Frequently Asked Questions

Shipping Information 

When will I receive my order?

Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. An estimated delivery time for your order will be available to view in checkout. Delivery can take longer than expected due to customs clearance procedures in certain countries.

How do I ship to another country?

Select your shipping destination at checkout. Purchases will be charged in the nominated currency of the country selected for shipping. More information on purchasing can be found in Payment. Please note different Terms & Conditions may apply for different shipping destinations.

Can I track my order?

If you have a registered account with H Bay, please select My Account, sign into your account and click the ‘Order’ tab.
Once your order has been shipped you can also track it at courier site using the tracking number located in your shipping confirmation email.

What are shipping restrictions?

Certain items such as exotic skins, furs, cosmetics, fragrance and nail polish have strict international trading agreements and regulations to which we must adhere. 


How do I return an item I have ordered online?

Free returns are available worldwide for all full price items within 30 days of shipping and all sale items within 14 days of receipt, provided the return conditions specified below are met.

Please note it is not possible to return personalised or monogrammed items.

Please note it is not possible to return the following items using the free returns service:

Nail polish
If you cancel your order for a fragrance or nail polish item and return the item(s) using any other collection or postal service, you will be required to pay the costs of returning the item(s).


Purchases must be returned from the original shipping country with the original Returns Form.
Items returned must be in their unused original condition with all item tags attached and any related accessories or instruction booklets included.
Incomplete, damaged, worn, soiled or altered returns, or anything we at H Bay reasonably believe has been used, will not be accepted and therefore sent back to the customer.

On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 7-10 working days. Working days are Monday to Friday, excluding UK public holidays.

Customer Service

How do I contact H Bay Customer Service?

Please visit our Contact Us page for full contact details.

How do I unsubscribe from your mailing list?

You may unsubscribe using the link at the bottom of any H Bay email. Alternatively, if you have a registered account with H Bay , you can visit My Account, sign in, select the ‘Account Details’ tab, ‘Email Settings’ and then select ‘Unsubscribe’ or Contact Us.

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