We dispatch thousands of orders, a vast majority of which arrive safely and on time. But we understand that occasionally things can go wrong and we do our best to resolve any issues quickly.
If your delivery hasn’t arrived at the expected time or there’s a problem with a product, then read on:
Delivery Hasn’t Arrived
The first thing to do is check the delivery status.
A majority of products are dispatched using DPD who should keep you up to date about your delivery with SMS messaging, push notifications or by email. You can track your order on the DPD website or in the DPD app.
Some products are not dispatched using DPD but are sent directly from our suppliers on their own carrier services – you can find out which products and their delivery information in Delivery & Dispatch.
NOTE – these items have longer delivery times. Please check that the item(s) you’re waiting for is outside of its expected delivery time before chasing.
If you are unable to get a delivery status from DPD or your supplier dispatched item(s) is late, then contact the customer support team who will be happy to help.
Missing Item
If there’s something missing from your order, please contact the customer support team as soon as you can to report it (strictly within 30 days of receiving the order). Find out more about what to do if an item is missing.
Damaged Item
If a product has arrived damaged contact the customer support team as soon as you can to report it. They will act to resolve the issue as quickly as possible. You can call, email, use the website contact form or live chat on the website.
NOTE – it’s important to send an image(s) showing the damage. You can easily attach a photo(s) to an email, the contact form and in live chat. This will help the support team resolve the issue faster.
Wrong Item Delivered
If you’ve received an incorrect item you should contact customer support as soon as you can to report it (strictly within 30 days of receiving the order). They will look into the issue and guide you step-by-step through the process to ensure you get the right product as quickly as possible. Call, email, use the contact form or live chat on the website.
Email: websales@hiatt-hardware.com
Tel: 0800 0590 950 (Monday – Friday)