Shipping policy

NEEDLE & HUE — Shipping & Delivery Policy
Last updated: 23 September 2026

IMPORTANT — UK DELIVERY ONLY
NEEDLE & HUE currently delivers only to eligible addresses within the United Kingdom. We do not offer international shipping.
This Shipping & Delivery Policy applies to orders placed directly through the NEEDLE & HUE online store.
It should be read together with our Returns & Refunds Policy and Terms & Conditions.
Nothing in this Policy excludes, restricts or reduces any statutory right or remedy that cannot lawfully be excluded or restricted under applicable UK law.

1. UK delivery only
NEEDLE & HUE currently delivers only to eligible addresses within the United Kingdom: England, Scotland, Wales and Northern Ireland, subject to postcode, carrier and product availability at checkout.
We do not currently ship directly to addresses outside the United Kingdom.
For the avoidance of doubt, we do not currently ship directly to the Republic of Ireland, Jersey, Guernsey, the Isle of Man or any other country or territory outside the United Kingdom.
British Forces Post Office (BFPO) and British Forces delivery addresses are not currently offered unless they are expressly made available at checkout.
If our checkout or another technical system mistakenly accepts an order for an address that we do not serve, we may cancel the affected order for that valid reason and refund all amounts paid for the cancelled goods and any related delivery charge without undue delay.

2. No international shipping
NEEDLE & HUE does not offer international shipping at this time.
Nothing in this Policy should be interpreted as an offer to deliver goods outside the United Kingdom.
If international shipping is introduced in the future, the applicable delivery terms, charges and any customs, tax, regulatory or import information will be provided before such orders are accepted.

3. Order-specific delivery information
Delivery restrictions, available delivery methods, delivery charges and the delivery information shown for a particular order at checkout form part of the customer's order information and, where required by law, part of the contract.
If an order-specific delivery term expressly agreed with the customer differs from this general Policy, the agreed order-specific term will apply to that order.
We will not retrospectively change material delivery information forming part of a consumer contract unless the change is permitted by law or expressly agreed with the customer.

4. Order processing time
Orders for products shown as in stock are normally processed and prepared for dispatch within 1–2 business days after successful payment has been received.
For our dispatch operations, a business day means Monday to Friday, excluding bank or public holidays observed in England and Wales.
Weekends and those bank or public holidays are not included when calculating our normal processing time.
Orders placed outside business days may begin processing on the next business day.
Processing time is the time required to prepare an order for dispatch. It is separate from the carrier's delivery or transit time.

5. Security and fraud-prevention checks
To protect customers and NEEDLE & HUE against fraudulent transactions, unauthorised payments, address fraud and delivery fraud, some orders may be subject to reasonable verification before dispatch.
Verification may include review of payment status, billing and delivery details, address inconsistencies, unusual order activity, transaction risk indicators or other information reasonably relevant to fraud prevention.
If additional verification is reasonably required, processing may take longer than our normal 1–2 business day target. We will not use verification checks as a basis for unreasonable or indefinite delay.
Where reasonably necessary, we may contact the customer for additional information before dispatch.
Where payment cannot be verified, the delivery address cannot reasonably be validated, or there are reasonable grounds to believe that fulfilment may involve fraud, unlawful activity or a material security risk, we may cancel the affected order for that reason. Where payment has already been taken, all amounts due for the cancelled order will be refunded without undue delay.
Personal information used for these purposes will be handled in accordance with our Privacy Policy and applicable data protection law.

6. Processing and delivery estimates
Unless expressly stated as guaranteed or expressly agreed as an essential delivery date, processing and carrier delivery times displayed as estimates are intended as estimated timeframes.
However, delivery information supplied before the order is placed may have contractual effect under applicable law. Nothing in this Policy allows NEEDLE & HUE to disregard an agreed delivery time or period.
Any statutory rights arising from late delivery remain unaffected.

7. Order confirmation and dispatch confirmation
An order confirmation does not mean that the order has already been packed, dispatched or handed to a carrier.
Where available, we may send a separate dispatch or shipping confirmation after the order has been handed to the carrier.
Tracking information may be included where the selected delivery service provides tracking.
Nothing in this section is intended to alter when a contract is formed under our Terms & Conditions or applicable law.

