Shipping policy

Shipping & Delivery

At Hoyles, we are committed to processing your order as efficiently as possible and keeping you informed throughout the delivery process.

Below you will find important information about our shipping methods, processing times, delivery estimates and order tracking.

Where Do We Deliver?

We currently deliver to customers throughout the United Kingdom.

If you are unsure whether we can deliver to your location, please contact our customer support team before placing your order.

Email: [YOUR CUSTOMER SERVICE EMAIL]

Order Processing

Orders are usually processed within 1–5 business days, excluding weekends and public holidays.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.

Processing may take longer during busy periods, public holidays or promotional events.

Estimated Delivery Times

We work with international fulfilment partners to offer a wide selection of products at competitive prices.

As some items are shipped internationally, delivery may take longer than standard domestic shipping.

Estimated delivery time to the United Kingdom: 7–20 business days.

This estimate refers to transit time after dispatch. Including order processing, the total estimated delivery time is generally 8–25 business days.

Delivery times may vary depending on the product, destination, customs clearance and local delivery provider.

If your order has not arrived after 30 business days, please contact us so we can investigate.

Unless a different delivery period has been agreed, applicable UK consumer law generally requires delivery within 30 calendar days of the contract being made. Your statutory rights regarding delayed or undelivered goods remain unaffected.

Shipping Costs

Shipping costs, if applicable, are displayed at checkout before you complete your purchase.

The final shipping charge depends on the delivery method and options available for your order.

We do not charge additional shipping fees simply because an order is dispatched in separate parcels.

Split Deliveries

If you order multiple products, your items may arrive in separate parcels.

This may occur when products are dispatched from different fulfilment facilities or shipping locations.

Where tracking is available, the relevant information will be provided for each shipment.

You will not be charged additional shipping fees for split deliveries beyond those agreed at checkout.

Customs & Import Fees

Some products may be dispatched from international fulfilment locations.

Depending on the destination, order value and applicable regulations, customs duties, import taxes or other charges may apply.

Any additional charges payable by the customer will be disclosed before purchase where required by law.

Customers will not be asked to pay undisclosed mandatory charges contrary to applicable consumer protection requirements.

Customs processing may occasionally affect delivery times.

Delivery Delays

We always aim to deliver orders within the estimated timeframe.

However, delays can sometimes occur due to:

  • Customs inspections or clearance procedures

  • Public holidays

  • High parcel volumes

  • Courier delays

  • Industrial action or transport disruptions

  • Incorrect or incomplete delivery information

  • Circumstances outside our reasonable control

If your order has not arrived within the expected delivery period, please contact our support team.

Where a delivery is delayed, your statutory rights remain unaffected. Depending on the circumstances, you may be entitled to request delivery within an additional reasonable period or cancel the order and receive a refund.

Incorrect Shipping Information

Please ensure that your shipping information is accurate and complete before placing your order.

If you discover an error in your delivery address, contact us as soon as possible.

Email: [YOUR CUSTOMER SERVICE EMAIL]

We will try to update the address before dispatch, although changes may not always be possible once an order has entered the shipping process.

We will assess delivery issues in accordance with applicable law and the circumstances of the order.

Lost or Missing Parcels

If your parcel appears to be lost or has not arrived within the expected timeframe, please contact our customer support team.

We will investigate the shipment and work with our fulfilment partners and delivery providers to resolve the issue.

Where goods are lost before delivery to you, we remain responsible for providing an appropriate solution in accordance with applicable consumer law.

Depending on the circumstances, this may include a replacement or refund.

Order Tracking

Where available, tracking details will be sent to your email address once your order has been dispatched.

You can use the tracking information to follow your parcel's delivery progress.

Tracking updates may take some time to appear after dispatch, particularly for international shipments.

Questions?

Need assistance with shipping, delivery, tracking or your order status?

Please contact us:

Hoyles

Website: https://hoylesonline.com

Email: [YOUR CUSTOMER SERVICE EMAIL]

Our customer support team will be happy to assist you.

Thank you for shopping with Hoyles.

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