Delivery

In this section

Free UK Mainland delivery over £35
Our delivery process
Delivery pricing & timescales
Damaged, incomplete & undelivered orders

1. Free UK Mainland delivery over £35

Free standard delivery applicable on UK Mainland orders over £35 valid from 26.07.24 to 11:59 (GMT) on 31.07.24. This is normally orders over £75.

Free standard delivery applicable on UK Mainland orders over £35. Please note UK Mainland delivery excludes post codes beginning AB, KW, IV, PA, PH, PO and TR except for AB 1 to 16, AB 21 to 25, AB 30 and AB 39, PA1 to PA 19, PH1 to PH3, PO1 to PO24, TR1 to TR20 and TR26 to TR27.

2. Our delivery process:

When you place an item in your shopping basket, you can use our delivery calculator to view the shipping cost. This way, you know exactly how much you're spending on delivery before you make any commitment to buy. Please ensure your delivery details are correct.

We‘ll send you an email when your order is dispatched and we use a signed for service for many orders, so it's important that there is someone in to receive the goods. If this isn't possible, we recommend you have your order shipped to an alternative delivery address (such as your work, a friend's or neighbour's house). We can't deliver to PO Boxes or packstation addresses. Delivery to hotel addresses will be at your own risk, so please be sure to state your room number and dates of stay. We cannot be held responsible for parcels that have been signed for by hotel staff that subsequently get lost. Please note that delivery times quoted are for your guidance only and are not guaranteed. As we're sure you know, nothing is 100% certain (especially when it involves the roads), and very occasionally, the next day service isn't. Generally however, there are no problems and your order will arrive as planned. The majority of our courier services offer a 'Predict' service. This is an SMS text to you on the morning of delivery outlining the timings of your delivery slot direct to your mobile phone. To receive this service, make sure enter your mobile number when placing your order, including country dialling code if outside of the UK. Most of our deliveries will occur between the hours of 08.00 and 19.00.

While we employ a signed-for service, where the courier is required to obtain a signature upon delivery, it's important to note that many carriers have implemented contact-free delivery methods. In such cases, instead of a signature, the courier may opt to take a photo as proof of delivery.

For added convenience, most carriers offer In-flight delivery options which allow customers to amend their delivery preferences right up to the point of delivery. The In-flight options to choose from will vary depending on the carrier. A few examples:

Live parcel tracking with real-time driver map
Hold I'm on holiday
Collect from depot or local pickup shop
Change delivery date
Change delivery address*
Nominate a safe place*
Leave with a neighbour*
No signature required*

*It's important to note that selecting any of these options may invalidate any claim for compensation in the event of a lost parcel. We emphasise this point to ensure clarity and transparency regarding our delivery procedures and the associated risk involved.

If everything in your order is in stock, we'll aim to send it out within a day or so. If something is out of stock, we'll ship what we have and cancel the rest. You will be notified via email should this be the case.

3. Delivery pricing & timescales

UK Mainland (excluding post codes beginning AB, KW, IV, PA and PH except for AB 1 to 16, AB 21 to 25, AB 30 and AB 39, PA1 to PA 19 and PH1 to PH3):

	Time to deliver	< 2kg	> 2kg
Standard	Up to 5 working days	€3.95	€4.95
Express next day	Up to 1 working day	€6.95	€6.95 - €7.95*
Express Saturday	Up to 1 working day	€9.95	€9.95*

For all Express deliveries, please order by 4:00pm at the latest.

Express Next day orders placed after 4:00pm will be dispatched the following working day.

Weekends and public holidays are not considered working days.

*Express deliveries are charged per parcel and are capped at 30kg per parcel.

Northern Ireland, Isles of Man & Scilly, Highlands & Islands of Scotland, Channel Islands, Isle of Wight (and postcodes AB, PA and PH not listed above):

	Time to deliver	< 2kg	> 2kg
Standard	Up to 5 working days	€5.00	€12.00
Express	Up to 1 working day	€14.00	€29.00*

Europe:

All parcels to European countries will be delivered by signed for or courier service with delivery usually within 7 working days, with shipping costs from just 8 Euros. These delivery times are provided for guidance only and are not guaranteed.

For most countries, you will have the opportunity to pay customs charges up front as part of your transaction.

Free shipping to Ireland (Republic of) on orders above €100.00. Please note, this only applies to postal orders under 10kg and over €100.00 in spend.

North America, Australia, the Far East and the rest of the world:

Charges are calculated automatically on our site and are based on the overall weight and volume of your order. Delivery generally takes 3-8 working days after your order has been processed (although this isn't guaranteed).

Important general advice:

International deliveries outside the EU may be subject to customs clearance. These charges can include import duty, handling fees, local taxes and other costs. hardbackhollow is not responsible for these costs or for any delays caused by Customs or other government authorities. Failure to pay these charges will mean that your parcel will be returned to the UK. Should this happen, your original shipping charges will be forfeited, as well as any other associated return costs. If the cost of return is greater than the value of the order, then the whole cost of the order will be forfeited. Please make sure that you understand what process and costs may apply for delivery to your country.

