Shipping & Delivery Policy

At HILLARCH TRADING LIMITED, we aim to provide fast, secure and reliable delivery for mobile phones, electronics and other products purchased through our website.

Please review this Shipping & Delivery Policy for information about our delivery coverage, dispatch times, tracking and what happens if a delivery is delayed or unsuccessful.

1. Delivery Coverage

We currently deliver to eligible addresses within mainland Great Britain, including:

• England

• Scotland

• Wales

At present, we do not offer international delivery.

We are also currently unable to deliver to Northern Ireland.

Certain remote locations, islands, Scottish Highlands or other areas may be subject to restricted courier services, longer delivery times or additional delivery charges.

Any applicable restrictions or charges will normally be shown during checkout where possible.

2. Order Processing

Orders are normally processed within 1 working day after successful payment confirmation and completion of any required security checks.

Orders placed before 2:00 PM Monday to Friday will usually be processed for dispatch on the same working day, subject to:

• Successful payment authorisation

• Stock availability

• Fraud and security checks

• Accurate delivery information

• Courier collection schedules

Orders placed after 2:00 PM, during weekends or on UK public holidays will normally be processed on the next working day.

Same-day dispatch is our target where applicable but is not guaranteed.

3. Delivery Partners

We use established delivery providers which may include:

• DPD

• Royal Mail

• Other approved UK courier services where appropriate

The courier used for your order may depend on:

• Product type

• Product value

• Parcel size and weight

• Delivery address

• Courier availability

• Delivery service selected

We may change the courier used where reasonably necessary to fulfil your order.

4. Estimated Delivery Times

Our usual delivery estimates are as follows:

Order Placed	Typical Dispatch / Delivery Estimate
Monday–Thursday before 2:00 PM	Usually dispatched same working day; next-working-day delivery where applicable
Monday–Thursday after 2:00 PM	Normally processed next working day
Friday before 2:00 PM	Saturday delivery where available, otherwise normally Monday
Friday after 2:00 PM	Normally processed Monday, with delivery typically from Tuesday
Saturday or Sunday	Normally processed Monday, with delivery typically from Tuesday
Public Holiday	Normally processed on the next working day

These are estimated delivery times and not guaranteed delivery dates unless we expressly agree otherwise.

Delivery may occasionally take longer because of courier disruption, severe weather, public holidays, seasonal demand or other circumstances outside our reasonable control.

5. Saturday & Weekend Delivery

Orders placed before 2:00 PM on Friday may qualify for Saturday delivery where the selected courier service and delivery postcode support weekend delivery.

Saturday delivery is not guaranteed for every order or every postcode.

Where Saturday delivery is unavailable, the parcel will normally be delivered on the next available working day.

Sunday delivery may only be available where specifically offered by the applicable courier.

6. Delivery Charges

Delivery charges, where applicable, will be displayed during checkout before you complete your purchase.

From time to time, we may offer:

• Free delivery

• Promotional delivery rates

• Free delivery on selected products

• Free delivery above a specified order value

Any conditions relating to a delivery promotion will be displayed with the applicable offer.

7. Shipping Confirmation & Tracking

Once your order has been dispatched, we will normally send a dispatch confirmation to the email address provided with your order.

Where tracking is available, the confirmation may include:

• Courier name

• Tracking number

• Tracking link

• Estimated delivery information

You can use this information to monitor the progress of your delivery through the relevant courier’s tracking service.

Please allow a reasonable amount of time after dispatch for tracking information to become active.

8. High-Value Products

Mobile phones and other electronic devices can be high-value products. We may therefore use tracked or secure delivery services where appropriate.

Some deliveries may require:

• A signature

• Delivery confirmation

• Proof of delivery

• Additional courier verification

Customers should follow any delivery instructions provided by the courier.

We recommend arranging delivery to an address where someone is available to receive high-value items.

9. Delivery Address

Customers are responsible for entering a complete and accurate delivery address during checkout.

Please carefully check:

• House or building number

• Street name

• Flat or apartment number

• Town or city

• Postcode

• Contact telephone number

• Email address

before submitting your order.

An incorrect or incomplete address may result in delays or unsuccessful delivery.

10. Changing Your Delivery Address

Because orders may be processed quickly, we cannot guarantee that a delivery address can be changed after an order has been submitted.

If you notice an error, contact us as soon as possible.

If the order has not yet been dispatched, we will try to assist where reasonably possible.

For security reasons, we may not be able to change the delivery address of certain high-value orders once payment has been authorised.

If the parcel has already been dispatched, we may be unable to alter the delivery address.

11. Changes to an Order After Purchase

Once an order has entered processing or dispatch, we may not be able to change:

• Products ordered

• Product quantity

• Delivery address

• Delivery service

• Customer details

Please check your order carefully before completing checkout.

