Payment Methods
We use PayPal as our payment partner. You do not have to have an account with PayPal as you can use most major credit & debit cards.
PayPal doesn’t charge you, the customer, to make a purchase & you can pay using your credit card, bank account or direct from your own PayPal account if you have one.
PayPal & Hive Originals take security very seriously. PayPal uses the latest in data encryption & anti-fraud technology to help keep your information secure, reducing the risk of online fraud. Any queries relating to the PayPal payment method, please email us at sales@hiveoriginals.co.uk.
VAT is charged on all products except Honey which is exempt.
Delivery Options
Unfortunately with online shopping there is the inevitable postage & packaging costs which are unavoidable. At Hive Originals we are committed to keeping these costs as low as possible whilst maintaining our high standards so you can be assured that your shopping experience continues until your products are opened in the comfort of your own home. Therefore we offer the following options as standard. Please feel free to email us at sales@hiveoriginals.co.uk if there is any way in which we can improve this service to you.
Standard delivery within 3-5 working days – £3.95
Orders will be despatched by either Royal Mail or Courier.
The Channel Islands, Isle of Man, Highlands, Scottish Islands or Northern Ireland may take longer than 5 days.
Express delivery (UK only) – £11.00
Orders to UK addresses placed before 12pm Monday – Thursday will be despatched on the same day and delivered the next working day. A signature is required. Orders placed between Friday – Sunday will be delivered on Tuesday.
Due to geographical location, some destinations will take 2 days. These are:
- Channel Islands
- Isle of Man
- Highlands
- Scottish Islands
- Northern Ireland
Collection by prior agreement – £0.00 FREE
This service is reserved for Friends, Family, Acquaintances & those living very close to Devizes, SN10. Please email us at sales@hiveoriginals.co.uk to discuss options. Please note that any collections will be at a time suitable to both parties and no specific time period can be guaranteed.
Please note: we do not dispatch or deliver at weekends or public holidays and are unable to deliver to PO Box addresses. Certain destinations may take a little longer – please see list above.
Delivery instructions
We want to make sure that your Hive Originals goodies arrive safe and sound, so there are a few delivery requests we can’t commit to:
- Leaving parcels over fences
- Leaving parcels on doorsteps
- Putting parcels through windows
- Leaving parcels in bins/bin cupboards or wheelie bins
- Leaving parcels exposed to the elements
Delivery Charges
In cases where we are unable to deliver all the products within your order at the same time, or where there are multiple boxes within your consignment, you will only be charged once for delivery.
Please note that Hive Originals cannot be held responsible for late/failed deliveries for reasons outside of our control i.e. in the cases of adverse weather conditions.
Please note, we do not despatch or deliver at weekends or public holidays and are unable to deliver to PO Boxes.
Cancellations & Returns
Distance Selling Regulations
Under the EU’s Distance Selling Regulations, customers located in the European Union are entitled to a 14 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation must be received in writing within 14 working days; starting from the day after the goods are received. These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original despatch charge. Hive Originals are not liable to cover costs of returning the goods.
If for any reason we have arranged to collect the goods from you, we reserve the right to recover the costs of collection from you.
Returns Policy
Where goods are simply unwanted and notification is received after the 14 day cooling off period, we will be delighted to offer an exchange to the value of the goods within 28 days of you receiving the goods. Hive Originals are not responsible for covering costs of returning the goods.
In this instance, please notify us of your intent to return the goods by email to sales@hiveoriginals.co.uk. Items must be unused and in a perfect resalable condition, accompanied by a valid order reference. Once the 28 day period has passed we have the right to refuse exchanges of any unwanted items.
Should you experience any issues with your order, please contact our us via email at sales@hiveoriginals.co.uk .
Faulty / Damaged Goods
If for any reason the goods you receive are faulty or damaged in any way we will be happy to exchange the items or offer a full refund. Please contact us via email at sales@hiveoriginals.co.uk The damaged product will be replaced with the same item as soon as possible. An alternative product will be offered in cases where stocks are no longer available.
Should a replacement not be required please notify us and we will refund the cost of the damaged products. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for Quality Review investigation.
Where goods are believed to be faulty, please notify us of your intent to return the goods by email. All goods believed to be faulty will be required for Quality Review. Once this item(s) has been received, a Quality Review Investigation will take place which can take 5-7 working days to complete. Correspondence will be made directly with the customer.
Returns Procedure
All returns should be wrapped securely in the same packaging in which the items were originally received.
If the original packaging has been disposed of or is no longer suitable, goods must be wrapped in appropriate packaging to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a refund/ exchange for damages caused by insufficient packaging.
We recommend that returns are made via recorded delivery and/ or that a proof of postage is obtained, in the unlikely event that we do not receive the parcel.
Exchanges will be processed within 3 working days from the date the returned goods are received. Postage charges will be applied for any exchanges; this will be charged at the standard rate.
Where the goods have been received as a gift, items may be exchanged for alternative products.
Where a refund is due, this will be processed onto the credit/ debit which the purchase was made, within 2 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending on the bank.
Gift Vouchers
Gift vouchers may be redeemed online at www.hiveoriginals.co.uk or at Hive Originals’ pop up shops, shows, markets and events. More details about events and locations are listed online. Hive Originals vouchers may only be redeemed against Hive Originals products and they are not valid at third party retailers. If spending the vouchers online, you will be asked to enter a code at the checkout phase – each code is unique and can be found on the reverse of this gift voucher.
Vouchers may be exchanged for goods of a higher price than the face value of the voucher on payment of the difference. All current offers and discounts can be used in conjunction with your gift voucher. Gift vouchers cannot be exchanged for cash. When spending online, the voucher value may also be used to redeem against postage and packing if applicable at the time of order.
Gift vouchers are valid for 12 months from the date of purchase. Any vouchers not used by their expiry date are deemed void. Gift vouchers should be treated as cash. Hive Originals will not accept liability for lost, stolen or damaged vouchers. Hive Originals reserves the right to amend the terms and conditions of gift vouchers at any time and to take appropriate action, including the cancellation of the voucher, if, in its discretion, it deems such action necessary. This does not affect your legal rights.
Contact Us
Our registered company address is: Hive Originals Ltd, Oakley House, Tetbury Road, Cirencester, Gloucestershire. GL7 1US. Company registration number 08622804.
Our postal address is: Meadow Barn, Manor Farmyard, Coate Lane, Coate Nr Devizes, Wiltshire. SN10 3LP. Tel (01380) 562008
