Customer Service
THANK YOU FOR CHOOSING HAIL THE VILLAINS
Below you will find all of the necessary information we have to provide to you. Some of it very useful - some of it boring, but as mentioned - necessary. Should there be anything we have missed out or you would like to know - drop us a message in the Contact Page.
TERMS AND CONDITIONS
By using our Website, E-commerce facility or by placing an order it is deemed that you have read, understood and agreed to be bound by our Terms and Conditions
Pricing and Availability
Although every effort is made to ensure that Prices on our Website are correct and that stock levels are accurate, Prices and Availability are subject to change without notice. If an item is out of stock we will try to inform you of this at the earliest possible point.
Payment
We use a secure server and process Credit / Debit Card payments through Stripe encrypted payment facility -
Our Payments Partner.
You can also pay using PayPal. PayPal is also a secure payment method you can use to make a payment online.
CLEARPAY - “Clearpay lends you a fixed amount of credit to allow you to pay for your purchase over 4 instalments, due every two weeks. To be eligible for credit from Clearpay, you must be a permanent UK resident (excl Channel Islands), aged 18+. Further eligibility criteria and T&Cs apply. Clearpay Finance Ltd. Make sure you can make your repayments on time by each due date to avoid late fees. Not paying on time will lead to a late fee of £6 and, if your order is worth more than £24, a further late fee of £6 if it is still overdue after 7 days. The total amount of late fees you may be charged will depend on your order value. If you fail to pay on time, your Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future.
We encourage you to use Clearpay responsibly.”
Worthwhile note regarding GDPR –
our payments partners CLEARPAY, PAYPAL & STRIPE are all GDPR compliant and only process your payment securely via your preferred payment method. None of your personal data is stored for longer than necessary. For information on how long your data is stored (not longer than one tax year) and exactly what is stored please email us at info@hailthevillains.com
Delivery
We endevour to post deliveries within 48 hours of order - although sometimes our delivery time can be interrupted by situations outwith our control ie Bank Holidays. Please allow 4 working days minimum for delivery before contacting ourselves to querie order. In the event of a Pre Order Please allow 3 days from alloted delivery date before enquiring
If an item is out of stock and there is likely to be any extended delivery time we will advise at the earliest opportunity that this is the case.
All of our deliveries are carried out by Royal Mail.
We offer First and Second Class Tracked Delivery at the rate set by Royal Mail and also Special Next Day also at the rate set by Royal Mail. Should you wish the Special Delivery Option please order before 2pm to guarantee a faster service.
We ship worldwide at a low cost flat rate - in line with Postal Charges set by Royal Mail for your country- with the option of tracked delivery. Should your international delivery cost substantially less than you have paid - we will issue you a partial delivery fee refund.
Currently due to Coronavirus / Covid 19 customers are experiencing delays. Should you wish more information please get in touch of head to www.postoffice.co.uk for all service updates for the UK, Europe and International
Should your international delivery cost substantially less than you have paid - we will issue you a partial delivery fee refund.
All of our deliveries are carried out by Royal Mail.
Packaging
All products bought from Hail The Villains, are supplied with packaging as part of the product. All packaging may vary, as new ranges or styles are introduced, is subject to availability. If a product is returned to us for any reason the packaging must be in perfect condition in order for us to accept a return (other conditions also apply- see returns policy)
Competitions / Promotions
From time to time, we run awesome competitions through our Facebook Page @HailTheVillains. This Customer Service page is where we will post the full Terms and Conditions
PROMOTIONS / DISCOUNTS AND SALE ITEMS
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Should a promotion be active it will run online on www.hailthevillains.com while stocks last. Hail The Villains reserves the right to extend or shorten the Promotion Period at any time
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SPOOKY SALE PROMO AUTUMN 2022 Use Code SPOOKY - Lowest priced item free and automatically deducted. Can purchase several items in this deal, if so then the lowest items will be free per 2 items purchased. Can mix deal between Jewellery and TShirt Sale.
ONLY ONE PROMOTIONAL CODE WILL WORK IN A SINGLE TRANSACTION. SHOULD YOU BE LUCKY TO HAVE FOUND MORE THAN ONE OF OUR AMAZING DISCOUNT OR PROMO CODES THEN.....CHOOSE WISELY!
WEBSITE USAGE
The terms and conditions that apply to our Website also apply to our company Social Media pages and accounts. Terms and conditions of use exist for external Websites and services linked to from Hail The Villains and should be viewed and accepted before use.
GDPR
We are a GDPR Complaint Business and we take the processing of every order and your details seriously. We do not hold data for longer than one tax year. We have a secure server via our website provider WIX – who are also GDPR compliant.
Some of our licensed products come straight from the supplier, this supplier only receives order and delivery requirements for fulfillment purposes only.
As above our Payments Partners CLEARPAY, STRIPE & PAYPAL are GDPR Compliant.
We have a mailing list for marketing purposes – should you be on this list it is because you opted in via our subscriber service or are a customer. Should you wish to stay on the list (as a previous subscriber) or be removed please click here- www.hailthevillains.com/staywithhailthevillains
If you have any questions regarding any of our services or GDPR please email us on info@hailthevillains.com
RETURNS POLICY
If you are not entirely satisfied with your purchase, we're here to help.
Please email info@hailthevillains.com with a request to return an item - including your order number / code and any other relevant information
You have the right to withdraw from a purchase within 14 days of the point of receiving the order (cooling off period). This is in-line with Scottish law and distance selling regulations.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.
Exchanges
Can only be for a different variation of the same product and availability is not guaranteed. Your replacement item will be sent to you upon receipt of the original item being returned. If an item has been reduced in price there will be no credit.
Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item.
Please bear in mind when trying on an item of clothing - do not wear strong smelling perfume / deoderant or allow makeup to be transferred on. Should an item be returned to us spoiled by odour or make-up - they are deemed ineligible for a refund.
If your return is approved, we will initiate a refund to your credit card.
If a promotional discount was applied to your original order, the amount charged and eventually refunded if necessary will be adjusted to allow for the revised order value and appropriate discount level.
For CLEARPAY please follow our standard returns procedure. One your return has been accepted and received by Hail The Villains will the refund process begin. Please note, refunds for Clearpay will be refunded from Hail The Villains to Clearpay and we cannot provide an exchange or cash refund. As soon as the refund has been processed it will drop into your online Clearpay account. This could take a little longer due to
You will receive the credit within a certain amount of days, depending on your card issuer's policies
Shipping Your Return
You will be responsible for paying for your own shipping costs for returning your item. Original Order Shipping costs are non refundable.
If you receive a refund, the cost of return shipping will be deducted from your refund.
You will be responsible for paying for your own shipping costs for returning your item. The item being returned remains your responsibility until it has been delivered and in the possession of Hail The Villains - Therefore we advise you obtain a proof of posting certificate from the Post Office when posting.
Items Not Eligible
Earrings (due to hygiene)
Your statutory rights are not affected.
