Our Shipping Policy – The Raw Honey Shop
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Our Shipping Policy

Deliveries to You

Tracking details

When your item has been shipped from our warehouse, you will be sent a tracking number via email with which you can track your parcel’s progress. If you do not receive tracking information within five days of placing your order or have any problems using your tracking number, please let us know, and we can assist.

Delivery to business addresses and multiple occupation buildings

We are happy to deliver to business addresses and places of work. If you do specify a business address for delivery, please ensure there will be someone available during normal working hours (e.g. at reception) who can sign for delivery on your behalf as Royal Mail deliver to the address and not necessarily to the named person.

Please note that in a multiple occupation building, anyone in the building is allowed to sign the parcel to confirm its receipt. Royal Mail consider an item as delivered once a signature at the designated address is achieved. It is your responsibility to ensure the recipient is at the delivery address or to obtain the delivered parcel from the signatory.

Shipping problems due to incorrect address

Please review your address carefully before submitting your order. If your parcel is returned to us due to an incorrectly entered address, we will have to charge a minimum fee of £5 for each re-delivery attempt.  This is to cover the cost of handling and postage.

Parcels not picked up from the collection point or depot

If a delivery has been attempted but nobody was available to accept the parcel, some carriers (eg: Royal Mail) will hold the parcel at the local sorting office awaiting collection.  The carrier should leave a delivery attempt card with you.  The carrier will hold the parcel for a specified period of time before it is returned to us.  In cases where the parcel is returned to us due to non-collection, we will charge a minimum fee of £5 for each re-delivery attempt.  This to cover the cost of additional handling and postage.

What to do if your order is damaged while in transit

If you discover your jar has been damaged in transit (unfortunately, it does happen on rare occasions no matter how well we pack everything), please do be careful of any broken glass.  We would recommend handling the broken jar as little as possible and wearing gloves or taking other protective measures.

In this situation, you are entitled to a refund or replacement at no extra cost to you. Photographic proof of the damage must be sent to us before we are able to process your request, so if you are keen to get rid of a broken jar of honey (they can be quite a mess), please take a couple of photographs for us first.  Photos can be sent via email to info@therawhoneyshop.com, or if you do not have access to a camera or the internet, please call us for assistance.

 

Orders shipping to UK addresses

For deliveries to the UK we use Royal Mail for most orders or carrier services for overweight orders. Most shipments will require a signature on delivery.

Orders placed on a working day (weekdays, excluding bank holidays) before 1pm will normally be packed and handed to the shipping company same day. Orders placed after 1pm on a working day or during non-working days will normally be packed and handed to the shipping company the following working day.

In most cases, orders between 200g and 1.99kg of honey will cost £3, orders from 2kg to 2.99kg of honey will cost £5, and orders from 3kg of honey will have free shipping.

Depending on the weight of your order, we may need to split the order into multiple parcels.  You will receive tracking numbers for each of the parcels in your order.

If you happen to miss a delivery, please contact the carrier/Royal Mail via the missed delivery card put through your door at the time of the failed delivery. The card will provide directions on how to book a new delivery or arrange to collect your parcel at a local collection point.

If your parcel has not arrived to you within a reasonable time from when it was shipped, please use the tracking number provided to confirm the status of your parcel. See below for normal shipping times in the UK via different shipping methods.

If you are unable to determine the status of your parcel, please contact us directly via email at info@therawhoneyshop.com or phone on 01273 682 109.  We can find out in some cases what the issue may be and inform you of what will happen next.  Please be aware, though, that we are not able to contact local delivery offices or collection points on your behalf as they will not release details of your parcel to us due to Data Protection regulations.

Royal Mail services
Attempts will be made to deliver parcels Monday through Saturday
24-hour tracked with signature Royal Mail aims to attempt delivery by the next working day after receipt of parcel
48-hour tracked with signature Royal Mail aims to attempt delivery within two to three working days of receipt of parcel
If you are not in and have not provided any special instructions (eg: safe place), Royal Mail will attempt to deliver to a neighbour.  Only the recipient of a parcel can request this practice not be used.  If they have not delivered directly to the parcel’s named recipient, a calling card should be left with instructions.  Please follow the instructions on the card to further manage your delivery.
Other Carriers (UKMail, DPD, Yodel, etc …)
Attempts will be made to deliver parcels Monday through Friday
All services Carriers aim to attempt delivery within two working days after receipt of parcel.
If you are not in and have not provided any special instructions (eg: safe place location), carriers will normally return the parcel to their depot to await further instruction from the recipient.  If they have not delivered directly to the parcel’s named recipient, a calling card should be left with instructions.  Please follow the instructions on the card to further manage your delivery.

95% of Royal Mail Tracked 48 deliveries are delivered within 2 working days, and 95% of Royal Mail Tracked 24 deliveries are delivered within 1 working day, but a small percentage will take slightly longer. In extreme weather conditions please allow additional time for deliveries.

Royal Mail Tracked 24/48 Delivery takes 1 working day longer to the following locations:

Scottish Highlands: AB31, AB33-38, AB44-56. FK17-99, G83, IV1-28, IV30-39. KW1-14, PA21-33. PA35-40, PH18-26, PH30-42

 

Orders shipping to non-UK addresses

For deliveries outside the UK, we use carrier services (the exact service will depend on your country). Most shipments require a signature on delivery.

Due to additional paperwork needed for international shipping, orders with non-UK addresses will take slightly longer to process. Orders placed on a working day (weekdays, excluding bank holidays) before 1pm will normally be packed and handed to the shipping company within two working days. Orders placed after 1pm will normally be packed and handed to the shipping company within three working days.

The cost of shipping to non-UK countries depends on the particular country.  Please use the shipping estimator in the shopping cart to see how much your order will cost.

If your parcel is being shipped to a non-UK address, we are only able to offer refunds, and not replacements, for items damaged or lost in transit.

If you happen to miss an attempted delivery, please contact the carrier via the missed delivery card put through your door at the time of the failed delivery. The card will provide directions on how to manage your delivery.

If your parcel has not arrived to you within a reasonable time from when it was shipped, please use the tracking number provided to confirm the status of your parcel. Please be aware that international shipping times can vary depending on the destination country.

If you are unable to determine the status of your parcel, please contact us directly via email at info@therawhoneyshop.com or phone on +44 1273 682 109.  We can find out in some cases what the issue may be and inform you of what will happen next.  Please be aware, though, that we are not able to contact local delivery offices or collection points on your behalf as they will not release details of your parcel to us due to Data Protection regulations.

Import Duties and Taxes

If you order from us for delivery to an international destination, your order may be subject to import duties and taxes. These are applied when your order reaches the destination country. Please note that we have no control over these charges and the amount cannot be predicted.
You are responsible for payment of any such import duties and taxes. For further information, please contact your local customs office.
You must comply with all applicable laws and regulations of the country for which the order is destined. We will not be liable or responsible if any such law is broken.
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