Help Centre

Following the UK leaving the EU from January 1st 2021, The Hut would like to reassure all our customers that there will be no change to your shopping experience.

The Hut is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.

As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.

The Hut can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders to EU destinations as normal.

All our orders to EU countries will be delivered duty paid (DDP) and there will be no customs fees for you to pay.

We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.

Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.

All products will continue to be shipped from the UK.

For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no additional cost to you.

There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.

No, all returns from European countries will go back to our distribution centre located within the EU.

According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, The Hut is constantly monitoring the situation (and any official advice issued in connection with the same) and The Hut is taking sensible measures to protect customers and staff. We suggest you review the WHO website for latest advice in this regard.

Specifically, in respect of the threat of COVID-19, additional measures implemented by The Hut currently include the following:

• All The Hut employees have received additional education and training on hand hygiene and we have deployed additional hand sanitisers throughout all workplaces.
• We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
• In addition, we are taking extra precautions on reducing any touch and transmission points throughout all The Hut premises and workplaces.

In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.

Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.

There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.

Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.

You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.

We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.

The safety and wellbeing of both colleagues and customers is our absolute priority. The Hut has consistently taken early and swift actions to ensure this. This includes imposing a ban on both travel and external meetings across the entire 7,000 workforce since mid-Jan this year. The Hut has also been at the forefront of implementing work for home policies, with 90% of our office based colleagues working from home ahead of recent Government requests for people to work from home where at all possible.

We also have strict safeguarding measures in place across each of manufacturing and distribution sites across the globe, which go far beyond any Government guidelines. This is to ensure our teams can work safely while maintain social distancing at all times. Other measures include providing our manufacturing and distribution colleagues with ready-to-cook ingredient meal packs at the end of each shift, sufficient to feed a family of four. These are provided free of charge and aimed at reducing the needs of our staff to visit supermarkets, increasing their own safety while reducing the strain on supermarkets to help the more vulnerable in our local regions.

We are introducing world-leading measures to monitor and safeguard the health of all colleagues working in our fulfilment centres. In addition to temperature checks and social distancing measures across all sites, we will be installing thermal imagery technology throughout our Warrington premises, with plans to deploy globally. This innovative equipment will allow us to offer early detection of elevated body temperatures which may indicate the presence of a fever,via non-invasive and non-intrusive technology. We don’t believe any other company has taken this measure.

You will need to register before you can place an order with The Hut.

As long as you have a valid email address, you can head over to our sign up page to keep up to date with the latest news and product launches. 

It's easy to make changes to your details, whether it's your payment information, password or address book.

Log-in to your account and you will see a range of categories at the bottom of the page under 'Account Settings'.

You can rest assured that shopping with The Hut is safe.

We’re fully compliant with the data protection act so we care about keeping your details secure.

For further information, please visit our Privacy Policy page.

Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we will send you instructions on how to get this reset.

If you no longer want to receive The Hut news, then you can log-in to your account and select the 'Email Preferences' option to make this change. 

All items ordered with The Hut are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we will get in touch to let you know.

It's easy to place an order with us. Log-in to your account to begin browsing our range.

Once you have found the product you want, you will need to click 'Buy Now'. You can either carry on shopping or click 'View Basket' if you've got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.

Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.

Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far. 

Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking 'Add a new address'.

We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Your account makes it easy to keep track of all your orders.

Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order. 

We will also send you a dispatch email as soon as your order is on the way.

Your account will show any previous orders you have placed.

Click on the order you want to view to find out more. If the order has been sent tracked then you will be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

If you can’t find the information that you need, click on 'Message' within your account to contact our Customer Service team or speak to us across Live Chat.

We are sorry to hear you would like to cancel your order.

If there is anything we might be able to do before you cancel, then please contact our Customer Service team through your account to see if they can help.

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order. 

We will send you an email within an hour to let you know if the cancellation worked. 

If it fails, this is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.

