Shipping policy

Hearth and Bolt

Shipping Polic

hearthandbolt.com  ·  Last updated: March 2026

This policy explains how Hearth and Bolt processes, dispatches, and delivers orders. All goods are made and shipped from the UK.

1. Processing Time

Processing time is the period between your order being placed and the goods being handed to the carrier. It is separate from the delivery time shown at checkout.

Product type	Processing time	Rush option	Notes
Standard items	1–3 business days	—	Made to stock
Personalised items	3–5 business days	—	Made to order after purchase
Peak periods (e.g. Christmas)	Allow extra time	—	Check listing for updates

Orders placed after 12:00 noon on a Friday, or on a Saturday, Sunday, or UK bank holiday, begin processing on the next working day.

You will receive a dispatch notification by email when your order has been handed to the carrier.

2. UK Delivery Options

We currently ship to addresses within the United Kingdom only, including England, Scotland, Wales, and Northern Ireland. We do not currently ship internationally.

Service	Estimated delivery	Cost	Tracking
Royal Mail 2nd Class	2–5 business days	Free on orders over £15	Untracked
Royal Mail 1st Class	1–2 business days	£1.99	Untracked
Royal Mail Tracked 48	2–3 business days	£2.99	Tracked
Royal Mail Tracked 24	1–2 business days	£3.99	Tracked

Delivery estimates are provided by Royal Mail and are not guaranteed. They are business days and exclude weekends and UK public holidays.

Free shipping thresholds and service options are subject to change. The options and costs shown at checkout at the time of your order apply.

3. Delivery Timeframe: Your Legal Rights

Unless we have agreed otherwise with you, we will deliver your order within 30 days of the contract being formed. This is a legal requirement under the Consumer Rights Act 2015.

If we cannot deliver within 30 days, we will contact you to agree a revised timeframe. If you do not wish to wait, you may cancel your order for a full refund including original delivery costs.

Important: Delivery estimates given at checkout are not guaranteed delivery dates and do not form part of the contract unless we have explicitly agreed a specific delivery date with you. If a specific date was essential to your purchase, please contact us before ordering.

4. Tracked Orders

When you select a tracked service, a tracking number will be included in your dispatch notification. You can track your parcel using the Royal Mail tracking tool at royalmail.com/track-your-item.

If tracking shows your order as delivered but you have not received it, please check with neighbours and in any safe locations before contacting us. Royal Mail may leave parcels in a safe place or with a neighbour without prior notification.

5. Undelivered or Lost Orders

Royal Mail does not classify a parcel as officially lost until:

• 10 working days after the expected delivery date (UK 1st and 2nd Class)
• 5 working days after the expected delivery date (Tracked services)

If your order has not arrived within these timeframes, please contact us at hello@hearthandbolt.com. We will raise a claim with Royal Mail and arrange a replacement or refund.

We ask that you report non-delivery within 28 days of your dispatch notification. Claims made after this period may be harder to pursue with the carrier, though your rights under the Consumer Rights Act 2015 are not time-limited in this way.

6. Damaged in Transit

If your order arrives damaged, please contact us within 48 hours of delivery at hello@hearthandbolt.com with:

• Your order number
• A photograph of the damaged item
• A photograph of the outer packaging showing the damage

We will arrange a replacement or refund at no cost to you. We may ask you to retain the damaged packaging for up to 14 days to support a carrier claim.

Your rights under the Consumer Rights Act 2015 are not affected by the 48-hour reporting request. It exists to help us pursue claims with Royal Mail, not to limit your entitlements.

7. Incorrect Address

You are responsible for providing a correct and complete delivery address at checkout. We dispatch to the address given on your order and cannot redirect parcels once they have been handed to Royal Mail.

If an order is returned to us due to an incorrect or incomplete address, we will contact you to arrange redelivery. A further delivery charge will apply. If you do not wish to pay for redelivery, we will refund the cost of the goods but not the original delivery charge.

8. Packaging

We pack orders carefully to minimise damage in transit. Most items are shipped in padded envelopes or cardboard boxes, depending on size and fragility.

We aim to use minimal, recyclable packaging. If you have specific packaging requirements, please contact us before ordering.

9. Dispatch Notifications and Order Confirmation

Under the Consumer Contracts Regulations 2013, we are required to send you a confirmation of your order. You will receive:

• An order confirmation email at the time of purchase, summarising your items, price, and delivery details.
• A dispatch notification email when your order is handed to the carrier, including tracking information where applicable.

If you do not receive an order confirmation within 1 hour of placing your order, check your spam folder. If it is not there, contact us at hello@hearthandbolt.com.

10. Delays and Circumstances Beyond Our Control

Occasionally deliveries are delayed by factors outside our control, including Royal Mail industrial action, severe weather, network disruption, or high seasonal volumes.

In these circumstances, we will keep you informed and will work to resolve the situation as quickly as possible. Your legal rights remain unaffected, including your right to cancel and obtain a full refund if we cannot deliver within a reasonable time.

11. Contact

For any query about your delivery, please contact us:

Email	hello@hearthandbolt.com
Website	hearthandbolt.com
Response time	We aim to respond within 2 business days.

Please include your order number in any correspondence.

This policy forms part of our Terms of Service. It is offered in addition to your statutory rights, which are not affected by anything in this document. Last updated March 2026.