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FAQs

Help & Information

 

Questions About My Account

How do I register for an account?

To create a Hogies Online account, please click here. Then, simply fill out the form with your details, ensuring to enter your information in the mandatory fields marked with *. Once you have done this, click ‘create account’. You will then receive an email confirming you are registered and you can begin shopping with us. 

How can I change my account details?

To change your account details, navigate to your account settings. Here you will be able to update your information, as well as create a new password. Once you have chosen your new details, simply click ‘update details’. A message will then display to let you know your details have been updated successfully.

I’ve forgotten my account password - what can I do? 

If you have forgotten your password, head to the sign in page and select ‘forgot your password?’ Here you will be prompted to enter your account login (your email address) and click ‘reset password’. You will then be sent an email which will contain further instructions on how to reset your password.

How do I unsubscribe?

When creating an account with us, you won’t be automatically added to our email list. If you have opted in to receive emails from us and you wish to unsubscribe, you will find a button at the bottom of each email which includes instructions on how to do so. Alternatively please email our customer service team on info@hogiesonline.co.uk

 

Questions About Orders

How do I place an order?

Placing an order with us is really simple. Just log in to your account (checkout as guest option is also available) and simply click ‘Add to Cart’. This can be done on an individual product page, or on the category page for a quicker checkout process. Once you have added the item to your cart, click the basket icon to view all items you’ve selected. Here you can enter a voucher code or a gift card if applicable and then click checkout. At this stage, you will fill in your billing & shipping details and once complete, you will receive confirmation of your order.

Can I make changes to my basket?

Yes you can. Click on the basket icon in the top right corner and you will see the item(s) that you currently have in your basket. Here you can remove the items, or add more or less of the same item using the quantity toggles. 

How will I know when my order has been dispatched?

We will send you an email to notify you when your order has been shipped. 

What is the status of my order?

Your account settings page makes it simple for you to check the current status of all active and previous orders. 

Can I make changes to my order? 

Unfortunately, once your order has been placed we are not able to make any changes to it. If you wish to cancel your order so that you can place a new one, then you will need to contact us as soon as possible, but we may have already begun to process your order. If we have already processed your order, you will need to follow our returns policy.

Can I cancel my order?

We are sorry to hear that you wish to cancel your order. If you realise you have made a mistake with your order and wish to cancel, then please contact us as soon as possible by calling 01438 821078 or by email at info@hogiesonline.co.uk. We dispatch items very quickly and so, unfortunately, if we have already begun processing your order, you will not be able to cancel it and will instead have to follow our returns policy. 

I’ve ordered the wrong item - what can I do? 

If you have ordered an incorrect item, then you should contact us immediately by telephone on 01438 821078 or by email at info@hogiesonline.co.uk. We may be able to rectify your order if we have not already dispatched it. If your order has been dispatched, you will need to place a new order with the correct item and return the wrong one to us.

I’ve received the incorrect item - what should I do?

We are very sorry to hear you have received an incorrect item. This is a very rare occurrence, but sometimes things may go wrong. Don’t worry though, we’re here to make sure we put this right as soon as possible. Get in touch with us to let us know you have received the incorrect item, providing us with your order number, the incorrect item and the item that you did order. From there, we can look into this, advise you on what we plan to do next and ensure that you receive your correct order.

 

Questions About Payments

How can I pay for my order?

We offer a wide variety of payment methods to ensure that you can place your order with your preferred choice. These are: 

  • Visa
  • Visa Debit
  • Mastercard
  • American Express
  • PayPal

You can select your preferred payment method at the billing stage of the checkout. Your chosen method will go through a verification process before it is processed and confirmed. 

How do I use a voucher code?

You can enter a voucher code in your cart. Once you have added all the items you wish to purchase to your basket, just click ‘view cart’ and there you will see a box to enter your code. Enter your code into the box field and then click apply. If the voucher is active, your discount will be applied. If your code doesn’t work, check that you are not trying to use it in conjunction with any other offers. If your code still doesn’t work and you believe that it should, please contact us and we will be able to help you further.

