Delivery Policy
Last updated: 21 October 2026
At Heat Hollow we aim to provide a reliable and efficient delivery experience for every customer across the United Kingdom, working with trusted delivery partners so your order arrives safely. This policy covers delivery times, tracking, the rules for cancelling or changing an order, and what we do when a parcel is late, lost or damaged. It applies together with our Returns & Refunds Policy.
1. Order processing and delivery time
Processing — from your order being confirmed to the parcel leaving the fulfilment centre — takes 1–3 working days. Delivery with the courier takes an estimated 3–5 working days, so allow 4–8 working days in total. Working days are Monday to Friday, excluding UK public holidays; an order placed at the weekend enters processing on the next working day. During busy periods, including holidays, promotional events and product launches, processing can take up to 2 additional working days.
Delivery times are estimates based on courier performance, not guaranteed dates: carrier delays, weather conditions, public holidays and customs inspections can push them out. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a parcel is late or lost.
2. Where we deliver and what it costs
Heat Hollow currently delivers exclusively within the United Kingdom; orders to addresses outside the UK aren't available at this time. Delivery is free on all orders — no minimum spend, no charges added at checkout, and nothing collected on delivery.
3. Cancelling or changing an order
Every order is passed to our fulfilment centre automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your products, variants, quantities and delivery address carefully before you confirm.
To cancel within the 5-minute window, email support@heathollow.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the product elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 1 is the time the fulfilment centre needs to prepare your parcel; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 6).
4. How to track your order
You'll receive an order confirmation immediately after checkout — check the delivery address in it — and a dispatch confirmation with your tracking number once the parcel leaves the fulfilment centre. Allow 2–5 working days for the first scan to appear, and expect updates to be less frequent while the parcel travels between courier hubs; a tracking page that hasn't updated in the first days is normal. If your tracking hasn't updated for 10 working days, contact us and we'll check with the courier.
5. Orders sent in more than one parcel
Products are dispatched from the fulfilment centre that holds them, so an order with several products may be sent in separate parcels on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
6. Delivery address, failed and refused deliveries
Please ensure your delivery address is accurate and complete when placing your order — include any flat number and postcode, and add a phone number for the courier. An incorrect or incomplete address is the most common cause of a delayed delivery. Address changes are only possible within the 5-minute window in section 3; after dispatch, couriers can't redirect a parcel.
Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a pickup point within the courier's timeframe, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.
Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
7. Lost in delivery
If tracking shows the parcel moving, give it a little more time. If tracking hasn't updated for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, contact us with your order number. We'll open an investigation with the delivery provider, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
8. Delivered but missing
Check around your property — porch, safe place, garage, communal entrance — then with household members and neighbours, and review the courier's proof of delivery; couriers sometimes scan a parcel shortly before the final handover. If it hasn't turned up, contact us within 7 days of the delivery scan so we can raise a claim with the delivery provider. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 10 applies.
9. Damaged on arrival
If your order arrives damaged, keep all packaging and email us within 3 working days of delivery with your order number and clear photographs of the parcel, the shipping label and the damaged product. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 7).
10. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 3.
11. VAT and duties
All prices are shown in pounds sterling and include VAT where applicable. The total at checkout is the total you pay — no customs charges or import fees apply to UK deliveries.
12. Customer service
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@heathollow.com