Shipping Policy

Shipping Policy

Last updated: 15 September 2026

This Shipping Policy explains how orders placed through Hapsy are processed, packaged and delivered.

We understand that privacy is especially important when ordering intimate products. We therefore aim to make the delivery process as straightforward and discreet as possible.

Where We Deliver

We currently deliver to residential and business addresses within the United Kingdom.

We do not currently deliver to PO boxes, British Forces Post Office addresses or locations outside the United Kingdom unless this is expressly stated at checkout.

Certain remote locations, including some Scottish Highlands and Islands, Northern Ireland, the Isle of Man and the Channel Islands, may require additional delivery time or may not be available for every product.

Discreet Packaging

All Hapsy orders are shipped in discreet outer packaging designed not to reveal the nature of the products inside.

Product names or descriptions indicating that the parcel contains intimate products will not normally appear on the outside of the parcel.

Where required for delivery, customs, legal or regulatory purposes, carriers or authorities may require certain sender, product or shipment information.

Because some orders may be fulfilled from different locations, packaging may vary between products, but we aim to maintain discretion throughout the delivery process.

Order Processing

Orders are normally processed within 2–5 business days, excluding weekends and UK bank holidays.

After placing your order, you will receive an order confirmation email. This confirms that we have received your order but does not mean that it has yet been dispatched.

Once your order has been dispatched, we will send you a shipping confirmation email. Where tracking is available, this email will include a tracking number or tracking link.

During busy periods, public holidays or exceptional circumstances, processing may take slightly longer. We will contact you if a significant delay affects your order.

Estimated Delivery Time

Standard delivery normally takes approximately 7–20 business days from the date of your order.

Delivery times shown on our website or at checkout are estimates and are not guaranteed delivery dates unless we expressly confirm otherwise in writing.

In accordance with applicable UK consumer law, we aim to deliver orders without undue delay and within 30 calendar days of the order being placed, unless a different delivery period has been clearly agreed with you.

If we become aware that your order cannot be delivered within the agreed period, we will contact you and provide an updated delivery estimate or, where applicable, the option to cancel the affected item for a refund.

Products May Arrive Separately

We work with several specialist fulfilment locations. If your order contains more than one product, individual items may be processed and delivered separately.

This means you may receive more than one parcel, parcels may arrive on different dates, and separate tracking information may be provided for individual products.

You will not be charged additional delivery fees simply because we divide your order into multiple parcels.

Delivery Charges

Standard delivery is currently free within the United Kingdom, unless a different charge is clearly displayed on the product page or at checkout.

Any applicable delivery charge will be shown before you complete your purchase.

You will not be charged an additional shipping fee after your order has been placed unless you request and agree to a change in the delivery service.

Tracking Your Order

Tracking information may take 2–5 business days after dispatch to begin showing updates.

Some tracking systems provide limited information while parcels are travelling between fulfilment facilities or countries. A temporary gap between tracking updates does not necessarily mean that a parcel has been lost.

If your tracking has not updated for more than 10 business days, please contact us at hapsy.support@gmail.com and include your order number.

We will investigate the shipment with the relevant delivery or fulfilment provider.

International Fulfilment

Some Hapsy products may be stored and dispatched from fulfilment locations outside the United Kingdom.

This allows us to offer a broader selection of intimate products and accessories while working with specialist suppliers and fulfilment partners.

Regardless of where an item is dispatched from, your purchase is made through Hapsy and we remain responsible for fulfilling your order in accordance with the terms applicable to your purchase.

UK customers should not normally be required to pay additional import duties upon delivery where these have already been accounted for as part of the order process.

If a carrier or customs authority unexpectedly asks you to make an additional payment, please contact us before making payment so that we can investigate.

Delivery Addresses

Please check your delivery address carefully before completing your order.

If you notice an error, contact us immediately at hapsy.support@gmail.com. We will try to update the address, but we cannot guarantee that changes will be possible after an order has entered processing or has been dispatched.

