Shipping policy
Orders & Shipping
Upon placing an order, an order confirmation is automatically sent to your email.
All orders are processed and shipped from the UK. We despatch orders on Tuesdays and Fridays.
You will receive a shipping confirmation email as soon your order is fulfilled. If you have selected a tracked service, your tracking number will be included in your shipping confirmation.
We want you to receive your order as soon as possible. However, we are a very small team, and occasionally order processing delays may occur. We thank you for your support and patience!
Order Changes/Cancellations
Please check your information carefully before placing an order, as we cannot guarantee any changes once the order is submitted.
Please contact us ASAP if you would like to amend or cancel your order, or to change your delivery address.
Pre-Order Items
New issues of Hellebore are made available for pre-order before their publication. Any orders which include pre-publication items will not be shipped until the pre-publication item is in stock. The expected shipping date will be listed on the product page. If there are any changes to the expected shipping date, we will contact you to advise you of this.
US Orders
All orders to the United States are sent Delivery Duty Paid (DDP). Order information is communicated to US customs so that no further taxes or fees should be due on delivery.
Whilst we do everything we can to fulfil our responsibilities with regards to import taxes, we cannot be held responsible for any further fees applied.
EU Orders
All orders to the EU are sent with IOSS information (Import One Stop Shop). Where Value Added Tax (VAT) tax is due on orders, it will be calculated and charged when you pay for your items. Order information is communicated to customs in the destination country so that no further taxes or fees should be due on delivery.
Depending on how the parcel is processed by the carrier, a local handling fee may apply for deliveries to the following destinations:
- France
- Italy
- Romania
Whilst we do everything we can to fulfil our responsibilities with regards to import taxes, we cannot be held responsible for any further fees applied.
Delivery Time
Please note that we cannot guarantee delivery by a specific date. Delays may occur that are outside of our control, especially during high-volume periods such as holidays. We recommend placing holiday orders early to allow time for processing and standard shipping.
Returned to Sender
In some cases, an order may be returned to us for the following reasons: Address was entered/formatted incorrectly at checkout; order was not collected in time; additional duties, taxes, and/or other customs fees were left unpaid; etc.
We will resend your you order subject to the payment of new shipping charges, except where the order being returned to us was due to an error on our part.