Shipping Policy

Last updated: 14 September 2026

Delivery is free on all orders from Ashby & Hale Harrogate, across the United Kingdom. Here you can read about delivery times and tracking, how to change or cancel an order, and what we do if a package is delayed, lost, or damaged. This policy applies alongside our returns and refunds policy. Please read both before placing your order.

1. Where we deliver

We only deliver to addresses in the United Kingdom and currently cannot ship to addresses in other countries. Standard delivery is free on all orders. There is no minimum purchase and no hidden fees.

2. Delivery times

We process orders within 1–3 working days (Monday to Friday, excluding public holidays). Orders placed on weekends or public holidays are processed from the next working day. Once the package has been dispatched, delivery takes approximately 3–5 working days. You can therefore expect 4–8 working days in total from the day you order. During sales and the busy season in November and December, processing may take up to 2 additional working days.

These times are estimates based on the courier’s usual delivery times and are not guaranteed delivery dates. Public holidays, bad weather, courier operational disruptions, and customs checks may extend delivery times. A delay within or shortly after the expected period is not grounds to cancel the order. In section 6 you can read what we do if a package is delayed or lost. If we do not deliver within the agreed time, you have your rights under the Consumer Rights Act 2015. You may give us a reasonable additional period, and if we still do not deliver within that, you may cancel the purchase and receive a refund.

3. Tracking your order

When your package is dispatched, we will send you a confirmation email with your tracking number. It may take 2–5 working days after dispatch before the first scan appears, and updates may be less frequent while the package is in transit between courier terminals. If your tracking has not been updated for 10 working days, please contact us. We will then investigate with the courier.

Items are shipped from the warehouse where they are stored. If your order contains multiple items, they may therefore arrive in several packages on different days, each with its own tracking number. If part of your order arrives later than the rest, it is not missing. Please wait until all tracking numbers show the packages as delivered before contacting us about a missing item.

4. Changing or cancelling your order

All orders are automatically forwarded to our warehouse and processed within minutes. Therefore, we can only stop or change an order within 5 minutes of placing it. After this, we cannot stop, change, or retrieve it. Please check items, sizes, colours, and delivery address carefully before confirming.

If you wish to cancel within the 5 minutes, please immediately send an email to support@ashbyandhaleharrogate.com with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we always confirm cancellations in writing. If your message arrives after the 5 minutes, we cannot stop the shipment. This also applies if you have changed your mind, found the item elsewhere, or are concerned about delivery time. You retain your 14-day cancellation right under the UK Consumer Contracts Regulations 2013, and we will send you our returns instructions.

The processing time in section 2 is the time the warehouse needs to pack your order. The order is not on hold during this period.

If you no longer want your order, you may use your cancellation right to return the item after delivery in accordance with our returns and refunds policy. You pay the return postage, and we will send you the return address by email when you notify us. If you refuse to accept the package or do not collect it, the order is not cancelled (see section 5).

5. Delivery address and failed or refused deliveries

Please ensure your delivery address is complete and correct, including floor, door number, and postcode. Also add a phone number for the courier. Check your order confirmation immediately. The address can only be changed within the 5 minutes mentioned in section 4.

Packages that cannot be delivered due to an incorrect or incomplete address, or that are not collected within the courier’s storage period, are returned to the courier’s sender terminal. This is neither a cancellation nor a return. Once the package is back at the warehouse, we can resend it for a fee or refund the order minus the courier’s costs for the failed delivery and return shipment.

Refusing to accept a package at the door does not cancel your order and is not a notification that you are cancelling the purchase. Refused packages are sent to the courier’s sender terminal and not to us, so we can only refund once the package has actually been returned. If you no longer want your order, please notify us by email, accept the package, and follow our returns and refunds policy.

6. Delayed, lost, or missing packages

Contact us with your order number if tracking shows no movement for 10 working days, or if your package is more than 7 working days late compared to the expected delivery time. We will then open an investigation with the courier, which can take up to 10 working days. If the courier confirms the package is lost, we will send you a free replacement item. You may also choose to receive a refund instead.

If tracking shows "delivered" but you have not received the package, please check with your household, neighbours, reception, or mailroom in your building, and check any agreed safe place. Also check the courier’s delivery proof. Notify us as soon as possible, preferably within 7 days of the delivery scan, so we can complain to the courier. We investigate all cases. If the courier can prove delivery to your address (GPS scan, photo, or signature), this will be considered when deciding whether to send a replacement. If you have selected Shipping Protection at checkout, section 9 applies.

7. Packages damaged during transit

If the outer packaging or item is damaged on delivery, please keep all packaging and email us as soon as possible, preferably within 3 working days of delivery. Attach photos of the outer box, shipping label, and damaged item. We request photos promptly because the courier’s own complaint deadline is equally short. Confirmed transport damage is usually resolved by sending you a free replacement item (see our returns and refunds policy, section 6). You always have your statutory rights under the Consumer Rights Act 2015 for 2 years.

8. VAT and customs

All prices are in GBP including VAT. You do not have to pay customs duties or fees on delivery.

9. Shipping Protection

Shipping Protection is an optional add-on service you can add to your order at checkout. It covers your package against loss or damage during transit as described at checkout. In such cases, we will send you a free replacement item.

The fee for Shipping Protection is non-refundable once your order has been dispatched, even if you later return the entire order or part of it. It is only refundable if the order is cancelled within the 5 minutes mentioned in section 4.

10. Customer service

Customer service is open Monday to Friday 9:00am–5:00pm (local time). Closed Saturdays, Sundays, and public holidays. We respond within one working day.
Email: support@ashbyandhaleharrogate.com

Questions?

Contact us at support@ashbyandhaleharrogate.com or via our contact page. Customer service: Monday–Friday 9:00am–5:00pm (closed Saturday and Sunday). We usually reply within 24 hours on weekdays.

Company: Black Nocturne LLC
Registration number: 2026-001958126 (Wyoming, USA)
Address: 30 N Gould St, Ste N, Sheridan, Wyoming, 82801, USA