Shipping Policy

SHIPPING POLICY

SIMPLE DELIVERY. CLEAR EXPECTATIONS.

We want ordering from HUSH to feel easy from the moment you check out to the moment your parcel arrives.

We work with carefully selected fulfilment partners to ship our products directly to you. This allows us to offer a broader range of sleep, recovery and lifestyle products while keeping unnecessary warehousing and handling to a minimum.

This policy explains how delivery works, what to expect and what happens if something goes wrong.

WHERE WE DELIVER

We currently deliver to:

United Kingdom

If international delivery is available for a particular product, this will be shown at checkout.

Delivery availability can vary by product because some HUSH items are fulfilled from different locations.

DELIVERY TIMES

Estimated delivery times are shown on the relevant product page and, where possible, at checkout.

For most UK orders, we aim for delivery within:

3–10 working days

Some products may arrive sooner, while others may take slightly longer depending on the fulfilment partner, product location, courier and destination.

Working days generally exclude weekends and UK public holidays.

Please note that delivery estimates are not guarantees unless we explicitly state otherwise.

DISPATCH TIMES

Most orders are passed to our fulfilment partners shortly after payment has been confirmed.

Orders are normally dispatched within:

1–3 working days

Some products may be dispatched more quickly.

During particularly busy periods, major promotions, public holidays or seasonal demand, dispatch may occasionally take a little longer.

MULTIPLE PRODUCTS MAY ARRIVE SEPARATELY

Some HUSH products are stocked and dispatched by different fulfilment partners.

This means that if you order more than one item:

your products may arrive in separate parcels;
they may be delivered on different days;
you may receive more than one tracking number; and
parcels may be sent by different courier companies.

You will not be charged additional delivery fees simply because your order is split into separate shipments.

TRACKING YOUR ORDER

Where tracking is available, we will send your tracking details once your order has been dispatched.

Please allow a short period after receiving your tracking number for the courier’s system to update.

If your tracking information has not updated for several working days, please contact us and we’ll investigate.

SHIPPING CHARGES

Shipping charges, where applicable, are shown clearly at checkout before payment is completed.

From time to time we may offer:

Free delivery
Promotional delivery rates
Free delivery above a minimum order value

Any applicable terms will be shown clearly on the website.

FREE DELIVERY OFFERS

Where free delivery is offered subject to a minimum spend, the qualifying amount is based on the value of eligible products after discounts have been applied unless stated otherwise.

If part of an order is later cancelled or returned and the remaining order would no longer have qualified for free delivery, this may affect the final refund where permitted by law.

DELIVERY ADDRESSES

Please make sure your delivery information is accurate before completing your order.

This includes:

full name;
house or flat number;
street address;
town or city;
postcode; and
any relevant delivery instructions.

HUSH cannot guarantee that an address can be changed once an order has entered fulfilment.

If you notice an error after placing an order, contact us as soon as possible.

We’ll do our best to help, but once the parcel has been processed or dispatched, changes may no longer be possible.

PO BOXES AND RESTRICTED ADDRESSES

Some fulfilment partners or couriers may be unable to deliver to:

PO Boxes;
BFPO addresses;
remote locations;
certain offshore addresses; or
other restricted destinations.

If we are unable to deliver your order to the address provided, we will contact you where possible.

REMOTE AND OFFSHORE LOCATIONS

Orders to certain remote or offshore UK locations may take longer than our standard delivery estimate.

This can include some areas of:

Scottish Highlands and Islands;
Northern Ireland;
Isle of Man;
Channel Islands; and
other remote postcodes.

Additional delivery charges may also apply in some cases.

If so, these will be shown at checkout or communicated before fulfilment.

COURIERS

We use a range of trusted courier and postal services through our fulfilment partners.

The courier used will depend on:

the product;
fulfilment location;
delivery destination;
parcel size and weight; and
service availability.

We are not always able to offer a choice of courier.

DELIVERY ATTEMPTS

If nobody is available when delivery is attempted, the courier may:

leave the parcel in a safe place;
leave it with a neighbour;
attempt delivery again;
take it to a local collection point; or
provide instructions for rearranging delivery.

Please follow the courier’s tracking information for the most up-to-date instructions.

SAFE-PLACE DELIVERIES

If you request that a parcel is left in a specific safe place, please make sure the location is genuinely secure.

Where a customer directly instructs a courier to leave a parcel in a particular place, responsibility may depend on the circumstances and the delivery instructions given.

If a parcel appears to be missing after being marked as delivered, contact us and we will investigate.

ORDERS MARKED AS DELIVERED BUT NOT RECEIVED

If your tracking shows that your parcel has been delivered but you cannot find it, please first check:

around your property;
any nominated safe place;
with neighbours;
communal areas;
reception or concierge desks; and
any courier delivery photograph or note.

