Shipping and Insurance
We only able to deliver to the countries listed in our Shipping Calculator or those accepted upon account creation.
Shipping Costs can be calculated using the Shipping Calculator in the shopping cart.
We ship most packages via Royal Mail or USPS (US-only). Royal Mail deliveries are handled by each country’s national postal carrier upon reaching the delivery destination.
Most orders are processed by our UK office. Orders with a a shipping address in the USA may be transferred to our US office at our discretion to improve fulfilment times.
At our discretion bulk orders may be shipped by a courier service at certain times at no additional charge.
The shipping cost will be added during checkout and will not be reflected in the base item price.
Unfortunately, it may not be possible to combine certain products due to weight, size, or value. Orders cannot be changed or modified once checkout has been completed.
A mandatory insurance charge may be added at checkout to items valued over UKP £200. Please bear this in mind when calculating shipping costs, as insurance will be added at checkout and not reflected in the shipping calculator.
We endeavour to dispatch orders within five working days of receipt of payment. Please contact us if you have not received a notification email within this timeframe.
Please supply an address where delivery can be accepted between 9:00am and 5:00pm, Monday-Friday.
Delivery information will be supplied at time of dispatch. For deliveries made via a courier, please follow the progress of your shipment and contact the courier if any problems arise.
The customer will be liable for any further costs incurred by HUE for any items returned due to nondelivery.
A 5% restocking fee may apply to unclaimed items.
Upon delivery of the goods, the Customer may be asked to sign a Proof of Delivery to acknowledge safe receipt. It is the responsibility of the Customer to ensure that the number of packages delivered corresponds with the number stated on the delivery note. Where a discrepancy occurs or where there is evident damage to the packaging, this should be noted on the Proof of Delivery. HUE shall not be liable for discrepancies or damage evident on delivery where the Customer accepts delivery and signs the Proof of Delivery without amendment.
Please notify us of any shortages or damage via the Contact page within 24 hours of receipt.
Returns & exchange
Fully functioning product: You are entitled to return the product for a refund within a maximum of 14 calendar days after receipt of your order. You will be refunded the price of the product and VAT, provided that the item is received intact and in a re-saleable condition. Return shipping costs will not be refunded unless the item is faulty. Please follow the Returns Procedure outlined below.
Faulty product: HUE is committed to providing our customers with the highest quality products and service. However, on rare occasions, products may be found to be faulty or defective. In such cases we offer the returns facilities described below.
All items are supplied with a one year warranty, unless specifically stated otherwise.
It is the customer’s responsibility to arrange and pay the full costs associated with the return of the product to HUE.
Items should be returned by traceable methods of shipping and adequate insurance cover should be taken out by the customer.
We regret we are unable to ship advance replacements.
HUE does not offer a walk in replacement service.
If a suitable replacement is not available, HUE reserves the right to refund the purchase price of the product, along with the original freight cost. Insurance is non-refundable.
If an item develops a fault within the warranty period, please contact us using the web form on the Contact page in order to obtain a returns form and ticket reference. It's important to include your order details with the request so that we can identify your purchase. Please clearly write the ticket number on the outer packaging of any items being returned. All returns are valid for 14 days from the date of issue of the returns form. Unfortunately, we are unable to process any returns not displaying a relevant ticket number or an expired ticket number.
HUE cannot accept responsibility for returned items which are lost in transit. The customer should, therefore, ensure that adequate insurance cover has been taken out on any product being returned.
I have received a shipping notification but my order has still not arrived; when should I expect it?
Your order will be sent by tracked USPS Airmail or UPS and should arrive within 5-7 working days; usually much earlier. Please note that for large orders, you may receive your order in multiple packages due to the weight limitations of USPS Airmail. At busy times of year there are sometimes delays to Airmail deliveries. Please allow 21 working days before reporting a package as lost in transit.
We despatch UK orders by Royal Mail First Class post, which usually takes 1-2 working days. On some occasions First Class parcels can take up to 14 working days to arrive; if your order has still not been delivered after this much time please contact us for assistance. If you have ordered multiple items for UK mainland delivery, your order may have been sent by a courier service automatically. Our courier service usually takes 1-2 working days to deliver and will require a signature on arrival.
Your order will be sent by First Class Airmail and should arrive within 3-7 working days. Please note that for large orders, you may receive your order in multiple packages due to the weight limitations of Airmail. At busy times of year there are sometimes delays to Airmail deliveries. Please allow 21 working days before reporting a package as lost in transit.
Rest of World
Your order will be sent by First Class Airmail and should arrive within 5-7 working days. Please note that for large orders, you may receive your order in multiple packages due to the weight limitations of Airmail. At busy times of year there are sometimes delays to Airmail deliveries. Please allow 21 working days before reporting a package as lost in transit.
I need an item urgently; is there a faster shipping service available?
At this time, for most destinations we do not have a faster shipping service available. If you are in the UK or USA, please contact us; we may be able to quote for a courier delivery for a small additional charge.
I need to know whether an item is in stock.
All of the products available in the HUE Shop are in stock and ready to ship next working day.
I have been refunded, when should this be processed?
If you have received a refund notification, we will have processed this immediately. In some cases card issuers can take up to 7 working days to process refunds back to a credit/debit card. Paypal refunds should be immediately visible in your online Paypal account.
Do the website prices include taxes?
The website prices are exclusive of all applicable sales taxes for the selected economic region (including VAT). If you are a European business customer, please contact us with your European VAT number to receive a full invoice. Some countries impose their own charges on packages arriving from overseas; please note that we have no way of calculating these charges in advance and customers are responsible for import duties, tariffs, and taxes levied by their country's customs authorities.
How can I return an item?