Shipping policy
Last updated: 15 October 2026
Despatch
Every order is individually packed with care. Orders are despatched within 1-3 business days. Hardware protectors are made to order and are included in the same despatch time. Business days are Monday to Friday, excluding public holidays.
You will receive an email when your order is despatched. If you chose a tracked service, your tracking details are included.
If we cannot despatch your order within this time, we will tell you as soon as possible, give you a revised date, and offer you the choice of waiting or cancelling for a full refund.
Delivery times and costs
We deliver to the countries listed on our Shipping Information page. Delivery options, costs, estimated delivery windows and free delivery thresholds for your country are shown on that page and at checkout, and the checkout price is the one that applies to your order. Free delivery thresholds may change during promotions.
Estimated delivery windows are given to us by our carriers and are counted in business days from despatch. They are estimates, not guarantees.
If your country is not available at checkout, we are not able to deliver there at the moment.
Import duties and taxes
United States. We deliver US orders with duties paid. The price you see at checkout is the full price, and there is nothing further to pay on delivery.
Other countries. International parcels may be subject to import duties, taxes and carrier handling fees in the destination country. Unless we state otherwise at checkout, these are not collected at checkout and are payable by the recipient to the carrier or local authority. We have no control over these charges.
If a parcel is refused or returned because duties or taxes were not paid, a 25% restocking fee and the original delivery charge are deducted from the refund, along with any return charges made to us by the carrier.
European Union
Delivery to the European Union is currently paused, and we will update this policy when it resumes. While it is paused, EU collectors can shop our range through our Etsy store.
When EU delivery is available, orders with a value of up to €150 are shipped under the EU Import One-Stop Shop (IOSS) scheme. EU VAT is collected at checkout, our IOSS number is shown on your parcel’s customs paperwork, and no further VAT is due on delivery. Any customs duty or carrier handling fee that applies is payable by the recipient. For orders over €150, VAT, duties and fees are not collected at checkout and are payable by the recipient on delivery.
Delays
Delivery windows are estimates. We are not responsible for delays caused by customs inspections, severe weather, strikes or other events outside our control, but we will keep you informed. If your parcel has not arrived within the estimated window, contact us and we will follow it up with the carrier for you. UK consumers keep their legal right to a refund if an order is not delivered within the time agreed, or within 30 days if no time was agreed.
Lost or damaged parcels
If your tracking has not updated for 10 business days, or your order arrives damaged, email hey@havredeluxe.com with your order number. We will claim from the carrier ourselves. We will send a replacement or refund you in full as soon as the carrier confirms the parcel is lost, and in any case within 14 days of your report if it has still not arrived. For damage, a photo of the parcel and product helps us resolve it faster.
If tracking shows a parcel as delivered but you cannot find it, please check with neighbours and your local delivery office first, then contact us and we will open an investigation with the carrier.
Address accuracy
Please check your delivery address carefully at checkout. If a parcel is returned to us because the address was incomplete or incorrect, we will resend it once you have paid the new delivery charge, or refund the products less the original delivery charge.
Questions
hey@havredeluxe.com