Where we deliver
We currently accept orders for delivery to valid addresses in England, Scotland, Wales and Northern Ireland. We do not deliver to PO boxes, BFPO addresses or addresses outside the United Kingdom unless a product page expressly says otherwise.
Order handling
Orders normally require 1-3 UK business days for verification, preparation and handover to the carrier. Business days exclude Saturdays, Sundays and UK public holidays.
Orders containing more than one item may be dispatched separately. Separate parcels do not create extra delivery charges after checkout.
Delivery timing
After dispatch, tracked delivery normally takes 12-20 business days. The typical total from order acceptance is therefore 13-23 business days.
These are estimates, not guaranteed appointment dates. Weather, customs processing, carrier disruption, remote locations and peak periods can cause delays. By ordering, you agree to the delivery period shown at checkout, including where it exceeds 30 calendar days.
Delivery charges
Standard tracked UK delivery is £3.95. It is free when the merchandise subtotal is £50 or more, after discounts. Any different product-specific rate will be displayed before payment.
Tracking
When a tracking reference is available, we send it by email. It can take 2-5 business days after dispatch for the carrier's first scan to appear. A lack of early scans does not necessarily mean the parcel has not moved.
Taxes, VAT and customs
Any VAT or other tax that we are required to collect will be shown as part of the price or checkout total. For consignments valued above £135, import VAT, customs duty or carrier handling charges may apply under UK rules. Where we reasonably expect a customer to pay a border charge, this will be stated before purchase.
Customers are responsible for giving a correct address and responding to any lawful carrier or customs request.
Delays, loss and failed delivery
If an order has not arrived by the end of its stated delivery window, contact support@fletcherhaines.com. We will investigate with the carrier. Where goods are lost, not delivered within an agreed essential deadline, or otherwise require a remedy under law, we will offer the applicable replacement, cancellation or refund.
Additional postage caused by an incomplete address, refusal, or failure to collect may be deducted only where lawful and clearly supported by the carrier's evidence.