Shipping policy

Shipping Policy

HOARD is committed to ensuring that every order is carefully handcrafted and delivered as safely as possible. This Shipping Policy explains how we process, dispatch, and deliver orders placed through our website.

Processing Times

All HOARD pieces are made by hand to order. As each item is individually crafted, processing times may vary depending on demand and the complexity of your order.

Please allow 1–4 weeks for your order to be completed before it is dispatched. Estimated processing times are provided as a guide only and do not include shipping time.

If there are any unexpected delays that may affect your order, we will contact you using the details provided at checkout.

Shipping Method

All UK orders are shipped using Royal Mail Special Delivery (or an equivalent fully tracked insured service where appropriate).

This service includes:

Full tracking
Signature on delivery
Insurance during transit
Priority delivery once dispatched

Tracking information will be provided once your order has been shipped.

Delivery

Delivery estimates begin after your order has been dispatched and are separate from our processing times.

While we aim to dispatch all orders within the estimated timeframe, delivery dates cannot be guaranteed. Shipping times may vary due to circumstances outside of our control, including postal delays, adverse weather conditions, customs processing, industrial action, or other carrier-related issues.

Incorrect Shipping Information

Customers are responsible for ensuring that the shipping address provided at checkout is accurate and complete.

HOARD cannot be held responsible for orders shipped to an incorrect address supplied by the customer. If an order is returned to us due to an incorrect or incomplete address, additional shipping charges may apply before the order can be resent.

Lost, Delayed or Damaged Parcels

Once an order has been handed to the shipping carrier, responsibility for the delivery process passes to that carrier.

HOARD is not responsible for delays, loss, damage, or other issues resulting from the handling of parcels by postal or courier services. However, because all orders are shipped using a tracked and insured service, we will assist customers in opening an investigation or insurance claim with the carrier where appropriate.

If you believe your parcel has been lost or damaged in transit, please contact us as soon as possible so we can help begin the claims process.

International Orders

Customers outside the United Kingdom are responsible for any customs duties, import taxes, VAT, or other fees imposed by their local customs authority. These charges are not included in the purchase price or shipping costs and must be paid by the recipient where applicable.

HOARD is not responsible for delays caused by customs clearance procedures.

Order Changes and Cancellations

As all items are handmade to order, production may begin shortly after your order is placed.

If you need to change or cancel your order, please contact us as soon as possible. While we will do our best to accommodate requests, we cannot guarantee changes or cancellations once production has commenced.