Welcome to Hempcoasterly. Below you will find answers to common questions about our cotton and linen placemat and coaster sets, payment methods, delivery, returns and customer service.
If you need further assistance, please contact us at coast@hempcoasterly.com.
1. Products
What products does Hempcoasterly offer?
Hempcoasterly offers cotton and linen placemats, coasters and coordinated sets for everyday dining and home table settings.
Where can I find product details?
Each product page provides relevant information, including available materials, dimensions, colours, quantities and set contents. Please review these details before placing your order.
How do I choose the right set?
Check the product description, dimensions and the number of items included in the set. If you need clarification before purchasing, please email coast@hempcoasterly.com.
2. Orders
How do I place an order?
Browse our product collection, select your preferred item and available options, add the item to your basket and proceed to checkout. Enter the requested contact and delivery details, review your order total and complete the payment process.
Will I receive an order confirmation?
Yes. Once your order has been accepted, an order confirmation will be sent to the email address provided at checkout. Please check your spam or junk folder if you cannot find the message.
Can I amend or cancel an order?
Please email coast@hempcoasterly.com as soon as possible and include your order number. We will review whether an amendment or cancellation is possible before dispatch.
If the order has already been dispatched, an ordinary amendment may no longer be possible. This does not affect any applicable statutory withdrawal or other legal rights.
3. Payment Methods
Which payment methods do you accept?
Hempcoasterly accepts the following payment methods where they are available at checkout:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Other electronic wallet options displayed during checkout
The payment methods available may vary according to your location, device, browser and transaction requirements.
When will my payment be processed?
Payment is processed during checkout. Your order can proceed once the payment has been successfully authorised or completed, as applicable.
If a payment is declined or cannot be completed, please check the information entered and contact your payment provider if necessary.
Will I receive confirmation of my payment?
Order confirmation and relevant payment information will be sent to the email address supplied at checkout, where applicable. Please retain your order confirmation for future enquiries.
What should I do if I am charged but do not receive an order confirmation?
Please check your inbox and spam or junk folders first. If you still cannot find your confirmation, contact coast@hempcoasterly.com with the approximate transaction date, order details and the email address used at checkout.
For your privacy, do not email full card numbers, card security codes or account passwords.
4. Shipping and Delivery
Where are orders dispatched from?
Orders are dispatched from Canada to customers in our European service areas.
Which delivery services do you use?
Depending on the destination and shipment, we work with delivery providers including DHL, FedEx and UPS Priority services.
How long does delivery take?
The estimated transit time is 5–12 business days from dispatch. The overall time from placing an order to delivery may also include order processing and packing.
Delivery estimates are not guaranteed arrival dates. Transit may be affected by the destination, carrier operations, customs procedures where applicable, public holidays and other transport-related circumstances.
Will I receive a tracking number?
Where tracking is available, we send tracking notifications automatically to the email address provided at checkout.
These notifications may be issued at key stages, including:
- When the order is dispatched.
- When the shipment reaches a carrier facility or logistics point.
- When the shipment enters the local delivery stage.
- When an out-for-delivery or delivery update becomes available.
The timing and detail of notifications depend on the tracking information supplied by the carrier.
What should I do if my parcel is delayed?
If your order has not arrived within the estimated transit period, email coast@hempcoasterly.com with your order number and tracking reference, if available.
We will review the shipment status and, where appropriate, investigate the matter with the carrier. Following the investigation, we will determine the appropriate resolution based on the circumstances, which may include a full refund or a replacement shipment.
Any resolution will remain subject to applicable legal requirements. The estimated transit period does not remove any statutory rights relating to delivery.
What happens if my parcel is lost or arrives damaged?
Please contact us at coast@hempcoasterly.com and provide your order number and relevant details. For damaged goods, photographs can help us assess the matter.
We will review the available information and arrange an appropriate resolution in accordance with the circumstances and applicable law.
The risk of loss or damage generally remains with us until you, or a person designated by you other than the carrier, physically receive the goods, subject to any lawful exception applicable to the transaction.
