Shipping policy

Order Processing

Orders are processed and dispatched within 1-2 business days (excluding weekends and public holidays).
Once your order has been shipped, you will receive a confirmation email with tracking details (if applicable).

UK Shipping

We offer three shipping options within the UK via Royal Mail:

Second Class – Estimated delivery: 4-6 business days
First Class – Estimated delivery: 1-3 business days
Tracked 24 – Estimated delivery: 1-3 business days
Shipping costs vary based on order weight and are calculated at checkout.
Free UK shipping sent using Second Class. Customers can still choose First Class or Tracked 24, but these will be charged at checkout.

International Shipping

We offer both tracked and standard shipping to international destinations.

Europe Shipping:

Europe Standard – Estimated delivery: 3-7 business days (no tracking).
Europe Tracked – Estimated delivery: 3-7 business days (with tracking).

Rest of the World Shipping:

Standard Shipping – Estimated delivery: 3-7 business days (no tracking).
Tracked Shipping – Estimated delivery: 3-7 business days (with tracking).
International shipping costs vary based on order weight and are calculated at checkout.

Customs Duties & VAT

EU customers:

VAT and any applicable import duties are calculated and paid at checkout. Your parcel is delivered with all taxes/duties covered, so there is nothing extra to pay on delivery.
If you are contacted for any unexpected charges, please get in touch before paying.

Australia customers:

For parcels sent by post/mail with a value of AUD $1,000 or less, shipments are generally not assessed for duty/taxes at the border.
For imports over AUD $1,000, GST (and any applicable duty/clearance charges) are charged to the importer at the border.

New Zealand customers:

The key threshold is NZD $1,000 (customs value). This threshold is based on the customs value of the goods (shipping/insurance are excluded for the threshold test).
For consignments over NZD $1,000, GST/duty and clearance fees may apply and are handled through the import process.

Non-EU international customers (including Australia & New Zealand):

Customs rules vary by country and can change. Unless taxes/duties are explicitly collected at checkout, if any import VAT/GST, duties, handling, or clearance fees are charged they are the responsibility of the recipient.

Lost, Delayed, or Damaged Parcels

If your order hasn’t arrived within the estimated timeframe, please check your tracking details before contacting us.
If your parcel is lost or arrives damaged, email us at info@hexby.co.uk with your order number, and we’ll assist you.

Customer Responsibility for Address Accuracy

It is the customer’s responsibility to ensure that the correct delivery address is entered at checkout.
If an incorrect address is provided and the parcel is undeliverable, Hexby is not liable for lost or misdelivered orders.
If you notice an error, contact us at info@hexby.co.uk as soon as possible. Once an order has been dispatched, we cannot make changes.

Contact Us

For any shipping-related questions, email us at info@hexby.co.uk.