Shipping Policy

This Shipping Policy explains how orders placed through the Hexling website are prepared, dispatched and delivered.

Where We Deliver

We currently deliver to addresses within the United Kingdom.

We do not currently offer international delivery through our website.

If international delivery becomes available, delivery charges, estimated timescales and any applicable customs information will be displayed at checkout.

Order Processing

Most orders are prepared and dispatched within two to five working days.

Our working days are Monday to Friday, excluding UK bank holidays.

As many Hexling products are handmade or assembled in small batches, some orders may take slightly longer to prepare. Any longer processing time will be stated on the relevant product page or communicated to you after ordering.

Processing time is separate from the delivery time shown at checkout.

Delivery Options and Charges

Available delivery options and their prices will be displayed at checkout before payment is completed.

Our current delivery options are:

• Royal Mail Tracked 48: £4.99
• Royal Mail Tracked 24: £6.99
• Free standard delivery on orders over: £50

Delivery times are estimates provided by the delivery company and begin after your order has been dispatched.

Tracked 24 and similar expedited services describe the delivery service used after dispatch. They do not mean that an order will necessarily be prepared, dispatched or delivered on the day it is placed.

Selecting a faster delivery service does not reduce the stated order-processing time unless expressly agreed with us.

Estimated Delivery Times

Once dispatched, UK orders will usually arrive within:

• Tracked 48: approximately two to four working days;
• Tracked 24: approximately one to two working days.

These times are estimates rather than guaranteed delivery dates.

Deliveries may occasionally take longer because of postal disruption, adverse weather, seasonal demand or circumstances outside our reasonable control.

Unless we have agreed a different delivery date with you, orders will be delivered without undue delay and within 30 days of the order being placed.

Order Confirmation and Dispatch

After placing an order, you will receive an order-confirmation email at the address provided during checkout.

A further notification will be sent when your order has been dispatched. Where tracking is available, the dispatch notification will include tracking information or a link to the delivery provider’s tracking service.

Please check your junk or spam folder if you have not received an expected email.

Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your address carefully before completing payment. If you notice an error, contact us as soon as possible at hexling616@gmail.com

We will try to amend the address where the order has not yet been dispatched, but we cannot guarantee that changes will be possible after an order has been placed.

Once an order has been dispatched, we may be unable to redirect it.

Incorrect or Incomplete Addresses

Where an order cannot be delivered because the customer supplied an incorrect or incomplete address, or because the parcel was not collected, it may be returned to us.

Once the parcel has been returned, we can either:

• arrange redelivery, subject to payment of any additional delivery charge; or
• refund the cost of the products, less any delivery or return costs that we have reasonably incurred.

This does not apply where the delivery problem was caused by an error on our part or by our chosen delivery provider.

Safe Places and Delivery Instructions

Where a customer asks the delivery provider to leave a parcel in a safe place, with a neighbour or at another nominated location, the customer accepts the risks associated with that instruction once the parcel has been delivered as requested.

Please select only a location that is genuinely secure and protected from weather.

We cannot guarantee that every delivery instruction will be followed, as this is controlled by the delivery provider.

Delayed Orders

Delivery estimates are not guarantees, and occasional delays can occur.

If your tracking information has not updated or your order has not arrived within the expected period, please contact us at hexling616@gmail.com with your name and order number.

Lost Orders

An order will not be treated as lost until the delivery provider’s required investigation or waiting period has passed.

If a parcel is confirmed as lost before delivery, we will offer an appropriate replacement or refund.

Customers are not required to pursue compensation directly from our chosen delivery provider.

Orders Marked as Delivered

If tracking states that a parcel has been delivered but you cannot locate it, please:

• check around the delivery address and any designated safe place;
• ask other members of the household;
• check with immediate neighbours where appropriate;
• review any photograph or delivery information provided by the courier.

Please contact us promptly if the parcel still cannot be found. We will investigate the delivery with the provider.

A tracking status alone will not prevent us from considering evidence that an order was delivered incorrectly or did not reach you.

Damaged Parcels and Products

Please inspect your order shortly after delivery.

If the parcel or its contents arrive damaged, contact us as soon as reasonably possible at hexling616@gmail.com and provide:

• your name and order number;
• a description of the damage;
• photographs of the product;
• photographs of the outer and inner packaging where available.

Please retain the product and packaging until we confirm whether they are required for our investigation.

Damaged, faulty, incorrect or misdescribed products will be handled in accordance with our Refund and Returns Policy and your statutory rights.

Split Deliveries

Where an order contains multiple products, we may occasionally send them in more than one parcel.

You will not be charged additional postage where we choose to divide an order into separate deliveries.

Pre-Orders and Made-to-Order Products

Estimated dispatch dates for pre-order or made-to-order products will be stated on the relevant product page.

If an order contains both an available product and a pre-order or made-to-order product, the order may be held and dispatched together when all products are ready unless stated otherwise.

Please place separate orders where you would like available products to be dispatched sooner.

Packaging

Orders are packaged carefully to protect them during delivery.

We aim to use appropriately sized packaging and may reuse clean packaging materials where suitable. Any reused packaging will be selected carefully and will not affect the presentation or protection of your purchase.

Pierced earrings may be supplied in separate hygiene-sealed packaging. Please do not break the hygiene seal until you are satisfied that you wish to keep the earrings. Further information can be found in our Refund and Returns Policy.

Cancelling Before Dispatch

Contact us as soon as possible if you wish to cancel an order before it is dispatched.

Where the order has not yet entered the dispatch process, we will cancel it and issue a refund.

If the order has already been dispatched, it will need to be handled as a return under our Refund and Returns Policy.

Contact Us

For questions about delivery or an existing order, contact:

Email: hexling616@gmail.com
Business: Hexling

Please include your order number wherever possible.

Your Statutory Rights

Nothing in this Shipping Policy limits or excludes your rights under UK consumer law.

Last updated:  July 2026