Thank you for shopping at hillhousehomeh.shop.

This Shipping Policy explains the shipping charges, estimated delivery timeframe, order-processing procedures, tracking arrangements, delivery responsibilities, and the procedures applicable to delayed, missing, damaged, refused, or undeliverable parcels.

This policy applies to orders placed directly through hillhousehomeh.shop.

It should be read together with our Terms of Service, Return and Refund Policy, Privacy Policy, Legal Notice, and any product-specific delivery information displayed before purchase.

1. Free Standard Shipping

hillhousehomeh.shop provides free standard shipping on all orders placed through our website.

There is no minimum purchase requirement.

Customers will not be charged a standard shipping fee during checkout.

Free standard shipping has no separate cash value and cannot be exchanged for cash, store credit, a discount, or another benefit.

Where an optional premium, expedited, priority, insured, or special delivery service is offered, the additional cost and applicable delivery estimate will be displayed before the order is submitted.

2. Estimated Delivery Time

The estimated total delivery timeframe for free standard shipping is:

15–20 business days from the date the order is successfully placed.

This estimated timeframe includes both:

• Order processing and preparation

• Shipping transit and final delivery

Business days are Monday through Friday, excluding UK bank holidays.

The 15–20-business-day timeframe is an estimate rather than a guaranteed delivery date unless hillhousehomeh.shop expressly confirms a guaranteed date in writing.

3. Delivery-Time Agreement

By placing an order after the delivery estimate has been displayed, the customer acknowledges that standard delivery may take up to 20 business days from successful order placement.

Customers who require delivery by a specific date should contact us before placing an order:

Email: info@hillhousehomeh.shop

Unless expressly accepted by us in writing, we do not guarantee delivery before a particular:

• Birthday

• Holiday

• Wedding

• Journey

• Appointment

• Celebration

• Event

• Personal deadline

4. Order Processing

After an order is placed, it may undergo:

• Payment authorisation

• Fraud-prevention screening

• Billing-address verification

• Delivery-address verification

• Inventory confirmation

• Product preparation

• Quality or order checks

• Packaging

• Carrier allocation

• Dispatch preparation

Orders placed during weekends or UK bank holidays may begin processing on the next business day.

Order-processing time is included within the total estimated delivery timeframe of 15–20 business days.

Orders containing multiple products, customised products, or products requiring additional verification may require additional preparation.

If a material delay is expected, we will make reasonable efforts to contact the customer using the information provided with the order.

5. Order Confirmation

After an order is successfully placed, an order-confirmation email will generally be sent to the email address provided during checkout.

The order confirmation acknowledges that the order has been received. It does not necessarily mean that the order has been accepted, fulfilled, or dispatched.

Customers should review the confirmation carefully.

If the product, quantity, size, colour, billing information, or delivery address is incorrect, contact us immediately:

Email: info@hillhousehomeh.shop

We will make reasonable efforts to correct the information before fulfilment, but changes cannot be guaranteed after processing has started.

6. Payment and Security Verification

We may review an order before dispatch to protect customers and hillhousehomeh.shop against:

• Payment fraud

• Unauthorised transactions

• Identity misuse

• Address inconsistencies

• Account misuse

• Unusual purchasing activity

• Other security risks

We may request information reasonably necessary to confirm:

• Customer identity

• Payment authorisation

• Billing information

• Delivery information

• Order legitimacy

Failure to provide reasonably requested verification information may delay processing or result in cancellation.

Verification information will be handled in accordance with our Privacy Policy.

7. Dispatch Confirmation

After an order has been dispatched, we will generally send a dispatch-confirmation email containing available shipping information.

The dispatch confirmation may include:

• The shipping carrier

• A tracking number

• A tracking link

• Products included in the parcel

• Other available delivery information

If an order is divided into multiple shipments, the customer may receive more than one dispatch confirmation.

8. Tracking Information

Where tracking is available, customers can use the tracking number or link provided in the dispatch-confirmation email.

Tracking information may take several business days to become active after a parcel has been transferred to the carrier.

A temporary absence of tracking updates does not necessarily mean that the parcel has stopped moving.

A parcel may travel between carrier facilities, transport providers, customs locations, or local delivery partners without receiving a new publicly visible tracking scan.

For tracking assistance, contact:

Email: info@hillhousehomeh.shop

Please include your full name, order number, and tracking number.

9. Shipping Destinations

We ship to eligible delivery destinations accepted through the checkout page.

Shipping availability may depend on:

• The delivery destination

• Carrier coverage

• Address type

• Product restrictions

• Parcel dimensions or weight

• Local delivery conditions

• Customs requirements

• Applicable laws or regulations

If the checkout page does not accept a particular destination, we cannot confirm delivery to that destination.

