Shipping policy

Last updated: 23 August 2026

Thank you for shopping with Eleventh Heaven.

Please review the information below regarding order processing, shipping and delivery.

Order Processing & Production

Some Eleventh Heaven products are produced and fulfilled after an order is placed.

Orders typically require 3–7 business days for production and processing before dispatch, although many orders may be completed sooner.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.

Please note that processing time is separate from shipping time.

Processing times may vary during busy periods, new releases, promotional periods and public holidays.

UK Shipping

We offer delivery throughout the United Kingdom.

Available shipping methods, estimated delivery times and applicable charges will be displayed at checkout.

Delivery estimates begin once your order has been dispatched and do not include production or processing time.

While we aim to get your order to you as quickly as possible, delivery estimates are not guaranteed.

International Shipping

Where international delivery is available, shipping options and charges will be calculated and displayed at checkout.

International delivery times vary depending on the destination and shipping method selected.

Customers ordering outside the United Kingdom may be responsible for import duties, customs charges, taxes or other fees imposed by their local authorities.

Where applicable, these charges are the responsibility of the customer unless otherwise stated during checkout.

Estimated Delivery Times

Delivery estimates displayed on our Website or at checkout are estimates and are not guaranteed delivery dates.

Orders may occasionally experience delays due to circumstances outside our reasonable control, including:

  • Courier or postal delays

  • Customs processing

  • Severe weather

  • Public holidays

  • High order volumes

  • Transportation disruption

We will do our best to ensure your order reaches you as quickly as reasonably possible.

Tracking Your Order

Where tracking is available, you will receive tracking information after your order has been dispatched.

Please allow some time after receiving your shipping confirmation for tracking information to become active.

You can also use the Order Tracking section of our Website where applicable.

Incorrect Shipping Information

Please make sure your delivery information is complete and accurate before placing your order.

If you notice an error after ordering, contact us as soon as possible at:

support@eleventhheaven.co.uk

We will do our best to update your information where possible. However, once an order has entered production, fulfilment or shipment, we cannot guarantee that changes can be made.

Eleventh Heaven cannot accept responsibility for delivery problems resulting from incorrect or incomplete information supplied by the customer, except where required by applicable law.

Delayed Orders

If your order has not arrived within the estimated delivery period, please check your tracking information first.

If there has been no tracking update for an extended period or you believe your parcel may be delayed, please contact us at:

support@eleventhheaven.co.uk

Please include your full name and order number so we can investigate the shipment.

Lost Packages

If you believe your order has been lost in transit, please contact us as soon as possible.

We will investigate the shipment with our fulfilment and delivery partners and provide an appropriate resolution where the parcel is confirmed as lost.

Depending on the circumstances, this may include a replacement or refund.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, misprinted or you receive an incorrect item, please contact us as soon as possible.

Please include:

  • Your full name

  • Your order number

  • A brief description of the issue

  • Clear photographs showing the problem

Once we have reviewed the issue, we will work with you to provide an appropriate resolution.

For further information, please see our Returns & Refund Policy.

Multiple Packages

In some circumstances, an order containing multiple products may be delivered in more than one package.

If this occurs, you may receive separate tracking information for each shipment.

Contact Us

If you have any questions about shipping or an existing order, please contact:

Eleventh Heaven

Email: support@eleventhheaven.co.uk
Website: eleventhheaven.co.uk

We aim to respond to all customer enquiries within 1–2 business days.

This Shipping Policy does not affect your statutory rights.