Shipping & Delivery Policy
Last updated: 20 August 2026
At Hellish Heaven, we aim to process and dispatch orders as quickly and carefully as possible.
This Shipping & Delivery Policy applies to both individual customers and approved Trade and Wholesale customers. Where different terms apply to trade orders, these are explained below.
UK Delivery
We currently deliver within the United Kingdom.
Available delivery options, shipping charges and estimated delivery times will be shown at checkout before you complete your order.
Delivery charges may vary depending on the size, weight and value of your order.
Order Processing
Orders are processed during our normal business days, excluding weekends and UK bank holidays.
We aim to prepare and dispatch orders promptly. During particularly busy periods, product launches, promotions or bank holidays, processing may take slightly longer.
Once your order has been dispatched, you may receive a shipping confirmation with tracking information where tracking is available.
Delivery Times
Any delivery times provided on our website or at checkout are estimates unless expressly stated otherwise.
While we work with our delivery partners to ensure orders arrive on time, delays can occasionally occur due to circumstances outside our reasonable control.
If your order is significantly delayed, please contact us and we will investigate it with the delivery provider.
Delivery Address
Please make sure your delivery address and contact details are correct before placing your order.
Hellish Heaven cannot accept responsibility for delays or failed deliveries caused by incorrect or incomplete information provided by the customer.
If you notice an error in your delivery address after placing an order, please contact us as soon as possible. We will do our best to amend the details if the order has not yet been dispatched.
Once an order has entered the dispatch process, we may not be able to change the delivery address.
Missed or Failed Deliveries
If a delivery cannot be completed, the courier may leave instructions for redelivery or collection.
It is the customer's responsibility to follow the instructions provided by the delivery company.
Where an order is returned to us because delivery could not be completed due to an incorrect address, repeated unsuccessful delivery attempts or failure to collect the parcel, additional delivery charges may apply before the order can be sent again.
This does not affect your statutory rights.
Damaged Parcels
Please check your order as soon as reasonably possible after delivery.
If your parcel or any products inside it arrive damaged, please contact us promptly.
Where possible, please provide:
- your order number;
- photographs of the outer packaging;
- photographs of the damaged product;
- photographs of the shipping label; and
- a short description of the problem.
Please keep the damaged products and packaging until we have reviewed your claim, as they may be required as part of our investigation with the delivery company.
Missing or Incorrect Items
If an item is missing from your order or you have received the wrong product, please contact us as soon as possible.
Please include your order number and details of the missing or incorrect item.
Once we have investigated the issue, we will arrange an appropriate solution.
Trade & Wholesale Deliveries
Trade and Wholesale orders may be subject to different delivery charges and delivery arrangements due to larger order quantities, parcel weights or pallet requirements.
Any applicable shipping charges will be confirmed during the ordering process or otherwise agreed with the Trade customer.
Trade customers are responsible for providing accurate business and delivery information.
Please ensure that someone is available to accept and inspect the delivery where required.
Checking Trade Deliveries
Trade customers should inspect deliveries as soon as reasonably possible after receipt.
Any visible damage, shortages or incorrect products should be reported to Hellish Heaven promptly after discovery.
When reporting an issue, please provide your business name, order number, details of the affected products and quantities, together with photographs where appropriate.
Please retain all relevant packaging until the matter has been resolved.
Risk and Ownership
Nothing in this Shipping & Delivery Policy is intended to limit any rights or protections that cannot lawfully be excluded.
For consumer orders, responsibility for the goods will pass in accordance with applicable UK consumer law.
Separate commercial arrangements may apply to Trade and Wholesale orders where agreed in writing.
International Delivery
Unless international delivery is specifically offered at checkout or agreed with us in advance, orders are currently intended for delivery within the United Kingdom.
Trade customers interested in delivery outside the UK are welcome to contact us to discuss availability and shipping arrangements.
Additional shipping charges, customs requirements, duties, taxes or import restrictions may apply to international orders.
Contact Us
If you have any questions about delivery or need help with an order, please contact:
Hellish Heaven Ltd
Email: info@hellishheaven.co.uk
Please include your order number in your message.
Trade customers should also include their business name and Trade Account details where applicable.