be able to claim the discount as long as the discount code is still valid, we will happily refund the difference.

Please get in touch and we'll see whether your discount code is still valid.