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Hive eBay FAQs

Delivery

Hive offers FREE delivery on all UK orders placed with Economy postage.
Economy UK orders are sent via Royal Mail Second Class post and Yodel 72 hour service depending on the weight and size of the item.
Standard UK orders are sent via Royal Mail First Class post and Yodel 48 hour service
The majority of our orders are dispatched via a standard airmail service. A tracking number cannot be provided.
Orders dispatched to Germany and the United States are sent on a fully trackable service.
Where possible we will try to send your order in as few packages as possible. However sometimes we have to send your items separately, you will be notified of this in your account section.
When visiting the eBay product page, go to the “Postage and Payments” tab. Select the shipping destination and click “Get Rates”, this will display the correct postage cost for your location. If your location does not appear in the drop-down box then we are unable to ship that particular item to the location requested.

Delivery Times
We aim to dispatch all orders placed before 2pm on the same working day. The expected delivery time listed on the product pages are an estimate only.
As a guide most orders will be delivered within the following timescales:

  • United Kingdom: (Economy) 3-5 working days - (Standard) 1-2 working days

  • International orders:5-12 working days

Late Delivery
In the event of your order being delayed or lost in the post, we will endeavour to provide a suitable resolution. While we aim to deliver your order in the time frame specified, occasionally events outside of our control can cause delays. Because of this we would ask that you allow the following amount of time before contacting us about your order(s):

  • UK – 10 days
  • International – 30 days

If your order exceeds this please contact us with as much detail regarding your order as possible.

I have changed my mind and would like to make cancel/make changes to my order
Providing our customers with a superfast service is very important here at Hive. To ensure this is achieved, all of our systems are fully automated. Once received, your order is likely to be ready to dispatch within half an hour. Due to this it is vital to double check your order before it’s submitted.
However please do contact us as soon as possible and we will endeavour to try our best to help. If your order is dispatched you may return it to us for a full refund providing that the item is in a brand new and sealed condition. You will be responsible for the cost of returning the item(s).

I have entered an incorrect delivery address at the checkout. Can this be changed?
To meet our superfast dispatch standards all of our systems are fully automated. This often means that once an order is placed we are unable to amend the address. However, if you have entered an incorrect delivery address please contact us as soon as possible as sometimes it is possible to amend this.
If we are unable to amend the address we will contact you if the order is returned to us. Hive cannot be held liable for orders not received due to incorrect/ incomplete addresses being supplied.

How do I track my order?
If your order is dispatched via a trackable service you will be able to view the tracking number in the ‘My Account’ section of the site for the relevant transaction. Please be advised that we do not currently offer a trackable service outside of the United Kingdom.

What do I do if I haven’t received my order?
If you do not receive your order in the time frame specified above please contact us via ebay@hive.co.uk and we will resolve as soon as possible. Please be advised that, in accordance with our Terms and Conditions, claims of non-receipt must be reported within 30 days of placing the order.

I have a question about an item I would like to order, what should I do?
If you would like to know more about information about a product before ordering feel free to contact us via the ‘Ask a question’ button or by sending us an email to ebay@hive.co.uk  . Be sure to include a link to the item or its ISBN/EAN number and any other information that will help us to assist you.

Cover design images
The images supplied on our listings are intended as a guide only. Our products are sourced from various suppliers. The images are supplied by the publishers and studios directly who have various cover designs under the same ISBN/EAN number. With this in mind it isn’t always possible for us to guarantee that you will receive the cover shown. If in doubt, please contact us directly and we will endeavour to check our stock before you make a purchase.

Can you send me some images from inside the Book/CD/DVD?
Due to copyright restrictions and the majority or our items being factory sealed we are unable to provide additional images from inside our products.

Can I collect the item from you?
We trade solely online and cannot offer personal collection for our administration or warehouse addresses.

Payment

Which payment methods do you accept?
We currently only accept payment via PayPal. We do not accept payment via: cheque, postal order or over the phone.
When will my account be charged?
All of our items are listed on a ‘Buy it Now’ basis. This means we require immediate payment to complete and process your order.
Can you send me an invoice to pay?
The “Buy it Now” button will provide you with the order total and means to pay at the checkout. Unfortunately we cannot raise an invoice prior to payment.

