Shipping & Returns Expectations

For Vendors on Virtually Hebden

We’re building trust in a digital high street — one package at a time. Here’s how we keep shipping simple and returns respectful for both sellers and customers.

SHIPPING EXPECTATIONS

You’re responsible for:

• Packing the item securely and neatly ‍
• Dispatching within the timeframe listed on your product page ‍
• Updating the status if there’s a delay (communication is key!) ‍
• Choosing your delivery method (Royal Mail, courier, bike drop-off, etc.) ‍
• Listing clear delivery options (e.g. local collection, tracked, standard)

Dispatch Timeframes

We recommend shipping orders within 2–4 business days unless otherwise stated.

You can adjust your own dispatch time under each product listing. Please keep it realistic and consistent.

Delivery Methods

You may offer:

• Click & Collect
• Local Delivery (by bike, foot, or car)
• Royal Mail or Courier
• Free delivery (optional)
• In-person pickup during shop hours

Tip: List any collection days or delivery zones clearly in your shop profile.

PACKAGING GUIDANCE

• Use recyclable or reused packaging where possible
• Secure items with care — especially fragile goods
• Add a thank-you note or message if you like (customers love this)
• Avoid excessive plastic packaging (you’ll earn a Sustainability Badge!)

RETURNS & REFUNDS EXPECTATIONS

You must clearly state:

• Whether you accept returns
• If so, within what timeframe (e.g. 14 days from delivery)
• Who pays return postage
• Any non-returnable items (e.g. perishables, custom orders)

This will appear on your store page and must be honoured once stated.

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Dispute Resolution Principles

If a customer is unhappy:

• Respond within 48 hours

• Ask for proof (e.g. a photo if item is damaged)

• Offer a refund, replacement, or alternative based on the issue

In rare cases where resolution fails, Virtually Hebden will mediate.

EXAMPLES OF RETURN POLICIES

“Returns accepted within 14 days. Item must be unused and in original packaging. Customer pays return shipping unless item is faulty.”

“All sales final on handmade or custom items. Please message with any concerns — we want you to be happy!”

“Returns accepted on non-food items. Please contact within 7 days of delivery to arrange.”

UNACCEPTABLE PRACTICES

🚫 Ignoring customer complaints

🚫 Shipping items significantly later than promised

🚫 Using non-tracked methods for high-value items without disclosure

🚫 Misrepresenting item quality or materials

Vendors who breach customer trust may be removed from the platform after warnings.

Need Help?

We can help draft your policy, advise on packaging, or assist with disputes.

Contact: virtuallyhebden@gmail.com

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