Shipping Policy

Order Processing

Once your order has been confirmed, please allow 1–2 business days for it to be processed before dispatch. This applies to all orders, regardless of the delivery option selected at checkout.

Orders are processed and shipped Monday to Friday, excluding weekends and public holidays. We do not offer same-day dispatch and cannot guarantee Saturday delivery.

For example, if you place an order on Monday, it will usually be dispatched on Tuesday or Wednesday. Once your order has been shipped, you will receive a confirmation email containing your tracking link. Tracking updates may take up to 48 hours to appear after dispatch.

Please note that HeavyStones is not responsible for delays caused by delivery couriers.

Estimated Delivery Times

Delivery timeframes are estimates only. Your order may arrive earlier or later than expected due to courier delays, customs checks, or other circumstances outside our control.

If your order has not arrived after the estimated delivery period, please contact us with your order number so we can investigate it for you.

Shipping Address Information

Please make sure your shipping and billing details are accurate before placing your order. Incorrect, incomplete, or unverified address information may delay processing by an additional 1–2 business days.

Some deliveries may require a signature, while others may be left at the mailbox, front door, or another suitable location. The courier will decide whether it is safe to leave the parcel unattended.

If the courier decides the parcel cannot be safely delivered, it may be taken to a local depot or post office, or a new delivery attempt may be arranged.

We recommend using an address where someone will be available to receive the parcel, such as a work address or another trusted location.

Changing or Cancelling an Order

Customers are responsible for entering the correct shipping address at checkout. Because we aim to process orders as efficiently as possible, there is only a short period in which we may be able to cancel an order or update the delivery address.

If you need to change your address, please email us at help@heavystones.co.uk as soon as possible after placing your order.

We will always try to help, but we cannot guarantee that changes can be made once the order is being processed or has already been dispatched.

If the parcel is returned to our warehouse, we can either resend it to the correct address or issue a refund.

Taxes, Duties & Customs Fees

International customers are responsible for paying any customs duties, taxes, import charges, or other fees required by their local authorities.

These charges are paid directly to the courier, customs office, or government authority and are not collected by HeavyStones. As a result, they cannot be refunded by us.

International parcels are shipped on a DDU basis, meaning duties and taxes are not included in the product price or shipping cost shown at checkout.

We recommend contacting your local customs office or tax advisor before ordering if you are unsure about possible import charges.

Returns

By placing an order with HeavyStones, you agree that you are responsible for the cost of returning any items back to us.

Please refer to our Returns Policy for full details on how to return an order.

Delivery Areas

We currently deliver only to Zone A and Zone B locations.

Orders placed for Zone C or Zone D areas, including the Isle of Wight and Isles of Scilly, will be cancelled and refunded.

Fulfilment Zones