I’m having problems paying for my item, what should I do?
Unfortunately payment related issues are outside of our control. Please contact PayPal directly who will be able to resolve for you. If you experience further difficulties please contact us directly and we will endeavour to assist.

Can you lower the price of a listing?
We aim to be competitive and price our items on eBay as low as we possibly can. Regrettably we are unable to reduce or prices any further.

Will you include a VAT receipt with my order?
A standard eBay packing slip will be provided within the package. This does not contain VAT information. A separate VAT invoice can be emailed in PDF format by contact us via ebay@hive.co.uk

My order is a gift, can you remove the invoice?
Our systems are fully automated which means we are regrettably unable to remove invoices from our packaging.

Returns and Exchanges

What do I do if I have received a faulty product or the wrong item?
If upon inspection your order contains a material fault or you receive an incorrect item, please contact us via ebay@hive.co.uk before returning the item. To ensure a timely resolution please enclose the following:

  • Your order number
  • Images of the faults/defects
  • ISBN/EAN of the incorrectly received item(s)

If we request you to return your order please do so within 30 days of receipt.
What do I do if I receive a damaged item?
In the event that your order arrives damaged please accept our apologies. In order to investigate the issue promptly, please contact us within 7 working days via ebay@hive.co.uk  . Please ensure you provide us with your order number and images of the damaged item:

  • Images must depict the damage caused
  • The images you send must also include the packaging the items arrived in including the delivery note.
  • If we request you to return your item, please do so within 30 days of receipt.

Hive cannot be held liable for return postage costs of orders returned without prior agreement.
Why do I have to supply images of damaged/defective items?
Supplying us with images of any damaged/defective items enables us to ensure that the best resolution is provided. Images also help us to ensure that our remaining stock is fault/damage free.

Do you accept returns?
Here at Hive we want you to be 100% satisfied with your purchase. If you’re not satisfied simply return the item(s) within 30 days for an exchange of the same item or a refund.
For a refund or exchange the items need to be returned:

  • In their original condition; ideally in the original packaging provided
  • To the correct return address as provided below
  • Within 30 days of receiving the item
  • With a copy of the delivery invoice (Included by us within the package when dispatched)
  • CDs and DVDs must be returned with their holographic seal or shrink-wrap intact.
  • Any other item must be returned in a new condition with its original packaging and accessories.

It is your responsibility to ensure the safe return of the item(s) to us. If you return a high-value item, we recommend you use a recorded delivery service. For all returned orders we would advise you obtain a proof of postage from your chosen carrier.
If the item is being returned due to damage or a product fault, and you have contacted us prior to returning it, your postage costs will be refunded upon receiving proof of a valid postal receipt.

How should I package my return?
To ensure that a prompt replacement or refund is provided please see the following guidelines when returning your order:

  • Make a copy of the order invoice included within the package and clearly state the: Buyer ID, email address and the reason for returning the item(s).
  • Enclose the above within the package and use the returns address sticker included on the packing slip provided. This can be found in the bottom right hand corner.
  • Address the package to:

Hive.co.uk Returns
PO Box 162
Pevensey
BN24 9DS

 

  • Take your parcel to your local postal office to send it back to us. Be sure to keep a copy of the postage receipt!

I am returning my item by courier and they cannot deliver to a PO Box, what should I do?
If you are returning a heavy or large item to us via a courier service please follow steps 1 to 3 above and apply the following address to the parcel:

  • Hive Returns

7 & 8 Edison Road
Eastbourne
East Sussex
BN23 6PT
Once the parcel has been handed to the courier please contact us and provide the tracking number for the shipment. As soon as we have confirmation of the items return we will ensure that a replacement or refund is processed for you.
Hive reserves the right to refuse delivery or charge a restocking fee for any order returned outside of the 30 day policy unless agreed prior to return.

Give us your feedback!
In the event that you have an issue with your order, or the service you have received from Hive, please contact us directly before leaving feedback. We will endeavour to resolve the problem for you.