Shipping & Delivery Policy

1. Overview

Hivell Digital Ltd delivers products and services in different ways depending on what you have purchased. This policy explains how digital products, SaaS and online services, custom projects, and physical products are delivered. It applies alongside your statutory rights under UK law.

Digital products and online services are normally delivered electronically. Physical product delivery times, costs and methods will be shown at checkout or on the relevant product page.

2. Digital Product Delivery

Digital products include downloadable files, templates, software, digital tools, online resources and other content delivered electronically.

• Digital products may be delivered by email, download link, user account or platform access.
• Delivery is usually completed automatically or within a short time after payment confirmation.
• If you do not receive access to a digital product, please check your spam or junk folder, then contact support if the issue persists.
• Access links or downloads may expire after a reasonable period or be limited to a reasonable number of downloads, as described at the point of purchase.

3. SaaS and Online Service Access

SaaS subscriptions and hosted online services provide ongoing access to software, dashboards, platforms or cloud-based tools.

• SaaS or hosted services may be accessed through an online account, login link or onboarding process.
• Access is normally provided shortly after sign-up or payment confirmation.
• You are responsible for keeping your login details secure. Sharing account access may result in suspension.
• Service availability may depend on third-party hosting and platform providers.

4. Website and Project Delivery

Custom website development, software projects and other bespoke services are delivered according to the agreed project scope and timeline.

• Deliverables, milestones, review periods and handover processes will be set out in the project proposal, statement of work or engagement agreement.
• Final delivery may include source files, login credentials, hosting transfer instructions or documentation as agreed.
• Timelines may depend on the customer providing required content, feedback or approvals in a timely manner.

5. Physical Product Delivery

Where physical products are sold, delivery times, methods, costs and locations will be shown at checkout or on the relevant product page.

• We aim to dispatch physical products within the timeframe stated at checkout, subject to stock availability.
• Delivery options may include standard, expedited or tracked services, depending on the product and destination.
• Delivery costs, estimated delivery dates and available destinations will be clearly displayed before you complete your order.
• Some products may only be available for delivery to certain countries or regions.

6. Third-Party Marketplace Delivery

Some products may be sold through third-party e-commerce platforms, app stores, marketplaces or partner websites. In those cases, delivery may follow that platform's process, including dispatch, digital download delivery, account provisioning or access management.

• The relevant platform's terms, delivery policies and support process will apply for orders placed through that platform.
• Any platform-specific delivery instructions will be shown on the product listing or during checkout.

7. Delivery Delays

Delivery times are estimates unless a fixed delivery date has been agreed in writing. Delays may happen due to courier, technical, supplier or third-party platform issues.

• We are not responsible for delays caused by circumstances outside our reasonable control, such as courier delays, customs processing, supplier shortages or technical failures.
• Where a delay occurs, we will make reasonable efforts to notify you and provide an updated estimate.
• If a digital delivery fails due to a technical issue, we will work to restore access or reissue the delivery as quickly as reasonably possible.

8. Incorrect Delivery Information

Customers are responsible for providing accurate delivery and contact information at the time of purchase or project onboarding.

• We are not responsible for failed or delayed delivery caused by incorrect, incomplete or outdated delivery details provided by the customer.
• If you notice an error in your delivery information, please contact us as soon as possible. We will try to update the details before dispatch or delivery where feasible.
• Additional charges may apply if a delivery needs to be re-sent due to incorrect information.

9. Support

For delivery questions, missing access links, delayed orders or any other delivery-related enquiries, please contact us at support@hivelldigital.com.

Hivell Digital Ltd
Company number: 17308831
Registered office: 20 Wenlock Road, London, N1 7GU, England