Customer Service

Shipping & Delivery
- Delivery method is chosen by the customer at point of purchase as part of the checkout process. There are various postal methods available, all include some level of tracking. If your preferred shipping method is not offered please contact our customer services and we will accommodate your request if possible. When you receive email confirmation of dispatch your Parcel number / Tracking number will be given. - Orders will be sent to the delivery address that you have submitted. We cannot be held responsible if this delivery address is incorrect. If you wish to change the delivery address prior to submitting your order you may do so by Editing your account information or contacting the Customer Services team. If the order is in process promptly contact our Customer Services team and we will try our best to help. - We will try our best to ship the same day as payment clears although we can not dispatch orders on the weekend and after 4pm GMT on week days. - We quote the mail handlers shipping times and guarantees and we cannot accept any liability for late deliveries which are due to circumstances outside of our reasonable control. - Once the goods have been received by you, all risk of damage to, or loss of, the goods shall pass to you. If you intend to cancel your order in accordance with the cancellation and returns policy, you must keep good care of the goods pending their return to us. - If you suspect your order is not arriving check with your neighbours to see if they have accepted the order. Also check with your local postal sorting office, who may have held the order even if they have not left a card. -If your order has still not arrived after allowing the recommended delivery timescales, please contact us and we will investigate the matter further. - Customers have up to 21 days from the date of despatch to report an undelivered order, beyond that point HID Origin will be unable to help.
Privacy & Security
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Returns & Replacements
- You have the right to cancel your order with us within 7 days of the date of delivery. If you wish to return your order you must inform us in writing by email (HIDOrigin@gmail.com) or by letter (Returns Dept, 156 Main Street, Callander, Perthshire and Kinross, FK17 8BG, UK)
- Requests for a refund or exchange must be made in writing either by letter (Returns Dept,156 Main Street, Callander, Perthshire and Kinross, FK17 8BG, UK) or e-mail (HIDOrigin@gmail.com), not by telephone. - Once you request has been received a Return code and full details of our returns procedure will be issued. - Return codes are valid for 7 days from date of issue. - The Return code must written clearly on the returns packaging and any goods returned without a valid Return code will not be accepted. 
- Goods can only be returned for a refund or exchange if they are in the same original unopened condition as when they were despatched, therefore we strongly advise all customers to ensure they have the correct product for their requirements before opening the packaging.
- Unwanted goods must be returned using an appropriate postage method and do so at the customers own cost. HID Origin will not refund any postal costs associated with either the dispatch or return of an order.
- Returned goods remain the responsibility of the customer until they have been signed for by a HID Origin member of staff. We therefore strongly recommend that any returned goods are returned in an adequately strong box (not a ‘Jiffy’ envelope), and posted with sufficient postal insurance and tracking.
- Goods that are returned simply because they are unwanted will be subject to a re-stocking charge of up to 15% of the total value of sale to cover the original postage, administration and returns handling.
- If you receive your order either damaged or incomplete you must notify HID Origin by email with 48 hours of delivery. Beyond this point we can not be held responsible for any damaged or incomplete orders.
For any further assistance or information please do not hesitate to contact HIDOrigin@gmail.com.
Ordering
HID Origin Aims to make the ordering process as user friendly and informative as possible. We Try to keep in touch with the customer uniti the order has been competed and the product delivered. We will happily try to accommodate special order requests and wholesale orders. If at any time during the ordering procees further assistance or information is needed please do not hesitate to contact HIDOrigin@gmail.com.
Payment, Pricing & Promotions
- HID Origin continually strives to give our customers the best value for money. We try to maintain the lowest possible price on all products at all times whilst still maintaining high standards of customer service, support and Product warranty.
- Where possible further discounts may be given as part of a limited period promotion or sale.
- Reduced prices for sales and promotions are only valid for the specified period.
Viewing Orders
HID Origin sends order updates to keep you informed on the status of your order. If at any time during the procees further information is needed please do not hesitate to contact HIDOrigin@gmail.com.
Updating Account Information
Please email and queries or difficulties regarding updating your account to HIDOrigin@gmail.com.