8. Delivery options and charges
Available delivery methods, estimated delivery times and delivery charges will be shown at checkout where applicable.
The customer must select an available delivery option before completing the order.
Any mandatory delivery charge applicable to the order will be disclosed before the order is placed.
Any optional paid delivery upgrade will only be charged where the customer actively selects or otherwise expressly agrees to it.
Delivery availability and price may vary by UK postcode, parcel size or weight, carrier service and product restrictions.

9. Delivery availability within the UK
Although NEEDLE & HUE delivers only within the United Kingdom, not every delivery service is necessarily available to every UK postcode.
Some remote, offshore or otherwise restricted UK locations may have longer estimated delivery times, different delivery charges or a reduced choice of carriers.
British Forces Post Office (BFPO) and British Forces addresses are excluded from our current standard delivery area unless expressly offered at checkout.
A product may also be unavailable for delivery to a particular postcode because of carrier, transport, safety or regulatory restrictions.
The delivery options actually offered for the relevant order at checkout determine the services available for that order.

10. Customer responsibility for delivery information
The customer is responsible for providing complete and accurate delivery information when placing an order.
This includes, where applicable, the recipient name, building or house number, street, postcode, town or city, country, telephone number and any other information reasonably required to complete delivery.
Customers should check delivery details carefully before submitting the order.

11. Incorrect or incomplete delivery addresses
If you notice an error in your delivery address, contact us as soon as possible.
We will make reasonable efforts to amend the address where possible, but we cannot guarantee that an address can be changed after an order has entered fulfilment or has been dispatched.
Where a parcel cannot be delivered or is returned to NEEDLE & HUE because the customer supplied an incorrect or incomplete address, we may require payment of reasonable additional delivery costs before re-dispatch where legally permitted.
This does not apply where the delivery error was caused by NEEDLE & HUE or a carrier acting on our instructions.

12. Address changes and delivery instructions after dispatch
Once an order has been dispatched, NEEDLE & HUE may not be able to change the delivery address.
If the carrier allows the recipient to request a redirect, collection point, safe place, neighbour delivery or another delivery preference directly, the customer should check the requested change carefully before confirming it.
Any customer-requested carrier instruction may be relevant when investigating a later delivery dispute, subject always to applicable statutory rights.

13. Freight forwarders, reshipping services and onward international delivery
NEEDLE & HUE does not offer international shipping.
If a customer independently chooses to have an order delivered to a UK-based freight forwarder, reshipping company, export agent or other nominated UK recipient that will later send the goods outside the United Kingdom, the onward shipment is arranged independently by the customer and is not an international delivery service provided by NEEDLE & HUE.
For consumer orders, statutory risk rules apply until the goods come into the physical possession of the consumer or a person identified by the consumer to take possession of them. A nominated UK forwarding or reshipping recipient may, depending on the circumstances, be such a person.
Subject to rights and liabilities that cannot lawfully be excluded, NEEDLE & HUE is not responsible for loss, damage, delay, customs issues, import restrictions or other events occurring during an onward shipment that is independently arranged after the goods have been properly delivered to the customer's nominated UK recipient.
Any statutory rights relating to the goods themselves remain subject to applicable law.

14. Dispatch and fulfilment records
For legitimate purposes including order fulfilment, stock control, traceability, customer service, regulatory compliance, fraud prevention and dispute resolution, NEEDLE & HUE may maintain appropriate records relating to packing and dispatch.
Depending on the order, these records may include product SKU, quantity, LOT or batch number, serial number, expiry information, parcel weight, carrier, tracking number, shipping label information, dispatch date and appropriate packing or fulfilment records.
Where a delivery claim, return or payment dispute arises, relevant records may be compared with information supplied by the customer.
Personal information contained in such records will be handled in accordance with our Privacy Policy and applicable data protection law.

15. Tracking information
Where a delivery service includes tracking, customers are encouraged to monitor the tracking information supplied for their order.
Carrier records may include collection, transit, attempted delivery, delivery, delivery photographs, signatures, GPS or location information, safe-place information, collection-point events or return-to-sender events where such information is generated by the carrier.
Relevant tracking and carrier records may be considered when investigating a delivery dispute.
Tracking information does not remove statutory rights and does not automatically override reliable evidence that goods were not delivered as required by law.

16. Risk during consumer delivery
For consumer sales, goods generally remain at NEEDLE & HUE's risk until they come into the physical possession of the consumer or a person identified by the consumer to take possession of them.
We do not treat the mere handover of a consumer parcel to a carrier selected or offered by NEEDLE & HUE as transferring delivery risk to the consumer.
Different statutory rules may apply where the consumer independently commissions a carrier that was not named by NEEDLE & HUE as a delivery option.

