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FQA'S

Can I add items to my order?

we can sure try our best to add additional items to your order where possible please email us as soon as you can the sooner we get notified the better chance we will have with making changes to your order with our dispatch teams / fulfilment center

please email us with the following information:

-order number

-item(s) & qtys you want added to your order

Can I request a product? / can you get an item for me?

yes certintly if you cant see what you are looking for we can try our best to source the itme(s) for you. please email us at info@thehapennybridge.es

How can I pay for my order?

We accept the following payment cards: Visa, Visa Debit, MasterCard, Solo, Maestro, Electron and American Express. We also accept PayPal, Giftcards and prepaid debit cards.

Please note: All payments must be made online when placing your order.

Payment Issues

If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly

If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your boohoo account.

If the above doesn't help, your Credit Card Company or bank will have more information.

If using PayPal, please contact PayPal directly if your payment has been declined.

If you're still facing problems then please contact us with the following information:

  • What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
  • What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
  • What payment method you were trying (e.g. PayPal, Visa)
  • A description of the problem and what time the problem occurred.
  • screenshot of the issue if possible.

Where is my order?

as soon as we recive your order our team work very hard including working with international suppliers & fuflment centers to insure you ge the best product ranges in Spain.

We do our best to email you order status updates where possible.

once your order has been dispatched you should receive your tracking detial.

Can I cancel my order?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

the speed of the order arriving to you vary depending on the shipping method you have chosen, and the items you have purchased, for example a pre-ordered item order would take longer than an in stock item as this/ these products are ordered for you at time of you placing your order. if you do need it faster we suggest you to select your order to be dispatched from Ireland or express shipping.

Missing item(s) from my order?

Sorry an item's missing; please double check it's on your order confirmation, check your emails (including junk/spam) to see if you've been sent an email about it going out of stock or your order could be arriving in more than one parcel. If none of these apply and your expected delivery date has passed, then please head over to our Contact Us section within 24hrs of your order being delivered and we will sort it for you.

My Question is shipping-related?

For any shipping-related inquiries, we work with reliable third-party couriers to ensure your orders are delivered safely and efficiently. If you have any questions about delivery times, tracking, or any other shipping concerns, please reach out to our customer service team. We will provide you with the necessary information and assist you in resolving any issues that may arise during transit

My tracking is showing that the parcel is been returned to sender what happens now?

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will give you the option to have the order resent to you or a refund when it does.

please note all shipping fees are non refundable, A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system. If the carrier was unable to deliver this time it may be worth checking out the carriers app, many of our carrier will allow you to add instructions for the driver or a preferred safe place / neighbour for your parcel to be left with if you're not in. We also have other delivery options such as click & collect and locker collection which may be more suitable for future deliveries.

I received a faulty item what do I do?

We will get this fixed for you ASAP

Please send us an email with the following information:

  • Your name
  • Order number
  • Product details
  • Description of the fault

You won’t be able to attach an image of the faulty item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything so we can make sure we get the correct item to you as quickly as possible.

How do I make a return?

you will first have to notify us for the reason of your return by filling out our online form here

not all items are eligible for a return / refund please see more in our t&c on our website.

once we receive and accept your request we will then provide you with the return address, you will be given the option to ship on your own or we can send you a return label which is deducted from your refund. our store locations can only accept returns only after your return request was received and approved by an online customer service agent prior to making the return in person. without this confirmation the sales assist in store may not be able to asist you.

How do I request a refund?

we understand that sometimes refunds or returns may be necessary. While certain items are non-refundable, such as food, personalized or custom orders, sale items, and shipping fees, we do accept returns on homeware and non-perishable products. Please refer to our refund policy for more information on the specific conditions and procedures.

To start a return / refund process you must fill out the necessary form here

When will I receive my refund?

A typical refund will take up to 14 days + your banks handling time.

If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

I cant see my refund on my bank statement?

We try to process returns ASAP but some refunds can take up to 14 days to be processed + your banks handling time (up to 7 days).

For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction. If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account it can take a further 14 days for this refund to hit your bank account - this is due to PayPal processing times.

Please wait 14 days before contacting us about your refund if you haven’t heard from us yet. If it’s been 14 days, we’ll get this looked into for you ASAP; please email us, info@thehapennybridge.es with the following details

  • Your name
  • Order number
  • Product name and codes of the items you returned
  • A picture of your proof of postage
  • prove that you where approved a refund.

  • Our Ethos

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  • Our goal is to ensure your satisfaction with every purchase. If you have any concerns or issues with your order, please don't hesitate to contact us. We are committed to resolving any problems and making things right for you.

  • Feedback

    At The Hapenny Bridge, we value your feedback and strive to continuously improve our services. If you have any suggestions or feedback regarding our customer service or any other aspect of your shopping experience, please let us know. Your input is invaluable to us, and we appreciate your contribution to our ongoing efforts to provide the best possible service. please fill in our feedback survey here