From our edit to your door.
Everything you need to know about how and when your order arrives. This policy does not affect your statutory rights as a UK consumer.
Last updated: 22 October 2026
Your order in 3 simple steps
We prepare it
Your order is processed within 1–3 working days and packed with care.
We dispatch it
You’ll get an email with your tracking number. Follow it on our Track your order page.
It arrives
Choose Express (1–2 days), Standard (3–5 days) or Economy (5–8 days) at checkout.
Orders placed at the weekend or on a bank holiday are processed on the next working day.
Order processing
Orders are processed within 1–3 working days (Monday to Friday) after payment is confirmed. Orders placed at the weekend or on a UK bank holiday are processed on the next working day.
During busy periods, such as sale events and the run-up to Christmas, processing may take a little longer. We’ll always email you if there’s a delay with your order.
Delivery options & costs
We currently deliver to UK addresses only.
| Service | Delivery time | Cost |
|---|---|---|
| Economy | 5–8 working days after dispatch | £4.99 |
| Standard Tracked | 3–5 working days after dispatch | £5.99 |
| Standard Tracked: orders over £99 | 3–5 working days after dispatch | FREE |
| Express | 1–2 working days after dispatch | £11.99 |
The delivery cost for your order is always shown at checkout before you pay. The free delivery threshold applies to the order total after any discounts.
Delivery times
Once your order has been dispatched, delivery takes 1–2 working days with Express, 3–5 working days with Standard, or 5–8 working days with Economy. Working days are Monday to Friday, excluding UK bank holidays.
Express speeds up delivery once your order is dispatched; it does not shorten the 1–3 working day processing time.
Delivery times are estimates, not guarantees. They can occasionally be affected by carrier delays, severe weather, peak seasons or other circumstances outside our control. If your order is running late, we’ll do everything we can to help.
Order tracking
As soon as your order is dispatched, we’ll email you a tracking number and link. You can follow your parcel on our Track your order page.
Please allow 24–48 hours for tracking to update after you receive your tracking number.
Multiple parcels
If you order more than one item, your order may arrive in separate parcels on different days, as some items ship from different locations. Each parcel has its own tracking number, and there is no extra delivery charge for this.
Delivery address
Please make sure your delivery address, including your postcode and any flat or house number, is correct and complete at checkout.
- If you notice a mistake, contact us as soon as possible. We can update the address if your order hasn’t been dispatched yet.
- Once an order has been dispatched, we can’t change the delivery address.
- If a parcel is returned to us because of an incorrect or incomplete address, we’ll contact you to arrange redelivery. A further delivery charge may apply.
Missed deliveries
If you’re not home, the carrier may leave your parcel in a safe place, with a neighbour, or at a local collection point, and will usually leave a card or send a notification. Please follow the carrier’s instructions to rearrange delivery or collect your parcel.
Parcels not collected within the carrier’s holding period may be returned to us. If this happens, we’ll contact you to arrange redelivery or a refund.
Delayed, lost or damaged parcels
- Delayed: if your order hasn’t arrived more than 3 working days after its expected delivery date, please contact us with your order number. We’ll investigate with the carrier straight away.
- Lost: if the carrier confirms your parcel is lost, we’ll send a replacement or give you a full refund.
- Damaged: if your parcel arrives damaged, please email us within 48 hours with your order number and photos of the parcel and item, and we’ll put it right.
- Marked as delivered but not received: please check with neighbours, any safe place and your building’s reception, and look for a delivery card. If it still hasn’t turned up within 48 hours, contact us and we’ll raise it with the carrier.
Contact us
Questions about delivery? We’re happy to help.
Email: support@hauteatelier.store
Phone: +44 7460677947
Hours: Monday to Friday, 9am – 6pm (UK Time)
Business: Haute Atelier, a trading name of CloudAxis Solutions LTD, 10 Abbots Eversley Park, Chester, CH2 2DY, United Kingdom
For returns, please see our Returns & Refunds page.
Track it in seconds.
Use your tracking number, or contact us with your order number.