Returns & Refunds

We hope you are happy with everything you buy from Hare & Hawthorn. If something isn't quite right, the information below explains what you can return and what to do next.

Our returns policy is different depending on whether you bought your item in our Coleraine shop or online.

Nothing in this policy affects your legal rights if an item is faulty, damaged, not as described or not fit for purpose.

Purchases made in our shop

If you change your mind about an item bought in our shop, you can return it within 14 days of purchase for an exchange or Hare & Hawthorn store credit.

We do not offer cash or card refunds for in-store change-of-mind returns.

A valid receipt or gift receipt must be provided. We cannot offer a refund, exchange or store credit for an in-store purchase without valid proof of purchase.

For a change-of-mind return, the item must be in its original, saleable condition. It must be unused or unworn, with tags and original packaging where applicable.

You can exchange your item for any eligible item in Hare & Hawthorn. You do not have to choose something from the same artist or maker.

If the new item costs more, you can pay the difference. If it costs less, the remaining amount will be issued as Hare & Hawthorn store credit.

Gifts bought in our shop

If you're buying a gift, please ask us for a gift receipt when you make your purchase.

Items bought as gifts can be returned within 28 days of purchase for an exchange or Hare & Hawthorn store credit.

We do not offer cash or card refunds for gift returns.

A valid gift receipt or original receipt must be provided. The item must be in its original, saleable condition, unused or unworn, with tags and original packaging where applicable.

If the recipient chooses an item that costs more, they can pay the difference. If they choose something that costs less, the remaining amount will be issued as Hare & Hawthorn store credit.

Sale items are excluded from our gift return policy.

Sale items bought in our shop

Sale items bought in our shop are final sale and cannot be returned or exchanged because you have changed your mind.

This also applies when a sale item has been purchased as a gift.

Your legal rights are not affected if a sale item is faulty, damaged, not as described or not fit for purpose.

Purchases made online

When you shop with us online, you normally have the right to change your mind and cancel your order within 14 days of receiving it.

Please email us at admin@hareandhawthorn.co.uk to tell us that you wish to cancel or return your order. We will give you the information you need to return it.

Once you have told us that you are cancelling, you must return the item within a further 14 days.

Returns should be sent to:

Hare & Hawthorn
19 Bridge Street
Coleraine
Co. Derry
BT52 1DR

For a change-of-mind refund, the item must be returned in a saleable condition, allowing for the reasonable handling needed to examine it.

You may examine an online purchase in much the same way as you would if you were looking at it in our shop. If an item has been used or handled more than is reasonably necessary and this reduces its value, we may reduce the refund to reflect the loss in value.

We will not process an online change-of-mind refund until the item has been returned to us, or you have provided evidence that it has been sent back.

Return postage for online purchases

If you return an online purchase because you have changed your mind, you are responsible for the cost of returning it to us.

We recommend using a suitable postal service and keeping your proof of postage.

When you cancel an eligible online order, we will refund the price paid for the item and the cost of our standard delivery service.

If you chose a more expensive delivery option, such as express delivery, we do not have to refund the additional cost above our standard delivery charge.

If an item is faulty, damaged or incorrect, please contact us before arranging a return. Where you are entitled to return the item, we will cover the reasonable cost of returning it.

Sale items bought online

Buying an item in our online sale does not remove your normal online cancellation rights.

Eligible sale items bought online can therefore be returned under the online returns terms above.

Your rights if a sale item is faulty, damaged, not as described or not fit for purpose are also unaffected.

Items that cannot normally be returned because you have changed your mind

Some items are excluded from change-of-mind returns. These include:

• items made to your specifications, including bespoke or clearly personalised pieces

• perishable items

• sealed goods that cannot be returned for health or hygiene reasons once the seal has been broken

These exclusions apply to change-of-mind returns. They do not remove your legal rights if an item is faulty, damaged, not as described or not fit for purpose.

If you are unsure whether an item can be returned, please email us at admin@hareandhawthorn.co.uk.

Faulty, damaged or incorrect items

If something has gone wrong with your purchase, please contact us as soon as reasonably possible.

This includes items that are faulty, damaged, not as described, not fit for purpose or different from what you ordered.

If an online order arrives damaged, it is helpful if you can send us photographs of the item and packaging so we can see what has happened.

For faulty goods, your rights are protected by consumer law.

If goods are faulty, you normally have a 30-day right to reject them and receive a full refund. After 30 days, you may have the right to a repair or replacement and, in some circumstances, a refund or price reduction.

These rights apply to full-price and sale items. They can also apply to bespoke and personalised goods.

Our 14-day and 28-day change-of-mind periods do not limit these rights.

Refunds

Where you are entitled to a refund, we will refund you using the original payment method unless another method is agreed with you.

For eligible online change-of-mind returns, we may wait until we receive the item back, or until you provide evidence that it has been sent back, before issuing your refund.

Refunds will be made within the times required by consumer law. Your bank or card provider may take additional time to show the refund in your account.

Gift cards

Hare & Hawthorn gift cards can be used both online and in our Coleraine shop.

Gift cards are sent by email with a unique code and QR code. They can be added to a compatible phone wallet or printed and brought into the shop.

Hare & Hawthorn gift cards are valid for 12 months from the date of purchase. Any remaining balance must be used before the expiry date. 

Gift cards cannot be exchanged for cash.

If you purchase a gift card online and wish to cancel it, please contact us at admin@hareandhawthorn.co.uk. Your legal cancellation rights are not affected by this policy.

If you return an item that was paid for using a gift card, any amount due will normally be returned to the gift card or issued as Hare & Hawthorn store credit, unless your legal rights require a different form of refund.

Please keep your gift card code safe, as anyone with access to the code may be able to use the available balance.

Exchanges

For eligible in-store returns, you can exchange your item for another eligible item in Hare & Hawthorn.

If the new item costs more, you can pay the difference. If it costs less, the remaining value will be issued as Hare & Hawthorn store credit.

For online purchases, please return the original item under the online returns process and place a new order for the item you would like instead.

Questions about a return?

If you're unsure about anything, please get in touch and we'll be happy to help.

Email: admin@hareandhawthorn.co.uk

Hare & Hawthorn
19 Bridge Street
Coleraine
Co. Derry
BT52 1DR