Shipping & Delivery
We know how lovely it is when you’re waiting for a Herbs on the Hill parcel to arrive, so we always aim to get your order made, packed and on its way as quickly as we can.
Because our products are handmade in small batches, there are two separate parts to delivery:
1. The time it takes Herbs on the Hill to prepare and dispatch your order
2. The time it then takes the delivery service to bring it to you
This is particularly important with services such as Royal Mail Tracked 48. The “48” refers to Royal Mail’s delivery service once your parcel enters their network — it does not mean 48 hours from the moment you place your order with us.
UK Orders
We normally aim to dispatch UK orders within 2 working days.
We don’t normally dispatch on weekends or UK bank holidays, so orders placed during these times will begin processing on the next working day.
Handmade especially for you
Herbs on the Hill products are genuinely handmade in small batches.
Monday is one of our main making days, when we prepare fresh batches of many of our products for the week ahead.
Occasionally something in your order may need to be freshly made before we can send it. If that happens, dispatch may take a little longer than usual. We would much rather send you a beautifully fresh product than rush something simply to get a parcel out of the door.
If there is ever an unusual or significant delay with your order, we will do our best to let you know.
Royal Mail Tracked 48 — what does “48” mean?
Our standard UK delivery service is Royal Mail Tracked 48.
The name can understandably be a little confusing, so it is worth explaining:
Royal Mail Tracked 48 does not mean that your order will arrive within 48 hours of placing it with Herbs on the Hill.
The journey is:
You place your order → we make, prepare and pack it → we hand it to Royal Mail → Royal Mail’s delivery timeframe begins.
Royal Mail currently aims to deliver Tracked 48 parcels within 2–3 working days, although this is a delivery aim rather than a guaranteed service and some postcodes or circumstances can take longer.
Why do we use Royal Mail?
Over the years we have tried a number of different delivery companies.
For Herbs on the Hill, Royal Mail has consistently been the best delivery service we have found for our customers and for the type of parcels we send.
Like any delivery network, things can occasionally go wrong, but our experience over many years is that Royal Mail remains the best fit for us.
What does the postage charge cover?
We know postage can feel like quite a significant addition, particularly when you are buying one of our smaller, lower-priced products.
We do not make a profit from postage.
The amount you pay covers the cost of the delivery service and contributes towards the packaging materials needed to get your products to you safely.
We keep our shipping charges as close to our genuine costs as we reasonably can.
Tracking your parcel
When your order has been dispatched, we will send you a dispatch confirmation email containing your Royal Mail tracking information.
Simply click the tracking link in your email to follow your parcel through the Royal Mail network.
Royal Mail Tracked 48 is tracked to the delivery point and includes photo-on-delivery as part of the service. Royal Mail also offers delivery options such as Safeplace and delivery to a preferred neighbour.
If you haven’t yet received a dispatch confirmation or tracking information, your parcel may still be being prepared and may not yet have entered the Royal Mail network.
Tracking says “Delivered” but I can’t find my parcel
Please don’t panic. Occasionally a parcel may have been left somewhere safe or with someone nearby.
First, check the Royal Mail tracking information and delivery photograph.
It is also worth checking:
- your nominated Safeplace;
- your porch, shed or another secure area around your property;
- with other members of your household;
- with immediate neighbours.
If you still can’t find your parcel, please WhatsApp us and we’ll help you sort it out.
You bought the order from us, so we don’t expect you to spend your time trying to untangle a delivery problem alone.
Missed deliveries
If Royal Mail cannot deliver your parcel, they will normally make another delivery attempt on the next working day.
You can also use Royal Mail’s tracking service to see your options for redelivery or collection.
Royal Mail currently holds undelivered items for 18 calendar days before returning them to the sender, so please keep an eye on your tracking if a delivery has been missed.
If you’re unsure what is happening, just WhatsApp us and we’ll help.
My parcel seems to be late
Occasionally parcels can be delayed by things such as bank holidays, severe weather, unusually high parcel volumes or disruption within the postal network.
But please don’t feel that you have to chase Royal Mail yourself.
If your tracking hasn’t moved for an unusual length of time, your parcel appears to be stuck, or something simply doesn’t look right, contact us and we’ll help investigate it.
You ordered from Herbs on the Hill. We’ll help you get it sorted.
Weekends & Bank Holidays
Our dispatch times are based on working days.
We do not normally fulfil orders on weekends or UK bank holidays.
For example, an order placed during a bank holiday weekend will normally begin processing on the next working day.
Please remember that our preparation and dispatch time is separate from Royal Mail’s delivery time.
EU & International Orders
We ship to selected countries outside the UK.
Delivery services, prices and estimated delivery times vary according to destination and will be shown where available during checkout.
Once your order has been dispatched, we will send tracking information where tracking is available.
If your country is not currently available at checkout and you would like to order from Herbs on the Hill, please WhatsApp us and we’ll be happy to check what may be possible.
Need to change your order?
Made a mistake with your address or ordered the wrong thing?
Please contact us on WhatsApp as soon as you can.
If your order has not yet been packed or dispatched, we will always do our best to help.
Once a parcel has entered the delivery network, it may no longer be possible for us to change or cancel it.
Need help with an order?
If you’re worried about your parcel, please get in touch.
We would much rather you contacted us than sat wondering what had happened to your order.
WhatsApp Customer Care
+44 7454 726589
WhatsApp messages only.
We are unable to receive customer-care telephone calls or SMS/text messages on this number.
If possible, please include your order number when you message us so we can find your order quickly.
You bought it from us. We’ll help you sort it. 🌿