SHIPPING POLICY

This Shipping Policy explains how orders placed through the HATFORD LTD online store are processed, dispatched and delivered.

1. Company Information

This online store is operated by:

Trade name: HATFORD LTD
Company number: 17331859
Registered and correspondence address: 70 Brinksway, Stockport, SK3 0BY, United Kingdom
Email: contact@hatford.shop

In this Shipping Policy, “HATFORD LTD”, “we”, “us” and “our” refer to HATFORD LTD. “Customer”, “you” and “your” refer to the person placing an order through our online store.

2. Fulfilment Model

HATFORD LTD operates using a fulfilment-based business model.

Products may be stored, packed and dispatched by third-party fulfilment centres, logistics providers or warehouse partners acting on our behalf. The use of a fulfilment partner does not affect your contractual relationship with HATFORD LTD.

HATFORD LTD remains responsible for processing your order, providing customer support and resolving delivery-related issues in accordance with this Shipping Policy and applicable consumer law.

Depending on product availability and warehouse location, items from the same order may be dispatched separately and may arrive in more than one parcel.

3. Shipping Destinations

We primarily deliver orders to addresses within the United Kingdom.

Delivery to a particular location is subject to:

• product availability;

• carrier coverage;

• product size and weight;

• delivery restrictions applying to portable fireplaces or related products; and

• acceptance of the delivery address during checkout.

Where international delivery is available, the eligible destination and applicable delivery charges will be displayed during checkout.

We do not guarantee delivery to PO boxes, parcel lockers, freight-forwarding addresses or other locations that cannot safely receive large or fragile products.

4. Order Processing

Orders are normally processed within 1–3 business days after payment has been successfully received and authorised.

Business days are Monday to Friday, excluding public and bank holidays in England and Wales.

Orders placed during weekends, public holidays or outside normal operating hours will normally begin processing on the next business day.

Processing may take longer during:

• public holidays;

• promotional periods;

• seasonal sales;

• periods of unusually high demand;

• stock transfers between fulfilment centres;

• carrier disruption; or

• circumstances outside our reasonable control.

An order confirmation email confirms that we have received your order. It does not confirm that the order has been dispatched.

5. Estimated Delivery Times

Unless a different estimate is displayed on the product page or during checkout, estimated delivery within the United Kingdom is normally:

• Order processing: 1–3 business days;

• Standard delivery after dispatch: 3–7 business days;

• Remote or restricted delivery areas: approximately 5–10 business days after dispatch.

Delivery times are estimates and are not guaranteed delivery dates unless we have expressly agreed a specific delivery date with you in writing.

In any event, we will aim to deliver your order without undue delay and within 30 days after the order contract is concluded, unless a longer delivery period has been expressly agreed with you.

6. Shipping Charges

Shipping charges, where applicable, are calculated based on factors including:

• delivery destination;

• parcel size and weight;

• product type;

• selected delivery service; and

• any special-handling requirements.

The total delivery charge will be displayed during checkout before you complete your purchase.

Any free-shipping offer applies only where expressly stated and may be subject to geographical, order-value or product restrictions.

Additional delivery charges may apply to certain remote locations, offshore islands or addresses requiring specialist delivery arrangements. Where an additional charge is required after an order is placed, we will contact you before dispatching the order.

7. Portable Fireplaces and Restricted Materials

Portable fireplaces may be subject to special carrier requirements because of their dimensions, weight, construction materials or intended use.

Unless expressly stated on the relevant product page, portable fireplaces are supplied and shipped without fuel.

Bioethanol, gas canisters, combustible liquids and other flammable or hazardous materials may be subject to carrier and geographical restrictions. Such products may:

• be shipped separately;

• require specialist delivery;

• be unavailable for certain destinations; or

• be excluded from international delivery.

Customers must not assume that fuel is included with a portable fireplace unless this is clearly stated in the product description and order confirmation.

8. Dispatch Confirmation and Tracking

Once your order has been dispatched, we will normally send a dispatch confirmation email.

Where tracking is available, the email may include:

• the carrier’s name;

• a tracking number; and

• a tracking link.

Tracking information may take up to 48 hours after dispatch to become active.

Some delivery services, oversized items or fulfilment partners may not provide real-time tracking. The absence of live tracking does not necessarily mean that the parcel has not been dispatched.

9. Multiple Parcels

An order containing more than one item may be dispatched:

• from different fulfilment centres;

• by different carriers;

• on different dates; or

• in separate parcels.

You will not be charged additional shipping fees solely because we decide to divide an order into multiple shipments, unless a separate delivery arrangement was specifically requested by you.

Please check your dispatch emails before reporting part of an order as missing.

10. Delivery Address

You are responsible for providing a complete and accurate delivery address, including:

• recipient name;

• building or house number;

• street name;

• flat or unit number, where applicable;

• city or town;

• postcode;

• country; and

• a valid telephone number or email address where requested.

Please review your delivery details carefully before submitting your order.

Address changes cannot be guaranteed after an order has been placed. If you notice an error, contact us immediately at contact@hatford.shop.

Once an order has entered fulfilment or has been dispatched, we may be unable to change the delivery address.

HATFORD LTD is not responsible for delays caused by incomplete or incorrect information supplied by the customer. Reasonable redelivery or return-to-sender costs may be charged where a parcel cannot be delivered because the address provided was incorrect or incomplete.

11. Delivery Access

Portable fireplaces may be relatively large, heavy or fragile. You are responsible for ensuring that:

• the delivery address is accessible to the carrier;

• entrances, corridors, stairways and lifts are suitable for the parcel;

• any necessary parking or access instructions are provided;

• an authorised person is available to accept the delivery where required; and

• the product can be safely moved from the delivery point into the property.

