Shipping & Delivery Policy

At Hexecare, we aim to provide a reliable and straightforward delivery service. Please make sure that your delivery address and contact details are complete and accurate before placing your order.

Where We Deliver

We currently deliver to addresses within the United Kingdom.

We are unable to deliver to BFPO addresses at this time.

Delivery Options

The following delivery options are available at checkout:

Standard Delivery 6-9 Days Free
Priority Delivery 3-7 Days £4.99

Delivery times are estimates and begin once your order has been dispatched.

Order Processing

Orders are normally processed within 0–1 working day after they are placed.

During particularly busy periods, processing may take slightly longer. We will contact you if there is a significant delay affecting your order.

Delivery Partners

Orders may be delivered by Royal Mail, DHL, Evri or another suitable delivery partner, depending on the destination, parcel size and available delivery service.

Tracking Your Order

Once your order has been dispatched, we will send you a dispatch confirmation email containing your tracking information, where tracking is available.

Please allow a short period for the tracking information to become active after receiving your dispatch email.

You can also use the Track Order page on our website to check the latest available delivery information.

If you have not received a dispatch email, please check your junk or spam folder before contacting us.

Incorrect or Incomplete Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address.

Please contact us as soon as possible if you notice an error in your delivery details. We will try to update the address before the order is dispatched, but we cannot guarantee that changes will be possible once processing has begun.

We are not responsible for delays caused by incorrect or incomplete address information supplied during checkout.

If an order is returned to us because the address was incorrect, incomplete or undeliverable, we will contact you to discuss the available options.

Changing or Cancelling an Order

To request a change or cancellation, please contact us within 24 hours of placing your order and provide:

  • Your order number

  • Your full name

  • The email address used to place the order

  • Details of the requested change or cancellation

We will make reasonable efforts to process your request. However, once an order has entered fulfilment or has been dispatched, we may be unable to stop the shipment.

If we cannot cancel the order before dispatch, you may follow the procedure set out in our Returns and Refunds Policy after receiving it.

Your statutory consumer rights are not affected.

Delayed Orders

Occasionally, delivery may take longer than estimated because of circumstances such as:

  • Courier network disruption

  • Severe weather

  • UK bank holidays

  • High seasonal demand

  • Address or access problems

  • Other circumstances outside our reasonable control

If your order has not arrived by the end of the estimated delivery period, please check the tracking information first and then contact us.

We will remain your main point of contact and will investigate the delivery with the relevant courier where necessary.

Missing or Lost Parcels

If the tracking information shows that your parcel has been delivered but you cannot locate it, please:

  1. Check around the delivery address and any designated safe place.

  2. Ask other members of your household or neighbours whether they accepted it.

  3. Review any delivery photograph or notification provided by the courier.

  4. Contact us if the parcel still cannot be located.

Please report a potentially missing parcel as soon as reasonably possible. We will investigate the matter with the delivery partner and advise you of the next steps.

Depending on the outcome of the investigation, an appropriate resolution may include a replacement or refund.

Incomplete Orders

Some orders may be sent in more than one parcel. If this happens, the parcels may arrive separately and may have different tracking numbers.

If you have received all expected parcels but an item is still missing, please contact us and include:

  • Your order number

  • The name of the missing item

  • Photographs of the parcel and the items received

  • Photographs of the shipping label and packaging

We will review your request and normally respond within 12 hours during our customer service opening hours.

Depending on the circumstances, the resolution may include a replacement, reshipment or refund for the missing item.

Damaged Parcels or Items

If your order arrives damaged, please contact us as soon as possible.

To help us resolve the issue, please provide:

  • Your order number

  • A description of the damage

  • Clear photographs of the item

  • Photographs of the outer packaging

  • A photograph of the shipping label

Please keep the damaged item and all original packaging until we have reviewed your request.

Contact Us

For questions about shipping, tracking or delivery, please contact our customer service team.

Email: service@hexecare.com
Telephone: +44 1865 58 9830
Address: 204 Highfield Road, Keighley, BD21 2RN, United Kingdom

Customer Service Opening Hours

Monday–Saturday: 9:00 am–10:00 pm
Sunday: 10:00 am–5:00 pm

All opening hours are shown in UK time.

We aim to respond to customer enquiries as quickly as possible during our stated opening hours.