Shipping policy
Last updated: 30-9-2026. This policy forms part of our Terms of Service. HeroHaven is a trading name of HEROHAVEN CY LTD.
1. How your order is dispatched
We dispatch items in one of two ways. The product page and your order confirmation tell you which applies.
- UK warehouse items. Stocked at our UK fulfilment warehouse. Orders placed before 4pm on a business day are normally dispatched the same day, and otherwise the next business day.
- Partner-dispatched items. Sent to you directly by one of our supply partners. These are normally dispatched within 1-2 business days and are delivered by Standard shipping only.
Out-of-stock items available to back-order show an estimated dispatch date at checkout. If any part of your order will take longer than we told you, we will email you before dispatch. We will always deliver within 30 days of your order unless you agree a later date, for example on a pre-order.
"Business days" means Monday to Friday, excluding UK bank holidays. Delivery times count from dispatch unless stated otherwise, and they are estimates, not guarantees. Delays can occur because of carrier issues, incorrect addresses, or peak periods.
2. UK delivery options and prices
|
Option |
Delivery time |
UK warehouse items |
Partner-dispatched items |
|---|---|---|---|
|
Standard |
5–10 business days |
Free |
£4, free on orders over £60 |
|
Expedited |
2–4 business days |
£4.00, free on orders over £60 |
Not available |
|
Priority |
1–2 business days |
£10.00 |
Not available |
Where your basket mixes both types, the options available at checkout apply to the whole order. The options and prices shown at checkout are final.
3. International delivery
We ship worldwide. Delivery takes 5–15 business days depending on location.
|
Destination |
Order value |
Shipping |
|---|---|---|
|
Germany |
Under €100 |
€6.00 |
|
Germany |
€100 or more |
Free |
|
Ireland |
Under €100 |
€11.95 |
|
Ireland |
€100 or more |
Free |
|
United States |
Under $80 |
$6.00 |
|
United States |
$80 or more |
Free |
|
Rest of Europe |
Any |
€9.99 |
|
Rest of the world |
Any |
£12.99 |
4. Customs and duties
International orders may be subject to import duties, taxes or customs charges. These are set by the destination country, are outside our control, and are payable by you unless we state otherwise at checkout.
5. Tracking
When your order is dispatched we email you a tracking number. You can also track it in your account.
6. Changing your address
Email support@herohaven.co.uk as soon as possible with the subject "URGENT: Update address – [order number]" and your full name and new address. Before dispatch we will make every effort to update it, but we cannot guarantee this at busy times. After dispatch we cannot change the address or intercept the parcel. If a parcel is undeliverable because the address you gave was wrong or incomplete, we will refund the goods once the parcel is back with us, but we may deduct the cost of the failed delivery and return.
7. Delivery delays and lost parcels
If your tracking has not updated for 10 business days, email support@herohaven.co.uk with your order number and we will open an investigation with the carrier. If your parcel is lost in transit, we will send a replacement or refund you.
8. Damaged in transit
Please check your parcel on arrival. If anything is damaged, email support@herohaven.co.uk as soon as you can, ideally within 48 hours, with your order number, photographs of the item, and photographs of the outer packaging and shipping label. This helps us claim from the carrier quickly. Please keep all packaging until we have resolved your claim. Your legal rights are not affected if you report damage later. See our Returns & Refund Policy.
9. Contact
support@herohaven.co.uk. Returns information is in our Returns & Refund Policy.