Shipping policy

Thank you for shopping with Hartwell & Co. This Shipping Policy explains our order processing, delivery options, estimated delivery times, shipping charges, tracking, and what to do if you experience a delivery issue.

1. Shipping Destination

We currently provide delivery to addresses within the United Kingdom.

Please ensure that your shipping address and contact information are complete and accurate before submitting your order.

2. Order Processing

Orders are typically processed within 1–3 business days after successful payment and order confirmation.

Business days are Monday to Friday, excluding UK public holidays.

Processing times are separate from estimated shipping times. During particularly busy periods, processing may occasionally take longer.

3. UK Shipping Options

We currently offer the following delivery options:

Economy Shipping

  • Estimated delivery: 5–8 business days
  • Shipping cost: Free

Standard Shipping

  • Estimated delivery: 3–4 business days
  • Shipping cost: £15

Delivery estimates begin after your order has been processed and dispatched.

4. Order Confirmation

After successfully placing an order, you should receive an order confirmation using the contact details provided during checkout.

Please review your order information carefully and contact us promptly if you notice an error.

5. Shipping Confirmation & Tracking

Where tracking is available, you will receive tracking information after your order has been dispatched.

Please allow some time for the carrier's tracking system to update after receiving your tracking information.

6. Delivery Estimates

Delivery dates and timeframes provided on our website are estimates and are not guaranteed unless expressly stated otherwise.

Delays may occasionally occur due to circumstances outside our reasonable control, including:

  • Carrier or courier delays
  • Severe weather
  • UK public holidays
  • High seasonal demand
  • Transportation disruptions
  • Incorrect or incomplete delivery information
  • Other events outside our reasonable control

If your order is significantly delayed, please contact us so we can review its status.

7. Incorrect Shipping Address

Customers are responsible for providing accurate and complete delivery information when placing an order.

If you notice an error in your delivery address, contact us as soon as possible at contact@hartwellco.co.uk.

We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

8. Failed Delivery Attempts

If a carrier is unable to complete delivery, they may attempt redelivery, leave instructions, deliver the parcel to an appropriate collection location, or return it to the sender.

Please follow the instructions provided by the carrier where applicable.

9. Lost or Missing Packages

If your tracking information shows an unusual delay or you believe your package has been lost, please contact us at contact@hartwellco.co.uk with your order number.

We will review the available tracking information and, where appropriate, work with the relevant delivery provider to investigate the issue.

10. Damaged Packages

If your order arrives damaged, please contact us as soon as reasonably possible.

Please provide:

  • Your order number
  • A description of the damage
  • Clear photographs of the product
  • Photographs of the external packaging where relevant

This information will help us review the issue and determine the appropriate next steps.

11. Multiple Shipments

In some circumstances, an order containing multiple products may arrive in more than one package.

If your order is shipped separately, packages may arrive at different times and may have separate tracking information.

12. Order Changes & Cancellations

If you need to change or cancel an order, contact us as soon as possible.

We cannot guarantee changes or cancellations after an order has entered processing or been dispatched.

If an order has already been dispatched, any applicable return will be handled according to our Returns & Refunds Policy and your statutory rights.

13. Returns

Shipping and delivery terms for returned products are covered separately in our Returns & Refunds Policy.

Please review that policy before returning an item or contact our customer service team for assistance.

14. Contact Us

For questions regarding shipping, delivery, or tracking, please contact:

Hartwell & Co
418 Bethnal Grn Rd
London E2 0DJ
United Kingdom

Email: contact@hartwellco.co.uk
Phone: +44 7488 357206
Website: hartwellco.co.uk