FAQ

 

SHIPPING & RETURNS

What is your shipping policy?

As each order is hand decorated, please allow between 3-4 weeks for delivery time. We use MyHermes signed form courier service which takes up to 3 days for deliver. On sending, you will receive an email notification to the address provided which confirms tracking code. This can be followed via www.myhermes.com.

How do I return an item?

If you would like to return any items, then simply return to us within 14 days of the date shown on your invoice in the original, saleable condition. You must ensure all the original labels, tags are still attached and the item is not worn or damaged.

Please note, personalised items are NON REFUNDABLE.

Please include the invoice provided and use the address below to stick on your returns parcel. If you have lost or misplaced this form please email shop@guidedtor.com and we will send over a new form to your email.

We do not refund the cost of original postage and shipping charge occurred to customers.

Returns Address:

Returns to Guided Tor Shop

30 Kilby Road

Stevenage

Herts SG1 2LT

When Will I Receive My Return?

If you are eligible for a refund we will do so within 5 working days of receipt of the return. Refunds will be credited to your original method of payment.

We do not refund any shipping or postal costs.

Returns are your responsibility as we do not offer a pre-paid returns service, and so we recommend you send back items via Royal Mail Recorded Delivery or a similar tracked method. In the event that we do not receive the returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting or it arrives after the 14 day period.

AESTHETIC & DESIGN 

What do I do if I change my mind on colours/design? 

If you change your mind, please contact us via email within 3 days of your order clearly stating your name, order number and specification in detail. If any painting has already started we will not be able to change your design. 

What do I do if the paint chips? 

As each bag is made of 100% natural palm leaf, it will age over time and use and the weaves move naturally and paint may chip or peel. This is un-avoidable however will add to the charm and uniqueness of your bag. Should you wish, we offer one free touch up service for paint. Your bag will need to be sent to the returns address above at your own cost. We will then touch up the paint and send the bag back via MyHermes.