Deliverance
Top Tip: always sign 'arrived as damaged' when receiving goods from a courier.. That way, if something has been damaged in transit, the courier bears the cost. In the unlikely event that the courier has damaged the goods in transit you MUST let us know within 24hours.
How much does it cost ?For customers on the UK mainland.
1. We charge you exactly what it costs us to dispatch your hammock on a next day courier service.
(order by 1pm for same day dispatch)
For orders delivered to the UK mainland, this will be £9.60
(some highland postcodes we charge £12 extra)
2. Next day before 10am - on 95% of items it is £20
(on some large items it is a lot more than £20 because the courier really takes the biscuit!)
3. Saturday - on 95% of items it is £35
(on some large items it is a lot more, because the courier really takes the biscuit!)
4. Same Day - charged per mile - price on request
For customers outside the UK mainland.
1. Jersey & Guensey - up to 15kg - £21.60 , Over 15kg - £48
2. EU & other non-mainland UK - up to 20kg - £44, over 20kg - £120
3. Other countries - please contact us for a quote - we will charge you what it costs us for the shipping plus £5 if we need to fill in customs invoices for non-EU countries.
How long does delivery take ?
We dispatch orders on normal working days. i.e. Monday to Friday.
We do not dispatch orders on Saturday, Sunday or Public Holidays.
Our couriers will deliver on the working day after your order is dispatched. This is Monday to Friday 9am-5pm, unless you have decided to pay for Saturday delivery.
Our cutoff time is 1pm. If you order before 1pm on a day where we dispatch orders, we will send your order on that day.
If you order after 1pm or on a day where we do not dispatch orders, we will send your order on the next working day.
If your postcode is listed here you can expect delivery to take up to 3 working days, and we cant guarantee Saurday or 10am services in these regions.
Non UK deliveries usually take 2-4 working days, but please allow 7 working days.
When exactly will my order be delivered ?
Your order will be delivered the working day after it is dispatched. We will email you with a tracking code and a link to the couriers website. If you call the courier and give them your tracking code, they will be able to indicate whether your order will be delivered in the morning or afternoon, and sometimes even more accurately.
If you have paid for the 10am delivery service then you can expect delivery before 10am. If you have paid for the Saturday delivery service then you can expect delivery on Saturday morning.
What happens if I am not in when they try to deliver ?
The courier will leave a calling card with a phone number on. You should call them to arrange a re-delivery on a day when you are likely to be in. You can also collect your order from the local courier depot - usually no more than a 15 minute drive.
You can also leave a note stuck to your front door asking the courier to leave the package somewhere you regard as safe. If you do this and the package goes missing then any loss is between you and the courier. Having said that we are happy to make phone calls on your behalf.
What do I do if my order doesn't arrive ?
Firstly, double check the time and day when you placed your order to see if you really should be expecting it to arrive . I've lost count of the number of customers who order on Saturday and phone up on Monday to ask where it is.
Then, if your order should be on it's way, but you have not yet received an email with a tracking code (expect this email by 10am on the working day following the dispatch day), call us.
If you have a tracking code, you can track your parcel on the couriers website (there will be a direct link in the email we send to you). You can also phone the courier to get more information. We will happily help you with this, but it is more effective for the person at the delivery address to deal directly with the courier (can give directions etc.).
If you can't get any good news from the courier, please contact us, and we will sort it out.
IMPORTANT: You must contact us within 14 days of dispatch if you haven't received your order, otherwise, if it is lost, there is nothing we can do!
Which couriers does HammockHeaven use ?
We use Fedex for most UK deliveries. We use Royalmail for some small items (under 1kg), and to some areas of the UK. For international deliveries we mainly use Fedex and UPS, and may use Royalmail for some small items.
