Information
About your Order
Our products are manufactured either by Contrado, Teemill or are printed in-house. Everything is made to order with a strong focus on product quality, great service and speedy delivery. Contrado have been producing sustainably and ethically made products in London since 2002 and Teemill have been in business since 2008. Both businesses aim to dispatch their products with 1-2 days although some items such as the Hoodie blankets from Contrado may a bit take longer. At the Hound Lounge we believe strongly in the ethos of both our production partners. Sustainability, good working conditions for all employees with a good quality end product.
Delivery
Currently we are only able to ship our greetings cards world-wide. We do ship our wider range to most countries around the globe but as the shipping zones are determined by our production partners we may not be able to ship to your location.
Depending on which of our production partners will be fulfilling your order will depend on the shipping method but most our items are shipped via Royal Mail. Some of the larger items might use a courier.
Our UK delivery rate is £1.70 for greetings cards and £3.95 for all other
items under £50. For orders over the value of £50 we deliver free of charge.
EU delivery is £3.20 for greetings cards and £14.99 for all other items.
Worldwide delivery is £3.20 for greetings cards and £23.99 for all other
items
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be ligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, please get in touch with us using our contact form. Items sent back to us without first requesting a return will not be accepted. We can only accept returned goods if they are sent using Royal Mail 'Signed For' or
similar recorded delivery. This will give you proof of delivery. The cost of the return postage is the responsibility of the customer except in the instance that the items are faulty or damaged.
Faulty or damaged items.
We want you to be happy with your order; we are determined to have every purchase result in a happy customer. Because everything at The Hound Lounge is custom made, there is some potential for human error. Usually, any faults will be picked up prior to dispatch.
However, in the rare case that something does slip through then please let us know immediately. If your item is faulty, damaged or if you received the wrong item let us know either using our contact form or email us directly at pointynoses@thehoundlounge.shop
Please quote your name and order number.
You will need to meet the delivery costs of returning the products and we will refund the postage once the item in question is checked. If there is a fault in the manufacture or the item has been damaged then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.
Exchanges & Refunds
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. As with all returns, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us.