17. Delivery to another person
Where a customer identifies another person to receive the goods on their behalf, delivery to that person may constitute delivery to the customer for the purposes of applicable law.
Customers should nominate only persons they trust to receive goods on their behalf.

18. Safe places, neighbours and customer-selected delivery preferences
Some carriers allow recipients to nominate a safe place, neighbour, collection point, parcel shop or another delivery preference.
Where a customer gives such an instruction directly to NEEDLE & HUE or to the carrier, that instruction may be taken into account when investigating a later delivery claim.
Whether legal delivery has occurred will depend on the circumstances and applicable law.
A carrier's statement that a parcel was left at a location does not by itself remove any statutory right.

19. Parcel marked delivered but not located
If tracking states that a parcel has been delivered but you cannot locate it, please first check the delivery address, any delivery photograph or carrier message, other members of the household or workplace, any safe place you authorised, and any neighbour or person you nominated.
If the parcel remains missing, contact NEEDLE & HUE as soon as reasonably possible so that the matter can be investigated.
We may open a carrier investigation and may reasonably request information relevant to the claim, including confirmation of the delivery address, customer correspondence, carrier records, delivery photographs, GPS or location information where available, or a declaration of non-receipt.
A claim will be assessed on the available evidence and applicable law.
This investigation process does not remove statutory rights where goods have not actually been delivered as required.

20. Suspected false or fraudulent non-delivery claims
NEEDLE & HUE may reasonably investigate circumstances giving genuine grounds to suspect that a non-delivery claim is fraudulent or dishonest.
Where lawful, necessary and proportionate, relevant information may be supplied to the carrier, payment provider, insurer, fraud-prevention service or law-enforcement authority.
The fact that NEEDLE & HUE disputes a claim does not by itself mean that the customer has acted fraudulently.
Legitimate delivery claims will be dealt with in accordance with applicable law.

21. Failed delivery attempts and uncollected parcels
Where a carrier cannot complete delivery, it may make another attempt, leave instructions, make the parcel available for collection or return it to sender.
Customers should follow reasonable carrier instructions where action is needed to complete delivery.
Where a parcel is made available at a collection point or depot, the customer should collect it within the carrier's stated timeframe.
If a parcel is returned to NEEDLE & HUE because the customer failed to collect it, supplied an incorrect address or otherwise caused a failed delivery, we may require payment of reasonable additional delivery costs before re-dispatch where legally permitted.
Any entitlement to cancellation or refund remains subject to applicable law and our Returns & Refunds Policy.

22. Returned-to-sender parcels
If a parcel is returned to NEEDLE & HUE, we may review the carrier's stated reason and the circumstances of the failed delivery.
Reasons may include an incorrect or incomplete address, recipient unavailable, failure to collect, delivery refusal, carrier error, damage in transit or another delivery problem.
We will determine the appropriate next step based on the evidence, the order and applicable law.
The fact that a parcel has been returned to sender does not by itself establish that NEEDLE & HUE was responsible for the failed delivery.

23. Delivery refused by the customer
If a customer refuses delivery, they should contact NEEDLE & HUE promptly.
Refusing physical delivery does not necessarily replace any legal requirement to communicate a clear cancellation where such communication is required.
The order will be handled in accordance with applicable consumer law and our Returns & Refunds Policy.

24. Damaged, opened or tampered-with parcels
If a parcel arrives visibly damaged, opened or apparently tampered with, customers should, where reasonably possible, photograph the parcel before discarding the packaging and contact us as soon as reasonably possible.
We may reasonably request photographs of the exterior parcel, shipping label, internal packaging, affected goods, seals, LOT or batch information, serial numbers or other evidence relevant to the investigation.
Prompt reporting helps preserve evidence for any claim against the carrier.
Failure to report damage immediately does not automatically remove statutory consumer rights.

25. Missing items or wrong quantities
If an order is delivered but a customer believes an item is missing or the quantity supplied is incorrect, contact NEEDLE & HUE as soon as reasonably possible.
We may compare the claim with relevant fulfilment records including quantities packed, SKU information, parcel weight, packing records, LOT or batch information, serial numbers and carrier records.
We may reasonably request photographs of the parcel, internal packaging and contents.
This investigation process does not remove statutory rights where goods or quantities were genuinely not supplied as required.

