HARTLEY & NOBLE - SHIPPING TERMS & MANUFACTURING TURNAROUND TIMES.
ORDERS OUTSIDE OF THE UK - SHIPPING TERMS, TAXES/DUTIES & FEES
EU customers do not pay UK VAT anymore, so the price displayed on our website has the 20% UK tax removed. We ship all parcels using Incoterms DAP - this means that the customer is responsible for paying any taxes and customs fees when the parcel arrives in the destination country. Prices displayed on our website do not include local taxes or charges to the shipping destination. Click here for links to more information about Customs Fees & Taxes in EU countries.
When we ship your order, we complete an export declaration which provides the following information - details of each item you have purchased, the product tariff code, the price, and a declaration that the items have been manufactured in the United Kingdom. We attach several paper copies of this declaration to the outside of your parcel, and we also upload it to the courier website so that so that it can be used by the courier and the customs authority when your parcel reaches your destination country.
WHAT YOU WILL NEED TO DO IF YOU ARE ORDERING FROM OUTSIDE OF THE UK
When your shipment is despatched, we will email you the shipment tracking number and a web-link to help you track it.
It is your responsibility to check your shipment's progress. Please check the tracking link every couple of days for up to date progress information.
When you see that your shipment has arrived in the destination country, you must contact the local courier to confirm your delivery and (if necessary) pay any taxes or fees. Please contact the courier yourself - please do not wait for them to contact you. Click here for a list of courier contacts and contact the courier relevant to your country.
If you do not contact the courier within 5 working days of your shipment's arrival, they may assume that you don't want it, and they may return your parcel to the UK. To avoid this happening, please make sure you monitor the tracking information online, check your spam folder, and contact the courier.
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 was shipped inside the EU, please contact Parcel Force International UK and ask them for the telephone contact number of the local courier that is handling the shipment in your country. Then telephone the local courier company and report any issues directly to them so that they can manage them immediately. You can find the contact link for Parcel Force International UK on the tracking page.
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
WHAT HAPPENS IF YOUR PARCEL IS RETURNED TO THE UK?
If your parcel is returned to us because you fail to collect it, do not contact the courier to monitor your parcel, do not pay any necessary taxes or duties / fees, or provide inaccurate delivery address / contact 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.
Due to COVID and current demand on global shipping services, it can take up to 4 weeks for parcels to be processed by customs in your country. These delays are beyond our control. We appreciate your patience during this time.
WHAT TO DO IF ANY OF YOUR ITEMS ARE DAMAGED OR MISSING
Report any loss or damage to the courier service within 24 hours of receiving your order (using the contact links above).
Email us at email@example.com to report the problem within 24 hours of receiving the parcel. Quote your name and your order reference number.
Give us a brief description of any damage. Attach photographs of 1) the outside of the box (clearly showing the parcel address label and any visible damage to the box, 2) All of the packaging and wrapping that is inside of the box, 3) the items received, 4) the damaged items.
Without all of this information we cannot make a claim for loss, so please ensure photographs are taken and emailed to us. As soon as we have these, we will raise a claim with the courier agency and will inform you of the outcome of investigation and what the next steps will be.
We always endeavour to beat our turnaround time and get your order out to you as quickly as possible. On rare occasions issues such as COVID and evolving UK Trade arrangements post Brexit may sometimes affect shipping times. This is beyond our control and we cannot offer any compensation or monetary refund if your order is delayed.
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 firstname.lastname@example.org, and we will do our best to enable shipping options for you.
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.