Delivery Policy

Last updated: 15 September 2026

Our aim is straightforward: get your Havendon order to you when we said we would, and tell you what's happening along the way. This policy applies together with our Returns & Refunds Policy — please read both before you order.

At a glance

• Delivery cost: free on every UK order.
• Processing: 1–3 working days. Transit: 3–5 working days. Total: 4–8 working days.
• Tracking: provided on every order.
• Cancellations: only within 5 minutes of ordering — orders are processed automatically after that.
• Returns: international, to our returns centre in the United States, at your own cost.

1. Where we deliver

We deliver within the United Kingdom only. Delivery is free on every order, with no minimum spend — all costs appear at checkout, and nothing further is collected on delivery.

2. How long it takes

Processing — the time between your order being confirmed and the parcel leaving the warehouse — takes 1–3 working days. Orders placed at a weekend or on a UK public holiday start processing on the next working day. Transit with the courier takes an estimated 3–5 working days, so allow 4–8 working days in total. During seasonal peaks and the run-up to Christmas, processing can take up to 2 additional working days.

Delivery times are estimates based on courier performance rather than guarantees: severe weather, courier disruption, 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.

3. Couriers and tracking

We ship with DHL, FedEx and UPS; which one handles your parcel depends on your address and the size of the consignment. Once your order is dispatched you'll receive an email with your tracking number and the name of the courier. Tracking commonly takes 2–5 working days to show its first scan — a quiet tracking page in the first days doesn't mean anything has gone wrong — 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 may ship in more than one parcel 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, sizes, colours and delivery address carefully before you confirm.

To cancel within the 5-minute window, email support@havendon.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 2 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

Check the address carefully before completing your order — an incorrect or incomplete address is the commonest cause of a late delivery. Include 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, redirection isn't possible.

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 missing parcels

If tracking shows no movement for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, email us 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.

Tracking says delivered but nothing arrived? Check the usual places first — neighbours, a porch, a communal mailroom — and review the courier's proof of delivery; couriers sometimes scan a parcel 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. Damaged on arrival

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 6).

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 bank holidays. We reply within one working day.
Email: support@havendon.com