We are always happy to help in case you have questions. But you might be lucky to find the answer(s) you need in our Frequently Asked Questions (FAQ) below.
Can't find an answer to your question?
You are always welcome to contact us at onlinesupportUK@hummel.dk.
In these uncertain times, we must all do our best to help ease the spread of Covid-19. At hummel we follow recommendations from local authorities closely. As a result, the majority of all hummel employees currently work from the comfort of their homes. At our warehouse we have introduced additional shifts and increased our focus on hand hygiene.
As always, we welcome you to visit us at hummel.co.uk where we are open 24/7. We want to make your shopping experience as comfortable and safe as possible. That’s why we’ve updated our returns policy and now offer free returns within 30 days. Please note that you might experience a slightly longer delivery time of approx. 2-4 working days. Our Customer Service is open Tuesday-Friday. Don’t hesitate to give us a call or drop us an e-mail. We will get back to you as soon as possible.
Unfortunately, we cannot make changes to your order or address information once the order has been placed, since our order processes run automatically.
However, we might be able to stop your order from being dispatched, depending on the status of the order.
In case you regret the content of your order, you can deny receiving it and it will be returned to our warehouse and refunded.
In case you accidently made an error in the address information, DHL might also return it to us depending on the type of error. In that case, your order will be refunded.
Please check your e-mail spam filter first.
In case you don't find your order confirmation here, there is a risk that your order hasn't been properly registered. Please contact us to confirm that your order has been accepted. Your payment will not be charged until we dispatch your order.
We deliver to mainland United Kingdom (including England, Wales, Scotland and Northern Ireland).
We deliver in 3-4 business days with DHL after you have placed your order with us. If you haven't received your order at this point, please contact us and we will inform you of your tracking number.
Yes, once your order has been dispatched, you will receive an e-mail from us containing your invoice and tracking number.
If your delivery has not appeared after 7 business days, please contact our UK office at onlinesupportUK@hummel.dk.
Please include your order number. We will then investigate your order status and get back to you as soon as possible.
Please allow for 2-3 business days after we have received your return until your refund is complete. In rare occasions, it might take longer, but if you haven't received your refund within two weeks, please contact us.
Please be aware that the time it takes for a refund to become visible in your bank account often depends on your bank.
Please note that refunds to Mastercard credit card take longer, often up to current month + the next month until your refund is visible on your bank statement.
Unfortunately, we are not able to offer an exchange service - instead your order will be refunded and you can place a new order.
We have a very strict quality control and we ensure that our products are tested regularly. However, should you need to file a complaint regarding a product purchased on hummel.co.uk, you can read more about how to make a claim in our return policy.
Please note that we are not able to handle claims on products purchased at another retailer.
Of course - you are still welcome to return your product paid completely or partly with a discount code.
Please feel free to contact us if you have any questions.
You or the receiver of the present are welcome to return the product. Please save your e-mail with the invoice for reference.
Please note that we can only refund to the payment solution that was applied at the order placement.
You can read more about how to return in our return policy.
Unfortunately, it is not possible to place an order on an item at a reduced price, if the offer has expired. We recommend that you order both sizes, if you are in doubt and want to use the offer. Afterwards, you can then make use of your return rights.
1. E-mail us on onlinesupportUK@hummel.dk no later than 30 days after receipt, stating the order number and the items you have changed your mind about purchasing.
2. Wait for Customer Service to send you a return label, which can then be used for the return consignment. Returns are free of charge.
3. Pack the item, and complete and attach the return slip received from Customer Service.
4. Drop oﬀ the parcel at the nearest parcel shop/post office for which the return label is valid. Remember to obtain and keep a receipt for delivery of the parcel.
You can read more about how to return here.
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If this doesn't help, there might be a technical error and we would love to hear from you, so we can solve the problem and help you finish your order.
If you have a discount code, you can redeem it by going to the shopping cart in the upper right corner. In the right side under the box with images of payment solutions, you will find the field PROMOTION CODE. Click on this, paste in your code and click ‘Apply’. Your discount is now activated.
Discount codes and gift certificates
No, discount codes cannot be used on reduced items unless specifically stated.
No, it is not possible to combine discount codes. You can only use one discount code per order.
The discount code must be entered in the basket or at the till before you complete your purchase. There will be a field where you can type in or copy in your discount code. Please be aware that it is case sensitive and there must be no spaces.
No, unfortunately, you cannot use a discount code if your purchase has already been completed. All the orders are handled as quickly as possible after completion, so it is not possible to use a discount code on an order that has already been completed.
Please be aware that it is case sensitive and there must be no spaces. If you have received a discount code by e-mail, you can copy and paste it into the discount code field to avoid typing errors.
There may be particular conditions for your discount code. Check to see if the discount code can be used for the items that you have in your basket. The conditions will be set out in the e-mail you received containing the discount code.
If you are still experiencing problems, please feel free to contact our customer services department.
Unfortunately, we are not able to offer gift certificates for use in the hummel online shop. But if you are looking for a present, remember that the recipient is welcome to return it within 14 days. Just keep the return label and the confirmation of shipment as these will be required for return.
It depends on which type of discount code you have used.
If you have made a purchase using a percentage discount (e.g. 10%), you will get the purchase amount refunded to your payment card and we will not issue a new discount code.
If you have purchased using a fixed sum, (e.g 20£) as a discount, please contact customer services if wish to return one or more items from the order.
Unfortunately, we do not offer gift cards to our web shop at the moment. However, if you are looking for a present, the receiver is welcome to return if necessary.
Yes, we would be happy to look into it. Whether an item will be back in stock or not, depends on the product and/or time of the season. Please contact us with information about the style number or product name.
If the price of your ordered item(s) is reduced within 24 hours after you have placed your order, we will refund you the difference. In that case, please contact our customer service with your order number.