If we discover after an order is placed that delivery cannot be completed to the supplied address, we may contact the customer for an alternative eligible address or cancel the affected order.

If payment has already been collected for a cancelled order, the applicable amount will generally be refunded to the original payment method.

10. Shipping Carriers

We may use different postal, parcel, courier, fulfilment, or logistics providers depending on:

• Delivery destination

• Product availability

• Parcel dimensions and weight

• Carrier availability

• Shipping route

• Delivery coverage

• Operational requirements

The carrier completing final delivery may differ from the carrier that initially accepted the parcel.

We reserve the right to select or change the carrier where reasonably necessary to fulfil and deliver an order.

11. Multiple Shipments

Products from the same order may be sent in separate parcels.

Separate parcels may:

• Be dispatched on different dates

• Have different tracking numbers

• Use different carriers

• Travel through different routes

• Arrive on different days

Customers will not be charged additional standard shipping fees solely because we divide an order into multiple shipments.

Before reporting a product as missing, please review all tracking numbers associated with the order.

12. Accurate Delivery Information

Customers are responsible for providing complete, accurate, and current delivery information during checkout.

Before submitting an order, please verify:

• Recipient’s full name

• House or building number

• Street name

• Flat, unit, floor, or apartment number

• Town or city

• County, where applicable

• Postcode

• Country

• Telephone number

• Email address

hillhousehomeh.shop is not responsible for avoidable delays or additional costs caused by inaccurate, incomplete, outdated, or undeliverable information supplied by the customer, except where applicable law provides otherwise.

13. Address Corrections

To request an address correction, contact:

Email: info@hillhousehomeh.shop

Please include:

• Your full name

• Your order number

• The original delivery address

• The complete corrected delivery address

We will make reasonable efforts to update the address, but we cannot guarantee that a correction can be completed after the order enters:

• Processing

• Product preparation

• Fulfilment

• Packaging

• Dispatch

Once a parcel has been dispatched, we may be unable to redirect it.

If a parcel is returned because the customer provided an incorrect or incomplete address, reasonable and actual reshipping costs may apply where clearly disclosed and legally permitted.

14. Order Changes and Cancellations

To request an order change or cancellation, contact info@hillhousehomeh.shop as soon as possible after placing the order.

Please include:

• Your full name

• Your order number

• The requested change

• A clear cancellation statement, where applicable

We will make reasonable efforts to accommodate the request, but we cannot guarantee that an order can be changed or stopped after it enters:

• Payment verification

• Processing

• Product preparation

• Customisation

• Fulfilment

• Packaging

• Dispatch

An inability to stop dispatch does not remove a statutory cancellation right that otherwise applies to an online purchase.

After delivery, eligible products may be returned in accordance with our Return and Refund Policy.

15. Delivery Estimates

Estimated delivery dates and carrier tracking estimates are provided for informational purposes.

Delivery may be affected by:

• Product availability

• Order-verification requirements

• Carrier capacity

• Delivery destination

• Severe weather

• Natural disasters

• Transportation interruptions

• Customs procedures

• Security inspections

• Public holidays

• Failed delivery attempts

• Incorrect or incomplete addresses

• Events outside our reasonable control

A delay beyond an estimated date does not automatically mean that the parcel has been lost.

16. Shipping Delays

Although standard-shipping orders are expected to arrive within 15–20 business days, delays may occasionally occur because of:

• Severe weather

• Natural disasters

• Carrier congestion

• High order volumes

• UK or international public holidays

• Customs inspections

• Security screening

• Transportation interruptions

• Labour disputes

• Government action

• Public-health emergencies

• Incorrect or incomplete addresses

• Failed delivery attempts

• Local delivery restrictions

• Supplier or fulfilment interruptions

• Events outside our reasonable control

We will provide reasonable assistance and communicate material delays where reasonably possible.

17. Orders Not Delivered Within 20 Business Days

If an order has not been delivered within 20 business days after successful order placement, contact:

Email: info@hillhousehomeh.shop

Please provide:

• Your full name

• Your order number

• Your tracking number

• The delivery address

• The latest tracking status

We will review the order, available tracking information, carrier records, and surrounding circumstances.

Depending on the circumstances and applicable law, the customer may be entitled to:

• Request delivery within an appropriate additional period

• Cancel where delivery by the agreed time was essential and this was communicated and accepted before the contract was formed

• Cancel where we refuse to deliver

• Cancel where delivery is not completed within an appropriate additional period

• Receive a refund for goods validly cancelled because of late or failed delivery

Nothing in this policy restricts mandatory rights concerning late or failed delivery.

18. Essential Delivery Dates

If delivery by a particular date is essential, the customer must communicate that requirement before placing the order or before the contract is formed.

The essential delivery date must be expressly accepted by hillhousehomeh.shop in writing.

