Shipping, delivery, returns & refunds

Useful stuff that you might want to know…

Important note: please see our order processing times below.

Please allow 5 working days for delivery. If it doesn’t appear, please get in touch with me.

Free UK delivery*

UK orders totalling over £50 (not including any discounts or shipping costs) are delivered for free. This service will take between 3 and 5 working days and is not insured or tracked and does not require a signature. The maximum weight limit is 5KG.

* Please note: Furniture, bulky or heavy items are not covered by free UK delivery.

Hermes 2 to 3 working days delivery

This service is tracked and does not require a signature. Compensation is up to £50.00. The weight limit is up to 2KG.

Royal Mail Special Delivery by 1pm

This service is tracked and does require a signature. Compensation is up to £500.00. The weight limit is up to 0.5KG.

DX24 Courier 1 to 2 working days

This service is tracked and does not require a signature. Compensation is up to £20.00. The weight limit is up to 10KG. We recommend this service for heavy items.

Heavy Items Courier 3 to 5 working days

This service is tracked and may require a signature. We will choose the most appropriate courier for the item(s) being shipped.

Order processing times

Once payment has been processed we aim to ship all orders within two (2) working days of receipt although our goal is to ship orders the same day if received before 12:00. Working days for us are Monday to Friday (not including UK Bank / Public Holidays).

Orders that cannot be delivered

If your order cannot be delivered (for reasons beyond our control such as nobody home or item too big for letterbox etc.), a card should be left to notify you of the delivery attempt (though this may not happen if the delivery address is a block of flats, if the address is protected by an intercom entry system or if there is no obvious letterbox). The card will contain details of how to re-arrange delivery. After 5 working days from the first delivery attempt, if the order has not been delivered or collected, then the goods will be returned to Higher Desire and you will need to contact us to re-arrange delivery and this may be subject to an additional charge.

Delivery to a safe place

Some couriers will deliver to a safe place that you designate. You can leave an order note at the bottom of the checkout with your instructions and we will ask the courier to use these. There are no guarantees that these instructions will be followed. Royal Mail will not deliver to a safe place and require a signature for all deliveries.

Packaging & sustainability

Wherever possible we use sustainable packaging for all orders shipped from our online store. All our shipping cartons, paper bags, delivery notes and leaflets can easily be recycled either with your domestic recycling collection or at any recycling point. Where possible our packaging has also been made from previously recycled materials.

To protect the contents of larger orders we use Biofill – this is an environmentally responsible natural packaging material made from starch that is 100% biodegradable, fully compostable and is manufactured from annually renewable sources such as wheat or vegetable starch. These protective chips are designed to mould around products to keep them safe in transit – they are light, economical, clean and odour free.

Returns & refunds

Higher Desire wants you to be happy with your new purchase. However if you need to return an item we are here to help.

We guarantee our products for twelve (12) months from the date of purchase. In the unlikely event of one of our products failing we will exchange the product for you or, if you wish, give you a full refund.

Within fourteen (14) days of receipt of your order, you may return any unused / unopened items for a full refund or exchange. Goods must be completely unused and in a saleable condition.

Because of the nature of the items we sell, we don’t accept returns unless (of course) the item is faulty. For this reason, please carefully check clothing sizes, toy dimensions, allergy advice etc. prior to purchase.

If there is something wrong with anything you’ve purchased, please, please contact me using the contact form on this website and I will do whatever I can to put things right. If an item needs to be returned to me, I will cover your return shipping using a label, so please contact me first to arrange this.

I want you to be thrilled with your purchase in every way! I’ve put care and time into selecting and making these items for you, and I hope that this is conveyed to you by my descriptions, photos, and packaging. If you have feedback, I want to hear it, because without your feedback I can’t grow and improve.

The UK’s Consumer Contracts Regulations require that you provide written notice of cancellation (i.e. you wish to return the goods) within fourteen (14) working days. Goods do not have to be returned within this period for you to secure a refund. A refund must be made within fourteen (14) days of the receipt of your written cancellation, but we may delay refund if we have not received the cancelled items or sufficient evidence they have been returned. If items have been sent by a non-standard delivery method requested by the customer, the additional cost for this non-standard delivery will not be refunded.

How to Return a Product
To return an item, first please contact us for a returns number and a pre-paid returns label (where applicable).

Then wrap your goods securely and please print-off and include your original confirmation email or shipping email with your return. Alternatively please indicate your order number on a separate piece of paper.

To help us improve our service we would appreciate it if you could indicate the reason for returning your purchase.

If you are not using a pre-paid returns label then you can return your product(s) to this address:

Higher Desire Returns
Slew Wood
Broadwoodwidger
Lifton
Devon
PL16 0ER

For your protection, we strongly recommend that you use an insured recorded delivery method as we cannot be liable for any returns not sent using our pre-paid returns label.

Refunds
If you decide to return a product to us, or if you have a faulty product and wish to have a refund instead of an exchange, we will notify you via email of your refund and we aim to do this within fourteen (14) working days.

The refund will go to your original payment method, so for example if you paid for your goods by card then we will refund your money back to that card, or if you paid using PayPal, then we will refund you via PayPal.

Important: We can only refund shipping costs if the return is a result of our error or if you are returning a faulty product. We can only process returns and refunds for items purchased directly from higherdesire.co.uk.
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