Shipping policy

Last updated: January 11, 2026

This policy is part of our Terms of Service. Please review it carefully before placing an order.

 

Table of Contents

  1. UK Shipping Options
  2. International Shipping
  3. Customs & Duties
  4. Order Tracking
  5. Address Changes
  6. Delivery Delays
  7. Damaged in Transit
  8. Contact Us

 

UK Shipping Options

Shipping availability and fees depend on the product(s) ordered. Specific options will be displayed at checkout.

Select Fast-Shipping Products:

  • Standard (5-10 business days): FREE
  • Expedited (2-4 business days): £4.00 | FREE over £60
  • Priority (1-2 business days): £10.00

All Other Products:

  • Standard (5-10 business days): £3.50
  • Orders over £60: FREE Standard Shipping

 

International Shipping

We ship worldwide. Estimated delivery for international orders is 5 to 15 business days depending on location.

Germany (Standardversand):

  • Orders €0.00 – €99.99: €6.00
  • Orders €100.00 and up: FREE

Ireland (Standard):

  • Orders €0.00 – €99.99: €11.95
  • Orders €100.00 and up: FREE

United States (Standard):

  • Orders $0.00 – $79.99: $6.00
  • Orders $80.00 and up: FREE

Europe:

  • Standard Europe: £9.99

Rest of the world:

  • Standard International: £12.99

 

Customs & Duties

International shipments may be subject to customs duties, taxes, or import regulations. These fees are outside of our control and must be paid by the customer.

 

Order Tracking

Once dispatched, you will receive a shipping confirmation email with a tracking number. You can also view tracking information by logging into your account.

 

Address Changes

We process orders quickly to ensure fast delivery. If you notice an error in your shipping address, please notify us immediately at support@herohaven.co.uk.

  • Before Dispatch: We will make every effort to update the address, though this is not guaranteed during peak periods.
  • After Dispatch: Once an order has been dispatched, we are unable to change the delivery address or intercept the package.

To request an address change, please contact us immediately:

  • Email: support@herohaven.co.uk
  • Subject Line: URGENT: Update address - [Your Order Number]

Please include your full name and address for the order you would like to update.

Note:

HeroHaven is not liable for orders delivered to an incorrect address provided by the customer. No refunds or replacements will be issued unless the item is returned to us by the carrier.

 

Delivery Delays

While we aim for timely delivery, delays may occur due to customs, courier issues, or peak periods. We will notify you of any significant delays. If your package is lost by the carrier (tracking has not updated for 10+ business days), please contact us at support@herohaven.co.uk so we can open an investigation.

 

Damaged in Transit

If your order arrives damaged, please notify us within 48 hours of delivery. To help us resolve the issue quickly, please email support@herohaven.co.uk with the following:

  • Your Order Number
  • Clear photographs of the damaged item
  • Photographs of the exterior packaging (including the shipping label)

Please retain all packaging materials and the damaged item until the claim is resolved. We will work with the carrier to investigate and provide a replacement or refund as appropriate.

 

Contact Us

If you have any questions about your delivery, feel free to reach out: