Operational Update

WE'RE MAKING SOME CHANGES BEHIND THE SCENES



Important information about how this may affect your order.

In April, we're going to be making some big changes behind the scenes to improve our service, delivery and returns processes. In the long run this will enable us to offer you more delivery options, better information on the status of your order and faster returns or exchanges.

Sorry, but as we get our new systems up and running, for a short period of time it will take us longer to process refunds, we won't be able to process exchanges and the dispatch of new orders will be slightly delayed.

Further details on the key dates and how this might affect your order can be found in the table below. There are also some handy FAQs... and as always, if you have any questions or concerns, our Customer Services team is on hand to help.

To allow for these delays, we will be extending our returns policy to 60 days for all orders placed between Sunday 27th March and Monday 2nd May.

NEW ORDERS REFUNDS & EXCHANGES
Orders placed after 4pm on Tuesday 26th April will be despatched from Monday 2nd May. To avoid disruption, any items you wish to return (for a refund or an exchange) need to be received by our warehouse by Friday 15th April. We will not be able to offer exchanges after Friday 15th April until Monday 2nd May.

All returns received after Friday 15th April will be processed on or after Monday 2nd May.

To allow for these delays, we will be extending our returns policy to 60 days for all orders placed between 27th March and 2nd May.
FAQs

About the improvements we're making

Why are there interruptions to hush returns, exchanges and orders?

In April, we're going to make some big changes behind the scenes to improve our service, delivery and returns processes. In the long run this will enable us to offer you more delivery options, better information on the status of your order and faster returns or exchanges.

When could I experience delays?

Sorry, but to avoid disruption, any items you wish to return (for a refund or an exchange) need to be received by our warehouse by Friday 15th April. We will not be able to offer exchanges after Friday 15th April until Monday 2nd May - all items returned for an exchange during this period will be refunded. All returns received after Friday 15th April will be processed on or after Monday 2nd May.

There will also be a short delay to dispatch of new orders placed after 4pm on Tuesday 2nd April and these will be despatched from Monday 2nd May. Please see the table for information on when this could affect you here. We apologise in advance for any inconvenience this may cause you.

When will the improvements be finished so orders can go back to normal?

Our team is working as quickly as they can to get improvements completed, so you can get back to normal! We hope to be operating business as usual in early May, but will keep you updated if this changes via email and our website.

Placing orders

Can I still place a new order?

Yes! However, there will also be a short delay to dispatch of new orders placed after 4pm Tuesday 26th April and these will be despatched from Monday 2nd May. Our team will be doing all they can to get the order to you as quickly as possible. Unfortunately, we also won't be able to offer next day delivery from 4pm Tuesday 26th April to midnight on Monday 2nd May.

Help! I've just placed an order but would like to amend it, is this possible?

We're sorry, but due to the changes we're making, orders placed between Tuesday 26th April and Monday 2nd May inclusive cannot be cancelled or amended prior to dispatch.

Returns and exchanges

How can I avoid my return or exchange being affected?

Sorry, but to avoid disruption, any items you wish to return (for a refund or an exchange) need to be received by our warehouse by Friday 15th April. We will not be able to offer exchanges after Friday 15th April until Monday 2nd May - all items returned for an exchange during this period will be refunded. All returns received after Friday 15th April will be processed on or after Monday 2nd May.

Can I exchange my order during this period?

Sorry, but unfortunately not. Due to the changes we're making we will not be able to offer exchanges on items received in our warehouse after Friday 15th April. All Items returned for an exchange during this period will be refunded on or after Monday 2nd May.

If you would like to make an exchange, you must make sure your order arrives back with hush on or before Friday 15th April or after Monday 2nd May to be processed normally. However, don't worry, we are extending our returns policy to 60 days from Sunday 27th March until Monday 2nd May.

When will I receive my refund?

Items arriving with us for a refund after Friday 15th April will not be processed until Monday 2nd May. Our team will then work as quickly as possible to process your refund.

Will the returns policy be extended over this period?

Yes. Our returns policy is being amended to 60 days for any items purchased from Sunday 27th March until Monday 2nd May.

Where can I get more information?

If you still have questions or need more help you can contact our dedicated Customer Service team. Please bear in mind that they are expecting to be extremely busy over this period, but will do their best to help you as quickly as they can.