Unless expressly stated otherwise, standard delivery is to the entrance, doorstep or another location determined by the carrier. Standard delivery does not include installation, assembly, wall mounting, removal of packaging or removal of an existing product.

12. Delivery Attempts

The carrier may:

• leave the parcel in a safe place;

• deliver it to a neighbour;

• leave delivery instructions;

• redirect it to a local collection point; or

• attempt delivery again.

These options depend on the carrier, delivery service and any instructions provided by the customer.

Where delivery requires a signature or personal handover, you must ensure that someone is available to receive the parcel.

If delivery fails because no one is available or because access cannot be obtained, the carrier may return the parcel to a depot or to our fulfilment partner.

Reasonable additional charges may apply for redelivery where the failed delivery was caused by circumstances within the customer’s control.

13. Delayed Delivery

Delivery may be delayed by circumstances including:

• adverse weather;

• transport or carrier disruption;

• customs procedures;

• public holidays;

• industrial action;

• local access restrictions;

• inaccurate delivery information;

• unusually high order volumes;

• warehouse disruption;

• import or export restrictions;

• natural disasters; or

• other events outside our reasonable control.

If your order has not arrived by the estimated delivery date, please:

1. review the tracking information;

2. check whether the carrier has left a delivery notice;

3. check with other members of your household or neighbours;

4. check any designated safe place or collection point; and

5. contact us at contact@hatford.shop.

We will investigate the delivery with the fulfilment partner or carrier and provide an appropriate update.

14. Lost Parcels

A parcel will not automatically be treated as lost immediately after the estimated delivery date has passed.

The relevant carrier may require an investigation period before confirming that a parcel is lost.

If the carrier confirms that the parcel has been lost before delivery, we will, as appropriate:

• arrange a replacement;

• offer an alternative product;

• provide a refund; or

• agree another reasonable solution with you.

HATFORD LTD remains responsible for the parcel until it is delivered into the physical possession of you or a person identified by you to receive it, except where you independently appoint a carrier that was not offered by us.

15. Damaged Parcels

Please inspect the parcel and product as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, please contact us promptly at contact@hatford.shop and provide:

• your full name;

• your order number;

• a description of the damage;

• photographs of the external packaging;

• photographs of the shipping label;

• photographs or video showing the damaged product; and

• details of any missing components.

Where possible, please report visible transit damage within 48 hours of delivery. This requested reporting period helps us investigate the matter with the carrier and does not limit your statutory consumer rights.

Please retain the product, packaging and shipping materials until we confirm whether they are required for inspection, collection or return.

Do not install, assemble, fuel or use a damaged portable fireplace.

16. Missing or Incorrect Items

If your order contains an incorrect product, missing item or missing component, contact us at contact@hatford.shop.

Please include your order number and photographs of:

• the product received;

• the parcel contents;

• the packaging;

• the shipping label; and

• any product identification labels.

We will investigate the matter and, where appropriate, arrange for the missing or correct item to be sent or provide another remedy.

17. Refused and Unclaimed Deliveries

If you refuse delivery without first agreeing this with us, or if you fail to collect a parcel from a carrier’s collection point, the parcel may be returned to our fulfilment partner.

Once the returned parcel has been received and inspected, we will contact you regarding redelivery or cancellation.

Reasonable costs arising from an unjustified refusal, failed collection or requested redelivery may be deducted from any refund where permitted by law.

This section does not apply where you reasonably refuse a parcel because it is visibly damaged, incorrect or unsafe to accept.

18. Cancellation Before Dispatch

Contact us as soon as possible if you wish to cancel or amend an order.

We will try to stop the order before fulfilment begins, but cancellation cannot be guaranteed once the order has been processed, packed or dispatched.

If an order cannot be cancelled before dispatch, you may need to receive and return it in accordance with our Return and Refund Policy.

19. International Orders, Customs and Import Charges

Where international shipping is offered, the customer may be responsible for customs duties, import VAT, brokerage fees, local taxes and other charges imposed by the destination country.

Unless expressly stated otherwise during checkout, such charges are not included in the product price or shipping charge.

International customers are responsible for ensuring that the ordered product may lawfully be imported, possessed and used in the destination country.

We are not responsible for delays caused by customs authorities or for a customer’s failure to pay applicable import charges.

If an international parcel is refused, abandoned or returned because import charges were not paid, reasonable shipping, customs and return costs may be deducted from any refund where permitted by law.

20. Ownership and Risk

Ownership of the goods will pass in accordance with our Terms of Service and applicable law.

Risk of loss or damage remains with HATFORD LTD until the goods come into the physical possession of:

• you; or

• a person identified by you to receive the goods.

Where you independently appoint a carrier that was not offered or arranged by HATFORD LTD, risk may pass when the goods are handed to that carrier.

21. Statutory Rights

Nothing in this Shipping Policy excludes, restricts or replaces any rights or remedies available to consumers under applicable UK consumer law.

If there is any conflict between this Shipping Policy and a mandatory provision of applicable law, the mandatory legal provision will apply.

22. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes to:

• our delivery services;

• fulfilment arrangements;

• carrier requirements;

• shipping destinations;

• business operations; or

• applicable laws and regulations.

The updated version will be published on our website with a revised “Last updated” date.

The Shipping Policy applicable to an order will normally be the version available on the website when the order was placed.

23. Contact Us

For questions about shipping, tracking or delivery, contact:

HATFORD LTD
70 Brinksway
Stockport
SK3 0BY
United Kingdom

Email: contact@hatford.shop
Company number: 17331859