How can I order?We hope we have made our website as easy as possible to order from, but if you’d prefer to order by telephone, please call on 07770 922 355.
We aim to despatch all orders within 2 working days. Your credit card will not be charged until goods are ready to be despatched to you.
Can I make a cheque payment?
We will happily take payment by cheques issued from a £ Sterling/UK bank account. The process is a little different, so please call us to place your order, rather than placing it via the website. You can place your telephone order on 07770 922 355 during working hours (9am to 5pm Monday to Friday). Your order will be processed for despatch, once your cheque has been received and has cleared.
How much is the delivery charge?
There is a single delivery charge for all orders sent by standard delivery within the UK. There are two price bands for express delivery, one for lighter items and one for the heavier, bulky cushions. Please refer to our delivery information.
Can I send to multiple addresses?
Yes, individual items within your order can be sent to different addresses within the UK. Please note though, that there will be a separate delivery charge for each different address.
Can I cancel or amend my order?
It is possible to cancel an order, if it hasn’t already been prepared for despatch. Please contact us as soon as possible to find out how far your order has been processed. Once your order has been packed, we are unable to remove items or add them in; however, we can amend the delivery address, if your order has not yet been sent. If your item(s) have already shipped we will be happy to exchange or refund within 14 days.
How long will it take for my order to arrive?
Standard delivery items will be delivered within 5 working days. Delivery times are calculated in working days from Monday to Friday. If you order after 3pm, the next working day will be considered the first working day for delivery. In the case of bank holidays and over the Christmas period, please allow an extra two working days. No deliveries will be attempted at weekends or on bank holidays. We will email you if we become aware of an unexpected delay.
Can I specify a delivery time?
If you would like your order quickly, we have an express delivery dervice available to Mainland UK customers. For more information about this, please see our delivery information page – click on the link at the bottom of the homepage.
We are unable to specify a particular time of the day for delivery, so if you are going to be out, please let us know whether there is a neighbour you would like us to leave your parcel with. Alternatively you can designate a safe place for the courier to leave the parcel, but we cannot be held responsible if a parcel then goes missing.
How do I track my order?
We use MyHermes for standard parcel delivery in the UK. You will receive an email from them regarding delivery. Please follow the instructions included in their email to track your order.
Express delivery parcels will either be sent by Royal Mail Special Delivery service or with a national courier company. You will be notified by email, which service has been used.
Royal Mail Special Delivery will require a signature on delivery and will be delivered by your postman. If your parcel is sent by courier, you will receive an email from them regarding delivery. Please follow the instructions included in their email to track your order. Please ensure that someone is around to sign for your parcel.
What should I do if my order arrives damaged or items are missing?
In the event of an item arriving damaged or where there are items missing from your order, please contact us within 7 working days to let us know. The sooner you let us know the better, so that we can get a replacement out to you and investigate the problem. It is sometimes necessary to ask customers to provide a photograph of the damaged items to allow us to follow up with our couriers regarding your order. We may also require you to return your order.
What should I do if I want to return or exchange my order?
If you would like to return an item for a refund or exchange, please notify Lou Hopper by phone or email, prior to sending it back. Items need to be returned to Lou Hopper within 14 days and should be sent to:
19 High Street, Puckeridge, Ware, Hertfordshire SG11 1RN
Please use some form of delivery service that requires a signature. We do not cover the cost of return postage. Once we have received the item(s) (in the condition in which they were sent) we can either offer you an alternative item or a full refund. Please ensure that you include your name, address and telephone number or email address when returning goods.
What do I do if I'm unhappy with my order or the service received?
We try our hardest to ensure all customers are satisfied with their order and the level of service they receive from us. If for any reason you are not completely happy, then please contact us and we will do our best to resolve the situation as soon as possible.
Why does the fabric colour look different in real life than on my computer screen?
We endeavour to represent the printed colour of our fabrics as faithfully as possible, but please note that we cannot control the colour settings of your own computer monitor. It is also worth bearing in mind that our fabrics are generally produced from natural fibres, so there can be irregularities in the weave.
How should I care for my garments, bags and home furnishings?
All the textiles on Lou Hopper.com are hand printed and as such require gentle care when it comes to washing. Please refer to our Washing page for the recommendations given by each of the designers to care for and prolong the life of their products. Look for the link at the bottom of the homepage.
What is your ethical policy?
We are proud to be working with and building relationships with small scale designers and producers in South Africa. Much of the craftsmanship, such as printing and sewing, is done by the designer, or produced by local craftspeople, whom they have teamed up with. Some of the designers have invested in building teams of previously unskilled workers, training them up to undertake skilful printing techniques or complex seamstress work.
How do I get regular updates about new products?
Register your details with us and we'll keep in touch with you with our email newsletter. This is the best way to hear about discounts and offers as well. Like us on Facebook too for the most up-to-date news.
What happens if I join the mailing list, will my details be given to other organisations?
How secure are my details?
Lou Hopper values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security.
How can I update my details?
You can manage your account and update your details by logging in to My Account. If you experience any difficulties using this facility, please email us or call Customer Services on 07770 922 355.
I've forgotten my password, what should I do?
Go to Log In/Register and click on the "I've forgotten password" link. This will request a password reminder to the email address you have registered with us. If you have any further problems, please email us or call Customer Services on 07770 922 355.