Shipping policy

HEXAEL SHIPPING POLICY

Thank you for shopping with HEXAEL. We aim to process and dispatch all orders as quickly and carefully as possible.

UK DELIVERY

We offer free standard delivery on all orders within the United Kingdom.

UK orders are normally sent using Royal Mail 24 or another suitable tracked delivery service. Royal Mail 24 aims to deliver on the next working day after dispatch, but this is not a guaranteed next-day service.

ORDER PROCESSING

Orders are normally processed and dispatched within 1–2 working days.

Orders placed on weekends or UK bank holidays will normally be processed on the next working day.

During busy periods, promotional events or public holidays, processing and delivery may take slightly longer.

ESTIMATED DELIVERY TIMES

UK orders will normally arrive within 1–3 working days after dispatch.

Delivery times are estimates and are not guaranteed. Delays caused by the postal service, severe weather, public holidays, industrial action or other circumstances outside our control may occasionally occur.

ORDER TRACKING

Where tracking is available, tracking details will be sent to the email address provided during checkout after the order has been dispatched.

Please allow some time for tracking information to become active after receiving your dispatch confirmation.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address at checkout.

If you notice an error in your address, please contact us immediately at info@hexael.com. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

HEXAEL cannot be held responsible for delays or failed deliveries caused by an incorrect or incomplete address supplied by the customer.

MISSED OR UNSUCCESSFUL DELIVERY

If nobody is available to receive the parcel, the delivery provider may leave it in a safe place, with a neighbour, or provide instructions for redelivery or collection.

Customers are responsible for following any instructions provided by the delivery service.

LOST OR DELAYED ORDERS

If your order has not arrived within a reasonable period after dispatch, please contact us at info@hexael.com with your order number.

We will review the tracking information and, where appropriate, contact the delivery provider. A replacement or refund may be offered after the delivery provider confirms that the parcel has been lost.

DAMAGED PARCELS

If your order arrives damaged, please contact us as soon as possible at info@hexael.com.

Please include your order number and clear photographs of the parcel, packaging and damaged item so that we can investigate and assist you.

INTERNATIONAL DELIVERY

International delivery may be available for selected destinations. Available delivery options, charges and estimated delivery times will be shown at checkout.

International customers are responsible for any customs duties, import taxes or local charges imposed by the destination country, unless otherwise stated at checkout.

Customs processing may cause additional delays outside HEXAEL’s control.

If you have any questions about delivery, please contact:

HEXAEL
Email: info@hexael.com
Website: https://hexael.com