Frequently Asked Questions
Below are the answers to some things we often get asked. If you'd like more info or for anything else please drop us a line at hello@hammade.com.
US & EU Customers
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Due to recent changes in U.S. tariffs, sadly we are currently unable to ship ceramics to the United States. However, we are still able to send cards and prints as usual.
We understand this may be disappointing, and we truly appreciate your patience and support.
Please know that we are actively working on a solution and are committed to restoring full shipping to the U.S. as soon as possible. Stay tuned - we’ll keep you updated as things progress.
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We are in the process of updating all our product labelling in line with the new EU General Product Safety Regulation (GPSR) which recently came into effect. Until this complete, sadly we are not able to ship ay orders to countries within the European Union.
We’re working hard to meet the new packaging requirements as quickly as possible and are committed to resuming shipments as soon as possible.
We really appreciate your understanding and patience during this time, and we’ll keep you up to date with our progress.
Ordering & Payment
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When you have found a product you would like to purchase, click on the 'Add to basket' button and it will appear in your shopping basket. To review your products click on the basket symbol in the top right corner of the website. Here you can remove items and change quantities. Once you are happy with your selection click ‘Checkout’. You will then be asked to provide your name, email and shipping address. Once complete click ‘Continue’ and you will be taken through to our secure payment pages hosted by Shopify. Here you will need to enter payment details. On completion of the order an automated email with a summary of the items you have purchased will be sent to you confirming the transaction.
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Products are subject to availability. If a product is temporarily out of stock please email hello@hammade.com and we’ll notify you as soon as it’s back online. Alternatively keep checking the website. You can also keep up to date with HAM‘s latest products by joining our mailing list here.
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We make every effort to get your order dispatched within 5 working days from order confirmation. If you haven’t received your product within 7 working days please contact us on hello@hammade.com
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HAM accepts Visa, Mastercard, American Express, Maestro, Shopify Pay, Apply Pay and Google Pay. HAM uses Shopify to process payments. This secure merchant is independent and will never disclose your payment details to us. All prices are stated in British pounds.
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From time to time, HAM runs special promotions and discounts. We use unique codes for all our offers which are activated at checkout.
To apply a discount, place all of the Rabbits you wish to purchase in your 'Shopping Bag' and click ‘Checkout’. You will then be redirected to the order summary page where you can add the code into the ‘Gift card or discount code’ box visible on the right hand side.
We share our latest offers via our website, newsletter and social media. Please note that these are for a limited period and restrictions may apply. Discount codes cannot be used on limited editions, bundles, sale or already discounted items and you may only redeem one code at a time.
If you have any other questions about our promotions please feel free to drop us a line at hammade.com.
Shipping & Returns
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Yes. When you checkout you will be given the option to add a different delivery address. We will then email you an invoice and include a dispatch note with your parcel.
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HAM aims to deliver all mainland UK orders within 2-5 working days. Some products, such as our prints and mugs, will not fit through a standard letterbox so it is likely that if you are not in to receive the items in person, the courier will leave a card explaining how to rearrange delivery. Sometimes due to unforeseen circumstances such as severe weather or during busy times like Christmas, deliveries may take a little longer. If you have not received your delivery within 7 working days, please contact us on hello@hammade.com
- UK: £2.95 - £4.95 (Free delivery on orders over £100)
- United States, Canada, Norway: £12.95 - £29.95
- Japan, South Korea, Singapore: £20.95 - £23.95
- Switzerland: £20.95 - £25.95
- Australia, New Zealand: £15.95 - £29.95
- Iceland: £29.95 - £38.95
- Hong Kong SAR: £35 - £40
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The new Brexit regulations that came into force from 1st Jan have meant a change to the way we send the Rabbits to our customers across Europe.
We have temporarily paused our shipping to the EU, just so we can make sure we have all the right processes in place. Once we are back up and running, we will let you know.In the meantime you can still buy HAM from our amazing family of EU stockists. Check them out here.
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We really hope you love your HAM purchase. If you are not entirely happy, please notify us by emailing hello@hammade.com. You must return your unwanted items for a refund or exchange within 30 working days from the day you received your order. The products, including their original packaging, must be sent back 'as new' in a saleable condition. For full terms and conditions please go to hammade.com/terms-and-conditions.
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Every HAM order is thoroughly checked before it’s posted but if, in the unlikely instance, you do receive faulty products please contact HAM hello@hammade.com within 48 hours of taking receipt of your delivery letting us know whether you would like an exchange or a refund. For full terms and conditions please go to hammade.com/terms-and-conditions.
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Please note that international orders may be subject to import duties, taxes, and customs clearance fees, which are determined by the destination country's customs regulations. These charges are the responsibility of the customer and are not included in the cost of your order at checkout.
Customs policies vary by country, so we recommend that you check with your local customs office for more information on any potential fees before placing an order.
If you have any questions or concerns about customs duties or taxes, please feel free to contact us by emailing hello@hammade.com
Other
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The quickest way to reach us is to send an email to hello@hammade.com any time any day - we’ll respond to you as soon as we can.
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HAM is currently available to buy through select design-led stores around the world. Drop us a line at hello@hammade.com to get details of your local store.
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That’s great! Please email Ellie at hello@hammade.com to enquire about wholesale opportunities.
You can also find Rabbit on Faire.com. We’re really excited to be a part of this wholesale platform which ships worldwide, offers 60 days payment and free returns on your first order.
