ORDER TURNAROUND TIMES

Due to the huge variety of sizes and bespoke options that we offer, most of our products are made-to-order.  We do have a selection of drapes forms, pottery tools, ribs, and throwing guides in stock.  However, Batt Systems and Throwing Batts need to be designed, manufactured, and hand finished before they can be are shipped out.   

Our current turnaround time for orders is 15 working days. You will receive an email when your order is being processed, and again when it is despatched. Orders will be shipped within 15 working days of payment being received.  

BREXIT & COVID - Shipping Terms & Taxes

Since Brexit, customers in the EU no longer have to pay 20% UK VAT. We ship all our items using Incoterms DAP - this means that the customer is responsible for paying any taxes or customs fees when the parcel arrives in the destination country. Prices displayed on our website do not include local taxes or charges in your delivery country. Click here for links to information sources about Customs Fees & Taxes in EU countries.  

We use high quality shipping carriers. Once your parcel leaves our workshop delivery is the responsibility of the shipping carrier. 

When your parcel reaches your destination country, it will go through the customs clearance process.  We give the Customs Department all of the information they need to do this - including a commercial invoice with pricing and country of origin.  Once your parcel is cleared by Customs, they will update your tracking information. Once you have paid any taxes or fees your parcel will be given to your local courier.  They will deliver it to you, or you will be asked to arrange to collect your parcel.

HOW TO REPORT PROBLEMS RECEIVING YOUR PARCEL 

If you experience any problems or you notice a delay on your tracking information, please contact the shipping carrier directly using the contact links below: 

If your parcel is being shipped within Europe - once it has left the UK and has cleared the customs procedure in your country, your parcel will be handed over to your National Postal Service.  If you have any questions or have any problems, you must raise these directly with your National Postal Service.  Please click here to find a list of these services along with a link to their website.

If your parcel is being shipped outside of Europe, please contact Parcel Monkey via their webchat service by clicking the link below:

Click here to contact Parcel Monkey about your parcel

If your parcel is returned to us because you fail to collect it, you do not pay any necessary taxes or duties / fees, or provide inaccurate delivery address information, we cannot offer free return shipping.  Hartley & Noble Ltd is a small family business, and as such, we are not able to offer free shipping services.

Please make sure you check your tracking information every few days so that you can see if your Customs Agency, or the courier, needs you to contact them to arrange to pay any taxes or confirm delivery information.   It is your responsibility to check the tracking information to see if you need to contact your local customs authority or postal depot.  If they attempt to contact you and you do not reply within 5 working days, they are likely to return your parcel to the UK.  To avoid this happening, please make sure you monitor your parcel tracking online, check your spam folder, and respond to any communication.

Hartley & Noble do not receive any communications from your local courier, so it is essential that you look out for any correspondence from them.  If your parcel is returned to us because you fail to collect it or refuse / do not pay any necessary taxes or duties / fees, then we cannot offer refund or free return shipping. If you enter an incorrect or invalid address when ordering placing your order, we cannot be held responsible if the courier is unable to successfully deliver your items, or if the items are lost.  Due to the current COVID pandemic, it can take upto 5 weeks for parcels to be processed by customs in your country. These delays are beyond our control.  We appreciate your patience during this time. 

GIFT VOUCHERS

Gift Vouchers are always a good idea! We can email you an electronic voucher code within one working day of you placing an order with us.

Please click here to view our voucher options.  

DELIVERY INFORMATION

We always endeavour to beat our turnaround time and get your order out to you as quickly as possible.  On rare occasions, the global pandemic and evolving UK Trade arrangements post Brexit may affect shipping times. This is beyond our control and we cannot offer any compensation or monetary refund if your order is delayed during the pandemic.

We make every effort to ship to as many countries across the globe as we can. If your country is not listed, please email us at sales@hartleyandnoble.co.uk, and we will do our best to enable shipping options for you.

We do not use cheap, poor quality courier services.  We select trusted, reliable couriers, who will communicate the progress of your shipment to you as it makes its way to your chosen delivery address.  For higher value orders we insist on using a tracked and signed for service. 

We take great care to ensure that we package our products to a high standard so that they reach you in great condition.  We endeavour to package our products responsibly and use materials that are mindful of the environment.  We are always seeking out packaging alternatives that minimise the damage to our environment.