Shipping policy
At Heapwell Superfoods, we aim to dispatch and deliver your order as quickly and reliably as possible. Please review the information below before placing your order.
Order Processing
Orders are normally processed and dispatched within 1–2 business days after payment has been successfully received.
Orders placed on weekends or UK public holidays will normally begin processing on the next business day.
During particularly busy periods, promotions or holidays, processing may take slightly longer.
Once your order has been dispatched, you will normally receive a shipping confirmation email containing tracking information where tracking is available.
UK Shipping
We deliver throughout the United Kingdom.
Our typical delivery estimates after dispatch are:
Standard Delivery: approximately 3–5 business days
Express Delivery: approximately 1–2 business days
The delivery service available to you and the applicable charge will be displayed at checkout.
Delivery estimates are provided in good faith but are not guaranteed unless a guaranteed delivery service is specifically stated at checkout.
Unless a different delivery timeframe has been agreed with you, we will deliver your goods without undue delay and within 30 days of your order being placed, as required by applicable UK consumer law.
International Shipping
We also ship to selected international destinations.
International delivery typically takes approximately 7–14 business days after dispatch, although delivery times may vary depending on the destination, courier service, local postal network and customs clearance.
The countries to which we currently ship and the available shipping options will be shown during checkout.
International orders may occasionally take longer than the estimated delivery timeframe due to customs procedures or circumstances outside our reasonable control.
Shipping Charges
Shipping charges are calculated based on factors including the destination, order weight, order value and selected delivery service.
The applicable shipping charge will be clearly displayed at checkout before you complete your purchase.
Where free shipping is offered, any applicable minimum order value or other conditions will be displayed on our website or at checkout.
Tracking Your Order
Where tracking is available, we will provide your tracking information by email once your order has been dispatched.
Please allow some time after receiving your dispatch confirmation for the courier's tracking system to update.
If you have not received your order within the expected delivery timeframe, please contact us at info@heapwell.co.uk with your order number.
Delivery Delays
Occasionally, deliveries may be delayed due to circumstances outside our reasonable control, including courier delays, severe weather, customs procedures, public holidays or unusually high parcel volumes.
If we become aware of a significant issue affecting your order, we will endeavour to keep you informed.
Nothing in this section affects your statutory consumer rights.
Incorrect or Incomplete Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If you notice an error in your delivery address, please contact us at info@heapwell.co.uk as soon as possible.
We will try to amend the address before dispatch, but we cannot guarantee that changes can be made once an order has entered the fulfilment or shipping process.
If an order is returned to us because the customer supplied an incorrect or incomplete address, or because delivery was refused without a valid reason, we may ask the customer to pay reasonable re-delivery costs before the order is sent again.
Undeliverable or Uncollected Parcels
If a courier is unable to deliver your parcel, they may make another delivery attempt, leave instructions for collection or return the parcel to us.
If an order is returned to us because it was not collected or delivery could not be completed for reasons attributable to the customer, please contact us to arrange re-delivery or, where applicable, a refund.
Reasonable re-delivery or return costs may be deducted or charged where permitted by law.
Lost Packages
If your order appears to have been lost in transit, please contact us at info@heapwell.co.uk.
We will investigate the shipment with the carrier and, where appropriate, arrange a replacement or refund.
Where Heapwell Superfoods selected or provided the delivery carrier, responsibility for the goods generally remains with us until they are delivered to you, subject to applicable consumer law. UK consumer rules generally place delivery risk on the trader until the goods reach the customer.
Damaged Packages
If your order arrives damaged, please contact us as soon as possible at info@heapwell.co.uk.
Please provide your order number and, where possible, photographs of the damaged parcel and products. This will help us investigate the issue and provide an appropriate resolution.
Depending on the circumstances, we may offer a replacement, refund or another appropriate remedy.
Your statutory rights regarding faulty or damaged goods are not affected.
Customs Duties and Import Taxes
For orders delivered outside the United Kingdom, the recipient may be required to pay customs duties, import taxes, VAT, handling charges or other local fees imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.
Customs requirements and charges vary between countries, so we recommend checking with your local customs authority if you are unsure.
Customs clearance may also cause additional delivery delays.
Orders Returned by Customs
If an international shipment is refused, abandoned or returned because customs duties or import charges were not paid, or because the recipient failed to complete required customs procedures, please contact us once the parcel has been returned.
Any refund will be handled in accordance with our Return and Refund Policy and applicable law. Reasonable costs incurred as a result of the return may be deducted where permitted by law.
Contact Us
If you have any questions regarding shipping or delivery, please contact:
Heapwell Superfoods LTD
Email: info@heapwell.co.uk
33 James Bedford Close
Pinner
HA5 3TD
United Kingdom
Your Statutory Rights
Nothing in this Shipping Policy affects your statutory consumer rights.