Welcome to the Hop Shop Online

Placement and Acceptance of Orders

• The Hop Shop's acceptance of an order takes place when the goods are prepared and packaged for despatch, not upon completion of the online ordering process.
• Orders are usually processed within 3 working days of receipt, and in any case within 30 days of receipt of order (unless otherwise agreed with the customer).
• If The Hop Shop cannot supply the product(s) ordered, the customer will be informed by email or by telephone (at the number supplied when the order was placed), usually within 3 working days of receipt of the order. The customer will not be charged for out of stock items.
• Payment for goods is required in advance of the despatch of orders.
• All correspondence relating to orders will be in English.

Product Descriptions and Prices

• Products are described as fairly and accurately as possible when listed on the website.
• Packaging may vary from that pictured on the website.
• Whilst efforts are made to ensure the product colours are accurate on the website, the colours seen will depend on individual monitors and thus the colour of the product on delivery may differ from that viewed on screen.
• All prices are listed including VAT where appropriate.

Payment

• The Hop Shop accepts payment by Visa, VisaDebit, MasterCard, MasterCard Debit, Maestro and Electron. Orders placed through The Hop Shop's website are processed by SagePay.
• Payment is only taken when the order is being prepared for despatch.

Cancellation

Under the Distance Selling Regulations, EU customers have the right to cancel an order within seven working days (beginning the day after receipt of goods). Notice of cancellation should be in writing – either by email (sales@hopshop.co.uk) or post (see Company and Contact Details below). Should a customer wish to exercise their right to cancel and the goods have already been despatched/delivered, the goods should be returned to The Hop Shop as soon as practicable. Please see Returns: Non-Faulty Goods.

The right to cancel an order does not apply to fresh hop bines, hop plants, fresh-cut lavender, or any specific orders for non-standard goods.

Returns Information

(1) Faulty or Damaged Goods

If the goods are faulty or damaged, please contact us by telephone (01959 523219) or email (sales@hopshop.co.uk) within 5 working days of receipt. The return, collection or disposal of the goods will then be discussed and an appropriate course of action agreed. In the case of faulty or damaged goods, The Hop Shop will refund the return cost of return in addition to the original price paid for the goods.

(2) Non-Faulty Goods

Where the goods are not faulty and the customer has exercised their right to cancel (see Cancellation above), the goods should be returned to The Hop Shop. As a courtesy, we request that you telephone or email to notify us of your intentions before returning the goods so that we can advise on return packaging and delivery methods. We recommend the use of Recorded or Special Delivery for the return of goods. The Hop Shop is not responsible for the cost of retrieving the goods. The customer has a duty to take reasonable care of the goods. If the goods are not returned, The Hop Shop may arrange to have them collected from the customer at the customer's cost.

Address for Returns

The Hop Shop
Castle Farm
Redmans Lane
Shoreham
Sevenoaks
Kent
TN14 7UB

Refunds

Upon cancellation of an order, the refund will be processed as soon as possible after the customer cancels, and in any case within 30 days at the latest.

Complaints

Complaints should be sent in writing, either by email (sales@hopshop.co.uk) or in a letter to:
The Hop Shop, Castle Farm, Redmans Lane, Shoreham, Sevenoaks, Kent, TN14 7UB, U.K.

Statutory Rights

None of The Hop Shop's terms affect the statutory rights of the consumer.

Company and Contact Details

Email: sales@hopshop.co.uk

Telephone: 01959 523219 10am-5pm Monday to Friday.
All calls to the above telephone number are charged at the standard rate.

William Alexander (Shoreham) Ltd trading as The Hop Shop

Registered in England & Wales, Company No. 1978291
Registered Office: Castle Farm, Redmans Lane, Shoreham, Sevenoaks, Kent, TN14 7UB, U.K.

VAT No: 356 6778 04

PRIVACY POLICY

Our data collection & storage is governed by the rules of the Data Protection Act 1998. Our mailing list & email list are for our exclusive use & we do not intend to pass these details on to other companies. By ordering online, you give us your consent to use your personal details for processing your order, market research, processing your payments, credit reference checking and fraud detection, and for marketing purposes as outlined below. We only collect enough information to ensure the successful and efficient processing of your order.

You can amend your account profile at any time by going to Your Account and signing in.

You will only receive promotional information from us if you opt in by ticking the appropriate box as you go through the registration process on our website . You will only receive a seasonal e-newsletter from us if you tick the appropriate box requesting an e-newsletter or if you make a request by telephone or in person. You can unsubscribe from our contact list at any time by replying to a promotional email or newsletter with the word “unsubscribe” in the subject line, or by emailing us at sales@hopshop.co.uk We will then make sure your personal information is deleted from our mailing list and databases in accordance with our administrative policies . ( Please note, we may be required to retain your address details in relation to any credit card purchase for a period of not less than 6 months).

Your details will never be transferred or sold to outside merchandisers, except in the unlikely event of a sale, disposal or transfer of our assets/business.

If you would like to check the details we hold about you please do not hesitate to contact us. We can provide you with a readable copy of the personal information which we keep about you within 30 working days, although we will require proof of your identity & any such request for personal information must be received by us in writing. We are entitled to levy a reasonable charge, (such charge shall not exceed £10) in order to provide this information to you.

Our website contains links to third party sites. These sites have their own independent Privacy Policies and Terms and Conditions. This Privacy Policy only covers our website and does not cover any other website.

If you have a concern or query regarding our privacy policy please email us at sales@hopshop.co.uk.