*PLEASE CHECK YOUR JUNK BOX FIRST FOR REPLIES FROM HONEYZ AS MOST EMAILS ARE AUTOMATED AND CAN END UP THERE.
*WE ADVISE CUSTOMERS TO CHECK ALL THEIR ITEMS IMMEDIATELY FOR ANY VISIBLE FAULTS SO THAT WE CAN RECTIFY THE SITUATION AS SOON AS POSSIBLE AS THIS MAY NOT BE POSSIBLE MONTHS LATER.
Q: HOW LONG DO I HAVE TO RETURN MY ORDER & GET A REFUND?
A: You have 7 days to contact us via email from receiving your order to request a refund/return. These are normal days (there are no exceptions for working/non working or bank holidays) This is simply to email us. Once accepted, you have a further 7 days to return the item(s) to us. Please check our returns policy for full details. Also, please make sure to check your junk/spam mailbox as our replies may end up in here.
Q: HOW DO I ADD A DISCOUNT CODE?
A: Once you’ve added your chosen items to your cart click checkout. Prior to inputting any details such as email or shipping, you will see “show order summary” at the top in gold. Click on this and the discount tab will appear. Input the code and click the arrow. Your discount will now show as applied.
Q: HOW LONG DOES IT TAKE TO PROCESS & SHIP AN ORDER?
A: Please allow 1-3 working days for orders to be processed. The majority of orders are processed and shipped within 48 hours (excluding weekends & bank holidays) - UK ONLY.
International orders can take up to 5 working days to process & ship.
We do not accept responsibility for undelivered parcels (standard or next working day) if the shipping information completed by customers at the time of ordering is incomplete or incorrect.
Q. HOW CAN I CONTACT CUSTOMER SERVICES?
A. You can contact us using the CONTACT US tab on our website or alternatively at email@example.com. We are available Monday to Friday 9am - 5pm. You will receive a reply within 1 working day. Outside of this timeframe replies can take up to 2 working days. (excludes weekends & bank holidays) We do not allow our staff to work weekends as we believe in a work/life balance so please do not be alarmed if you don’t get a response immediately, we will note the date/time we receive your email request.
Q. WHAT COURIER DO YOU USE?
A. HONEYZ uses Royal Mail Tracked 48 Signed for all our standard & free shipping & Royal Mail Special Delivery for our Next Day Delivery Service. Both of these services are tracked and require signatures.
Q: I'VE SEEN AN ITEM BUT I CANNOT FIND IT ONLINE?
A: If you see an item on our social media pages but can not see it on our website there is a chance the item is out of stock. We understand how frustrating this can be however, we may restock or be replace such items with a similar style. Be sure to sign up to our newsletter in the pop up or on the bottom of each page, this will enable you to receive information on restocks, sales and new arrivals.
Q: HOW DO I TRACK MY ORDER?
A: Once your order has been shipped an email will be sent to you containing tracking information. Additionally, please allow 24-48 business hours for your shipment details to update with our delivery partner Royal Mail - UK ONLY. For International orders our delivery partner is FedEx.
Q: WHAT IS CONSIDERED A FINAL SALE?
A: All Swimwear, Intimates, masks and accessories are final sale. In addition any and all sale items are also final. Refunds and exchanges are not permitted on these.
Q: DO YOU DO NEXT DAY DELIVERY?
A. Yes, but only for the UK, you can select NDD at checkout. These apply to orders made before 3pm Mon - Thurs (excl. bank holidays) orders placed after 3pm will take an extra working day to process & ship. We also offer Saturday delivery for orders placed after 3pm on Thursday but before 3pm on Friday. If Saturday delivery is not chosen, your order will be processed & shipped on the next working day and you will receive it no later then Tuesday.
Example: Order placed before 3pm on Tuesday with NDD will be with you by Wednesday 1pm. An order placed at 5pm on Tuesday will be with you by Thursday 1pm. If you place an order before 3pm on Friday you can choose NDD Saturday and receive it by 1pm on Saturday. If you do not choose Saturday delivery you will receive your order by 1pm Tuesday.
*This does not include days Royal Mail & Postal workers are off. Please do not expect your order to arrive on days they do not work.
Please ensure you choose the correct NDD option at checkout, otherwise you may not receive your order when expected.
Q: WHAT ARE THE SHIPPING COSTS?
A: Standard UK shipping (2 - 5 working days from dispatch) is currently £3.95 and shipped via Royal Mail Tracked 48 Signed. UK Next Day Delivery is shipped via Royal Mail Special Delivery and starts from £8.95. Shipping costs are based on weight and will be confirmed at checkout. Please note we do not refund shipping costs when returning orders for a refund.
Q. CAN I EXCHANGE MY ITEM INSTEAD OF A REFUND?
A. It is simpler & easier for us to issue a refund when your return is received. You can then re-purchase another item(s) / size. This is due to items potentially being out of stock by the time we receive your return.
Q. DO I HAVE TO PAY FOR MY RETURN?
A. Unfortunately we do not currently offer free returns, this is something that may change in the future.
Q: DO YOU DO SAME DAY DELIVERY? (UK ONLY)
A. Yes, we do provide same day delivery for orders placed before 8pm, however this is only available to certain M & SK postcodes. If your address qualifies you will see the local delivery option appear, if not, we're afraid at present we do not offer this service in your area. SDD orders will be delivered before midnight on the same day.
Q: HOW LONG DOES AN OVERSEAS ORDER TAKE TO DELIVER?
A. Overseas order can take up to 21 working days. However, in the current climate this is just an estimate. Real times can be less or even longer depending on the destination and their own customs rules. We do not provide priority shipping for overseas orders.