Shipping policy

1. Overview

This policy explains the delivery arrangements for orders from https://hesteran.shop. Our store serves customers in the United Kingdom. For order, delivery, or tracking assistance, email info@hesteran.shop and include your order number.

All orders include free standard delivery. Estimated total delivery is 15–20 calendar days from the date you place your order, including the normal processing period of 1–2 working days. These figures are explained below so that the processing period is not mistakenly added on top of the delivery estimate.

This policy operates alongside the Terms of Service and Return and Refund Policy. It does not exclude mandatory rights relating to late delivery, goods lost in transit, damaged goods, or cancellation.

2. Free Standard Delivery on All Orders

We charge no standard-delivery fee for any order accepted through our checkout. No minimum order value is required. The standard shipping amount should appear as free or zero at checkout.

If a paid optional delivery service is ever offered, its price and timing must be shown separately and selected by you before payment. We do not claim that an express service is currently available merely because this policy explains how optional services would be disclosed.

We do not introduce an undisclosed handling charge as a substitute for standard shipping. Taxes and any other applicable amounts must be included or clearly disclosed in accordance with the rules applicable to the sale before you complete your purchase.

3. Delivery Coverage

The checkout determines whether we can accept the delivery address for the selected order. If a particular location cannot be served, the restriction must be clear before payment. We do not treat the words “United Kingdom” as proof that every specialist address or delivery arrangement can be supported by every carrier.

If we discover after ordering that an address cannot be served, we will contact you promptly. We may offer an alternative arrangement only with your agreement. If no acceptable arrangement is available, the affected order will be cancelled and any payment taken refunded without undue delay.

For addresses requiring access instructions, please provide relevant practical details where the checkout permits. Avoid including access codes or sensitive information in publicly visible fields.

4. Order Processing: 1–2 Working Days

Orders normally require 1–2 working days for payment checks, order verification, preparation, and dispatch arrangements. Working days generally mean Monday to Friday, excluding applicable public holidays. An order placed on a weekend or holiday may begin processing on the next working day.

Processing is part of the 15–20 calendar-day total delivery estimate. For example, an order requiring two working days of processing is still estimated to arrive within 15–20 calendar days of ordering; the estimate is not 15–20 days plus two working days.

We may need to contact you if necessary order information is missing or payment verification is unresolved. We will explain material delays rather than leave an order pending without communication. Any extension affecting the contract must respect applicable law and your cancellation rights.

5. Estimated Delivery: 15–20 Calendar Days Total

The expected period from order placement to arrival is 15–20 calendar days. Calendar days include weekends and public holidays. The actual transit period is the remaining time after processing, and may vary by dispatch date, route, handover, and final delivery arrangements.

This is an estimate, not a guaranteed appointment. Peak-season traffic, severe weather, public holidays, and carrier interruptions can cause delays. However, an estimate does not allow us to postpone delivery indefinitely or remove remedies when goods do not arrive as agreed.

If a specific date is essential, contact info@hesteran.shop before ordering. Unless we expressly agree the deadline, do not assume that a request entered after purchase changes the original delivery commitment. Where an essential deadline is agreed or made known in circumstances recognised by law, your legal rights are preserved.

6. Order and Dispatch Communications

After ordering, retain the order confirmation sent to the email address provided at checkout. We will provide dispatch and tracking information when the shipment and reference are available.

A dispatch notification and a tracking label may be generated before the first carrier scan appears. The creation of a label alone does not establish that a parcel has already moved through the network. Allow for normal handover and scanning, and contact us if the status remains unclear.

If an email is missing, check the spam or junk folder and confirm that the checkout address was entered correctly. Email info@hesteran.shop if you need assistance locating the order communications.

7. Tracking Your Parcel

Tracking information is provided after dispatch when the tracking reference becomes available. The tracking page may show collection, departure, sorting, local handover, an attempted delivery, or delivery confirmation. The frequency of updates depends on the carrier and route.

A gap between scans does not necessarily indicate loss, but neither does it excuse an unresolved delay. If tracking has stopped updating for an unusually long time or your order has not arrived within the estimate, contact us for investigation.

Some shipments may receive a new local tracking reference after handover. Where relevant and available, we will help you identify the correct information. A carrier-generated delivery estimate can differ from our original estimate; we remain responsible for addressing the contractual position if delivery is late.

8. Split Shipments

An order may be delivered in more than one parcel. If goods are dispatched separately, we will provide the available shipment information so that you can identify the items still in transit. Standard delivery remains free and a split does not create an additional shipping charge.

Please compare the received goods with your order confirmation before assuming an item is missing. If no separate shipment information explains the difference, contact info@hesteran.shop with the order number and a list of the goods received.

Split shipments do not remove rights arising from missing items. Where the statutory cancellation period runs from receipt of the last item in a separately delivered order, we will apply that rule.

9. Delivery Addresses and Changes

You are responsible for entering a complete and accurate delivery address, including the recipient, building details, street, locality, and postcode. Check the information before placing the order.

Email us promptly if you discover an error. We will try to amend the address before dispatch, but a carrier may be unable to redirect a parcel once it has entered the delivery network. Do not assume that emailing a new address has changed the shipment until the change is confirmed.

