Frequently Asked Questions

How long will my delivery take?

Because we're based on the Isle of Wight, our deliveries are split into two methods - island deliveries and UK Mainland deliveries. Please click here for Isle of Wight delivery information and click here for UK Mainland delivery information.

Which delivery service do you use?

For Isle of Wight deliveries we use our own fleet of vans. For UK Mainland deliveries, we use Royal Mail and Parcelforce, depending on the size and the weight of the order.

Do you offer click and collect?

Yes we do. More information about our click and collect service is available here, but at a glance - after you place an order and select click and collect you will receive an order confirmation email. Once your order is ready to collect, we will then either email or call you. Please note click and collect is only available on the Isle of Wight.

Do you accept American Express?

We do accept American Express. We also accept PayPal, Apple Pay and all other major payment methods.

Can I cancel my order?

If you need to cancel your order, please contact us as soon as possible after placing it. If we haven't begun processing it, we will simply cancel the order. If we have already sent it out, we will need to get the products back and issue a refund.

What about returns, replacements and refunds?

Should you need to return an item to us, you can do so up to 28 days after you receive it for a full refund or exchange. If the item is not faulty, you will need to cover any shipping costs incurred.

In the unlikely event that your item is faulty, or we have sent the wrong product out, the cost of sending it back will be taken care of by us and a replacement or refund will be issued once we receive it back.

Do you have any branches on the UK Mainland?

We have six branches on the Isle of Wight, but none currently on the UK Mainland.

How do I ask a question or make a complaint?

If you need to get in touch with us about something, you can give us a call on 01983 523636, or email us at shop@hurst-iw.co.uk. Alternatively, if you live on the Isle of Wight, you can simply pop into any of our branches and speak to a member of staff.