Contact information

By completing your order/ paying invoice , you will be confirming you have read, understood and agreed to all of this information.

This essentially protects both us and yourselves by outlining key safety guidelines. By completing your order, you will be confirming you have read, understood and agreed to all of our terms and conditions.

 

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PLACING ORDER

Orders can be placed via Instagram, email or website. It is the customer responsible to check order details on invoice. If you received matching item with invoice but received incorrect item it is customer responsibility to return or exchange of part or all their order due to not checking their invoice.

Please contact us earliest is possible if there is anything incorrect on the invoice. Corrected invoice will be sent. 

After your order has been placed and deposit paid no changes can be made.

We reserved the rights to cancel the orders at any given time and part or full refund will be issued depending if your order already been started or not

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PRODUCTION TIME

All orders will take  14 -21 working days (Monday - Friday - excluding bank holidays) NOT INCLUDING DELIVERY TIME! if you need items earlier please reach us out by email. Large props production time can be longer. 

LARGE and BESPOKE items may take longer, it will be always discussed before we take any order.

All props are subject to a lead time of 21 working days. Please remember, this is working days and therefore does not include weekends and bank holidays.

PLEASE DO NOT BOOK FOR EVENTS FOR YOUR PROP UNTIL THEY HAVE ARRIVED!

 

Please note all items come unpainted. If you require your item sooner, you will need to email us at hgpropshop@hotmail.com with your order number and requested delivery date (please take into account painting time when you request your date).

Please be aware, an extra charge may be applicable as our shipping prices are dependant on schedules. This is not always the case, however we will let you know if this is applicable to you once we receive your request. If an extra charge is applicable to you, you'll receive this via a separate invoice. 

 

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CANCELLATION​

ANY CANCELLATION AFTER 5 WORKING DAYS (invoice payment date): any balance has been paid , will not be refunded.

 

 

COLLECTION

We understand how difficult can be find time to collect the items , however we won’t be able to store items longer than 5 working days. Our grace period for collection is 5 working day. Please always check opening times! HG Prop Shop workshop is not open on Sundays and Monday to Friday we are open from 8am  -4 pm. Saturdays by appointment time only. Please respect our time and allow extra time for  your travelling. Our workshop, carpenters leaving the workshop at 4pm.

 

 

RETURN

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging and claim must be made within 24 hours. 

To start a return, you can contact us at hgpropshop@hotmailcom If your return is accepted, clients that want to return the item will have to pay shipping cost back to HG Prop Shop

HG Prop Shop will not provide a return label, we will provide the instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hgpropshop@hotmail.com

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DAMAGES AND ISSUES

• Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue and make it right. Any claim for damages must be claimed within 24 hours. 

• All our props are very sturdy, we would recommend using sandbags to provide extra stability.

• It is your responsibility to ensure props are weighed down.

• You will be solely responsible for ensuring your prop is put together safely and securely and does not cause injury or damage to items or people. We will not take responsibility for this.

• Please ensure children and pets are supervised around props.

• Please ensure the weather conditions are suitable for using props.

• If it is raining or windy there is risk that your prop will be damaged or cause harm to others. We will not take responsibility for this.

• It is your responsibility to protect your prop adequately when storing and transporting. We will not be responsible for any damage caused in these circumstances.

 

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DEFECT

All our props may have minor imperfections. If a prop has such minor imperfection that it does not affect its main use HG Propshop will not offer a refund, replacement, compensation, credit or free repair.

 

 

POSTAGE

Postage time : 3-5 days over the 14 working days production time. Eligible props sent via DPD, and private driver service unless this service is not available. Once the order has been dispatched with this service HG Propshop is not taking any responsibility for any delays that occur during transit.

Delays in delivery are can happen due to industrial action/exceeded capacity/weather etc.

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WHEN YOU PLACING ORDER.

HG Propshop will not offer a refund, replacement, compensation or credit if your order is delayed arriving to you. 

Please note it is the customer responsibility to contact DPD is there is any delay or if a package has been damaged or delayed.

 

 

AFTER DELIVERY, COLLECTION

Any damage made to after collection/delivery is at the responsibility of the customer. It is the responsibility of the customer to make sure the items are set up on level flooring, indoors and securely weighted to remain upright when in use.

 

 

QUALITY CHECK

Every order is pass a quality check by HG Prop Shop before collection, postage or delivery. Person who collection must check if their order is correct and quality as well. HG Prop Shop will not accept any responsibility once the order has left the workshop.

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order.  We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

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DELIVERY INFORMATIONS

HG Prop Shop delivery service is curb side service. HG Prop Shop do not take items in house, garden, staircases etc. 

Please make sure someone will be at the location to take over the delivery.! If there is no person to accept delivery HG Prop Shop will arrange new delivery date and new invoice will be sent for the delivery.