Versand
We aim to make the delivery of your HANNELIS order as straightforward and reliable as possible. This Shipping Policy explains how orders are processed, dispatched and delivered.
1. Order Processing
Orders are normally processed after payment has been successfully received.
We aim to prepare and dispatch orders as quickly as possible. Processing times may vary depending on product availability, order volume, weekends, public holidays and other circumstances.
If there is an unexpected delay in processing your order, we will make reasonable efforts to keep you informed.
2. Delivery Destinations
We deliver to addresses available for selection during checkout.
Available delivery destinations and shipping options may vary depending on the product and delivery address.
If we are unable to deliver to a particular address, you will be informed where reasonably possible.
3. Delivery Times
Estimated delivery times are displayed at checkout or communicated with your order where applicable.
Delivery estimates are provided as guidance and are not guaranteed unless a specific guaranteed delivery service has been expressly agreed.
Actual delivery times may be affected by:
- Courier delays;
- Severe weather;
- Public holidays;
- High demand;
- Incorrect or incomplete delivery information;
- Customs or border procedures;
- Transportation disruptions; or
- Other circumstances outside our reasonable control.
4. Shipping Charges
Applicable delivery charges will be displayed during checkout before you complete your purchase.
Shipping costs may vary depending on factors such as:
- Delivery destination;
- Order size or weight;
- Delivery method selected; and
- Any applicable promotional offer.
If free delivery is available for qualifying orders, the relevant conditions will be displayed on the website or during checkout.
5. Order Confirmation and Tracking
After placing an order, you may receive an order confirmation by email.
Where tracking is available, tracking information may be provided once your order has been dispatched.
Tracking information is supplied by the relevant delivery provider and may take some time to become active after dispatch.
6. Delivery Address
You are responsible for ensuring that the delivery address and contact information provided during checkout are accurate and complete.
If you provide an incorrect or incomplete address and your order cannot be delivered as a result, additional delivery charges may apply where a re-delivery or replacement shipment is required.
Please contact us as soon as possible if you realise that your delivery information is incorrect.
Once an order has been dispatched, we may not always be able to change the delivery address.
7. Missed Deliveries
If you are unavailable when delivery is attempted, the courier may leave the parcel in a safe place, with another person, at a collection point, or make another delivery attempt, depending on the delivery provider's procedures.
Please follow any instructions provided by the courier to arrange collection or redelivery.
We are not responsible for delays caused by a customer being unavailable to receive a delivery where the courier has followed its normal delivery procedures.
8. Delayed Deliveries
Although we aim to meet the estimated delivery times provided, delays can occasionally occur.
If your order has not arrived within the expected timeframe, please contact us at:
We will make reasonable efforts to investigate the delay with the relevant delivery provider.
Where your statutory rights apply, nothing in this policy limits those rights.
9. Lost Parcels
If tracking indicates that your parcel has been delivered but you have not received it, please contact us as soon as possible.
We may ask you to check with household members, neighbours, building reception areas or any designated safe location before we investigate the matter with the delivery provider.
If an order is confirmed as lost in transit, we will work with the delivery provider to determine the appropriate resolution in accordance with applicable law and your consumer rights.
10. Damaged Parcels
Please inspect your parcel when it arrives.
If the outer packaging appears significantly damaged or the products inside have been damaged during delivery, please contact us at admin@hannelis.com as soon as reasonably possible.
Photographs of the packaging and damaged product may help us investigate the issue more efficiently.
Depending on the circumstances, we may offer a replacement, refund or another appropriate remedy.
11. Incorrect or Missing Items
If you receive an incorrect product or an item is missing from your order, please contact us at admin@hannelis.com.
Please provide your order number and details of the issue so that we can investigate and arrange an appropriate solution.
12. Customs and International Orders
For deliveries outside the United Kingdom, additional customs procedures, taxes, duties or other charges may apply depending on the destination country.
Unless expressly stated otherwise at checkout, any applicable import duties, customs charges or local taxes imposed by the destination country may be the responsibility of the customer.
International deliveries may also take longer due to customs processing.
Customers are responsible for ensuring that products ordered can legally be imported into their destination country.
13. Multiple Items in One Order
If your order contains multiple products, we may send the products together or in separate packages depending on availability, warehouse processing and delivery arrangements.
You will not normally be charged additional delivery fees solely because we split an order into multiple shipments, unless the additional charge was clearly communicated and agreed at checkout.
14. Pre-Order and Out-of-Stock Products
Where a product is available for pre-order or has a delayed availability date, the expected dispatch timeframe will be communicated on the product page or during checkout where possible.
If an order contains both immediately available products and pre-order products, we may dispatch items separately depending on our fulfilment arrangements.
15. Delivery Restrictions
Certain products may be subject to delivery restrictions based on their size, weight, destination or other applicable requirements.
If a delivery restriction affects your order, we will contact you where reasonably possible and may offer an alternative delivery arrangement or refund the affected order where appropriate.
16. Delivery and Risk
We remain responsible for the goods until they are delivered to you or to a person identified by you to receive them, except where applicable law provides otherwise.
You should provide a secure and accurate delivery address and follow any delivery instructions provided by the courier.
17. Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes to our delivery arrangements, carriers, services or applicable legal requirements.
The latest version will always be published on this page, with the date shown at the top.
18. Contact Us
For questions about shipping, delivery, tracking or an existing order, please contact:
Email: admin@hannelis.com
Business Address:
1759 London Road
Leigh-on-Sea
SS9 2RZ
United Kingdom
Please include your order number when contacting us about an existing order so that we can assist you as efficiently as possible.