Shipping Policy
Last updated: 3 November 2026
Thank you for shopping with Hazel London.
In this Shipping Policy, we inform you about the processing time, the delivery time, the shipping costs and important information about the shipping of items ordered from us.
1. Shipping costs
At Hazel London, we ship all orders free of charge. We deliver to addresses in the United Kingdom.
Regardless of the order value, there is no minimum order value.
Unless otherwise stated on the product page or at checkout, we cover the cost of standard shipping.
2. Order processing time
Orders are normally processed within 1-3 working days of receipt of payment.
Processing may take longer than usual in the following cases:
Orders received on a Friday evening, at the weekend or on public holidays
Where the order details, the delivery address or the payment information need to be checked
During periods of particularly high order volumes
Where additional time is needed to check stock or to prepare the order for dispatch
Working days are the weekdays from Monday to Friday, excluding weekends and public holidays.
3. Estimated delivery time
After dispatch, delivery normally takes place within 8-12 working days.
The delivery time stated is an estimate. Delays may occur depending on the delivery region, the carrier's workload, customs clearance, weather conditions, peak periods and other circumstances beyond our control.
4. From order to delivery
From order to delivery, the process normally runs as follows:
Order placed
Order and payment details checked
Order processed within 1-3 working days
Goods dispatched
Delivery within 8-12 working days of dispatch (estimate)
Once your order has been dispatched, we may send you a dispatch notification.
5. Delivery address
The customer is responsible for providing the correct name, postcode, address, telephone number and email address when ordering.
Incorrect, incomplete or missing delivery address details may lead to delivery delays, failed delivery, returned parcels or the cost of sending the order again.
If you notice a mistake in the address after placing your order, please contact us as soon as possible at the following email address:
If preparation for dispatch or dispatch has already begun, we may no longer be able to accommodate a change of address.
6. Delivery delays
We make every effort to deliver your items as quickly as possible. However, delays may occur for the following reasons:
High carrier workload
Bad weather, natural disasters, traffic conditions
Peak periods such as the turn of the year, public holidays or major promotional periods
Delays in customs clearance
Incomplete delivery address
Other circumstances beyond our control
Even in the event of a delivery delay, we will help you as far as we can to clarify the status of your order.
7. Order tracking
Depending on the shipping method, a tracking number may be provided.
If a tracking number is created, we will let you know by email after dispatch.
It may take some time for the tracking information to appear in the carrier's system.
If the information is not yet visible immediately after you receive the dispatch notification, please check again a little later.
8. Customs duties and import charges
We deliver within the United Kingdom only. The price shown at checkout is the final price: you will not be asked to pay customs duties, import VAT or handling fees when your order is delivered.
If a carrier ever asks you for a charge on one of our parcels, please contact us before paying so that we can resolve it for you.
9. Extended absence, refused deliveries and failed delivery
If a parcel is returned or cannot be delivered because of extended absence, refusal to accept delivery, an incomplete address, expiry of the collection period or similar reasons, the customer may be required to bear the cost of sending it again.
If delivery is refused or fails for reasons for which the customer is responsible, we will decide whether a refund is possible, and its amount, after checking the condition of the goods, the return status and the shipping costs and fees incurred.
10. Loss and damage
If you suspect loss, damage or incorrect delivery in transit, please contact us as soon as possible after receiving the goods.
Please have the following information ready when you contact us:
Order number
Name used for the order
Email address provided with the order
Description of the problem
In the case of damage: photos of the item and of the packaging
We will look into the matter and, where necessary, liaise with the carrier or partner.
11. Cancelling and changing orders
If you would like to cancel your whole order, please email us at info@hazellondon.com from the email address you used for the order and include your order number.
If your message reaches us within 24 hours of placing the order and our warehouse has not yet started packing it, we will cancel the order and refund you in full. After 24 hours, we can only stop an order in individual cases.
If you would like to change your order (for example the size, colour or delivery address), please email us as soon as possible at the same address.
We cannot guarantee that an order can be changed or stopped. Your statutory right to cancel, described on our Right to Cancel page, is not affected in any case.
12. Contact
If you have questions about shipping, would like to check the status of your order or need to change your address, please contact us at:
Hazel London
Email: info@hazellondon.com