If an incorrect address supplied by you causes avoidable return or redelivery, we may ask you to agree reasonable, documented additional redelivery costs. We will explain the basis before arranging paid redelivery. We do not impose arbitrary penalties or use address issues to deny mandatory rights. If our mistake caused the problem, we bear the relevant reasonable corrective costs.

10. Attempted Delivery and Uncollected Parcels

A carrier may attempt delivery again, leave collection instructions, or return an undelivered parcel after its holding period. Check tracking and any genuine carrier notice for the available options. If you cannot access those options, email us for help.

An uncollected parcel does not automatically amount to a clear statutory cancellation notice. If you wish to cancel, notify info@hesteran.shop directly so that we can record the request and explain the consequences.

If a parcel returns because of an avoidable failed delivery, we will discuss lawful redelivery or cancellation arrangements. Any proposed cost must be reasonable and supported by the circumstances. No fictional outbound standard-delivery fee is deducted simply because standard delivery was free.

11. Late Deliveries and Peak-Season Delays

Contact us if the order has not arrived within 20 calendar days of ordering. We will check the fulfilment and tracking records, seek relevant carrier information, and explain the next steps. You do not need to wait indefinitely before contacting us.

During peak seasons, including major shopping events and holiday periods, additional delays may occur. We will communicate known material disruption where practical. A peak-season note is not a blanket waiver of delivery rights or permission to change an agreed deadline without regard to the law.

Under applicable UK rules, goods generally must be delivered without undue delay and within 30 days unless a different time has been agreed. If delivery fails, you may be entitled to set an appropriate further period and cancel if that period is missed. Immediate cancellation may be available in circumstances such as a refusal to deliver or an essential delivery deadline recognised by law.

Where cancellation for non-delivery is available and exercised, we will refund amounts due without undue delay. An investigation will not be used to postpone a refund beyond the time allowed by law.

12. Lost Parcels and “Delivered” Status Disputes

If a parcel appears lost, email info@hesteran.shop. We will investigate with the relevant carrier and arrange the remedy required under the contract and law. Depending on the circumstances, this may involve an agreed replacement or refund.

If tracking says delivered but you have not received the goods, check reasonable possibilities such as a household recipient or the location described by the delivery notice, if safe and appropriate. These checks can help locate a parcel and are not a requirement to prove a negative before we assist.

We will assess the delivery evidence and your report. A tracking scan alone does not automatically extinguish our responsibility. You are not required to make a police report or secure compensation from our chosen carrier as a blanket condition for a lawful remedy.

13. Damaged Parcels or Incorrect Items

If goods arrive damaged or the wrong item is supplied, email us with the order reference and a description. Where practical, retain the packaging and provide photographs to help us assess the issue. There is no mandatory unboxing-video requirement or short reporting deadline that overrides statutory rights.

We will handle the complaint under the Return and Refund Policy and applicable consumer law. Reasonable necessary return costs for our responsibility will be covered by us. Do not attempt an unsafe repair or dispose of disputed goods before we discuss the appropriate steps, unless safety requires immediate action.

A damaged outer box does not always mean the contents are damaged, but you may still report any concern. Signing for a parcel does not by itself waive rights concerning hidden damage or non-conforming goods.

14. Risk and Delivery Instructions

Goods ordinarily remain at our risk until you, or a person you identify to receive them other than the carrier, obtains physical possession. A statutory exception can apply when you independently appoint a carrier not offered by us.

If you request a safe-place delivery or nominate another recipient, the consequences depend on the instructions, what actually happened, and applicable law. We do not state that a parcel becomes your responsibility merely because it was dispatched or a label was created.

Only provide delivery instructions you are comfortable authorising. If a location has restricted access or a carrier cannot safely follow the instructions, contact us to discuss alternatives.

15. Cross-Border Handling and Customs

Fulfilment routes may involve international movement where used for an order. This policy does not claim that every order is shipped from the United Kingdom. Any material origin, tax, customs, or delivery information required for a particular transaction must be accurately disclosed before purchase.

Free standard delivery concerns the shipping charge. It is not, by itself, a statement about every tax or customs arrangement. Any customer-payable import amount or collection arrangement must be clearly disclosed where legally required; we do not use this clause to impose an undisclosed charge after payment.

If a carrier requests an unexpected customs payment or additional information, contact info@hesteran.shop before acting if you are unsure. We will help check the order arrangements and explain the relevant position. Customs delay does not remove mandatory late-delivery remedies.

16. Cancellation and Returns

To cancel before dispatch, email us promptly. We will try to stop fulfilment. If dispatch has already occurred, a valid cancellation right may still apply and we will provide instructions.

Eligible goods benefit from our 30-day voluntary return period. Most UK online goods purchases also have a separate 14-day statutory cancellation period after receipt and a further 14 days to return after notification. Exceptions and faulty-goods rights are explained in the Return and Refund Policy.

We do not charge a restocking fee. Eligible refunds are targeted for initiation within 7 calendar days after the relevant refund conditions are met, subject always to statutory deadlines. Actual posting to the payment account can take additional time.