A curious object may begin its journey on a shelf, but it should never disappear into a mystery once an order has been placed.
This page explains how Hawthorn & Key Ltd orders are processed, dispatched and delivered.
Where we deliver
Hawthorn & Key currently delivers to addresses within the United Kingdom.
Delivery is available to UK Mainland addresses, Northern Ireland, the Scottish Highlands and Islands. Delivery times and charges may vary depending on the destination, parcel weight and the items ordered.
International delivery is not currently available through the Hawthorn & Key website. We may review this as the shop develops.
Where orders are dispatched from
Each item is selected for the Hawthorn & Key collection and dispatched directly from our trusted UK fulfilment partner.
This allows us to offer a broader carefully selected range without pretending that every object is stored in a fictional back room behind the counter.
Orders are prepared and dispatched on working days. Our fulfilment partner operates from Monday to Friday, excluding UK bank holidays.
Order processing
Please allow [CONFIRM PROCESSING TIME] working days for your order to be prepared before dispatch.
Orders placed during weekends or UK bank holidays will begin processing on the next working day.
During especially busy periods, such as the weeks before Christmas, processing may take a little longer. Where we become aware of a significant delay affecting your order, we will contact you using the email address provided at checkout.
Estimated delivery times after dispatch
The following estimates apply after your order has been dispatched:
| Delivery area | Estimated delivery time after dispatch |
|---|---|
| UK Mainland | Usually 2–5 working days |
| Northern Ireland | Allow up to 5 working days |
| Scottish Highlands and Islands | Delivery may take longer depending on the postcode and parcel size |
| Large or bulky items | Additional arrangements may be required |
These are estimates rather than guaranteed delivery dates. Carrier delays, severe weather, unusually busy periods and circumstances outside our reasonable control may occasionally affect delivery times.
Delivery charges
Any delivery charge is shown clearly at checkout before payment is completed.
The applicable charge may depend on the delivery address, parcel weight and the items in your basket.
[ADD FREE DELIVERY INFORMATION HERE IF INTRODUCED LATER]
Tracking your order
Where tracking is available, the relevant delivery information will be sent using the contact details provided with your order.
Please check your email address carefully when completing checkout and keep an eye on your spam or junk folder if you are expecting a dispatch update.
Why an order may arrive in more than one parcel
Most orders are expected to arrive as a single delivery. However, an order may occasionally be divided into more than one parcel because of parcel size, product type or delivery arrangements for larger items.
If part of your order arrives before the rest, please check the available dispatch information before contacting us. A second parcel may still be on its way.
Packaging
Orders are dispatched in practical outer packaging suitable for delivery.
Unless a product description specifically states otherwise, please do not expect Hawthorn & Key gift wrapping or branded presentation packaging. Product labels, ingredient information and manufacturer details may appear where relevant or required.
Delivery addresses
Please check your delivery address carefully before completing checkout.
Include the full address, postcode and any information reasonably required for the carrier to complete delivery. Some carriers may also require a telephone number or email address for delivery updates.
We cannot guarantee that an address can be changed once an order has entered the fulfilment or dispatch process.
PO Box addresses
Please do not use a PO Box address for an order that may require courier delivery.
BFPO addresses
Please contact us before placing an order for delivery to a BFPO address. Additional restrictions or charges may apply depending on the items ordered.
Restrictions for certain products
Some products may be subject to delivery restrictions because of their ingredients, size or transport requirements.
For example, certain oils, fragrance products, sprays or items containing alcohol may only be transported by road. Large or bulky items may also require separate delivery arrangements.
Where a restriction affects an order, we will contact you using the email address provided at checkout.
If you need to change your address
Please contact us as soon as possible if you notice an error in your delivery address.
We will do our best to help, but an address change cannot be guaranteed after an order has entered the fulfilment or dispatch process.
If a delivery is delayed
First, check the estimated delivery period and any tracking information provided.
If the estimated delivery period has passed and your parcel has not arrived, please contact us. Include your order number and the email address used at checkout.
If tracking says delivered but you cannot find the parcel
Please check:
- around the delivery location;
- any designated safe place;
- whether another member of the household accepted the parcel;
- whether the carrier left a delivery note;
- whether a neighbour may have accepted the delivery.
If the parcel still cannot be found, please contact us with your order number and the available tracking information.
Failed deliveries and returned parcels
If a parcel cannot be delivered because the address was incorrect or incomplete, the recipient was unavailable, the parcel was refused or it was not collected, it may be returned by the carrier.
Please contact us if this happens. Where redelivery is possible, additional delivery charges may apply.
Damaged, incorrect or missing items
If an item arrives damaged, incorrect or incomplete, please contact us as soon as possible.
Include:
- your order number;
- the email address used at checkout;
- a short description of the issue;
- clear photographs of the item and packaging where relevant.
Please do not dispose of a damaged item or its packaging until we have explained the next step.
Returns
Delivery questions and return requests are handled separately.
If you would like to return an item, please read our Returns & Refunds page before sending anything back. Do not send a return to our registered office unless we have specifically instructed you to do so.
Still need help?
If your question has not been answered here, please visit our Frequently Asked Questions page or contact us.
When contacting us about an existing order, include your order number and the email address used at checkout so that we can look into the matter more quickly.