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Kelly Hoppen FAQ

What Does the Candles and Room Scents Smell Like?

Kelly Hoppen scents are a blend of the aromatic, the woody and the spicy. A patchouli/myrrh base weave in harmony with floral heart notes of clove and violet helping produce a warm atmosphere.

How Long Will It Take to Deal With My Return?

As soon as your retuned items are received back into their warehouse Kelly Hoppen will process your return within 5 working days. It could then take 3 to 5 days for the refund to appear on the statement of your chosen payment method.

How Long Does Delivery Take and Cost?

  • Standard UK Delivery (2-3 working days) £5.95
  • Express delivery (Next working day) £9.95
  • DHL International (ROW) Delivery (2-4 working days)
  • Parcel Force (EU) 2-3 working days

Kelly Hoppen aims to dispatch all orders received by 2:30pm on the same day, (excluding weekends and bank holidays) However, please allow 2-3 working days for your order to arrive.

The cost of overseas despatches are confirmed at the checkout and are dependent upon country of destination and consignment weight.

Please note that couriers require a signature on arrival.

Where is My Kelly Hoppen Order?

Please allow 2-3 working days for your Standard UK Delivery order to arrive. However, you can follow the progress of your order via your online Kelly Hoppen account or track your order via the Track Delivery link provided in your despatch confirmation email. Kelly Hoppen will update you on any changes in the unlikely event of a disruption to your delivery.

Can I Add Items to an Existing Order Or Combine My Orders?

Kelly Hoppen is unable to add to an existing order or combine a number of orders. Should you wish to receive all your purchases into one order then please contact customer care team who will assist where possible. Any such changes may delay the final delivery and could incur additional cost.

How Do I Know If an Item is In Stock At Kelly Hoppen?

If an item is in stock you will be able to add it to your basket. If there is no stock available you will see the 'Out of Stock' sign on the product pages. If you would like to be notified when an item comes back to stock please select the ‘Out of Stock’ button next to the product and follow the instructions to receive an email notification when stock is available.

Does Kelly Hoppen Save My Card Details?

If you have a registered Kelly Hoppen online account, Kelly Hoppen can securely store your card details to provide a smoother shopping experience next time you order from Kelly Hoppen. If you do not wish to save any card details you have the option to opt out of this service at the Checkout stage. If you place an order as a guest customer your card details are not stored.

What Payment Methods Can I Use At Kelly Hoppen?

Kelly Hoppen accepts Visa, MasterCard, American Express and PayPal. Your full card details will never be displayed, only the last 4 digits so that you know which of your cards you are using. You can delete and add cards as you wish via the 'My Account' section of the website.

Are My Goods Insured?

Kelly Hoppen will insure your goods until the point that the delivery is signed for. Kelly Hoppen cannot be held responsible for any damage after confirmed receipt of goods.

How Do I Track My Kelly Hoppen Order?

You will receive an email notification when your item is ready for despatch containing your unique tracking number and a link to the courier’s tracking page. Your tracking information will be updated after as your order has been collected from warehouse and through the delivery process. If you need further assistance with your order please do not hesitate to contact Customer Care team on 0203 701 9333 or email Kelly Hoppen to [email protected] The opening hours are Monday to Friday 9am to 5.00pm.

What is a Wishlist?

A Wishlist is a personalized shopping list you can create within your account of their products you love. You can easily manage your Wishlist within your Kelly Hoppen online account and send it to your friends and loved ones.

Is It Safe to Use My Credit Card On Website?

The privacy and security of your personal information is of paramount importance to Kelly Hoppen. Ther website uses state of the art encryption software and a secure server to protect you and the information you provide to Kelly Hoppen. Kelly Hoppen is registered under the Data Protection Act 1988 and adhere to all applicable legislation.

Why Should I Open an Account?

You do not need an account to place an order but it does allow you to make the most of their fantastic products and service, review your orders, store personal information for ease of future use, and receive news on latest products.

How Can I Cancel My Kelly Hoppen Order?

Kelly Hoppen aims to have all their parcels despatched on the same day they are placed. If you would like to cancel your order, please call Kelly Hoppen as soon as possible on 0203 701 9333 (Monday to Friday 9.00am to 5.00pm) and Kelly Hoppen will assist you with your request. Please note that it may take longer to cancel your order if it has already been despatched. However, Kelly Hoppen will process your request as soon as your parcel has been retrieved from couriers.

Can I Place an Order Over the Phone At Kelly Hoppen?

Yes. If you wish to place a phone order, please contact Kelly Hoppen on 0203 701 9333 and one of Customer Care agents will process your order.

How Can I Make a Purchase?

To place an order online, simply add the items you wish to order to your Basket and proceed to Checkout. You can make a payment with your credit/ debit card (Visa, MasterCard, and American Express) or PayPal.

If you need any assistance with your order please contact our Customer Care team on 0203 701 9333 or email  [email protected]