4. Damaged, incomplete & undelivered orders:

My order was damaged in transit, what do I do?

We do our best to pack each order thoroughly and carefully, but on occasion, parcels do arrive damaged. In these instances, please sign for the parcel as DAMAGED and take clear photos of the parcel before you open it to inspect the contents. If you then find that the contents have been damaged or are missing, please call us within 5 working days so we can raise a claim with the couriers. We will require photographs in order to progress your claim. Although we may still be able to raise a claim after this time, it may be rejected by the courier company. If you sign for a damaged parcel without indicating that it is damaged, you are accepting delivery and we will not be liable for any goods that have been damaged or went missing during transit.

I have an item(s) missing from my delivery, what do I do?

Firstly, ensure that your parcel was not damaged upon receipt. If it was, please follow the steps outlined above.

Our warehouse team will often wrap your items within blankets and in-between bolsters to ensure they are protected during transit, so please ensure that you open each and every parcel and remove everything from their boxes. If you discover that an item(s) is missing, email us ASAP to let us know or call our Customer Services team on 020 8888 8588. Our aim will be to get you your missing item(s) immediately. The only reason we would not be able to resend a missing item from your order is if the item(s) is out of stock.

Some items are shipped direct from the supplier.

Some items we sell are shipped to you direct from our supplier. If this is the case, you will receive your order in 2 or more parts. All products that are shipped out separately are clearly noted as such on our website. If you receive an incomplete order, please check your order to see if it contains one of these items.

Unfortunately, sometimes our inventory isn't what we thought it was.

We work very hard with our warehouse team to ensure our stock is correct. However, sometimes things go wrong and what we think we have in stock is not what we have on the shelf. If our inventory is incorrect when picking your order, we will normally ship out the items that we do have in stock and cancel the unavailable item(s). In these instances, you will be notified via email the following day and refunded in full for the missing item(s). We will also get back in touch when the item is in stock again, should you wish to place a new order. We apologise in advance if this happens with your order.

I've been waiting for my order and it hasn't arrived, what do I do?

We do our best to dispatch items in a timely fashion. From time to time, a delivery is delayed due to unforeseen reasons such as a delivery lorry breaking down or adverse weather. If you have a tracking number for your order, please go online to check for any updates direct from our couriers. You can find this in your dispatch email confirmation.

On the rare occasion some parcels go missing, usually the goods have just been misplaced by the courier or misrouted and will turn up within a couple of days. For all courier deliveries, an investigation will take 5 working days. If you have not received your order after you have received your dispatch confirmation email, please get in touch with us so we can raise this investigation. We need to allow the couriers’ time to deliver your order, so depending on your location and delivery method, please use the following table to help you decide when to contact us. Although we may still be able to trace your items after the time stated, we will not consider claims for lost items or undelivered after the stated period.

	Royal Mail/Airmail	Courier	Express
UK	10 working days	3 working days	1 working day
EU	15 working days	4 working days	N/A
Rest of Europe	15 working days	5 working days	N/A
Rest of the world	20 working days	6 working days	N/A

My parcel has not arrived, what do I do?

Occasionally orders are returned to us as undeliverable. An order could be returned for one of the following reasons.

Incorrect address
	If the address is incorrect, outdated or is rejected because it is a PO Box or packstation, the parcel will typically be returned to us by the carrier or the unintended recipient. We are unable to make address changes for parcels after they have left us. Please double-check the address carefully when placing your order. Should your parcel be returned to us, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
Failed delivery attempts
	Most of our carriers will make more than one attempt to deliver a parcel. If they find that they can't successfully deliver your parcel, it may be returned to us or left at a local depot for you to arrange collection. If not collected, the parcel will be returned to us. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
Refused by recipient
	When ordering a gift to be sent directly to the recipient, please be sure that they are aware. A gift recipient who isn't expecting a gift may refuse a parcel if they believe it's being delivered to them by mistake. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
Unpaid customs charges
	International deliveries outside the UK may be subject to customs clearance. These charges can include import duty, handling fees, local taxes and other costs. hardbackhollow is not responsible for these costs or for any delays caused by Customs or other government authorities. Failure to pay these charges will mean that your parcel will be returned to the UK. Please make sure that you understand what process and costs may apply for delivery to your country. Should this happen, your original shipping charges will be forfeited as well as any other associated return costs. If the cost of return is greater than the value of the order, then the whole cost of the order will be forfeited.
Illegible address
	In rare cases, address labels may become illegible in transit. If this happens, a carrier will return the parcel to us. In these instances, we will reship free of charge.
Damaged in transit
	If a parcel is badly damaged while it's on its way to you, the carrier may return it without attempting delivery. In these instances, we will repack and reship free of charge.

Read full details of our Terms & Conditions.