26. Split shipments
Where reasonably necessary, an order may be dispatched in more than one parcel, provided this arrangement has been made clear as part of the order terms or is otherwise agreed with the customer.
Where NEEDLE & HUE chooses to split an agreed shipment for operational reasons, the customer will not normally be charged an additional delivery fee solely because we chose to divide it.
Separate parcels may arrive at different times and may have separate tracking numbers.
Nothing in this section requires a consumer to accept delivery by instalments where the law or the agreed contract provides otherwise.

27. Pre-orders and back-orders
Where NEEDLE & HUE expressly offers a product as a pre-order or back-order, the estimated availability or dispatch information for that product will be provided separately before the order is placed.
Pre-order and back-order products may have a longer processing period than products shown as in stock.
If a material change to an agreed delivery arrangement becomes necessary, we will inform the customer and obtain agreement where required by law.
Applicable statutory rights remain unaffected.

28. Stock discrepancies and unavailable items
Although we take reasonable steps to maintain accurate stock information, stock discrepancies may occasionally occur.
If an item becomes unavailable after an order is placed, we will contact the customer where appropriate. Depending on the circumstances and applicable law, we may offer an alternative for the customer's agreement, dispatch available items separately where this is permitted and agreed, or cancel and refund the unavailable item.
We will not substitute a materially different product without the customer's agreement.
Where we cancel an item because it cannot be supplied, any amount due back to the customer will be refunded without undue delay.

29. Carrier delays and events outside reasonable control
After dispatch, estimated delivery times may be affected by severe weather, transport disruption, industrial action, carrier network disruption, road closures, public emergencies, unusually high parcel volumes or other events outside our reasonable control.
Such events may affect estimated delivery timing, but they do not remove contractual or statutory obligations relating to delivery.
We will not rely on this section to exclude responsibility where doing so would be unlawful.

30. Statutory delivery period and missed delivery deadlines
Unless a different delivery time or period has been agreed with a consumer, goods must generally be delivered without undue delay and in any event no later than 30 days after the contract is entered into.
If NEEDLE & HUE refuses to deliver, or delivery by the agreed time or period is essential in the circumstances or was made essential by the consumer before the contract was entered into, the consumer may have the right to treat the contract as at an end without first giving an additional delivery period.
In other cases where delivery is late, the consumer may specify an additional period that is appropriate in the circumstances. If the goods are still not delivered within that additional period, the consumer may have the right to treat the contract as at an end.
Where a consumer lawfully ends the contract because of non-delivery, payments that must be repaid will be reimbursed without undue delay.
A routine delivery estimate is not automatically an essential delivery deadline, but any specific agreed term and the surrounding circumstances will be respected.

31. Product and carrier restrictions
Certain goods may be subject to transport, safety, battery, liquid, size, carrier or regulatory restrictions even when the delivery destination is within the United Kingdom.
If we cannot lawfully or safely dispatch a product to the selected UK address, we may cancel the affected item for that valid reason and refund the amount paid for the item together with any delivery amount that is refundable in the circumstances.
We will not knowingly dispatch goods using a service that does not permit the relevant product.

32. Business and professional customers
Different contractual rules may apply where a customer purchases wholly or mainly for purposes relating to their trade, business, craft or profession.
Additional B2B terms concerning delivery, risk, delays and liability may be set out in our Terms & Conditions.
Nothing in this section excludes any right or liability that cannot lawfully be excluded.

33. Payment disputes and delivery evidence
Where a customer raises a chargeback or payment dispute concerning shipping, non-delivery, delivery condition or another delivery issue, NEEDLE & HUE may provide relevant evidence to the payment provider or other authorised party where lawful and reasonably necessary.
Such evidence may include order information, delivery address, tracking, proof of dispatch, proof of delivery, delivery photographs, carrier records, customer correspondence, fulfilment records, parcel weight, LOT or batch records, serial-number records and information concerning any return.
Personal information will be processed in accordance with our Privacy Policy and applicable data protection law.

34. Changes to this Policy
We may update this Shipping & Delivery Policy from time to time to reflect changes to our operations, carriers, delivery services or applicable law.
A later amendment will not retrospectively remove statutory or contractual rights relating to an earlier order.

35. Contact
For shipping and delivery enquiries, contact:
NEEDLE & HUE
Email: needleandhue@gmail.com
Business address:
Paula Szumacher
10 Acorn House
Paper Mill Lane
IP8 4DW
United Kingdom