Shipping policy
This Shipping Policy explains where we deliver, our delivery charges, expected dispatch and delivery times, and what happens if there is a problem with your delivery.
Our legal business details are set out in our Terms & Conditions.
1. Delivery Areas
We currently deliver to eligible addresses in:
- England
- Wales
- Selected mainland Scotland addresses
We currently do not deliver to:
- Northern Ireland
- Scottish Highlands
- Scottish Islands
- Other UK islands
- Channel Islands
- Isle of Man
- PO Box addresses
- British Forces Post Office (BFPO) addresses
- International addresses
Delivery availability is determined by the delivery postcode and address entered at checkout.
We may change the areas we serve in the future.
2. Order Processing and Dispatch
Orders are normally dispatched within 1–2 working days after the order is placed.
For the purposes of this policy, working days are Monday to Friday, excluding UK bank holidays.
We aim to process orders as quickly as possible and may process or dispatch an order on the same working day where operationally possible. However, same-day processing or dispatch is not guaranteed.
Orders placed during weekends or UK bank holidays will normally begin processing on the next working day, although we may process them sooner where possible.
Dispatch times may occasionally be longer during exceptionally busy periods or where circumstances outside our reasonable control affect fulfilment.
3. Delivery Service
We currently use:
Royal Mail Tracked 48
Tracking information will normally be provided once your order has been dispatched.
Royal Mail Tracked 48 normally aims to deliver within approximately 2–3 working days after dispatch.
This is a delivery estimate and not a guaranteed delivery date.
4. When to Expect Your Order
We keep order processing time and delivery time separate.
Order Processing
Your order will normally be prepared and dispatched within 1–2 working days.
We will always aim to dispatch sooner where possible.
After Dispatch
Once your order has been handed to Royal Mail, delivery using Royal Mail Tracked 48 is normally expected within approximately 2–3 working days.
You will normally receive tracking information when your order is dispatched so you can follow its progress.
Please note that delivery estimates begin after dispatch and are not guaranteed delivery dates.
Orders placed during weekends or UK bank holidays normally begin processing on the next working day.
5. Delivery Charges
Our standard delivery charge is:
£3.99 per order
Free Delivery
Standard delivery is free when the qualifying order value is £30 or more after discounts have been applied.
For example:
- Basket value after discounts: £29.50 — £3.99 delivery
- Basket value after discounts: £30.00 — Free delivery
- Basket value after discounts: £40.00 — Free delivery
Shipping charges do not count towards the £30 free-delivery threshold.
The applicable delivery charge will be shown before you complete your purchase.
6. Tracking Your Order
Where tracking is available, you will receive Royal Mail tracking information after your order has been dispatched.
Tracking may show information including:
- Delivery progress
- Attempted delivery
- Delivery confirmation
- Delivery photographs where available
- Safeplace information where applicable
- Available redelivery or collection options
Please allow time for Royal Mail tracking information to update after dispatch.
7. Delivery Delays
Delivery dates and timeframes shown on our website are estimates unless we expressly state otherwise.
Delivery may occasionally be affected by circumstances outside our reasonable control, including:
- Severe weather
- Royal Mail service disruption
- Transport disruption
- Unusually high parcel volumes
- UK bank holidays
- Other events affecting postal services
Where we become aware of a significant problem affecting your order, we will take reasonable steps to assist you.
Nothing in this section limits your statutory consumer rights.
8. Correct Delivery Address
You are responsible for checking that the delivery address provided with your order is complete and accurate.
Please carefully check details including:
- Recipient name
- House or flat number
- Street
- Postcode
- Any other information required for successful delivery
If you notice an address error after placing your order, contact us as soon as possible at:
We will try to correct the address where reasonably possible, but we cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
9. Incorrect or Incomplete Addresses
If a parcel cannot be delivered and is returned to us because the customer supplied an incorrect or incomplete delivery address, we may ask the customer to pay the actual cost of re-delivery before we send the order again.
We will normally confirm the correct delivery address before arranging re-dispatch.
You will not be charged additional postage where the address problem resulted from an error made by TheSafeHive.
10. Failed Delivery
If Royal Mail attempts delivery but cannot complete it, please follow the instructions provided through Royal Mail's tracking or delivery notification.
Depending on the circumstances, Royal Mail may provide options such as:
- Arranging another delivery
- Collection
- Delivery to a Safeplace
- Another available delivery option
You will not normally be charged another delivery fee simply because Royal Mail was unable to complete the first delivery attempt while the parcel remains within Royal Mail's delivery network.
11. Uncollected or Returned Parcels
If a parcel is returned to us because the customer did not complete a required collection or redelivery arrangement, we will review the circumstances.
Where the return resulted from the customer's failure to collect or rearrange delivery, we may ask the customer to pay the actual cost of re-delivery before the parcel is sent again, where legally permitted.
We will not charge the customer an additional delivery fee where the failed delivery or return resulted from an error by TheSafeHive or our delivery provider.
12. Lost Parcels
If your order has not arrived within the expected delivery period, first check your Royal Mail tracking information.
Where appropriate, you may also wish to check:
- Whether another member of your household accepted the parcel
- The delivery location shown in the tracking
- Any delivery photograph
- Any Safeplace recorded by Royal Mail
- Any attempted-delivery information
If you still cannot locate the parcel, contact:
Please provide your order number and details of the problem.
We will review the tracking information and, where necessary, investigate the delivery with Royal Mail.
We will not require you to pursue Royal Mail yourself for a parcel we arranged to send.
If a parcel is confirmed or reasonably considered lost following the appropriate investigation, we will arrange an appropriate:
- Replacement, subject to availability; or
- Refund
Your statutory rights are not affected.
13. Damaged Parcels or Products
If your parcel or any product arrives damaged, please contact us as soon as reasonably possible after delivery at:
Please provide:
- Your order number
- A description of the problem
- Where relevant, clear photographs of the product and packaging
Please retain the product and packaging while we assess the issue unless we tell you otherwise.
We will review the circumstances and arrange an appropriate replacement or refund, where applicable.
There is no short 24-hour or 48-hour reporting deadline that removes your statutory rights.
14. Wrong or Missing Items
If your order contains an incorrect item or an item is missing, please contact:
Include:
- Your order number
- Details of the incorrect or missing item
- Photographs where relevant
If we made an error when fulfilling your order, you will not be charged additional postage to correct it.
We will arrange an appropriate replacement or refund depending on the circumstances.
15. Orders Sent in More Than One Parcel
Occasionally, we may need to send products from the same order in separate parcels.
If we decide to split your order for operational reasons, you will not be charged additional delivery fees because of the split shipment.
You may receive separate tracking information for each parcel.
16. Out-of-Stock Products
We do not currently offer pre-orders or backorders.
Products should only be available to order where stock is available.
If an inventory error occurs and we are unable to fulfil an item after you place an order, we will contact you and arrange an appropriate refund for the unavailable item.
17. Changes to Delivery Services
We may change our delivery provider, delivery service, charges, free-delivery threshold or delivery areas from time to time.
Any delivery charge and delivery option applicable to your purchase will be shown to you before you complete your order.
Changes will not retrospectively increase the delivery charge for an order that has already been accepted.
18. Returns and Refunds
This Shipping Policy should be read together with our Returns, Refunds & Product Integrity Policy, which explains cancellation rights, returns, refunds, faulty goods and related matters.
Nothing in this Shipping Policy excludes or restricts any rights you have under applicable UK consumer law.
19. Contact Us
For questions about an order, delivery, lost parcel, damaged shipment or delivery problem, contact:
Please include your order number wherever possible so that we can locate your order promptly.