SHIPPING POLICY

By placing an order, you agree to this Shipping Policy, which forms part of our Terms of Service.

1. Where We Deliver

We deliver to addresses in England, Scotland, Wales and Northern Ireland only.

We do not deliver to PO Boxes, BFPO addresses, the Channel Islands, the Isle of Man or any address outside the United Kingdom.

Orders placed with an address we cannot deliver to may be cancelled and refunded.

2. Processing

Handling Time

Orders are processed within 1–2 working days, Monday to Friday, excluding UK bank holidays.

Orders placed after 14:00 UK time begin processing the next working day.

Order Confirmation

An order confirmation email acknowledges receipt of your order. It does not mean that your order has been accepted.

A contract is formed when we confirm dispatch, as described in our Terms of Service.

Address Accuracy

You are responsible for providing a complete, accurate and deliverable address when placing your order.

We ship to the address provided at checkout and cannot guarantee that an address can be changed or redirected once an order has entered processing or been dispatched.

We are not responsible for late, lost or undeliverable orders caused by incorrect, incomplete or outdated address information provided by you.

Cancellation Before Dispatch

Orders may be cancelled within one (1) hour of being placed using the cancellation option provided with your order confirmation, where available.

Once an order has entered processing, we may be unable to cancel or modify it before dispatch.

Your cancellation rights after ordering are set out in our Cancellation & Returns Policy.

3. Delivery Method and Transit Time

Standard tracked delivery

Estimated transit time: 6–10 working days from dispatch

Delivery charges are displayed at checkout before you place your order.

Products are dispatched from our fulfilment partner outside the United Kingdom.

Transit times begin when the parcel is handed to the carrier, not when the order is placed.

All delivery times are estimates and are not guaranteed. Delivery may be affected by carrier capacity, customs processing, weather, peak periods and other circumstances outside our reasonable control.

We do not guarantee delivery on any specific date.

4. Import Charges

No customs duty or import charge is payable by you on orders delivered within the UK.

The total amount payable will be displayed at checkout before you place your order.

5. Tracking

A tracking link will be sent by email once your order has been dispatched.

Please allow up to 48 hours for tracking information to become active.

We use third-party delivery carriers and will assist with shipment information where reasonably possible.

6. Delivery and Risk

Risk in the products passes to you when the goods are delivered to you, or to a person identified by you to take possession of them.

You are responsible for ensuring that the delivery location you provide is safe and accessible.

7. Missing, Lost or Undelivered Parcels

Recorded as Delivered but Not Received

If tracking records your parcel as delivered but you cannot locate it:

1. Check all possible delivery locations at your address.

2. Check with other members of your household and neighbours.

3. Allow 24 hours in case the carrier has updated tracking before completing delivery.

4. Contact the carrier using your tracking number.

5. If the parcel remains missing, contact hello@hitchkin.com with your order number.

We will investigate the shipment with the carrier and determine the appropriate resolution based on the outcome.

Lost in Transit

If tracking shows no movement for 10 working days, contact hello@hitchkin.com with your order number and tracking information.

We will investigate the shipment with the carrier.

Any replacement, refund or other resolution will depend on the outcome of that investigation and your applicable legal rights.

Late Delivery

Where you have a legal right to cancel because goods have not been delivered within the required delivery period, we will honour that right in accordance with applicable UK consumer law.

8. Damaged in Transit

Please inspect your parcel and product when it arrives.

If the product appears damaged, do not use it.

Contact hello@hitchkin.com with your order number and photographs of the outer packaging, inner packaging and product.

Your rights regarding damaged or faulty goods are set out in our Cancellation & Returns Policy.

9. Undeliverable and Returned Parcels

Where a parcel is returned because of an incorrect or incomplete address, refusal, failure to collect, or unsuccessful delivery attempts, we may contact you to arrange redelivery.

Where the failed delivery resulted from information or circumstances for which you were responsible, additional delivery costs may apply.

Any refund or deduction will be handled in accordance with applicable law and our Cancellation & Returns Policy.

10. Peak Periods

Processing and transit times may be longer during busy periods, including between 15 November and 31 December.

We cannot guarantee delivery before Christmas, birthdays, holidays or any other specific date unless expressly stated otherwise at checkout.

11. Events Outside Our Control

We are not responsible for delays caused by events outside our reasonable control, subject to your statutory rights.

12. Changes to This Policy

We may update this Shipping Policy from time to time.

The version in force when you place your order will apply to that order.

Contact

Email: hello@hitchkin.com