Shipping policy
Shipping and delivery
Orders are shipped from the United Kingdom.
Dispatch
Orders placed before 3pm UK time are dispatched the same working day. Orders placed later are dispatched the next working day. Weekends and UK public holidays are not working days. During unusually busy periods, dispatch can take longer.
UK delivery
Free Standard Delivery is free on every UK order with no minimum spend, and usually arrives 2 to 3 delivery days after dispatch. This is Royal Mail Tracked 48.
Express Tracked Delivery is £4.99 and usually arrives 1 to 2 delivery days after dispatch. This is Royal Mail Tracked 24. Both options are shown with their prices at checkout.
Both services are tracked and both deliver on Saturdays. A delivery day is any day your courier delivers, so Saturday counts towards the estimate above. Sundays and UK public holidays do not.
We dispatch on working days and your courier delivers on Saturdays, so the two halves count differently on purpose. An order dispatched on a Thursday usually arrives on Saturday or Monday, because Friday and Saturday both count and Sunday does not.
Northern Ireland is charged and treated exactly like the rest of the United Kingdom. There is no customs paperwork, surcharge or separate island rate.
The delivery estimates in this policy and at checkout are a guide and are not guaranteed.
International delivery
International delivery availability is confirmed on the storefront and at checkout. Outside the United Kingdom your order is handled through Shopify Managed Markets, which means duties and import taxes are calculated and collected at checkout. What you pay at checkout is what you pay: there is nothing further to settle before your parcel is released, and no bill from the courier at the door.
Delivery outside the UK is quoted by the carrier at checkout, with the price and the transit time shown against each option before you pay. Customs checks and carrier delays can extend the estimate.
Free delivery
Free standard delivery applies to United Kingdom orders. Outside the UK, delivery is charged at the carrier rate quoted at checkout. Product prices also vary by market to reflect local fulfilment and international delivery costs. The full product price, the delivery charge and any duties or taxes are all shown before payment.
Delivery address and delays
Please check your delivery address before placing your order. Contact help@hourseven.com as soon as possible if it needs correcting. We cannot promise that an address can be changed after an order enters fulfilment.
Delivery estimates are not guaranteed. Delays can happen because of carrier disruption, customs checks, public holidays, severe weather, high order volumes or other circumstances outside our reasonable control.
If an order has not arrived within the estimated delivery window, contact help@hourseven.com with your order number and tracking details so we can investigate.
Porch Theft Protection
For £1.99 per order, you can add optional protection for theft after confirmed delivery to your nominated safe place, with priority support and one replacement after our initial checks while Hour Seven continues the courier case.
This protection is optional. It is not insurance and does not replace or reduce your statutory rights. Courier loss, damage and misdelivery are handled whether or not you purchased this protection. If goods are lost or damaged before you or a person you nominated takes physical possession of them, contact us so we can resolve it.
What the protection adds
- Priority support when tracking confirms delivery to your nominated safe place but the parcel appears to have been stolen.
- One replacement shipment at no extra charge after our initial checks confirm an eligible claim, while the courier investigation continues.
- If the same items are unavailable, a refund of the protected physical goods instead of a replacement.
Eligibility
The protection must be added to the same order before dispatch. The order must use a trackable delivery service, the delivery address entered at checkout must be complete and accurate, and the parcel must have been delivered to a safe place you authorised.
A claim can start 24 hours after the carrier delivery scan and must be reported within 5 calendar days of that scan. Before claiming, check the nominated safe place, your household and your immediate neighbours.
Initial checks
Before approving a replacement, we review the courier's available delivery evidence, which may include the delivery photograph, GPS location, scan, safe-place record and tracking events. We also check the order details and relevant claim history linked to the customer, delivery address, email address and payment details.
We require a signed declaration confirming that the parcel has not been received after those checks. We may ask for the order number, tracking details, confirmation of the delivery address and safe place, a short account of what happened and reasonable supporting evidence.
After our initial checks confirm eligibility, we will send one replacement while the courier investigation continues. Repeated, inconsistent or higher-risk claims may need to wait for the courier review before we decide the claim. We may refuse claims that are unsupported, abusive or fraudulent.
Claim limit and one replacement only
Protection provides a maximum of one successful claim per customer and delivery address in any rolling 12-month period, and a maximum of one replacement shipment per protected order. This limit applies across orders connected by customer details, delivery address, email address or payment details.
If the original parcel later appears, tell us so we can close the courier case. You may keep the original parcel and do not need to return a consumable product. The successful claim still counts towards the 12-month limit. The replacement remains the final resolution, so the same order is not eligible for another replacement or refund under this protection.
What is not covered
- Incorrect or incomplete addresses, customer-requested redirection, refusal, non-collection or an unauthorised chargeback.
- Delivery delays where the parcel is still moving through the carrier network.
- Customs delays, duties, taxes, import restrictions or seizure by an authority.
- Returns, gift cards, digital products, the £1.99 protection fee or indirect losses.
- Duplicate, fraudulent, abusive, inconsistent or unsupported claims.
Damage, faults and goods lost or misdelivered before physical delivery are handled under your statutory rights and our Return and Refund Policy. You do not need to buy this protection to ask us to resolve those issues.
How to make a claim
Email help@hourseven.com with the subject Porch Theft Protection Claim. Include your order number, tracking details, delivery address, nominated safe place, a short explanation and any relevant evidence. We aim to acknowledge a complete claim within 1 working day.
After our initial checks confirm an eligible claim, the outcome is one replacement shipment for the protected order while the courier investigation continues, or a refund of the protected physical goods when replacement is unavailable. The outcome does not include duties, taxes, gift cards, digital items or consequential loss.
Cancelling the protection
If the whole order is cancelled before dispatch, the £1.99 fee is refunded with the order. Once the order has been dispatched and the service is active, the fee is non-refundable unless required by law.
Your rights
Nothing in this policy limits rights provided by the Consumer Rights Act 2015 or other applicable consumer law. Protection terms, delivery services and delivery estimates can be updated from time to time, but the terms shown when you place the order apply to that purchase.