5. Returns and the 14-Day Right of Withdrawal
Can I return an item if I change my mind?
Where the statutory right of withdrawal applies, you may withdraw from your purchase within 14 days of receiving the goods, without giving a reason.
To exercise this right, email coast@hempcoasterly.com within the applicable period and clearly state that you wish to withdraw from your purchase. Please include your order number and the item or items concerned.
Do I need to explain why I want to return an item?
No. Where the statutory right of withdrawal applies, you do not need to provide a reason for withdrawing from the purchase.
Can I return an item after opening its packaging?
Opening the packaging does not automatically remove the statutory right of withdrawal. However, you may be responsible for diminished value if the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, as permitted by applicable law.
How do I send a return?
After notifying us of your withdrawal, return the goods without undue delay and within the applicable statutory period, generally no later than 14 days after notifying us.
Please contact coast@hempcoasterly.com for the return address and instructions before sending your parcel.
Where permitted by law and disclosed before purchase, customers may be responsible for the direct cost of returning goods when exercising the right of withdrawal.
When will I receive my refund for a returned order?
For a valid withdrawal, refunds are generally issued without undue delay and within 14 days after we receive your withdrawal notification.
Where permitted by applicable law, we may wait until the returned goods have been received or evidence of dispatch has been provided. Refunds will normally be issued to the original payment method.
The refund includes the standard outbound delivery cost where required by law. Additional costs arising from a more expensive delivery option may be excluded where permitted by law.
6. Damaged, Defective or Incorrect Items
What should I do if my order arrives damaged or defective?
Please email coast@hempcoasterly.com as soon as reasonably practicable after discovering the issue. Include your order number, a description of the problem and clear photographs of the affected item. Photographs of the outer packaging may also be helpful.
Do I need to return a damaged item to receive a refund or replacement?
Where the photographs and other available information sufficiently establish the issue, we may arrange a refund or replacement without requiring you to return the affected item.
The appropriate resolution will depend on the circumstances and applicable law. Requesting photographs helps us assess the matter and does not remove any statutory remedies available to you.
Can I request a refund or replacement for an incorrect item?
Yes. Please contact us with your order number, details of the discrepancy and relevant photographs where available. We will review the order and arrange an appropriate remedy in accordance with the circumstances and applicable legal requirements.
7. Refunds
How will my refund be issued?
Refunds are normally issued to the original payment method unless another arrangement is agreed with you and permitted by law.
How long will a refund take to appear?
The time taken for a refund to appear in your account may depend on the payment method and the relevant financial institution. We will initiate the refund within the applicable legal deadline.
Will I receive a refund if my order cannot be fulfilled?
If we cannot fulfil an accepted and paid order, we will notify you and arrange an appropriate refund in accordance with applicable law.
8. Customer Service
How can I contact Hempcoasterly?
You can reach our customer service team using the following details:
Brand: Hempcoasterly
Email: coast@hempcoasterly.com
Website: https://www.hempcoasterly.com
When will I receive a reply?
Please leave us a message by email. We aim to respond within 24 working hours. Response times may vary depending on the nature and volume of enquiries.
What information should I include in my enquiry?
Please provide your order number where applicable, the email address used for the purchase and a brief description of your question. This helps us locate the relevant order and respond more efficiently.
For your privacy, do not include full payment card details or account passwords in your message.
9. Privacy and Personal Information
How is my personal information handled?
We use relevant personal information to process orders and payments, arrange delivery, respond to enquiries, manage returns and refunds, and meet applicable legal obligations.
Payments are processed by Stripe. For more information about the collection, use, disclosure and retention of personal information, please read our Privacy Policy on our website.
How can I contact you about a privacy matter?
Please email coast@hempcoasterly.com and state the nature of your privacy enquiry. We will handle your request in accordance with applicable privacy legislation.
10. Further Assistance
If your question is not covered above, please contact coast@hempcoasterly.com and include any relevant order details.
Thank you for choosing Hempcoasterly. We appreciate your interest in our cotton and linen placemat and coaster collections.