Shipping policy
Last updated: 29 August 2026
Thank you for visiting Heavenly Gifts Boutique. Every item is made with care and many of our products are personalised especially for you, so please take a moment to read our shipping and delivery information below.
Processing Times
All of our personalised items are handmade to order.
Please allow 2–5 working days for your order to be designed, created and prepared for dispatch.
Please remember that processing time and delivery time are separate. Processing time is the time required for us to create your order, and the estimated delivery time begins once your completed order has been dispatched.
During busy periods, such as Mother's Day, Father's Day and Christmas, processing times may occasionally be slightly longer. We will always do our best to keep you updated if we expect a significant delay.
UK Shipping
We offer delivery throughout the United Kingdom using trusted postal services.
Estimated delivery time after dispatch:
- Tracked Delivery: 1–3 working days
Please remember that delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control.
Where tracking is available, tracking information will be provided once your order has been dispatched.
International Shipping
We offer international shipping to selected destinations worldwide.
Estimated delivery time after dispatch:
Tracked Delivery: 5–14 working days.
Please note that international delivery times are estimates and may vary depending on the destination, local postal services and customs processing.
Occasionally, circumstances outside our control may cause delays. We recommend allowing additional time when ordering for a specific date or special occasion.
Duties, Taxes & Customs
International orders may be subject to customs procedures, import duties, taxes or other charges depending on the destination country.
Where duties or taxes are not collected at checkout, these may be payable by the recipient before or upon delivery.
Any applicable customs duties, import taxes or fees charged by the destination country are the responsibility of the customer unless otherwise stated at checkout.
Please be aware that customs processing may occasionally cause additional delivery delays that are outside our control.
Orders Required for a Specific Date
If your order is required for a birthday, anniversary, funeral, memorial service or another important occasion, we strongly recommend ordering as early as possible.
If you are unsure whether your order is likely to arrive in time, please contact us before placing your order and we will be happy to advise you.
Unless we have specifically agreed to a guaranteed delivery date, processing and delivery times should be treated as estimates.
Shipping Address
Please carefully check your shipping address before completing your order.
Customers are responsible for providing a complete and accurate delivery address at checkout.
If you notice an error after placing your order, please contact us as soon as possible. If your parcel has not yet been dispatched, we will do our best to amend the address.
Once an order has been dispatched, we may not be able to change the delivery address.
If an order is returned to us because an incorrect or incomplete address was supplied by the customer, additional postage charges may apply before the order can be sent again.
Tracking Your Order
Where a tracked delivery service is used, tracking information will be provided once it becomes available.
Please be aware that tracking can sometimes take a little time to update after your parcel has been dispatched.
Delayed Parcels
While we aim to dispatch and deliver all orders within the estimated timeframes, postal and courier delays can occasionally occur.
International orders can also experience delays during customs processing.
If your order has not arrived within a reasonable timeframe, please contact us and we will be happy to investigate.
Where appropriate, we may need to allow the postal or courier company's required waiting period before a parcel can officially be declared lost.
Lost Parcels
If your parcel is confirmed as lost during delivery, please contact us and we will work with you to provide an appropriate resolution.
Where necessary, we will raise the relevant investigation or claim with the postal or courier company on your behalf.
You will not be expected to resolve a genuine lost parcel claim directly with our courier.
Parcels Showing as Delivered
If your tracking information shows that your parcel has been delivered but you cannot locate it, please first check:
- Around your property and any designated safe places
- With other members of your household
- With neighbours where appropriate
- Any delivery photograph or information supplied by the courier
If you are still unable to locate your parcel after making these checks, please contact us as soon as possible so that we can investigate the delivery.
A parcel being marked as delivered by the courier does not automatically prevent us from investigating a genuine non-delivery claim.
Damaged Parcels
We take great care when creating and packaging your order.
If your item arrives damaged, please contact us as soon as possible and provide:
- Your order number
- Clear photographs of the damaged item
- Photographs of the outer and/or inner packaging where applicable
- A brief description of the problem
Please retain the damaged item and packaging until we have advised whether they are required for our investigation.
Your statutory rights regarding damaged or faulty goods are unaffected.
Multiple Items
If you order multiple products, they may occasionally be dispatched separately depending on the products ordered, their processing requirements and packaging.
This means you may receive more than one parcel for the same order.
Refused or Unclaimed Parcels
If a parcel is returned to us because delivery was refused or it was not collected from the postal or courier service, please contact us.
Where appropriate, an additional postage charge may be required before your order can be dispatched again.
Personalised products returned to us because they were refused or unclaimed do not automatically become eligible for a refund simply because the parcel has been returned.
This does not affect your statutory consumer rights.
Events Outside Our Control
Occasionally, delivery may be affected by circumstances outside our reasonable control, including severe weather, postal disruption, strikes, transport disruption, customs delays or other significant events.
Where this happens, we will make reasonable efforts to assist customers with affected orders.
Nothing within this policy affects your statutory consumer rights.
Contact Us
If you have any questions about your order, processing or delivery, please feel free to contact us — we're always happy to help.
Heavenly Gifts Boutique
Email: hello@heavenlygiftsboutique.co.uk
Please include your order number wherever possible so that we can assist you more quickly.
Thank you for choosing Heavenly Gifts Boutique and supporting our small business.