Track Your Order

Every Hartwen order can be followed from our fulfilment centre to your door. Here is how, and what to do if something looks wrong.

Finding Your Tracking Number

When your parcel is dispatched we send a shipping confirmation email containing your tracking number and a link to follow it. This arrives after processing is complete, normally 2–3 business days after you order.

If you cannot find the email, check your spam or promotions folder first — that is where it usually is. If it is genuinely missing, email us your order number and we will resend the details.

Tracking Your Parcel

Open the link in your shipping confirmation, or enter your tracking number directly on the carrier’s website. UK deliveries are handled by Royal Mail.

If Tracking Has Not Updated Yet

This is the most common message we get, and it is almost always fine. Tracking can take 2–3 days to start showing movement after dispatch, and there is often a quiet stretch while a parcel is in transit or clearing customs. No updates for a few days does not mean your parcel is lost.

If there has been no movement at all for 10 business days, email us. We will chase the carrier on your behalf.

Expected Timings

Processing: 2–3 business days
Transit: 4–8 business days
Total: 6–11 business days from order to doorstep

Full detail is in our Shipping Policy.

If Your Parcel Has Not Arrived

If 15 business days have passed since dispatch and your order has not reached you, contact us with your order number. We will either send a replacement or refund you in full. You will not need to argue the point.

If Tracking Says Delivered but Nothing Arrived

Check with neighbours and look for a card from the carrier, as parcels are often left in a safe place. If it still has not turned up after 24 hours, email us and we will open an investigation with Royal Mail and put it right.

Damaged on Arrival

Send us a photograph of the parcel and the item within 30 days of delivery. We will arrange a replacement or a full refund, and we will cover the return postage.