Shipping & Returns Policy

Last updated: 29 June 2026

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

📦 UK 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.
  • We take reasonable care to ensure all prices, discounts and delivery charges shown on our website are correct. In the event of an obvious pricing, promotional or delivery charge error, we reserve the right to contact you before dispatch to advise you of the error. You will then have the option to proceed with the order at the correct price or delivery charge, or cancel the order for a full refund.

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.
  • Returns should be sent to:
    • Hickman Design
      Studio 2, Ardleigh Studios
      The Old Maltings
      Station Road
      Ardleigh, Colchester
      Essex
      CO7 7RT
      United Kingdom
  • Please include your name and order number inside the parcel so we can identify and process your return.

⚠️ 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.
  • We do not refund and orders if the packaging or boxes are damaged in transit.

🚚 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.

🌍 International Shipping & Orders 📦

  • International shipping is available on selected products only.
  • Free shipping is only available for UK orders. International orders are not eligible for free shipping.
  • We ship international orders using Royal Mail tracked services where available.
  • A flat £5 handling fee is added to international orders. This covers the extra time required to prepare customs documents, product information and shipping paperwork.
  • Customers are responsible for any customs duties, import VAT, taxes, courier handling charges or other fees charged by their country.
  • These customs charges are not included in our product prices or shipping prices and must be paid by the customer if requested by customs or the courier.
  • Heavy, bulky or oversized items are excluded from international shipping by default. This includes items such as presses, large lino rolls, oversized equipment and other large or heavy products.
  • If you would like to order a heavy or oversized item internationally, please email us before ordering so we can provide a direct shipping quote.
  • The shipping price shown at checkout is based on the information available at the time of order and should be treated as a shipping estimate.
  • If the actual shipping cost is significantly higher than the amount paid, we may contact you with a revised shipping quote before dispatch.
  • If you do not wish to proceed with the revised shipping quote, we can cancel and refund your order.
  • International delivery times can vary depending on the destination country, customs processing and local postal services.
  • We are not responsible for delays caused by customs, incorrect delivery details, unpaid import charges or local courier delays.
  • Please make sure your delivery address, email address and phone number are correct when placing an international order, as these may be required for customs or courier contact.
  • Customers may pay a currency conversion fee for converting their local currency into GBP £ via Stripe or Paypal.

🌍 International Returns & Refunds 📦

  • International returns are accepted in accordance with our standard returns policy.
  • If you have changed your mind, no longer want the item, or ordered the wrong product, you are responsible for all costs associated with returning the order.
  • Hickman Design will not cover or reimburse return postage, customs duties, import taxes, courier handling fees or any other charges relating to unwanted or incorrectly ordered items.
  • Any customs charges or fees applied to a return remain the responsibility of the customer. Please ensure the parcel is clearly marked as “Returned Goods” where appropriate.
  • We recommend using a tracked and insured postal service, as returned items remain the customer’s responsibility until they are received by us.
  • If we have sent the wrong item, or your order arrives damaged or faulty, please contact us before returning it. Where the issue is our responsibility, we will cover reasonable return shipping costs and any necessary return charges.
  • Please do not return damaged, faulty or incorrect items without contacting us first, as we may be able to resolve the issue without requiring a return.
  • International returns should be sent to:
    • Hickman Design
      Studio 2, Ardleigh Studios
      The Old Maltings
      Station Road
      Ardleigh, Colchester
      Essex
      CO7 7RT
      United Kingdom
  • Please include your name and order number inside the parcel so we can identify and process your return.
  • Original international shipping charges are not refundable for unwanted items or items ordered in error.
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