If you need to make a change, contact us as soon as possible and we will advise whether the requested change is still possible.

12. Delivery Responsibility

Where HILLARCH TRADING LIMITED arranges the courier for a consumer order, responsibility for the goods will normally remain with us until the goods are delivered into your physical possession or to another person identified by you to receive the goods, subject to applicable law.

The fact that we use a third-party delivery company does not automatically remove our responsibility as the retailer.

Different rules may apply where you independently arrange a courier or carrier that was not offered by us.

13. Delayed Deliveries

Occasionally, deliveries may be delayed for reasons including:

• Courier network disruption

• Severe weather

• Transport disruption

• Incorrect address information

• Public holidays

• Seasonal demand

• Operational disruption

If your order appears delayed, please:

1. Check the tracking information provided with your dispatch confirmation.

2. Check for any delivery updates or attempted-delivery notifications.

3. Contact HILLARCH TRADING LIMITED if you require further assistance.

Where necessary, we may contact the courier and investigate the delivery on your behalf.

Unless another delivery period has been agreed with you, we will comply with applicable UK consumer-law requirements concerning delivery times.

14. Lost Parcels

If tracking indicates that your parcel has not arrived within the expected delivery period, please contact us.

We may open an investigation with the courier to determine the location and status of the parcel.

During an investigation, we may ask you to provide or confirm information such as:

• Order number

• Delivery address

• Tracking information

• Whether anyone at the property accepted the parcel

• Whether the courier left a delivery notification

• Any relevant information relating to the delivery

Where a parcel arranged by us is confirmed as lost, we will provide an appropriate remedy in accordance with your applicable rights and the circumstances of the order.

15. Parcel Showing as Delivered but Not Received

If courier tracking states that your order has been delivered but you cannot locate it, please first check:

• Around the delivery property

• With other members of your household

• With reception or building staff, where applicable

• Any location stated in the courier’s proof of delivery

• Any delivery photograph or notification

• With a nominated neighbour, where applicable

If you are still unable to locate the parcel, contact us promptly so that we can investigate with the courier.

16. Failed Delivery Attempts

If nobody is available to receive a parcel, the courier may:

• Attempt delivery again

• Leave instructions for redelivery

• Take the parcel to a collection point

• Return the parcel to the local depot

• Return the parcel to us after unsuccessful delivery attempts

The exact process depends on the courier being used.

Please follow the courier’s tracking information and delivery instructions.

17. Incorrect or Incomplete Addresses

If a parcel cannot be delivered because the customer supplied an incorrect or incomplete delivery address, the parcel may be returned to us.

Where reasonably permitted, additional delivery costs may apply if you ask us to send the order again to a corrected address.

We will notify you before charging any additional redelivery cost where applicable.

This does not affect your statutory rights where the delivery problem was caused by us or our delivery provider rather than incorrect information supplied by you.

18. Damaged Parcels

If your parcel arrives visibly damaged, please inspect the contents as soon as reasonably possible.

If the product itself is damaged, please contact us promptly and provide:

• Your order number

• Description of the damage

• Photographs of the outer packaging

• Photographs of the internal packaging

• Photographs or videos of the damaged product

Please retain the original packaging until we have reviewed your claim, where reasonably possible.

Your statutory rights in relation to damaged or faulty goods are not affected.

19. Missing or Incorrect Items

If your delivery contains:

• The wrong product

• A missing product

• An incorrect quantity

• An incorrect model or specification

please contact us as soon as reasonably possible.

Provide your order number and details of the issue so that we can investigate and arrange an appropriate resolution.

20. Delivery Within the Required Period

Unless we have agreed a different delivery timeframe with you, consumer orders will be delivered in accordance with applicable UK distance-selling requirements.

Where no alternative delivery timeframe has been agreed, applicable UK rules generally require goods to be delivered without undue delay and within 30 days.

This does not mean that our normal deliveries will take 30 days. Our normal estimated delivery times are shown above.

21. Returns Following Delivery

If you wish to return a product after delivery, please refer to our Returns & Refund Policy.

Different rules may apply depending on whether:

• You have changed your mind

• The product is faulty

• The product arrived damaged

• The incorrect item was supplied

• The product was not as described

Nothing in this Shipping & Delivery Policy limits your statutory consumer rights.

22. Changes to This Shipping Policy

We may update this Shipping & Delivery Policy from time to time to reflect changes to:

• Courier providers

• Delivery services

• Delivery charges

• Geographic coverage

• Order processing

• Applicable laws or regulations

The latest version will be published on our website.

Any changes will not unlawfully affect rights relating to orders already placed.

23. Contact Information

For delivery, tracking or shipping enquiries, 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