Shipping Policy
Last updated: 15 September 2026
Free delivery on every Havenholt order across the United Kingdom, with no minimum spend. Below you'll find our delivery timeframe, how tracking works, the rules for changing or cancelling an order, and what we do when a parcel is late, lost or damaged. This policy applies together with our Returns & Refunds Policy — please read both before you order.
1. Delivery timeframe
Processing — the time needed to prepare and dispatch your order once it's confirmed — takes 1–3 working days (Monday to Friday, excluding UK public holidays; we don't dispatch at weekends or on public holidays). Delivery with the courier takes an estimated 3–5 working days, so allow 4–8 working days in total from the day you order. During busy periods and the run-up to Christmas, processing can take up to 2 additional working days.
These are estimates based on courier performance rather than guaranteed dates: severe weather, transport disruption, courier backlogs, public holidays and customs inspections can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 6 explains what we do when a parcel is late or lost.
2. Where we deliver
We deliver throughout the United Kingdom only, and we're unable to deliver to PO Box addresses. Standard delivery is free on every order — the price you see at checkout is the total price, with nothing further to pay on arrival.
3. Tracking your order
Once your order is dispatched you'll receive a confirmation email with your tracking number. Allow 2–5 working days for the first scan to appear — a tracking page that hasn't updated in the first days is normal, not a sign of a problem — and updates can be less frequent while the parcel travels between courier hubs. If your tracking hasn't updated for 10 working days, contact us and we'll check with the courier.
Items are dispatched from the warehouse that holds them, so an order with several items may arrive in separate parcels on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
4. Cancelling or changing an order
Every order is passed to our fulfilment warehouse automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, variants, quantities and delivery address carefully before you confirm.
To cancel within the 5-minute window, email support@havenholt.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 1 is the time the warehouse needs to prepare your parcel; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 5).
5. Your delivery address, failed and refused deliveries
Please check your address carefully before completing your order, including any flat number and postcode, and add a phone number for the courier. Address changes are only possible within the 5-minute window in section 4; after that, the parcel can't be redirected.
Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected within the courier's holding period, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the warehouse again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.
Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
6. Delays and lost parcels
If tracking shows no movement for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, get in touch with your order number. We'll open an investigation with the courier, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
If tracking shows delivery but nothing has arrived, check the usual places first — neighbours, a porch, a communal entrance — and review the courier's proof of delivery; couriers sometimes scan a parcel shortly before the final handover. Let us know within 7 days of the delivery scan so we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 9 applies.
7. If your order arrives damaged
If the outer packaging or the item is damaged on arrival, keep all packaging and email us within 3 working days of delivery with photographs of the outer box, the shipping label and the damaged item. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 5).
8. VAT and duties
All prices include VAT. You won't be asked to pay import duties or fees on delivery.
9. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 4.
10. Customer service
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and public holidays. We reply within one working day.
Email: support@havenholt.com