Delivery & Returns
THE HOUR is proud to ship its luxury plus size ready-to-wear globally. Find your region below for more details on shipping and returns.
Our preorder products are made in limited quantities. To reserve the item for you, we charge your card upfront to avoid any future interruptions related to card expiration or replacement. Your item will ship within a few days of the date indicated on the individual product page.
We are unable to offer returns or exchanges on face masks due to health and hygiene reasons, all sales are final. Shipping rates for Face Masks are:
UK: Free 2-3 business days. EU: £5.00 (5-10 business days).
Rest of world and USA: £10.00 (5-10 business days).
Within the UK, we offer free delivery on total order values above £250 and a shipping window of 2-3 business days.
For orders under £250, we offer a flat delivery rate of £7 (2-3 Business days).
Next Business Day UK Delivery £10 for orders placed before 1pm Monday to Friday. Orders placed before 1pm Monday to Friday will be delivered next business day. Orders placed after 1pm on Friday will be delivered on Tuesday.
Same Day Courier Delivery £24. This is available for local shipments only in London. We need to receive your order by 1 pm to guarantee a same day delivery Monday to Sunday.
For continental Europe, we deliver your order within 3-5 business days for a flat fee of £15.
Brexit update for EU customers: Starting from Jan 1, 2021, EU customers may be asked to pay duty, taxes, and customs fees before they can receive their shipments. During this transition period, we are able to refund EU customers 20% UK VAT included in all GBP retail prices upon proof of local VAT payment. EU customers are responsible for paying any applicable local sales taxes.
We cover all import duties and taxes for orders shipped to the US to make sure that there are no additional charges to you upon delivery.
For the US, we offer free delivery on total order values above £250 and a shipping window of 2-5 business days by DHL Express GoGreen Climate Neutral Shipping.
For orders under £250, we offer a flat fee of £20 by DHL Express GoGreen Climate Neutral Shipping within 2-4 business days.
Rest of World
For all international orders to countries outside the UK, US, and continental Europe, we’ll deliver your items by DHL Express GoGreen Climate Neutral Shipping within 2-4 business days for a flat fee of £25.
Outside of USA, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.
Within the UK, returns are complimentary within 14 days of purchase. Items must be unworn, unwashed, and undamaged with all original tags attached.
Please fill out the Returns Form included with your order and send us an email at firstname.lastname@example.org with your full name and reason for return. We will issue a returns label and organise for our couriers to collect the parcel from your original delivery address.
Alternatively, use the courier service of your choice to return your item(s) within 14 days of purchase to our address:
THE HOUR Ltd
71 Townmead Road
Once your return has arrived, please allow 2-3 business days for your refund to be processed.
US, Europe, & Rest of World
Please fill out the Returns Form included with your order and return your item(s) within 14 days of purchase.
Items must be unworn, unwashed, and undamaged with all original tags attached.
We regret that International returns are not free. Please use the courier service of your choice to return your item(s) within 14 days of purchase to our address:
THE HOUR Ltd
71 Townmead Road
Do make sure to obtain a proof of postage for your records, and send us an email at email@example.com to let us know it's on the way.
Return parcels may take several weeks to be delivered, depending on your courier. Once your items have arrived, please allow 2-3 days for your refund to be processed. We’ll send you an email once the refund is on its way.
Please note that refunds will be made to the original method of payment. Refunds are made to the credit card used for the original purchase or PayPal.
Gift cards are exempt from being returned.
There are certain situations where only partial refunds are granted: Any unused item in its original condition that is returned more than 14 days after delivery.
Need a different size or prefer a different colour of the same style? For an exchange, please return the item(s) within 14 days of purchase as instructed above and choose the exchange option. Include your invoice with the return explaining which size or colour you would like in exchange. If the item is available, we will ship it to you free of charge once we process your return.
Each of our items are fully quality-checked and controlled before being dispatched. If you receive an item that is somehow flawed, please contact our Customer Care at firstname.lastname@example.org team immediately. Should you deem your item faulty outside of the 14-day return period, please contact our Customer Care team as we may be able to arrange a repair or an exchange. Refunds for items deemed faulty are issued at the discretion of our quality assurance team. Please note that faulty items must be reported to our Customer Care team prior to return.