A date entered only in a delivery note, order comment, carrier instruction, or customer message is not automatically accepted as a guaranteed contractual deadline.

Where an essential date has been expressly agreed and is missed, the customer may have additional cancellation rights under applicable law.

19. Delivery Attempts

Shipping carriers may make one or more delivery attempts.

Customers are responsible for:

• Monitoring available tracking information

• Providing an accessible delivery location

• Responding to carrier notices

• Providing delivery instructions where available

• Collecting parcels held at a carrier facility

• Completing reasonable identity or customs procedures

If a carrier cannot complete delivery, the parcel may be held for collection or returned to the sender.

20. Safe Places, Neighbours, and Nominated Recipients

Where a customer asks a carrier to leave a parcel in a designated safe place, with a neighbour, concierge, reception desk, or another nominated recipient, the customer should ensure that the instruction is accurate and the location is reasonably secure.

Carrier delivery options may be governed by the carrier’s own procedures.

A customer-authorised delivery instruction does not remove any statutory responsibility that remains with hillhousehomeh.shop under applicable law.

21. Signature Requirements

Certain parcels may require a signature because of:

• Product value

• Destination

• Carrier requirements

• Fraud-prevention measures

• Delivery-security concerns

Customers are responsible for arranging for themselves or an authorised person to receive and sign for the parcel where required.

A carrier may hold or return a parcel if the required signature cannot be obtained.

22. Refused or Unclaimed Parcels

If a parcel is refused, unclaimed, or returned because of customer action or failure to complete reasonable delivery requirements, we will review the order and explain the available options.

Reasonable and actual return or reshipping costs may be charged or deducted where clearly disclosed and legally permitted when the parcel was returned because of:

• An incorrect or incomplete address

• Refusal of delivery

• Failure to collect the parcel

• Failure to respond to carrier notices

• Failure to complete required customs procedures

• Refusal to pay properly disclosed import charges

No deduction will be made where doing so would unlawfully restrict a statutory right.

Refusing delivery alone may not constitute a complete statutory cancellation notice. Customers wishing to cancel should also contact info@hillhousehomeh.shop.

23. Parcels Marked as Delivered

If tracking shows that a parcel was delivered but it cannot be located, please:

1. Check the usual delivery location.

2. Check entrances, porches, sheds, garages, side doors, and designated safe places.

3. Ask household members or neighbours.

4. Check with reception, building management, a concierge, or the mailroom.

5. Review any carrier photograph or delivery notice.

6. Contact the carrier using the tracking number.

7. Contact info@hillhousehomeh.shop if the parcel remains missing.

Please include:

• Your full name

• Your order number

• Your tracking number

• The delivery address

• A description of the checks completed

We will review the available delivery evidence and provide reasonable assistance.

A carrier’s delivered scan may be relevant evidence, but it does not prevent a customer from providing evidence that the parcel was not received.

24. Lost Parcels

A parcel may be treated as lost after the carrier confirms that it cannot be located or completes its investigation.

If tracking has not updated for an extended period, contact:

Email: info@hillhousehomeh.shop

Where goods are lost before lawful delivery to the customer or a person nominated by the customer, we will provide an appropriate remedy in accordance with applicable law.

The remedy may include:

• A replacement

• A refund to the original payment method

• Another solution agreed with the customer

The available remedy may depend on product availability, tracking records, carrier findings, delivery evidence, and applicable law.

25. Risk of Loss

For consumer orders, risk generally remains with hillhousehomeh.shop until the goods enter the physical possession of:

• The customer; or

• A person identified by the customer to receive them.

Where the customer independently appoints a carrier that was not offered by hillhousehomeh.shop, different rules may apply.

Nothing in this Shipping Policy transfers risk to the customer earlier than legally permitted.

26. Damaged Parcels or Products

Please inspect parcels and products promptly after delivery.

If a parcel or product arrives damaged, contact:

Email: info@hillhousehomeh.shop

Please provide, where reasonably available:

• Your full name

• Your order number

• A description of the damage

• Photographs of the complete product

• Photographs of the damaged area

• Photographs of the product packaging

• Photographs of the outer parcel

• Photographs of the shipping label

• Any relevant product label, size marking, or identifying code

Please retain the product and available packaging while the matter is reviewed.

Do not return a damaged product before receiving return instructions.

Reasonable evidence requests will not be used to improperly restrict a valid statutory right.

27. Incorrect Products

If you receive a product that differs from what you ordered, contact:

Email: info@hillhousehomeh.shop

Please provide:

• Your full name

• Your order number

• The product ordered

• The product received

• Photographs of the received product

• Photographs of the product label

• Photographs of the packaging

• Photographs of the shipping label

We will review the order and provide an appropriate remedy where the issue is verified.

28. Missing Products or Components

If you believe that a product, accessory, or component is missing, first check whether the order was divided into multiple shipments.

