Frequently Asked Questions
We have categorised our FAQs into helpful sections, we hope this answers any questions you may have. If you need further assistance, then please email us at [email protected]
How can I pay for my order?
We accept the following payment options: VISA, MasterCard, American Express and PayPal.
Can I change an order once I’ve placed it?
If you have placed an order via our website and would like to change it, if your item has not been shipped, we can edit your order if it amounts to the same overall cost.
Alternatively, we can cancel your order and you can place a new one. Please get in contact with us as soon as possible at [email protected]hecaddycompany.co.uk so we can prevent your order from leaving our warehouse.
Why do you need my number?
For you to place your order, we will need your telephone number – this is not for marketing purposes and will not be sold to any third party. We do this so we can get in contact regarding the order you have placed with us.
Can I send an item to someone at a different address?
Yes, you can enter your recipient’s name and address in the delivery section, and we will send the order straight to them.
I’ve got a discount code – how do I redeem it?
If you have a discount code, you can apply this to your order once you have added your desired products to your basket. You can then click on the basket icon in the top right-hand corner, click view and edit cart and enter your code into the ‘Apply Discount Code’ box and click Apply.
If you are experiencing issues with the discount code, then please get in contact with us at [email protected]
DELIVERY & RETURNS
What are my delivery options?
We offer FREE postage and packing to most UK addresses for the majority of our products.
All orders are promptly packed and we aim to dispatch the same day where possible if we receive your order before 2.00pm Monday to Friday. - Depending on the weight of your order, it will be dispatched by either Royal Mail 2nd class, Royal Mail TRACKED service or a DPD courier service, but you can always upgrade to a next working day service for a small fee.
Royal Mail 2nd class post can take between 3-7 days for delivery, or even longer if there are issues in the postal system or they have trouble delivering to your address.
Optional Delivery Upgrades
Depending on the product ordered and delivery postcode, you may be able to select one of the following optional upgrades for a small fee:
- Next Working Day Delivery – Guaranteed next-working-day service via DPD with email/text delivery timeslot notification - £4.00
*Please note, orders placed over the weekend (after 2pm on Friday, or on Saturday/Sunday) will not be dispatched until the next WORKING day - Monday)*
- Saturday Delivery – Only available for orders placed on a Friday before 2.00pm - £12.00
- Sunday Delivery – Only available for orders placed on a Friday before 2.00pm - £12.00
What are your delivery options to the Highlands & Islands?
If your order is being shipped to any of the following postcodes: AB36-56, BT, FK 18/19, GY, HS, IM, IV, JE, KA27/28, KW1-17, PA20-50/60-78, PH17-50, PO30-41, TR21-25 or ZE and the order weight is over approximately 8kg there may be a delivery surcharge applied during checkout. We only must do this if necessary, where our carriers impose a surcharge.
Do you ship outside of the UK?
Unfortunately at this moment in time we do not offer shipping outside of the UK and the Channel Islands.
How is my order packaged?
We send out our products in environmentally friendly packaging where we can, although we are working with our suppliers to help them eliminate any plastic packaging.
What do I do if I have missed my delivery from Royal Mail?
If you have missed your delivery with Royal Mail, you can track your order with the tracking ID provided in your shipment email on Royal Mail’s track and trace website. This will give you instructions to follow to either rearrange delivery or how to collect from your local sorting office.
If you need any help, then please do not hesitate to get in contact with us at [email protected]
What do I do if I have missed my delivery from DPD?
If you have missed your delivery from DPD, then you can follow the instructions DPD provide to rearrange delivery for another day.
My order has not arrived yet, what shall I do?
If your order has not arrived in a sensible time frame then please do get in contact with us at [email protected] and we can investigate this for you. Please be aware that we may need to wait 21 days before being able to trace, replace or refund lost items.
RETURNS & REFUNDS
What do I do if I have changed my mind and would like to return my item(s)?
If your item has arrived and you have changed your mind, you can of course return your item if it is within 14 days after the date of delivery. Please contact us at [email protected] to organise this. Unless the item is faulty, or we have sent the wrong product, you will be required to pay the return postage cost for the item(s) in an unused, resalable condition
What do I do if an item has arrived damaged/faulty?
In the unlikely event that your item arrives damaged or faulty, then we really do apologise. Please get in contact with us at [email protected] with your order number and postcode and we can provide you with a suitable solution.
What do I do if I have an item missing?
If you have an item missing in your order, then please let us know at[email protected] within 14 days of receiving your parcel so we can arrange for the correct items to be sent out.
How do you keep your prices so low?
We are mail order only and do not have a shop premises which is why we can keep our prices as low as possible for our customers.
I am unsure what size compostable bags I need; how do I work this out?
To work out what size bags you need for either your bin or compost caddy you will need to find out your bin’s rim size. To do this you will need to measure the width and depth and carry out the following sum: (width x 2) + (depth + 2) = Rim Size.
You will find the sizes of our bags in the description this includes the Rim size and the length so you can find the most suitable bag for your bin.
If you do need extra help, then our team will be happy to help. Please email us at [email protected]
How do I store my compostable liners?
It is vital that you store your compostable bags in a cool, dark, and dry place – Otherwise they begin to break down! A kitchen cupboard or drawer is ideal and under these conditions you would expect our liners to have a life of approximately 18 months.
Remember to use the oldest liners first!
It’s easy when you purchase more liners to put the new ones at the front of the drawer and push the old ones to the back! Of course, then the older batch of liners will not be used for a long time, so it’s likely they will soon be over 18 months old and begin to break down.
When liners begin to break down, they may split as you take them off the roll, form holes, or even create strange zig-zag tear patterns. This is completely normal if you try to use old bags.
The GOLDEN RULE is to not buy more than you need and always use the oldest ones first!
Do compostable liners have a use by date?
Yes, as compostable liners are made from natural/biodegradable materials, they are designed to break down over time, therefore our bags have an expected shelf life of 18 months from the date they were purchased.
Why cannot I log into my account?
If you are experiencing issues logging into your account, then please get in contact with our team and we will be happy to help. You can send an email to [email protected]