Shipping policy
Tarnhound offers free standard UK shipping, with an estimated delivery time of 7 to 10 business days. This policy explains delivery times, order updates and what to do if something goes wrong.
UK Delivery
We offer free standard delivery to addresses within the United Kingdom, including England, Scotland, Wales and Northern Ireland.
- Delivery charge: Free
- Estimated delivery time: 7 to 10 business days
- Business days: Monday to Friday, excluding UK bank holidays
Please check that your delivery address and postcode are complete and correct before placing your order.
Processing and Delivery Times
Our estimated delivery timeframe includes the time needed to prepare, dispatch and deliver your order. Count the first business day after you place your order as day one.
Orders placed over a weekend or bank holiday begin their delivery timeframe on the next business day.
Delivery dates are estimates. If you need an item for a particular occasion or date, contact us before ordering so we can explain whether your timeframe can be met.
Order Confirmation and Updates
Your order confirmation will be sent to the email address provided at checkout. Please check the items, quantities and delivery details, and contact us promptly if anything needs correcting.
Any dispatch updates will also be sent to that email address. Where tracking is available, we will share the details so you can follow your parcel’s progress.
If you cannot find an order email, check your spam or junk folder. Contact us if you still need help locating your order information.
Changes to Your Delivery Address
If you notice an error in your delivery address, email support@tarnhound.com as soon as possible. Include your order number and the correct address.
We will check whether the details can be updated. Once an order has been dispatched, it may no longer be possible to redirect the parcel.
If an address issue prevents delivery, contact us so we can help establish the next steps.
Missed Deliveries and Returned Parcels
If the delivery company cannot complete delivery, it may provide instructions for another attempt or collection. Please follow those instructions and any collection deadline provided.
If your parcel is returned to the sender, contact us. We will check the reason for the return and discuss redelivery or cancellation, taking account of your circumstances and legal rights.
A missed delivery does not automatically remove your right to a refund.
Delayed Orders
If your order has not arrived within 10 business days, email us with your order number. You can also contact us sooner if tracking shows a problem.
We will check the delivery status and explain the available next steps. Severe weather, transport disruption and busy delivery periods can sometimes affect arrival times, but these circumstances do not remove your statutory rights.
If we miss an agreed delivery deadline, you can normally give us a further reasonable deadline. If that deadline is also missed, you can cancel the affected order and receive a refund without undue delay.
You may be entitled to cancel immediately if we refuse to deliver, or if delivery by the agreed deadline was essential under the circumstances or you told us this before ordering.
Parcels Marked as Delivered but Not Received
If tracking shows that your parcel has been delivered but you cannot find it:
- Check whether someone at your address accepted it.
- Check any delivery photograph or location information provided.
- Check any neighbour or safe place you authorised.
If you still cannot locate the parcel, contact us. We will investigate with the delivery company. You do not need to resolve the matter with the courier yourself.
For deliveries arranged by us, we remain responsible for the goods until you, or a person you nominate, takes physical possession of them.
Damaged, Incorrect or Missing Items
Please contact us if your order arrives damaged, contains the wrong item or has an item missing.
Include your order number and a brief explanation. Photographs of the item and packaging can help us understand the issue, where available.
We will review the problem and arrange an appropriate remedy in line with your consumer rights. Contacting us promptly helps us investigate, but this policy does not impose a short reporting deadline that removes your legal rights.
Cancelling an Order
If you wish to cancel, email us as soon as possible. We will check whether dispatch can be stopped.
If your order has already been dispatched, we may be unable to intercept it. This does not remove your statutory cancellation rights.
For standard goods bought online, you normally have until 14 days after delivery to tell us you wish to cancel. Contact us for return instructions.
Policy Updates
Any changes to this shipping policy apply to orders placed after the updated policy is published. Existing orders remain subject to the terms provided when you ordered, unless we agree otherwise with you.
Nothing in this policy limits your statutory consumer rights.
Contact Us
For delivery questions, address corrections or help with an order, email:
Please include your order number, if available, and a short description of what you need help with.