FAQ & HELP
Help with your order
We hope this section answers your queries, if you have any further questions please contact us, we will be happy to help. Please email sales@hayesmeadow.com
Where is my order?
If your order was despatched by Courier AND 24 hours have elapsed since the despatch date, please email or call me. To check the status of your order, or a product that you have pre-ordered, please also call or email us.
What about hackers breaking into your website and stealing my details?
Poorly built websites can make it easy for hackers to break into the website; we have invested a lot of time insuring our site is hacker proof. Even in the very unlikely event that a hacker broke into our site, they would be disappointed. Remember we don’t store any credit card details!
Is it safer online compared to ordering over the phone?
Amazingly it is. If you order online we don’t get to see you card details, when your order over the phone we do. We prefer it when you order online because you are able to visually double check the address and order details yourself.
Is it safer to send a cheque/check?
Definitely not. They can and do get lost in the post. Processing a cheque can increase the time to dispatch by up to 10 days and people sometimes send the wrong amount which delays things further.
Will you pass my details on to third parties?
We don’t pass anything on to third parties. It’s that simple.
How long do you keep my card details?
If you order online we don’t keep your card details. We only get to see your card details if you place on order over the phone. These details are destroyed after the order has been processed.
Do you use a secure server?
Yes we do. An SSL secure server.
Privacy and Security
Hayes Farm does not pass on or resell your details. However a few companies do need to see your details in order to process the order, these include the delivery companies (e.g. Royal mail, USPS, UPS, Parcel force) and our bank (who process payments)
What information we hold about you
We only hold the basic information we need in order to make the website fully functional and secure. We do log visitor traffic to understand which areas of the website appeal to customers and to secure the website (so we are aware if someone is trying to attack the website). We do keep a full history of your orders to assist you in the future.
Website Problems?
Click here to report a problem.
Ordering
How to order – select and pay for goods:
Your order will be dispatched in the manner specified by you on checkout. There are links for tracking supplied you can always email us:
Returns and Problems – What to do if you get something you are not happy with
Our return policy is based on fairness, common sense and British law.
Skincare & Tallow
Returns are accepted within 14 days of receipt. Product must be unopened, in the condition they were received, and in their original box and/or packaging.
Beef & Bone Broth
If your product arrives damaged or defective, we would ask you to contact us immediately. You must inform us within 24 hours. We do not accept perishable returns.
Delivery
Skincare & Tallow: We ship using Royal Mail 48 tracked. We cannot assist if Royal Mail declare the order has been delivered. We are not responsible for Royal Mail delays, but we will refund the product if the package has not been delivered after 10 working days or returned to us by Royal Mail in the original box and/or packaging.
Skincare & Tallow International: We ship using Royal Mail, DPD or DHL. Options are available at checkout. Customers pay their own import duties and taxes. We cannot assist with custom issues and customers order at their own risk. We are not responsible for delays, but we will refund the product if the package is returned to us in the original box and/or packaging.
Beef & Bone Broth:
We ship only in the UK using DPD courier. They will deliver within two days ( usually next day). The specialist packaging maintains the cold temperature so that it is safe to return the freezer, even after partial thaw. DPD will not attempt to deliver after two days and in this case we either refund or resend your order. If your product arrives damaged or defective, we would ask you to contact us immediately. You must inform us within 24 hours. We do not accept perishable returns.