If all associated parcels have been delivered and something remains missing, contact us and include:

• Your full name

• Your order number

• The missing product or component

• Photographs of all products received

• Photographs of the packaging

• Photographs of the shipping label

We will review the order and available fulfilment information.

29. Product Inspection After Delivery

Customers should inspect products promptly after delivery and before:

• Wearing them outdoors or for an extended period

• Washing or cleaning them

• Removing essential tags

• Altering them

• Installing or assembling them

• Applying treatment products

• Discarding packaging

If a product appears damaged, faulty, incomplete, or incorrect, contact us before continued use.

This requirement does not restrict statutory remedies for goods that fail to conform to the contract.

30. Customs, Duties, and Import Charges

Where a parcel travels across international borders, customs authorities may inspect the shipment or request additional information.

Depending on the destination and the information displayed before purchase, a parcel may be subject to:

• Import VAT

• Customs duties

• Brokerage fees

• Clearance charges

• Local handling fees

• Other government-imposed charges

Any mandatory charges collected by hillhousehomeh.shop will be displayed during checkout where required.

Charges not collected during checkout may be payable by the recipient only where they are clearly disclosed, legally applicable, and imposed by the relevant authority or service provider.

Customs inspections may affect delivery times.

hillhousehomeh.shop does not control government assessments, customs procedures, or independent carrier brokerage charges.

31. Shipping Restrictions

Certain products or destinations may be subject to restrictions because of:

• Carrier policies

• Product characteristics

• Parcel dimensions

• Safety requirements

• Destination rules

• Import restrictions

• Government regulations

• Applicable law

If a product cannot legally or practically be shipped to the selected destination, we may remove the product from the order or cancel the affected order.

Any amount collected for a cancelled product will generally be refunded to the original payment method.

32. Returns and Refunds

Shipping-related cancellations, damaged-product claims, incorrect products, refused parcels, lost shipments, returns, and refunds are governed by:

• This Shipping Policy

• Our Return and Refund Policy

• Our Terms of Service

• Applicable consumer law

Eligible commercial return requests must generally be submitted within 30 calendar days after delivery.

UK consumers may also have statutory cancellation and faulty-goods rights as described in our Return and Refund Policy.

Do not return a product before receiving return instructions.

The address displayed on the original parcel may not be the authorised return-processing address.

33. Refunds for Late Delivery or Non-Delivery

Where an order is validly cancelled because of late delivery, failed delivery, or loss before lawful delivery, an approved refund will generally be issued:

• To the original payment method

• Without undue delay

• Within the period required by applicable law

Banks, card issuers, digital-wallet providers, and payment services may require additional processing time after we issue the refund.

We will not substitute store credit for a legally required monetary refund without the customer’s agreement.

34. Fraudulent Shipping Claims

We may investigate suspected:

• False non-delivery claims

• False damage claims

• Address manipulation

• Parcel interception

• Product substitution

• Duplicate refund requests

• Chargeback abuse

• Unauthorised payment activity

• Altered tracking information

• Manipulated photographs or documents

• Other deceptive conduct

Where legally appropriate, we may request relevant information, preserve records, restrict an account, reject an unsupported claim, or report suspected unlawful activity.

Any decision will be based on available evidence and applicable law.

35. Events Outside Our Reasonable Control

We are not responsible for delay or failure caused solely by circumstances outside our reasonable control, including:

• Natural disasters

• Severe weather

• Fire or flood

• War or civil unrest

• Public-health emergencies

• Government restrictions

• Customs action

• Transportation interruptions

• Carrier disruption

• Labour disputes

• Utility outages

• Cyberattacks

• Supplier interruptions

• Fulfilment-centre interruptions

• Shopify or third-party service outages

This section does not remove any cancellation, refund, or delivery remedy available under mandatory consumer law.

36. Consumer Rights

Nothing in this Shipping Policy excludes, restricts, or modifies any mandatory right available under applicable UK consumer law.

This includes rights relating to:

• Late delivery

• Non-delivery

• Lost goods

• Damaged goods

• Faulty goods

• Incorrectly supplied goods

• Goods that are not as described

• Statutory cancellation

• Refunds required by law

Where this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

37. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in:

• Shipping methods

• Delivery regions

• Shipping carriers

• Fulfilment procedures

• Products

• Business practices

• Shopify functionality

• Applicable law

• Regulatory guidance

The revised policy will be published on hillhousehomeh.shop with an updated effective date.

The policy in effect when an order is placed will generally apply to that order unless mandatory law requires otherwise.

38. Contact Information

For questions about shipping, tracking, delivery delays, address corrections, missing parcels, damaged parcels, or incorrect products, contact:

Store: hillhousehomeh.shop
Email: info@hillhousehomeh.shop

Customer enquiries are generally answered within 1–2 business days.