We cannot be responsible for delays caused by an incorrect or incomplete address provided by the customer. However, we will make reasonable efforts to help locate, redirect or recover the parcel.

Additional costs arising from redelivery or recovery may only be charged or deducted where legally permitted.

Failed Delivery and Unclaimed Parcels

Customers are responsible for monitoring available tracking information and making reasonable arrangements to receive or collect their parcels.

If delivery is unsuccessful, the carrier may attempt delivery again, leave the parcel at an authorised safe place, deliver it to an authorised neighbour, take it to a local collection point, or return it to the relevant fulfilment location.

If a parcel is returned because it was refused, not collected or could not be delivered using the address supplied at checkout, please contact us. We will review the circumstances and explain the available options.

Any applicable refund will normally be processed once the returned parcel has been confirmed as received. Reasonable costs associated with a failed delivery may only be deducted where permitted by law.

Delayed Orders

Occasional delays may occur due to circumstances including severe weather, carrier disruption, customs or border inspections, public holidays, unusually high demand, incorrect delivery information, or other events outside our reasonable control.

These circumstances do not remove your statutory rights.

If delivery by a particular date is essential, please contact us before placing your order. Unless we expressly agree to a particular delivery date, estimated delivery dates should not be relied upon for birthdays, holidays or other time-sensitive occasions.

If an order is not delivered within the agreed delivery period, please contact us. Where applicable under UK consumer law, you may have the right to specify an additional reasonable delivery period or cancel the order.

Lost Parcels

Hapsy remains responsible for your order until it is delivered to you or to a person or location that you have expressly nominated, subject to applicable law.

If you believe your parcel has been lost, please contact hapsy.support@gmail.com with your order number.

We will investigate the shipment with the relevant carrier or fulfilment provider.

If a parcel is confirmed as lost, we will provide an appropriate remedy, which may include sending a replacement at no additional cost or issuing a refund for the missing product.

You are not required to resolve a lost-delivery claim directly with the carrier, although the carrier may request information from you during our investigation.

Tracking Shows “Delivered”, but the Parcel Is Missing

If tracking shows that your parcel has been delivered but you cannot locate it, please check around the property and any nominated safe place, ask other members of your household, check with immediate neighbours where appropriate, and review any photograph or delivery information provided by the carrier.

If you still cannot locate the parcel, please contact us as soon as possible.

We will investigate the delivery and provide an appropriate resolution based on the circumstances and applicable consumer law.

A “delivered” tracking status alone does not necessarily remove Hapsy's responsibility where the goods have not actually been delivered to you or to a person or location authorised by you.

Damaged, Faulty or Incorrect Products

Please inspect your parcel and product as soon as reasonably possible after delivery.

If an item arrives damaged, faulty, incomplete or incorrect, contact us at hapsy.support@gmail.com and provide your order number, a description of the problem and, where reasonably possible, photographs or a short video showing the issue.

Photographs of the packaging and shipping label may also help us investigate delivery-related damage.

Please retain the product and packaging until we confirm whether they are required for the investigation.

Your rights concerning damaged, faulty or incorrect products are explained further in our Returns & Refunds Policy.

Order Cancellations

If you wish to cancel an order before dispatch, contact us as soon as possible.

We will try to stop processing or fulfilment, but cancellation cannot always be guaranteed once an order has entered fulfilment.

If your order has already been dispatched, you may still have cancellation or return rights under applicable consumer law and our Returns & Refunds Policy.

Please note that additional restrictions may apply to sealed products that are not suitable for return for health protection or hygiene reasons once they have been unsealed, where permitted by applicable law.

Your Statutory Rights

Nothing in this Shipping Policy is intended to limit or exclude rights available to you under applicable consumer law.

Where applicable, goods must be delivered without undue delay and within the agreed delivery period.

Hapsy remains responsible for goods until they come into your physical possession or the possession of a person nominated by you, subject to exceptions provided by applicable law.

Contact Us

For questions about shipping, delivery or tracking, please contact:

Hapsy
Email: hapsy.support@gmail.com

Please include your order number when contacting us.