Why is my voucher code not working? 

There are a number of reasons why your voucher code may not work. This could be because the items in your cart are not included in the offer, you are trying to use the code in conjunction with others another offer or code (you can only use one coupon code at a time), you have not met the minimum order value to qualify for the discount or the code may have expired. Be sure to check this and if you still feel your code should work, then please contact us so we can look into this for you. 

 

Questions About Products On Our Website

Are all your products Genuine?

All the products we sell are completely authentic, some of our products have very slight damage to the packaging and are offered at a cheaper price. Please check our reviews for our excellent feedback from our customers.  Hogiesonline is a family run business and has been selling branded stock at great prices for over 10 years.

What damage is there to the product?

None of the products we sell are damaged, it is usually just the packaging that is damaged and the quality of the product itself is not compromised. The damage to the packaging varies from product to product and we will place a clear description on the product page providing details of any damage or stating if the product does not have a box.

Is the item new or used?

All items we sell at Hogies Online are brand new.

 

Questions About Delivery & Returns

When will my item be dispatched?

We dispatch products on the same working day. We offer free UK delivery using large letter and Royal Mail 48 Tracked Services. Small items will be sent by large letter. In addition we offer 24 Tracked and guaranteed next day delivery if ordered before 1:00pm - please see charges below.

What delivery options are available? 

We offer a choice of delivery options:

  • Royal Mail large letter - FREE (automatically applied to smaller items)
  • Royal Mail Tracked 48 - FREE
  • Royal Mail Tracked 24 - £2.99
  • Royal Mail Next Day Delivery (If ordered before 1:00pm Mon - Thurs) - £4.50
  • Royal Mail International Tracked Delivery - £6.95
  • DPD Next Day (on orders placed before 12pm Mon-Thurs) £3.95
  • DPD International Delivery - £5.99 (select countries)

Do you send products abroad?

Yes, we offer international delivery to most countries. Our international deliveries are via Royal Mail and DPD. 

Please note that shipments which contain hazardous products can only be sent via DPD to the following countries:

(including fragrances, nail polish, beauty products which contain alcohol and products which have lithium batteries…..) 

  • Austria
  • Belgium
  • Czech Republic
  • Denmark
  • France
  • Germany
  • Hungary
  • Lithuania
  • Luxembourg
  • Netherlands
  • Poland
  • Portugal
  • Slovakia
  • Slovenia
  • Spain

Please contact our customer services team if you have a specific request as it may be possible to send hazardous goods to other countries for an additional charge.

Do you offer free returns?

If your item is faulty, incorrect or not as described, then we offer free returns within 30 days of your purchase. You will have to pay to return a product if you have changed your mind and no longer want the product. Please return it to us unused, in the condition that you received it, with a full explanation as to why you are returning the item. For reasons of hygiene and safety we cannot refund or exchange any grooming products or cosmetics that have been removed from the original packaging (or show signs of having been used) unless they are faulty. Once we have received your item, we will let you know if you are eligible for a refund. Once confirmed, your refund will be processed within 2 working days.

I haven’t received my order - what should I do? 

If you have received a dispatch notification from us, then please allow at least 7 working days before contacting us about not receiving your order. If after this period you still have not received your order, then please get in touch, and our team will look into this for you. 

How do I return an item? 

To return an item, please send it back to us unused, in its original condition with a full explanation as to why you require a refund. If your item is faulty or not as described, then you will be eligible for a free return and a full refund if the item is sent back to us within 30 days. Read our full returns policy here.  

Do you offer exchanges?

If you wish to return an item to us in order to receive another item, then you will need to contact us to see if this is possible as exchanges will be carried out on a case-by-case basis. You are welcome to return your item to us and place a new order. 

 

If you have any further questions please do not hesitate to contact our customer service team on 01438 821078 or email: info@hogiesonline.co.uk, we will be happy to help you.

Thank you
From the Hogies Team.

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