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Shipping & Returns Policy

Last updated: 07 November 2025

PLEASE NOTE: WE ONLY SHIP TO UK ADDRESSES – INTERNATIONAL CUSTOMERS CONTACT US FOR DELIVERY QUOTE

If you have any questions about your order or our delivery service, please contact us at:
📧 [email protected]

📦 Shipping Information

  • All orders fulfilled by Hickman Design are shipped via Evri (formerly Hermes) or Royal Mail.
  • Tracking codes are sent to the email address you provided at checkout. Please ensure your email address is entered correctly and check your spam/junk folder if you don’t receive your tracking email.
  • Orders are packed and dispatched Monday to Friday. Orders placed over the weekend (Saturday–Sunday) are packed on Monday and typically collected on Tuesday.
  • Orders placed after 1pm will be packed the following working day.
  • Please allow 5 to 7 working days for your order to be processed and delivered.
  • You can track your parcel here:
    🔗 Evri Tracking
    🔗 Royal Mail Tracking

♻️ Packaging

  • Some packaging materials (e.g. boxes, protective wrapping) may be reused to help reduce environmental impact. All reused materials are clean and fit for purpose.

📮 Delivery Terms

  • A signature may be required, so please ensure someone is available to receive the parcel.
  • Orders are picked, packed and handed to the carrier within 1 working day. Orders placed after 1pm may roll to the next working day.
  • Delivery estimates shown at checkout begin after the 1 working day processing window.

Free UK delivery

  • Standard items (typically up to 2 kg): Free UK delivery on baskets over £45, excluding certain regions listed below.
  • Large or heavy items: These use our Large/Heavy service. Free delivery applies when the basket total is £75 or more, excluding certain regions listed below.

If your basket includes any Large/Heavy products, the Large/Heavy shipping rules apply to the whole order. This prevents small, free-to-ship items from offsetting the true cost of moving bulky or heavy goods.

Weight-based pricing at checkout

  • Shipping is calculated by total basket weight and product class.
  • We group products into two classes:
    1. Standard (small and medium parcels, usually up to 2 kg).
    2. Large/Heavy (oversize, dense or fragile goods that require a different carrier or surcharge).
  • Where a basket mixes Standard and Large/Heavy items, Large/Heavy rules take priority.
  • If an item does not have a published weight, we assign it to the most appropriate band based on size and packing. The final rate will be shown before you pay.

Speed/upgrade options

  • When a free method is available, you will also see a paid upgrade at checkout for a faster, tracked service on eligible postcodes, for example Tracked 48.
  • Upgrade services are optional and do not affect your right to free shipping where it applies.

Locations that may incur a surcharge

Free delivery and some services exclude or surcharge the following areas due to carrier pricing:

  • Scottish Highlands and Islands
  • Northern Ireland
  • Channel Islands
  • Isle of Man
  • Isles of Scilly

These locations may incur an additional fee or use a different service with longer transit times. Any extra cost is shown at checkout.

Carrier selection

  • We select the most suitable carrier for your order based on weight, size and destination. Orders over 2 kg may ship via a courier service rather than letter or small parcel services.

Split shipments and supplier dispatch

  • Some products are shipped directly from our suppliers. Where this applies, your order may arrive in more than one parcel and delivery may take up to 5 working days. We will notify you by email if this applies.

Order issues

  • If the carrier attempts delivery and nobody is available to sign, they will leave a card or email with re-delivery or collection details. Undeliverable parcels that are returned to us can be re-shipped once any return and re-delivery costs have been settled.

🚫 Next Day Delivery – Temporarily Unavailable

  • Next day delivery is currently not available.
  • If reintroduced in the future, orders would need to be placed by 10am, Monday to Friday, for same-day dispatch.
  • A signature would be required upon delivery, and next-day service would not be guaranteed in the case of delays outside our control.

🔄 Returns Policy

  • To arrange a return, contact us via our contact form or by emailing [email protected]
  • Use the same email used to place your order and quote your order number in all correspondence.
  • Returns must be requested within 30 days of delivery.
  • Returned items must:
    • Be in unused condition
    • Be returned in the original packaging
    • Be posted back at the customer’s expense unless the item is faulty or incorrect
  • Damaged items: If your order arrives damaged or faulty, we require photographic evidence of the damage to assess the issue and initiate a return, refund or replacement.
  • If the return is due to a fault or mistake on our part, we will reimburse any reasonable return postage costs.

⚠️ Liability & Exceptions

  • We aim to meet stated delivery times but delays may occur during peak periods (e.g. Christmas, sales), or due to factors beyond our control (e.g. weather disruptions, courier issues, technical updates).
  • We cannot be held liable for parcels lost or stolen due to incorrect delivery details entered by the customer or specific instructions given to the delivery company (e.g. “leave in porch”).
  • Hickman Design shall not be held responsible for delays caused by third-party carriers.

❌ Order Cancellations

  • To cancel an order, please email us within 1 hour of placing your order.
  • Once your order has been processed and packed, we may not be able to cancel it prior to dispatch.

🛠️ Damaged or Faulty Goods

  • If your item arrives damaged or faulty, you must report it to us within 48 hours of delivery.
  • We require clear photographic evidence of the damage to process a return, refund or replacement.

🚚 Missing or Delayed Deliveries

  • If your parcel has not arrived within 10 working days from the dispatch date, please contact us.
  • We will assist in opening an investigation with the courier and aim to resolve the issue promptly.

💳 Refunds

  • Refunds are issued to the original payment method only.
  • Once the returned item has been received and inspected, refunds will be processed within 10 working days.

🔐 Liability After Delivery

  • Once a parcel is marked as delivered by Royal Mail or Evri, Hickman Design cannot be held responsible for loss or theft.
  • If you believe your parcel was stolen or misdelivered, please contact the courier directly and report the issue. We will assist where possible.

🕓 Supplier-Fulfilled or Made-to-Order Items

  • Some items are either made to order or shipped directly from our suppliers.
  • In these cases, delivery may take up to 10 additional working days, and we will notify you by email if this applies to your order.
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