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    Every order that comes through HETTY+SAM is handled with care and completed promptly to minimise any delays. We ship Monday through Friday, excluding bank holidays. All orders are processed and shipped within 1-2 business days and an email with your tracking number (if applicable) will be sent.

    Please note, many of our packages are shipped with a signature requirement. Kindly provide an address where a recipient will be available to sign for the package. If no one is available at the time of the delivery, the package will be returned to our warehouse.

    The following information is an estimated timeframe in which you should receive your order, after it has been shipped:

    Destination Service Estimated transit time
    UK Royal Mail 2-4 business days
    Europe DHL or La Poste 4-8 business days
    USA USPS 5-10 business days
    Canada Canada Post 5-10 business days
    International Royal Mail 8-12 business days


    For all express orders the following timeframes will apply:

    Destination Service Estimated transit time
    UK Royal Mail 1-2 business days
    Europe DHL or La Poste 4-6 business days
    USA USPS 4-7 business days
    Canada Canada Post 4-7 business days
    International Royal Mail 7-10 business days


    Please place your order before 3pm (GMT) for express orders to be processed the same working day.



    VAT (value added tax) is included in all prices shown on the website. For orders delivered to Croatia, Norway, Switzerland and Sweden, there may be a £12.50 duty fee applicable.


    On rare occasions, international shipping to some countries can take 4-6 weeks. We will try our best to assist where possible, but please note we cannot be held responsible for any delays caused by the destination country’s customs clearance process or by the courier transit time.


    Customs or import duties are typically charged when a package arrives at its destination country.  Fees on a shipment have to be paid by the receiver (which is also applicable to retail and wholesale customers) and are paid to the courier company. These fees are not implemented or collected by HETTY+SAM, and thus cannot be refunded or reclaimed. HETTY+SAM does not have control over these fees and cannot estimate or confirm what the fees would be, since customs policies and import duties vary from country to country.  We recommend contacting the local customs office for information on fees before placing your order, to avoid unforeseen charges.


    We understand mistakes can happen, but it is the responsibility of the buyer to make sure that the shipping address is entered correctly. If the wrong shipping address is provided, please contact us at hello[@]hettyandsam.com immediately. We will do our best to change the address, but if an order has already been marked as shipped, unfortunately it will be too late to make a change. If the parcel is returned and the buyer requests to reship the parcel additional shipping fees may be applied.


    If you decide to cancel or modify your order please write to us at hello[@]createandcase.com as soon as you place your order. If the order has been marked as shipped, unfortunately we cannot cancel/modify your order. If this is the case, you can return your order to us once it arrives.