HARTLEY & NOBLE - SHIPPING TERMS & MANUFACTURING TURNAROUND TIMES.

All Hartley & Noble products are made by us in our workshop in the UK. Due to the vast number of sizes and variations in Batt Systems, Throwing Batts and Pottery Forms that we offer, most of our products are made to order. Our current turnaround time for these items is upto 15 working days. We always work hard to get your orders made and shipped as quickly as possible. 

If your order is urgent please get in touch to check if your items are available.

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

1. Check your parcel tracking information every 2 to 3 days.
2. When your parcel arrives in your destination country the Customs Authority will process it. The time this takes will depend on the volume of parcels they are processing at that time (it can be slower during holiday periods such as Christmas).
3. When your parcel has completed the customs process, the courier will contact you to let you know if you need to pay any taxes / duties / customs fees.
4. When checking your parcel tracking information, if you notice that your parcel has been held in customs for more than 7 days, and they have not contacted you yet, please contact the courier and ask for a shipping update. You can find the courier contact links on the parcel tracking page.
5. Please monitor your parcel tracking online, check your email (or spam folder) so that you can see if the courier / customs service are trying to contact 

If your parcel is returned to us because you do not pay any necessary taxes or duties / fees, then we cannot offer free return shipping. Hartley & Noble Ltd is a small family business, and we are not able to offer free return shipping services.

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. You can find their contact information using the parcel tracking link that we email you when your parcel is despatched.  You can also click here to contact us so that we can also try to help and support you with any shipping issues.

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 the 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.

During busy holiday periods, when global shipping services are in high demand, it can take a couple of weeks for parcels to be processed by customs in your country. These delays are beyond our control.  

WHAT TO DO IF ANY OF YOUR ITEMS ARE DAMAGED OR MISSING

Please report any loss or damage to the courier service within 24 hours of receiving your order (using the contact links above). Give them 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.

Email us at orders@hartleyandnoble.co.uk to report the problem within 48 hours of receiving the parcel. Quote your name and your order reference number.    

Without all of this information we cannot make a claim for loss with the courier company, so please ensure photographs are taken and emailed to us.  As soon as we have these, we can raise a claim with the courier agency and we will inform you of the outcome of investigation and what the next steps will be.

DELIVERY INFORMATION

We always endeavour to beat our turnaround time and get your order out to you as quickly as possible. We do not offer compensation or monetary refund if your order is delayed due to shipping issues beyond our control.

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 orders@hartleyandnoble.co.uk, 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.