Frequently asked questions
Do You Do Custom Design?
We like nothing more than getting creative, especially new products!
At H&Q our custom design is free with low minimums required complete with branded gift packaging if required.
To realise your ideas, why not give us a call on 01285 800085/07931092349 or email: firstname.lastname@example.org with your thoughts!
How Are The Baby Booties & Children’s Slippers Sized?
Our Baby Booties & Children’s slippers are sized as follows:
Baby Booties – Sole Length 10cm
1-2 Years – UK 1 – Sole Length 13cm
2-3 Years – UK 4 – Sole Length 15cm
3-4 Years – UK8 – Sole Length 18cm
4-5 Years – UK10 Sole Length 21cm
How Do I Care For The Booties & Slippers?
Not only are our award winning felted booties & slippers totally adorable but very practical. If needed, pop them in the machine on a gentle cool wool wash but please do NOT tumble dry – you’ll never be forgiven! To dry, reshape if needed and leave near a radiator or leave out to dry in the sun (watch out for those Magpies!)
How Do I Return Goods?
We are sure you will be delighted with your purchase(s). However, if you are not completely satisfied, you may return your goods within 14 days with a copy of your invoice, for an exchange or full refund (excluding original postal charge). Unless faulty, returned goods must also be in an unused condition and where applicable, in their original packaging. This does not affect your statutory rights.
The cost of return postage will be borne by the customer. It is also recommended that for your own protection, customers always obtain proof of postage when returning items. We cannot be held responsible for any items that have not been received at our offices.
Please return any items to the following address:
Hector & Queen, The Studio, Holmdene, Mount Pleasant, Fairford, Glos GL7 4BA, UK
We will confirm receipt of any returned item and please allow up to ten working days to apply a refund.
What Happens If My Order Hasn’t Arrived Within The Allocated Time?
If your goods have not arrived within the allowed time limit, please contact us on : email@example.com or telephone 01285 800085 and we will contact the relevant courier.
Delivery Costs & Timings
Items Under £25
Delivery is free and will arrive via MyHermes within 3-4 working days – a signature may be required. If you are not there to take delivery, a card will be left by the courier (unless alternative instructions have been given by you) to arrange a convenient delivery time/date.
Items Under £25-£250
Various delivery charges apply dependent on product purchased and which are shown at checkout. Delivery will be made within 3 working days of order being placed. Our delivery partner will send you confirmation of approximate timings, via text or email and a signature will be required.
Next Day Courier UK Delivery: From £10
(for items priced £25-£250)
UK orders placed before noon will arrive next day (Monday to Thursday – excluding Bank Holidays/Weekends etc).
Orders placed after noon Friday will be delivered on the following Tuesday.
Bespoke Handmade Children’s Furniture
At Hector & Queen, we offer a white glove delivery service for all our handmade children’s furniture. Our professional delivery team will deliver your handmade children’s bedroom furniture item(s) to your home, assemble items where necessary in your chosen room and remove all unwanted packaging.
All handcrafted furniture orders including the Tree House Bunk Bed, the Log Cabin Wardrobe and the Treasure Chest of Drawers, will be dispatched within 14 weeks of order being placed. When your order is ready for dispatch, the H&Q team will contact you to arrange a mutually convenient day and time to deliver your item(s).
Basic White Glove Delivery charges begin at £120 dependent on location, but our H&Q team will confirm delivery prices once the order has been confirmed.
Please note that it is your responsibility to check that the items will fit through doors and staircases in their packaging.
Additional fees may apply for delivery to the Republic of Ireland.
Delivery to Offshore or remote locations can take a bit longer, but we will liaise with you to ensure you’re kept up-to-date.
Please note European and International delivery options become available once you select a non-UK country as part of the delivery address.
European Delivery: From £15 dependent on product(s) purchased. Approximate delivery 3-5 working days.
USA Delivery: From £20 dependent on product(s) purchased. Approximate delivery 5-7 working days.
Please note that any duty and taxes that may be levied in the country of destination are the responsibility of the customer.
For any queries, to check on the status of any order or to verify shipment, please call +44 (0) 1285 800085 or email the H&Q team on firstname.lastname@example.org