Track Your Order

Stay updated on your order status and delivery progress with HILLARCH TRADING LIMITED.

Once your order has been dispatched, we will normally send you a dispatch confirmation email containing tracking information so you can follow your parcel through to delivery.

1. How to Track Your Order

Step 1 — Check Your Dispatch Confirmation Email

Once your order has been dispatched, you should receive an email containing information such as:

• Your tracking number

• Courier name

• Tracking link

• Estimated delivery information, where available

Please check your email inbox carefully.

If you cannot find the dispatch email, we also recommend checking your:

• Spam folder

• Junk folder

• Promotions folder

Make sure you check the email address used when placing your order.

Step 2 — Open the Tracking Link

Use the tracking link provided in your dispatch confirmation email to view the latest information directly from the courier.

Where available, you may also enter your tracking number manually on the relevant courier’s tracking website.

If our website provides an order-tracking facility, you may also be able to enter your tracking information there.

Step 3 — Monitor Your Delivery

Once tracking becomes active, you may be able to see information including:

• Parcel collected by courier

• Parcel received at courier depot

• Parcel in transit

• Parcel out for delivery

• Estimated delivery date

• Delivery attempt

• Delivered status

The exact tracking information available will depend on the courier handling your order.

2. When Does Tracking Become Active?

Tracking information may not appear immediately after you receive your dispatch email.

The courier may need time to:

• Collect the parcel

• Scan the shipping label

• Process the parcel at its delivery network

Tracking will normally begin updating after the first courier scan.

In some cases, this may take several hours and occasionally up to 24 hours after dispatch.

3. Order Processing & Dispatch Times

Orders are normally processed within 1 working day, subject to successful payment, stock availability and any required security checks.

Orders Placed Before 2:00 PM

Orders placed before 2:00 PM Monday to Friday are usually processed for dispatch on the same working day.

Orders Placed After 2:00 PM

Orders placed after the daily cut-off time will normally be processed on the next working day.

Weekend Orders

Orders placed on:

• Saturday

• Sunday

will normally be processed on the next working day.

Public Holidays

Orders placed on UK public holidays will normally be processed on the next available working day.

Same-day dispatch is our usual target for qualifying orders but is not guaranteed.

4. Couriers We Use

We work with established UK delivery providers.

Depending on your order and delivery location, your parcel may be sent using:

• DPD

• Royal Mail

• Other approved UK courier providers

The courier selected may depend on:

• Product value

• Parcel size

• Delivery postcode

• Delivery service

• Courier availability

• Security requirements

5. Tracking High-Value Orders

Mobile phones and electronic devices may be shipped using tracked or secure delivery services.

Depending on the order, delivery may require:

• Signature confirmation

• Proof of delivery

• Delivery photograph

• PIN or verification code

• Other courier security checks

Please review any instructions sent by the courier before your scheduled delivery.

6. Frequently Asked Questions

I Have Not Received My Tracking Email

Please first check your:

• Inbox

• Spam folder

• Junk folder

• Promotions folder

You should also confirm that you are checking the same email address used when placing your order.

If you still cannot locate your tracking information, please contact us with your order number.

We will check the status of your order and assist you.

My Tracking Number Is Not Working

Tracking information may take several hours to become active after your parcel has been dispatched.

Please allow up to 24 hours for the first courier tracking update.

If the tracking number remains inactive after this period, please contact us.

My Tracking Has Not Updated

Courier tracking does not always update at every stage of the delivery journey.

It is possible for a parcel to continue moving through the courier network even if a new tracking scan has not appeared.

If tracking has not updated for an unusually long period, contact us so we can assist with the delivery.

My Order Appears Delayed

Delivery delays may occasionally occur because of:

• Courier disruption

• Severe weather

• Transport delays

• Seasonal demand

• Public holidays

• Delivery network congestion

• Incorrect or incomplete delivery information

Please check the courier tracking information first for the latest update.

If your parcel appears significantly delayed, contact us and we can investigate where appropriate.

My Tracking Says Delivered but I Have Not Received My Parcel

If the tracking information shows that your order has been delivered but you cannot find it, please check:

• Around your property

• With other household members

• With reception or building staff

• Any nominated neighbour

• Any location mentioned in the courier’s delivery notification

• Delivery photographs, where provided

If you still cannot locate your parcel, please contact us promptly with your order number and tracking information.

We can then investigate the delivery with the courier where appropriate.

The Courier Attempted Delivery but I Was Not Available

Depending on the courier, they may:

• Attempt delivery again

• Leave instructions for redelivery

• Deliver the parcel to a collection point

• Take the parcel back to a local depot

• Return the parcel to us after unsuccessful delivery attempts

Please check your tracking information for the latest instructions.

Can I Change My Delivery Address After Dispatch?

Once a parcel has been dispatched, we may not be able to change the delivery address.

For security reasons, address changes may also be restricted for high-value mobile phones and electronics.

If you notice an address problem, contact us as soon as possible.

Can I Track My Order Without an Account?

Yes.

Where tracking is available, you normally only need the tracking information provided in your dispatch confirmation email.

Creating a customer account is not necessarily required to track your parcel.

7. Estimated Delivery Times

Delivery times shown on our website or by the courier are normally estimates unless a guaranteed delivery service has specifically been agreed.

Actual delivery times may depend on:

• Courier operations

• Delivery postcode

• Weather conditions

• Public holidays

• Seasonal demand

• Events outside our reasonable control

Please refer to our Shipping & Delivery Policy for further information about dispatch and delivery times.

8. Lost or Missing Parcels

If your parcel has not arrived and the tracking information indicates a potential delivery problem, please contact us.

Where appropriate, we may raise an investigation with the courier.

We may ask you to confirm:

• Order number

• Full delivery address

• Tracking number

• Whether anybody at the address accepted the parcel

• Any delivery notification received

• Any other relevant delivery information

Where a parcel arranged by us is confirmed as lost, we will provide an appropriate resolution in accordance with our Shipping & Delivery Policy and your applicable consumer rights.

9. Need Help With Your Order?

If you need help tracking an order or have a delivery enquiry, please contact:

HILLARCH TRADING LIMITED

45 Tooting High Street
London
England
SW17 0SP
United Kingdom

Phone: +44 7350 028123
Email: sales@hillarchtrade.co.uk

Company Number: 16447143
VAT Number: 508204519