Shipping policy
Shipping Policy – Hatherley London
This Shipping Policy outlines the terms and conditions applicable to the processing, shipment and delivery of orders placed on the Hatherley London website.
1. Delivery Areas
Hatherley London currently ships to customers within the United Kingdom.
Orders to other regions may be refused or subject to specific conditions.
2. Processing Times
After placing your order, we require 1–3 business days to process it.
Most orders are processed within one business day. However, orders placed on Fridays, weekends or public holidays may take slightly longer.
This timeframe includes order preparation, quality control and dispatch.
3. Estimated Delivery Times
Once dispatched, delivery typically takes 8–15 business days.
Delivery times are estimates only and may vary depending on your location and external factors such as:
• Courier delays
• Customs clearance procedures
• Seasonal demand or peak periods
These factors are outside our control and do not constitute grounds for cancellation or refund.
4. Shipping Your Order
We aim to process and ship all orders as efficiently as possible.
To maintain fair pricing and operational efficiency, orders may occasionally be consolidated and dispatched together once a minimum shipping threshold is reached.
If you would like your order to be prioritised for faster dispatch (where possible), please contact our support team. We will do our best to assist based on availability.
5. Shipping Costs
We offer free shipping on all orders, with no minimum purchase required.
However, any additional costs resulting from incorrect delivery details or uncollected parcels remain the responsibility of the customer.
6. Customs Duties and Import Charges
Deliveries are made in accordance with the Incoterm Delivered At Place (DAP) (also known as DDU).
The customer acts as the importer of record and is responsible for any applicable:
• Customs duties
• Import taxes
• Clearance or handling fees
Hatherley London is not responsible for delays or additional charges caused by customs authorities.
If duties or taxes are refused, resulting in return or abandonment of the parcel, all costs will be borne by the customer and may be deducted from any refund.
7. Delivery Address
Customers are responsible for ensuring that all delivery details are accurate and complete.
Any address corrections must be requested within 24 hours of placing the order. Changes after this period cannot be guaranteed.
Incorrect information may result in delays, additional charges or loss of the parcel.
8. Order Tracking
A tracking number will be provided where available once your order has been dispatched.
It is the customer’s responsibility to monitor the shipment using the tracking information provided.
9. Delivery and Responsibility
Delivery is considered complete when the parcel is marked as delivered by the carrier.
Hatherley London is not responsible for parcels that are lost, stolen or damaged after delivery has been confirmed.
In the event of a delivery dispute, the customer may be required to provide evidence that delivery was not successfully completed.
10. Uncollected or Refused Parcels
If delivery is attempted and the parcel is not collected:
• The courier may hold the parcel at a local depot or collection point
• The customer is responsible for collecting the parcel within the specified timeframe
If a parcel is returned due to non-collection or refusal:
• Shipping costs are non-refundable
• Re-shipping may incur additional charges
• Return, storage or handling costs may be deducted from any refund
11. Out-of-Stock Items
In rare cases where an item becomes unavailable after purchase, we will contact you with available options, such as:
• A replacement item
• A delayed shipment
The customer is responsible for responding in a timely manner. If no response is received, we may proceed with shipping available items.
12. Order Cancellation
Once an order has been placed, it is processed automatically.
Orders cannot be cancelled once processing has begun.
If you change your mind after receiving your order, you may return it in accordance with our Return Policy.
13. Origin of Products
Hatherley London works with a global network of suppliers, including partners outside the United Kingdom.
All products undergo quality control checks before shipment.
We aim to offer carefully selected products that balance quality, reliability and affordability.
14. Customer Support
For questions regarding your order, we recommend visiting our FAQ page.
If further assistance is required, you may contact our support team. We aim to respond within 24 hours, 7 days a week.