SHIPPING policy

Last updated: 11/12/2025

At Holly & Moss, we aim to get your order packed and on its way as quickly as possible. This Shipping Policy explains how and when your order will be dispatched, the delivery options available, and what to expect once your parcel is on its way.

1. Order Processing Time

We hand-package all orders ourselves.
Please allow 1–3 working days for your order to be prepared and dispatched.

Processing time may be slightly longer during:

• Sales
• Product launches
• Busy seasonal periods

We will always do our best to dispatch as quickly as possible.

2. Delivery Methods

We use a selection of trusted UK couriers, including:

• Royal Mail
• Evri (Hermes)
• Other couriers where appropriate

We choose the courier based on:

• Speed
• Reliability
• Parcel size and weight
• The most cost-effective option for your order

This keeps shipping prices fair for our customers.

3. Delivery Times

Once dispatched, typical delivery times are:

• Royal Mail 2nd Class: 2–4 working days
• Royal Mail 1st Class: 1–2 working days
• Evri Standard: 2–4 working days
• Next-day services (if offered): 1 working day

Delivery times are estimates provided by the courier and are not guaranteed.

4. Delivery Costs

Shipping costs are calculated at checkout and are based on:

• Parcel size
• Parcel weight
• Destination
• Courier method selected

We aim to offer fair, competitive rates by choosing the most suitable courier for each order.

Free shipping thresholds (if offered) will be displayed on our website.

5. Tracking

Depending on the service used, your order may include tracking.
If tracking is available, you will receive a link in your dispatch confirmation email.

Not all Royal Mail economy services include tracking.

6. Failed Deliveries / Incorrect Addresses

Please ensure your delivery address is entered correctly at checkout.

If a parcel is returned to us due to an incomplete or incorrect address, you may need to pay additional postage for redelivery.

If a courier reports a failed delivery attempt, it is your responsibility to rearrange delivery or collection.

7. Lost or Delayed Parcels

If your parcel has not arrived within the expected timeframe:

1. Check the courier tracking (if applicable)
2. Check with neighbours or safe places
3. Contact us after allowing:
   
   • 10 working days for Royal Mail
   • 7 working days for Evri

We will assist you in locating the parcel or arranging a replacement or refund where appropriate.

8. International Shipping

We currently ship within the UK only.
International shipping may be added in future.

9. Contact Us

If you have any questions about shipping or delivery, please contact us at:

hello@hollyandmoss.co.uk

We’re always happy to help.