Delivery policy

Last updated: 22 October 2026

If you remember one sentence from this page, make it this one: your contract is with us, not with the courier. Nearly everything below follows from it — what we do when a parcel is late, lost or damaged, and what we can't do once the courier has it. The basics come first, then the sentence and its six consequences, and after those the handful of things only you can do. This policy applies alongside our Returns & Refunds Policy.

The basics

• Where: addresses in the United Kingdom only. We don't accept orders for delivery abroad, and a dispatched parcel can't be forwarded abroad.
• Cost: free delivery on every order, no minimum spend. Nothing is added at checkout, nothing is collected at the door; the only optional line is Shipping Protection (below), and only if you select it.
• Prices: shown in pounds sterling and inclusive of VAT where applicable; what you see at checkout is all you pay, with no customs duties, import fees or delivery surcharges to follow. A text or email asking you to pay to release a parcel isn't from us; our emails come from an address ending in @harwelton.com.
• Timing: processing 1–3 working days, transit 3–5 working days from dispatch, 4–8 working days in total from the day you order. Working days are Monday to Friday, excluding bank holidays; a Friday-evening or weekend order starts processing on Monday.
• Replies: within 2 working days.

The sentence

Your contract is with us, not with the courier. You bought a blanket from us, we chose the courier, and the courier is working for us — which is why there is only one address for anything that goes wrong with a delivery: support@harwelton.com, with your order number. You never need to ring the courier, fill in a courier claim form or prove to a courier that something didn't arrive. The consequences are set out below.

Consequence 1 — We open the courier enquiry, not you

If the tracking is moving, the parcel is on its way — give it a little more time. If the tracking hasn't updated for 10 working days, or the parcel is more than 7 working days past the estimated delivery window, email us your order number. We open the enquiry with the courier, and it can take up to 10 working days; we come back to you when there's an answer, without you having to chase. If the courier confirms the parcel is lost, we send a replacement free of charge. A refund is only issued if a replacement is no longer available.

Consequence 2 — A damaged, incomplete or wrong delivery is put right by us

Inspect the parcel when it arrives. If the outer packaging or the blanket is damaged, something is missing or the wrong item has been sent, keep all the packaging and email us within 3 working days of delivery with your order number and photos of the item, the outer packaging and the delivery label — taken before the box goes out for recycling. Those three photos are what our claim against the courier rests on; without them, or after 3 working days, it can't be filed. A confirmed problem is resolved by sending you a replacement free of charge, not by a refund, and you don't send anything back unless we ask (see our Returns & Refunds Policy, "What it can undo"). If only part of the order has arrived, check your emails for a second tracking number first — orders with several items can leave as separate parcels on different days, each with its own tracking number and email, at no extra charge — and wait until every parcel shows delivered.

Consequence 3 — A "delivered" scan is evidence, not a verdict

A courier's delivery scan is sometimes recorded a day before the parcel actually arrives, or at the wrong door. If the tracking says delivered and you have nothing, look by the front door and in the porch, in any safe place you've nominated, with neighbours, with others in the household and with a concierge or building manager, and look at the courier's proof of delivery. If the parcel still hasn't turned up, email us within 7 days of the scan so that we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of that claim determines whether a replacement can be sent. Where Shipping Protection was added to the order, its own terms govern.

Consequence 4 — The courier's timings are estimates we pass on, not promises we make

The 1–3 working days of processing are the time the fulfilment centre needs to confirm the order, check the details, quality-check, pack and hand the parcel to the courier — not a period during which the order is on hold; around Black Friday, Christmas, cold snaps and promotions it can take up to 2 working days longer. The dispatch email with your tracking number goes out the day the parcel leaves, and the 3–5 working days of transit count from that day, not from the day you ordered. The courier normally scans a parcel for the first time at the first sorting hub, so the tracking can stay empty, or show only that a shipment has been registered, for 2–5 working days after dispatch; mid-route a parcel can also sit a day or two between scans, especially over a weekend. All of these are estimates based on carriers' normal performance, not guaranteed dates — weather, bank holidays, courier capacity and customs inspections can add time, and standard delivery has no date selection. Running late within the window, or a little past it, doesn't make an order cancellable.

Consequence 5 — Once the courier has the parcel, neither of us can redirect it

That's why the address matters before you pay: full name, house number or name, street, flat number, town and postcode, plus a phone number for the courier's notifications. A missing flat number or a transposed digit in the postcode is the most common reason a parcel comes back. After the order is placed, the address can only be changed inside the same 5-minute window as a cancellation: every confirmed order is passed to the fulfilment centre automatically and is in processing within minutes, so an order can only be cancelled or changed within 5 minutes of being placed. Email support@harwelton.com straight away with your order number and "CANCEL" in the subject line; the time your email reaches us is what counts, and every cancellation is confirmed in writing. A request that arrives after 5 minutes isn't a cancellation — including if you've changed your mind, found the blanket elsewhere or are worried about the delivery time — and is answered with our return instructions: after delivery you can return the item under our Returns & Refunds Policy, at your own cost, to our returns centre in the United States.

If nobody's in, the courier may leave the parcel in a safe place, with a neighbour or at a local collection point, and the collection period in the card or notification is set by the courier — neither you nor we can extend it, so look for the notification (also in spam) the day the tracking says the parcel has arrived there. Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected in time, go back to the courier's depot. That's neither a cancellation nor a return. Once the parcel is back at the fulfilment centre, you choose between re-shipping at cost and a refund of the order minus the courier's charges for the failed delivery and the return.

Consequence 6 — Refusing the parcel sends it to the courier, not to us

Refusing a parcel at the door doesn't cancel your order and isn't treated as a return. A refused parcel goes to the courier's depot, not to our returns centre; it often can't be recovered, and a refund can only be considered once the parcel has actually been received back. No longer want it? Take the delivery and go through our Returns & Refunds Policy instead.

What only you can do

• Check the address before you pay.
• Send "CANCEL" within 5 minutes if you need to change or cancel.
• Collect the parcel within the courier's period, and accept it at the door.
• Check the contents on arrival and photograph any damage within 3 working days.
• Look around before reporting a "delivered" parcel missing, and report it within 7 days.
• Check for more than one tracking number before writing about a missing item.

Shipping Protection

Shipping Protection is an optional add-on offered at checkout, listed as its own line before you pay and never included unless you tick it. As described at checkout, it covers your parcel against loss or damage in transit: in those cases we send a replacement free of charge and handle the courier claim ourselves. Once the order has been dispatched the fee can't be refunded, not even on a later return of the order or part of it; the only refund of the fee is on a cancellation within the 5-minute window.

Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@harwelton.com