Once your order has been placed, we cannot make any changes to it, such as adding or removing products from the order.

If you want to try and cancel the order so that a new order can be placed, then you will need to log-in to your account. 

Select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We will send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

Don’t worry we understand that this can happen; you can try and cancel the item in your account.

You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.

If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.

If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance. 

We take pride in our products so we are sorry to hear you have received a faulty item. So that we can look into this for you, please contact us to tell us more.

To speed the process up, it would really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

1. Order Number

2. Product Name

3. Details of the fault

4. Images that support the fault, if applicable

As soon as we have looked into the fault we will let you know what we plan to do next by sending you an email.

We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don’t worry as we can help. Please send us a message through your account.

We will need to know the following information so that we can fix this for you: 

1. Order Number

2. Incorrect item received

3. The correct item ordered

As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

We take pride in our products so we are sorry to hear you have received your order damaged. We take every care to ensure your delivery arrives exactly as we sent it, however things can sometimes get damaged in transit. So that we can look into this for you, please contact us to tell us more. 

Please do not throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again in the future. 

As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment. 

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you will need to allow longer for it to be delivered.

If the item has been sent, then please send a message through your account to let our Customer Service team know and they'll be happy to help.

We offer a variety of online payment methods to ensure our customers can place orders with ease.

Visa

MasterCard

Maestro

American Express

Alipay

One4all

PayPal

You can select your preferred payment method at checkout. 

As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.

We do this to ensure that our customers are safe while they shop.

Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT). 

We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.

If you are seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you have done all that and still the problem is not fixed, then please contact our Customer Service team.

Once you place an order, the payment will show in your account as pending until we send the products to you. 

The pending transaction is telling you that the payment is authorised to be taken.

If you want to add new payment details then you will need to do this at the checkout stage. 

Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite The Hut products with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.

Once you have found all the items that you want then click the bag icon in the drop right of your screen, you will see a box located below your list of items which says 'Got a discount code? Enter it here'. 

Add your unique discount code into this box and click 'Add' to apply the discount

If the code does not work then you will need to check that you are not trying to use more than one offer and none of the items are on our exclusions list. 

If you have any problems entering the code then you can contact our Customer Service team through your account.

We are sorry to hear your code isn't working, you will need to check that you are not trying to use more than one code per order and that your item isn't excluded.

You can refer to our exclusions list to check

If the code isn't being affected by one of the issues above then please contact our Customer Service team through your account. 

When we take payment you may see charge taken from 'hutcomlimit', 'thehut com', 'the hut group' or similar. 

We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.

Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

Our Delivery Information page can give you more information and timescales.

If you do need to report your order as lost then please contact our Customer Service through your account.

All our delivery options can be found on our Delivery Information page.

Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.

Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.

Please refer to our returns policy page for more information.

If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them through your account.

We try not to make things complicated for you, log-into your account to contact our Customer Service team and they’ll do the rest.

You will need to tell them the reason for the return so they can choose the best option for you. 

Please refer to our returns policy page for more information.

We want all of our customers to enjoy their products so if you are not happy with your order then you can send it back to us.

All we ask is that you let us know that you do not want the order within 14 days of receipt and make sure the products have not been opened, once you have obtained your RAN (Returns Authorisation Number) you will then have a further 14 days to return your item.

To get the order back to us safely please to log-in to your account and contact our Customer Service team.

They will send you all the information you need, but you can also refer to our returns policy page for more information.

As soon as we receive your order we will review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

Your refund should be returned to your account within 5 working days and we will send you an email to let you know it’s on its way.

If you do not receive your refund and it has been 10 working days since you received our email, then you will need to contact our Customer Service team through your account.

We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period. 

You will have until 31/01/19 to return any orders placed between 31/10/18-24/12/18.

All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.

Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please log-in to your account to contact our Customer Service team.

Please refer to our Terms and Conditions page.

If you are having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you.

Please refer to our Privacy Policy page.