FAQ

You can purchase from our website 24/7, however our office is open from 9:00am - 4:00pm Monday - Friday, excluding Bank Holidays.

Royal Mail collect from us Monday - Friday, excluding bank holidays, around 2:30pm

If you are located in Milton Keynes or the surrounding areas, you are welcome to collect your order in person after placing it online.

Simply select the 'Local Collection' option at checkout to avoid shipping costs. Our collection location is at postcode MK5 8HL, with the full address provided at checkout.

Please note that due to the continuous operation of our warehouse, we do not offer in-person browsing or payment upon collection.

By purchasing any alcoholic products through this website, you confirm that you are of legal drinking age in your jurisdiction and that it is your sole responsibility to ensure that the recipient of any alcohol purchased is 18 years of age or older.

We hold both a personal and premises alcohol licence and all purchasers are subject to behind-the-scenes age verification, alongside our tickbox verification agreement.

You acknowledge and agree that we may require age verification upon delivery of alcoholic products and reserve the right to refuse delivery if the recipient is unable to provide valid identification proving they are of legal drinking age.

We shall not be held liable for any consequences arising from the purchase or delivery of alcohol to individuals who are under the age of 18, and you agree to indemnify and hold us harmless from any claims, damages, or liabilities arising from your failure to comply with these requirements.

We hold both a personal and premises alcohol licence and all purchasers are subject to behind-the-scenes age verification.

We aim to dispatch all standard orders within 1 working day, with delivery times on-top of this.

You will receive an email to let you know your order has been dispatched, and this will have your tracking or reference number details. Please do check your junk.

Express orders are dispatched the same day (Monday - Friday) when placed by 2pm.

Please order in plenty of time, as delivery estimates are not guaranteed, and depend on how busy Royal Mail are.

Our standard delivery is Tracked 48, which typically takes 2-3 days to arrive, once dispatched

Our express delivery is Tracked 24, which typically takes 1 day to arrive, once dispatched - very occasionally this service can take 2 days.

We prioritise the dispatch of express orders, and when placed by 1pm they are dispatched the same day ( Mon-Fri )

Our standard delivery costs £3.95, and is free for all orders of £40 and over. 

Express shipping costs £5.95, or £2 if you spend £40 or over.

Yes, express shipping is £5.95 or £2.00 if you spend £40 or over.

Express delivery is sent using Royal Mail Tracked 24 service which typically takes 1 day - very occasionally this service can take 2 days.

Orders placed using express delivery will be shipped the same day if ordered before 2pm Monday - Friday.

Orders placed after 2pm will be dispatched the following working day.

We do not currently ship internationally.

You can track your order status from your order confirmation email, and your subsequent dispatch confirmation email. The latter will contain your tracking information.

Please track this via the royal mail website before contacting us - it may be that your order has been left with a neighbour, or returned to the delivery office if no one was in to accept it. 

If your order is showing as dispatched, but has not been received or scanned in by royal mail after a few days, please contact us.

All of our delivery times are estimates provided by Royal Mail. Unfortunately, once we pass our items over to our delivery partner, delays are out of our control. We will however try our best to assist where we can, as we know how important it is that you get your items on time.

If your order has not arrived within 2 weeks of dispatch, please contact us for the order to be resent. 

You must return your items no later than 14 days from the day items are delivered to you.

You must return the item(s) in the same condition in which you received them, in their original packaging. You are asked to take reasonable care of the items, and all products must be returned in a new and unused state, in perfect condition, with all protective materials in place.

We reserve the right not to accept any return if the product shows signs of unreasonable wear or has been used, damaged or altered from its original condition in any way.

Any returns are at your own risk, and remain your responsibility until they are safely received by us. We recommend that you return your items by Royal Mail Tracked 48. Returns must only be made to our returns address. Do not return your parcel to a collection point or it will not be collected / refunded.

You will be responsible for paying for your own shipping costs for returning your item(s). Returns lost in the post are not the responsibility of Team Hen Ltd, so we advise using a reliable shipping method with tracking to ensure the safe return of the item(s).

If your returns reduce your order total below the free delivery threshold, the £3.95 delivery fee will be deducted from your refund.

Swimwear and pierced jewellery cannot be returned for hygiene reasons.

You will be refunded using the same payment method originally used to purchase the returned item(s). You will be refunded no later than 14 days after the day we receive the items you are returning.

Your initial shipping cost will not be refunded in the event of return. If your order is refused and is sent back to us, your original shipping charge will not be refunded.

It is very rare that our orders are sent incomplete, or incorrectly due to our dispatch processes.

Before contacting us please double check your order, and all packaging.

If you are sure your order is incomplete or incorrect, please contact us within 7 days of your order being delivered. We cannot rectify incomplete orders after this time period.

Please email us at support@teamhen.co.uk, and we will get back to you with next steps. 

On the rare occasion an item arrives damaged, or faulty please firstly accept our apologies.

Please contact us within 14 days of your order being delivered. We cannot rectify damaged or faulty orders after this time period.

Please do not dispose of faulty items as we will need them back in order to refund / replace. Faulty products must also be returned in the condition they were received. 

Please email us at support@teamhen.co.uk, detailing the fault and we will get back to you with next steps.

Please read our returns and refund policy in full before you return any items, to avoid confusion.

Our returns address is:

Team Hen, 9 Beaufort Court, Roebuck Way, Knowlhill, Milton Keynes, MK5 8HL

Please contact us at support@teamhen.co.uk before returning products.

Any returns are at your own risk, and remain your responsibility until they are safely received by us. We recommend that you return your items by Royal Mail tracked 48. Returns must only be made to our returns address. Do not return your parcel to a collection point or it will not be collected / refunded.