FAQ's

What is our Returns policy?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt / proof of purchase.

Items must not smell of perfume or food or similar, any items returned in this way will be returned to the customer. 

Please return your item to:

Victoria Jenner, Field Farm Bungalow, Ewen, Cirencester, Gloucestershire GL7 6PZ

Personalised & customised items where designs have been amended as per customer choice and are non-returnable/non-refundable.

Postage is not refunded.

Sample Sale items are non returnable & non refundable.

Sizes are approximate and as described by our manufacturers' guidelines, therefore it is the customer's responsibility to ensure they choose the correct size based on the sizing guidelines.  If you are unsure you can contact us via email and we will happily advise further.

Faulty items - please email us with photos of the fault and we can provide more information upon receipt.

IMPORTANT- Please include the following when returning any item:

Full name, delivery address, order number, email address, reason for return

Failure to include the above will cause a delay.

If you are exchanging - Please enclose £4.00 for return delivery or send via Paypal using victoria@stitchedequestrian.co.uk - cheques are not accepted.

Please contact us if you have any problems with your order and I will do my very best to help

Email: hello@houseofhoopla.co.uk

    You can find our full policy on our 'Refunds Policy' page and under 'Returns' in the footer menu.

    Are there any charges for return?

    Unfortunately, we do not currently offer a free returns or collections service, any items that are to be returned are the buyers responsibility until they reach us. 

    Under the Distance Selling Regulations, the buyer is under obligation to take Reasonable Care of the items whilst in their possession. We recommend returning via a Signed For Service and obtaining a proof of postage.

     How soon will I get my refund?

    • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    • If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment.

    Can I cancel my order?

    Unfortunately we are unable to add to or amend orders once they have been processed.

    Faulty Items?

    Oh no! We’re really sorry you have received a faulty item.  Please get in touch with our returns team with the details and photos so we can get this sorted for you, email hello@houseofhoopla.co.uk

    Received the wrong item?

    Sometimes you might get an item that you didn’t order.  It doesn’t happen often but if it does please get in touch with us at hello@houseofhoopla.co.uk  We will obviously cover the return costs and send out a replacement free of charge!

    When will you dispatch my order?

    We will aim to dispatch your order within 7 working days.  This lead time will increase during promotional sales and new product launches.  You will always receive a dispatch email when your order has left our HQ.  Orders are sent via Royal Mail First Class or you can upgrade to Special Delivery. .

    Can you combine my postage?

    We cannot combine postage on multiple orders.

    How long will my order take?

    We dispatch all orders via Royal Mail First Class or Special Delivery if you upgraded.  We can only go by the Royal Mail guidelines on deliveries and due to the global pandemic orders can longer to arrive.  Once the parcels have left us, we are at the mercy of Royal Mail and can not be held responsible for delays beyond our control.

    I haven’t received my order?

    If you have not received your order, we would ask to you wait 10 days before getting in contact with us.  If you item has not been received after 14 days, we will open a claim with Royal Mail and look to send you a replacement.  Royal Mail are working incredibly hard to deliver parcels, but the reality is, there are delays.

    International Orders

    House of Hoopla is based in the UK.   If you live in a county where duty is payable on goods purchased from the UK, then please note this is not included within the cost of the item.  You are responsible for the duty and customs that may become payable.

    We are not responsible for custom delays.

    Out of stock?

    Please sign up to our back in stock notifications on our product page to keep up to date with when we release stock.

    Size Guides

    If you are unsure about size please check the size guides in the product description.  The customer reviews on our website may also give you a better indication of which size to go for.