Frequently Asked Questions
This page contains our most frequently asked questions. If you have a question that this page doesn't answer, please contact us.
How do I shop with Hepburn and Leigh?
Please see our dedicated shopping with us page.
What is your returns policy?
Please see our dedicated returns policy page.
Can I get help and suggestions with products?
Of course! We have a sizing advice section which can help with general queries, a blog which includes frequently asked questions, and each product has an expanded view that includes larger pictures and full written information. If you cannot find the answer to your question, please contact us.
I've just placed an order, but I'd like to purchase another item. Can I add this to my original order?
Because we store as few of your details as possible, we don't have enough information to take extra payments from your card. This is for your security, but it does mean that we can't add to your order once you've placed it. However, you are welcome to place a second order for the extra item(s) that you want to purchase. If you contact us before the orders have left the warehouse, giving your order reference numbers, we may be able to refund one shipping charge and send both orders in one package.
Why do you ask for my contact details?
When you place your order, we ask for a telephone number, an email address and a shipping address.
The shipping address must be a valid postal address. This is the address that we will use to deliver your order. If we notice that the postal address you have given us is invalid or incomplete, we will contact you before we ship your package. However, we do not always know whether a postal address is correct, and it is your responsibility to make sure you give the correct delivery address when you place your order.
Either the email address or the telephone number that you provide must also be valid. We ask for this information so that we can contact you in the event of a problem with your order. We do not pass your contact details on to any third party. It is your responsibility to ensure that we have a viable means of contacting you. If you are ordering from outside the UK, we strongly advise that you provide us with a valid email address, because differences in time zones may mean that we are unable to contact you by telephone.
Why aren't you responding to my emails?
We almost certainly are! Please check your email settings, and your "junk" or "spam" email folders, as our emails do occasionally get redirected. If you have used the contact form to get in touch with us, please be aware that we can only respond to you if you have provided a valid email address. If more than two working days pass without a response from us, please try sending your query as an email to customerservices@hepburnandleigh.co.uk. Emailing us directly ensures that we have a valid email address to respond to you.
In the past, we have experienced particular difficulties when attempting to contact customers with email addresses that end in @bellsouth.net - this email service provider has a particularly strict filter.
You've told me that my order has shipped, but I haven't received it. What should I do?
When your order was shipped, we will have emailed you a unique tracking number of the form AA123456789GB. Please use this number to check the status of your package, either with Royal Mail or by using your own postal service's track and trace service. If you can't find your tracking number, please contact us and we'll do our best to find it for you.
When you track your item, you will be told one of four things:
- The package has been delivered
- Your postal service has attempted delivery, but was unable to deliver your package
- The package has not yet been delivered
- The package has been returned to sender
If the item has been delivered, please check with any other people who live / work at your delivery address. Your package will have been sent by a recorded delivery method, and a signature will have been required on delivery. Please also check that your delivery address was entered correctly when you placed your order. If you created an account with us, you can do this by logging in to your account. If you bought as a guest, you will need to contact us to check this.
If your postal service was unable to deliver your package, please contact them to arrange for a redelivery or collection.
If the package has not yet been delivered, please be patient! Royal Mail does not guarantee delivery dates, and packages can sometimes arrive late. Because we use recorded delivery methods to send every order, it is very rare for our packages to be lost in the post. If your package has still not been delivered after 4 weeks, please contact us.
If your package has been returned to sender, you will need to wait until it arrives back at our warehouse. We will contact you as soon as we receive it, and, depending on the reason for the return, we may require a different delivery address before we re-send your order.