If you still cannot locate it, contact HUSH as soon as possible.

We will investigate with the fulfilment partner and courier.

Please do not contact the supplier directly unless we specifically ask you to.

LOST PARCELS

If an order appears to have been lost in transit, we will investigate with the courier and fulfilment partner.

Where the parcel is confirmed as lost, we will arrange an appropriate resolution, which may include:

a replacement;
a refund; or
another suitable solution.

Please allow us reasonable time to complete the courier investigation.

DELAYED ORDERS

Occasionally, delivery delays can happen because of circumstances outside our immediate control.

These may include:

severe weather;
courier disruption;
transport delays;
industrial action;
peak seasonal demand;
public holidays;
customs delays;
incorrect address information; or
other unexpected logistical issues.

If your order is delayed beyond the expected delivery window, please contact us.

We’ll do our best to get an update and help resolve the issue.

INTERNATIONAL FULFILMENT

Some HUSH products may be fulfilled from outside the UK.

Where this applies, delivery times may be longer than standard UK delivery.

We aim to make this clear on the relevant product page wherever practical.

Where goods are imported, customs processing may occasionally create additional delays outside our control.

IMPORT DUTIES AND TAXES

For UK customers, we aim wherever possible to make pricing and delivery costs clear before checkout.

If a product is fulfilled internationally and additional import duties, taxes or customs charges could apply, we will aim to make this clear before purchase.

Customers will not normally be expected to pay unexpected charges that were not disclosed in advance.

ORDER CANCELLATIONS

If you wish to cancel your order, contact us as quickly as possible.

We’ll always try to stop the order before dispatch.

However, fulfilment can begin very quickly, so we cannot guarantee cancellation once an order has been processed.

If the order has already been dispatched, you may need to wait for delivery and then follow our Returns & Refunds Policy.

REFUSED DELIVERIES

Please do not refuse delivery unless we have specifically advised you to do so.

Because some products are fulfilled by different partners, refusing a parcel may result in it being returned to an unsuitable warehouse or international fulfilment centre.

This can significantly delay the return and refund process.

If you no longer want an order, contact us first so we can give you the correct instructions.

RETURNED-TO-SENDER PARCELS

A parcel may be returned to sender if:

the address is incomplete or incorrect;
the courier cannot access the property;
delivery attempts are unsuccessful;
the parcel is not collected from a collection point; or
delivery is refused.

If this happens, contact us and we’ll review the options available.

Where the return is caused by incorrect customer-supplied information or failure to collect the parcel, additional delivery or return costs may apply where permitted by law.

DAMAGED PARCELS

If your parcel arrives visibly damaged, please take photographs of:

the outer packaging;
shipping label;
internal packaging; and
damaged product.

This helps us resolve the issue more quickly with the courier or fulfilment partner.

WRONG ITEM RECEIVED

If you receive a product you did not order, please contact us.

Do not return it without first receiving instructions.

We’ll arrange the appropriate resolution and, where necessary, cover reasonable return costs.

PRE-ORDERS AND BACKORDERS

If we offer a product on pre-order or backorder, the expected dispatch timeframe will be stated on the product page.

If an order contains both in-stock and pre-order products, items may be dispatched separately.

STOCK AVAILABILITY

We do our best to keep stock information accurate.

Because stock levels can change quickly across multiple fulfilment locations, there may occasionally be rare situations where an item becomes unavailable after an order is placed.

If this happens, we may:

offer an alternative;
provide a revised delivery estimate; or
cancel and refund the unavailable item.

We will contact you if action is required.

DELIVERY RESPONSIBILITY

Although HUSH works with third-party fulfilment partners and couriers, your purchase is with HUSH.

We remain your point of contact for your order.

If there is a delivery issue, please contact us and we will deal with our partners behind the scenes.

You should not need to chase multiple suppliers or fulfilment companies yourself.

DELIVERY UNDER UK CONSUMER LAW

Where no specific delivery date has been agreed, UK consumer law generally requires goods to be delivered without undue delay and normally within 30 days of the contract being made.

If we are unable to deliver within the required timeframe, your rights may include cancellation and refund depending on the circumstances.

Nothing in this policy affects your statutory rights.

CHANGES TO DELIVERY ESTIMATES

Delivery estimates may occasionally change after an order has been placed.

If we become aware of a significant delay, we will make reasonable efforts to let you know.

If a delay becomes substantial, please contact us and we’ll explain the options available.

NEED HELP WITH YOUR ORDER?

WE’RE HERE.

If you have any questions about delivery, tracking or your order, contact:

Email: support@hushstore.co.uk

Please include your:

Order number
Full name
Delivery postcode

This helps us find your order quickly.

HUSH
Rest. Recover. Recharge.