*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.
Q. HOW CAN I CONTACT CUSTOMER SERVICES?
A. You can contact us using the CONTACT US tab on our website or alternatively at firstname.lastname@example.org. We are available Monday to Friday 9am - 5pm. You will normally receive a reply within 3 hours. Outside of this timeframe replies can take up to 48 hours. (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 2nd Class 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 2nd Class. 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.
Items bought on HONEYZ.COM will be eligible for a refund within 7 days of the delivery date. You must contact us within 7 days if you want a refund, after this you will receive a gift card to the value of your return. These are normal days, there are no exceptions for working/non working or bank holidays) This is simply to email us. All merchandise must be received back in it's original form. Clothing must not be worn, altered, damaged, free of stains, odors, self tanner, pet hairs, or distinct smells including deodorant and perfume. Refunds will be issued in the same form of original payment type, excluding shipping and handling costs. All security ribbons and tags must be attached when returned. If you remove any security ribbons or tags we can not accept your order back in any circumstance. If you return items that have their tags and/or security ribbon removed, these will be returned to you.
Please note that all Clearance items, Masks, Accessories, Swimwear, and Intimates are Final Sale.
In the event your item(s) is damaged or defected, please contact us within 24 hours from the date of delivery and we will gladly process a return. Any international returns received later than 60 days from the order date will be returned back to the sender.
FAULTY ITEMS: If any of your items are faulty please email us immediately with images so that we can take care of this. We don’t open each packed item so unfortunately these things can happen. We would expect you to inform us in a timely manner (1-5 days after receiving your order) PLEASE NOTE: if you contact us about an item being faulty after this period or in excess of 30 days or more of having received the item we will not be able to issue an exchange or refund.
MAKEUP/FAKE TAN: If you return item/s for a refund that have been soiled with tan marks, makeup or any other stains meaning we can no longer resell these, you will NOT BE REFUNDED. You will receive a link to have the item/s reshipped to you. In the event that you do not want the item/s back or dispute knowledge of any marks we will hold your item/s for 28 days & then donate them to a local charity. Please note all our items are checked & rechecked under CCTV before dispatch.
EXCHANGES: We do not offer exchanges. We can refund your item/s and you may re-purchase another size / colour if you wish, subject to stock availability. If your item is out of it's refund period then we may cater to your exchange request provided that the request is made within 14 days of delivery, this is at company discretion and may not always be the case. Unfortunately, if it is out of the 14 day time period, we can not do anything.
Want to return your items? It's as easy as 1,2,3! Follow the steps below to ensure you have a successful return.
1. Ensure your item(s) are refundable. Contact us within 7 days via email. Once the return is accepted you have 7 days to return it to us. All items must be unwashed, unworn and free of any stains or odors. All security ribbons & tags must be in place. Item(s) must not be final sale.
2. Email us at Help@Honeyz.com with your order number in the subject heading and reason for your return within 7 days. Once accepted you will be emailed our returns address. (PLEASE CHECK YOUR JUNK / SPAM BOX FOR REPLIES FROM US) You may send it using any courier of choice. We suggest using a traceable service as we will not be held liable for parcels that are lost en route back to us. Standard Royal Mail 1st / 2nd class will suffice. We do not recommend using PARCEL FORCE as many customers have experienced issues with lost parcels & not allowing shipping to PO BOX addresses. However, this is entirely up to the individual as we do not cover postage for returns. Please note that if we do not receive your returned parcel, it is the customer’s responsibility to chase this up with their chosen courier to obtain proof of delivery.
3. Once we receive your return, your parcel will be processed within 1-3 business days. An email will be sent to you to confirm your refund.
Have more questions? See below for our Frequently Asked Questions about processing a return.
Is my item refundable? Yes, however some exclusions may apply. We gladly accept returns within 7 days from the date of delivery. Note; item(s) must be in brand new condition, free of any stains or odors. Our full store policy can be read by clicking here. Final sale items include swimwear, intimates, masks, jewelry and accessories. Orders returned after 7 days will be issued with a gift card (subject to Honeyz acceptance & discretion) we do not refund postage.
Can I exchange my item instead of a refund? 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.
Do I have to pay for return postage? Unfortunately we do not offer prepaid return labels at this time. You may use a carrier of your choice to ship your item(s) back to us. We do suggest obtaining a tracking / reference number for your shipment as we are not held liable for parcels that are lost en route back to us. We do not recommend using parcel force as many customers have experienced issues with lost parcels.
How long does it take to process my refund? Your refund will be processed within 1-3 business days of us receiving your parcel. The refund will go back in the original form of payment used to place your order. A confirmation email will be sent to you once the refund has been processed.
When will I see the funds back into my account? Refunds do require roughly 1-3 business days to process with us however, we do suggest contacting your financial institution for more information on when the amount will show in your account. Each bank does have varying processing times.
Require more assistance? We're happy to help! Simply send us an email at email@example.com. You will receive a response within 24-48 business hours.