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Service Update - COVID-19

 

We have been made aware of some delays in delivery times from Royal Mail, which are due to the overall volume of online orders being placed during the Coronavirus pandemic, as well as their own staff shortages. This has resulted in delays in excess of 5 days on some orders.  Royal Mail are working hard to get back to their usual high level of service as soon as possible.

Hive are also experiencing slight despatch delays due to the high level of orders coming through and our fulfilment partner operating with a reduced workforce to ensure staff safety. We are working closely with our fulfilment partner on this, and aim to get back to our usual fast despatch as soon as possible.  Due to these delays, we cannot guarantee delivery within 1-2 days on our Premium 1st Class delivery service, so will not be offering this service for the time being. Please allow sufficient time for orders to arrive before contacting our customer service team. We are committed to ensuring books reach readers, and are doing the very best we can at this challenging time for all.

With the closure of non-essential shops, we are no longer offering the option to collect orders from a local bookshop. Bookshops will still recieve a commission on all orders placed and we're doubling our support during this time.  Collect from store will be available as soon as restrictions are lifted and bookshops are allowed to open again. 

We have also temporarily suspended all deliveries outside the UK due to increased delivery costs and uncertain delivery times. The option to select or enter a delivery address outside is no longer offered within the checkout.  We will resume this service as soon as it becomes a viable option again. 

We would like to re-assure all Hive customers we are working with all our partners to minimise disruptions and offer the best service and range of titles possible, but it is a challenging time and we hope you will bear with us as we work through any delays.

Thank you for continuing to support Hive and our network of independent bookshops.

Stay safe, 

The Hive team

 

Delivery Times & Costs for delivery within the UK

  • Collection from Hive Network shops: Within 3-5 working days after dispatch - FREE
  • Standard (2nd class): Within 3-5 working days after dispatch - FREE
  • Premium (1st class): 1-2 working days* after dispatch - £2.99   - Service is not being offered at the moment due to delivery delays
  • Premium (1st class) tracked + signature - next working day* if ordered before 2pm £3.50 - Service is not being offered at the moment due to delivery delays

* Orders placed on Saturday/Sunday will be despatched on Monday 

 

Collection from Hive Network Shops

This service is currently suspended due to Government restrictions in place for COVID-19 and the closure of non essential shops

There will be no option to select this service in the checkout

The collection service means that you can have your order delivered to your local or chosen favourite Hive Network shop for FREE. The great thing about it is that you can conveniently collect your order in your own time from hundreds of fantastic and friendly shops.

How does the collection service work?

The option is displayed at the checkout. The shop will email you to let you know that your product has arrived safely and is ready for collection. They will hold Hive orders for a maximum of 28 days. Orders that are not picked up within 28 days will be returned to us. To find your nearest Hive collection shop please visit our store locator page.

 

Home Delivery

All items are delivered directly to your door.

Standard FREE Delivery

All  orders qualify for free standard UK delivery with no minimum spend threshold. Items that are in stock will be with you within 3-5 working days, with the exception of bank holidays.

All items are delivered by Royal Mail and where possible will be tracked to your door, with text and/or email alerts to advise delivery, and the ability to provide 'Leave in Safe Place' instructions.  We will ask for your mobile number and delivery instructions during the checkout process, and will pass on these details to Royal Mail if your parcel can be tracked. 

Orders received before 3pm will usually be despatched the same working day, though this is not guaranteed for orders placed over bank holiday periods. Orders placed over the weekend will be despatched on Monday

Premium Delivery

If you'd like your order to arrive more quickly, you can select our premium delivery service, which incurs an extra cost. This means that your order will arrive the next working day if ordered before 2pm. Orders placed over the weekend will be despatched on Monday to arrive the next working day (Tuesday), with the exception of bank holidays when items will be despatched on the next normal working day. This applies to all items that are in stock. 

Where possible the parcel will be tracked to your door, with text and/or email delivery alerts and the option to provide 'Leave in Safe Place' instructions. Orders should be placed before 2pm in order to be despatched the same working day.

