Contact Information

If you have any questions regarding delivery, returns or refunds, please contact us:

Hog the Oven
A trading name of SHJ Retail Ltd
128 City Road
London
EC1V 2NX

Email: contact@hogtheoven.co.uk
Telephone: 0330 122 5969

Delivery

Order Confirmation

Once you place your order, we will pre-authorise your payment card; however, your card will not be charged immediately.

We will first contact our supplier to confirm that the product is available for immediate dispatch. Once availability has been confirmed, payment will be processed and your order will be dispatched.

If there is any delay, such as a product being temporarily out of stock or on backorder, we will cancel the pre-authorisation and contact you to discuss your options.

Order Dispatch & Delivery

For products that are in stock and available for dispatch, orders are typically dispatched within 5 working days of payment being processed.

Tracking information will be sent by email within 24 hours of dispatch where applicable.

If you have not received tracking details within 6 working days of placing your order, please contact us at contact@hogtheoven.co.uk and we will be happy to assist.

Damaged Deliveries

Please inspect your order carefully upon delivery.

If an item arrives damaged, we recommend noting the damage with the courier and contacting us as soon as possible. Please provide clear photographs of the damaged item and packaging by emailing contact@hogtheoven.co.uk so we can investigate and resolve the issue promptly.

Cancellations

You may cancel your order before it has been dispatched for a full refund.

Orders cancelled more than 48 hours after being placed may be subject to deductions where costs have already been incurred, including supplier processing fees, shipping charges or administration costs. Any applicable deductions will be clearly communicated before a refund is processed.

If an order has already been dispatched and you wish to return it, you may do so in accordance with our 30-day returns policy. Approved returns are eligible for free return shipping.

All refunds will be issued to the original payment method used when placing the order.

Returns

30-Day Return Policy

You have 30 days from the date of receiving your order to request a return.

To be eligible for a return, items must:

• Be unused and in their original condition
• Be returned in their original packaging
• Include proof of purchase or order confirmation

To request a return, please contact us at contact@hogtheoven.co.uk.

Please do not send items to our registered office address. The appropriate return address and instructions will be provided by our customer service team once your return request has been approved.

Items returned without prior authorisation may not be accepted.

Free Returns

We offer free returns on eligible items within our 30-day returns period.

To arrange a return, please contact our customer service team. Once your return request has been approved, we will provide return instructions and advise you of the appropriate return method.

Items must be returned unused, in their original condition and packaging, and accompanied by proof of purchase.

Returns may be refused if items are returned outside of our returns policy or are not in a resaleable condition.

Damaged, Faulty or Incorrect Items

Please inspect your order upon receipt.

If you receive a faulty, damaged or incorrect item, contact us immediately at contact@hogtheoven.co.uk with photographs where possible. We will assess the issue and work with you to provide an appropriate resolution, which may include replacement, repair or refund.

Non-Returnable Items

The following items cannot be returned unless faulty:

• Personalised or custom-made products
• Special-order items
• Perishable goods
• Gift cards

If you are unsure whether your item is eligible for return, please contact us before placing your order.

Exchanges

The quickest way to exchange an item is to return the original item (subject to approval) and place a new order for the replacement product.

European Union Cooling-Off Rights

For orders delivered within the European Union, customers have the right to cancel or return their order within 30 days of receiving the goods without providing a reason.

Returned items must be unused, in their original condition and packaging, and accompanied by proof of purchase.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within 10 business days.

Please note that banks and card providers may require additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us at contact@hogtheoven.co.uk.