Frequently Asked Questions

Can I place an order over the phone?

All our orders are dealt with via the Internet. To arrange different method call 01202 486735 Monday - Friday 9 - 5pm

Can I change or add items to my order after it is completed?
Yes, provided it has not already been shipped. If you need to make changes, please notify us as soon as possible, Once the order has been despatched, we are unable to cancel or amend the order.

Do you have a shop?
At present we do not have a shop, orders have to be made online.

What type of payment does Hatcatcher Ltd accept?
Pay Pal/ Credit/Debit Card. You can also pay by credit card through the Pay Pal portal. You do not have to have a Pay Pal account to pay by credit card. We will also accept a cheque which has to be cleared before shipment is made. If you wish to pay by cheque call our office on 01202 486735.

What makes secure?
SSL Technology: We use the industry standard (SSL) server provided by PayPal which is the best software available today for secure commerce transactions. All of your information including credit card and personal information is encrypted.

How will my order be delivered?

Hatcatcher Ltd deliver by Royal Mail. You can choose from Recorded Signed For™ Royal Mail deliver next day with most First Class items. Royal Mail Special Delivery™ Next Day, even Royal Mail Special Delivery™ Next Day with Guaranteed Saturday Delivery. All Items sent abroad are Royal Mail, Airmail - Signed for. We can confirm that your parcel has been delivered at (

Can I track my order?
With Recorded Signed For™, you get next day delivery with most First Class items.  If for any reason your package does not arrive as expected please call us, we can track your package if you chose Royal Mail Guaranteed next day delivery. If you chose Royal Mail Recorded Signed For™ we can view the item online to see if it has been signed for, and by whom.

What happens if I am not home when my package is delivered?
if there is no reply when the item is delivered a recorded delivery card will be left by Royal Mail informing you where to pick up your package.

What if my order doesn’t arrive, can I find out where it is?
The most common reasons for delay is that there was no one in at the time of delivery, as a rule a card is left by the Courier to let you know if they couldn’t deliver. On rare occasions weather may delay delivery, or even strike action. You can call our customer services department where we will attempt to ascertain what has happened to your order.

Can I call at your offices to pick up my purchase, or return an item to you at your warehouse?
This is not possible at present. Please return item by post to us using our normal business address. Hatcatcher Ltd, 120 Stanpit Christchurch Dorset BH23 3ND (England)

Do you deliver to BFPO addresses?
Yes we do. Your mail will be posted and directed to your BFBO address.

If I am an international customer will I have to pay customs and import charges?
As we ship from the UK you will not pay any import duties if your country is also part of the EU (European Union) If you are outside of the European Union any customs or import duties are charged when the parcel reaches its destination country address. These charges must be paid by the recipient of the parcel. Charges vary from country to country. We have no control over these charges, and do not know what the exact cost will be (if any).

Do I pay postage for items I return, if I want a refund or exchange?

Yes, if you are returning for an exchange or refund you will need to cover the postal costs needed to send the Item back to Hatcatcher Ltd. Only New and unworn items, returned in the original packaging within 14 days of purchase. We recommend that you use Royal Mail recorded delivery to ensure you/we can confirm that your package has arrived at our offices. If the item is being returned because it is faulty we will refund the postage.

Can we collect items or drop them back to the Warehouse for returns?
This is not possible at present. Please return items by postage to our normal business address.

How long does it take to process my Refund?
Refunds can be a couple of days or take up to a week or more depending on location etc.

How long does it take to process my Exchange?
An exchange can take up to a week or more depending on where you live or in what country you reside.
Exchanges usually take no more than 1 working day from when your item(s) arrives back to Hatcatcher Ltd. We post exchanges back to you which will take 3-5 days or more to deliver. This return process can be dependent on the time of year, location, customs if any, Royal Mail etc.

What do I do if I have received a faulty product or the wrong item?
Call our customer services with the details and we will arrange to have a new item sent to you.

I have sent my return items to Hatcatcher Ltd but you do not seem to have received them, how do I claim?
We always recommend that you send items back via Royal Mail recorded delivery, this way the item can be verified as delivered by going onto the Royal Mail website, you can track your parcel at ( Royal mail suggest waiting for 15 days first.


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