Delivery - Overseas

Due to the ongoing COVID-19 situation, we have temporarily suspended deliveries outside the UK.  This is due to increased delivery costs and uncertain delivery times.  The option to select or enter a delivery outside the UK has been removed from our checkout for the time being.  We apologise for any inconvience this may cause.

All orders are despatched by Priority Airmail, with the option of either selecting an Untracked or Tracked service. The tracked service includes an email to confirm when the parcels has arrived in the country of destination and also when the parcel is out for delivery.  Delivery costs are based upon country of destination.

Delivery times for Priority Airmail postal service are:

  • Usually delivered within 5- 12 working days - depending on destination country 
  • Europe – non-tracked Priority Airmail - £5.99 per item
  • Europe – tracked Priority Airmail - £6.99 per item
  • Rest of World – non-tracked Priority Airmail - from £6.99 - £9.99 per item depending on delivery destination
  • Rest of world – tracked Priority Airmail - from £11.99 - £19.99 per item depending on delivery destination
VAT

The prices payable for goods are as set out in the website, inclusive of VAT where applicable (books are currently zero rated). Customers ordering for delivery outside of the UK will be responsible for payment of any local taxes payable including VAT, and will be required to pay extra for delivery and clearance where necessary.

Customs Charges

If you are ordering goods for delivery outside of the UK, please note that your consignment may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be paid by you. It is accepted by you that Hive has no control over additional charges in relation to customs clearance. We recommend that you check with your local customs officials or post office for more information regarding importation taxes/duties that may be applicable to your online order. You will be the importer of record and responsible for any import VAT and duty that needs to be paid. In addition, any charges for import clearance will be paid by you, the customer.

We are happy to ship orders to the following countries:

Antigua and Barbuda, Andorra,Argentina, Aruba, Australia, Austria, Bahamas, Bahrain, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bosnia and Herzegovina, Brazil, Bulgaria, Canada, Canary Islands, Cayman Islands, Chile, China (inc Tibet), Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Estonia, Fiji, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madagascar, Malaysia, Malta, Martinique, Mauritius, Mexico, Monaco, Montenegro, Netherlands, New Caledonia, New Zealand, Norway, Oman, Philippines, Poland, Portugal, Qatar, Romania, Russian Federation, Saudi Arabia, Serbia, Seychelles, Singapore, Slovakia, Slovenia, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Trinidad and Tobago, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States of America.

Please note: Purchases can only be made via a UK issued credit card or PayPal. Some books may be subject to territorial rights and might not be available for sale in specific countries; we will let you know if this is the case when you have entered your delivery address details. eBooks cannot be supplied outside the UK.

Ordering 'Out of Stock'  items and pre-orders

If all the items in your order are not in stock, we will not hold your order until everything is available, but  will despatch items as they become available.  This may result in several shipments.

If a product is listed as 'Out of Stock, more expected soon'  we are anticipating receiving more, it can normally still be ordered for delivery. As soon as the items are available they will be dispatched to you (usually within 10-14 days) - you will not be charged for 'Out of Stock' orders until they are sent to you. However, if you paid using PayPal full payment is taken when the order is placed and not when items are dispatched. Please note that ordering an item that is 'Out of Stock' alongside in stock items will not delay the dispatch of these items.

If you place an order for multiple copies of the same item, if insufficient stock is available to fulfill the order in full,  the order will be held until all items are available. 

Providing that all pre-orders are placed at least three days before the release date, we will endeavour to deliver it on the day of release, though this is not guaranteed.

 

Frequently asked questions

Can I change my delivery address after I've ordered?

Unfortunately once the order has been placed and acknowledged you will be unable to change the delivery address. If your order has not been despatched, you can cancel it (go to My Account) and then place a new order for the correct delivery address. If you require assistance, please contact customerservice@hive.co.uk

Can I order large quantities?

We're happy to accept bulks orders and would suggest that you contact us prior to placing an order to check that sufficient stock is available.  Orders are only suppplied when all stock is available, so the order would be held until it could be supplied in full, which might delay your order being despatched.

 

Do you deliver BFPO?

Unfortunately at this time we do not deliver to BFPO addresses.

 

Returns

For full details of how to return an item, please see our Returns Policy