Should I put delivery costs on the product page?

Yes, or at least a link to them. People who have to email to find out are more likely to leave.

Can I charge extra for Northern Ireland or the Highlands?

You can if your courier charges you more, but show the surcharge clearly before checkout.

Do I refund express delivery if the customer cancels?

Under UK cancellation rules you refund the cost of your cheapest standard delivery, not the premium for express.

Shipping cost questions: reply templates

Unexpected delivery costs are one of the most common reasons people abandon a basket. When someone asks what delivery costs, they want a number and a date. These replies give both, plus the free delivery threshold if you have one.

Updated 11 October 2026

Subject: Delivery costs at {workspace}

Hi {first_name}, Good question. Here's how delivery works with us: - Standard delivery (2 to 4 working days): {standard_delivery_price} - Express delivery (next working day if you order by {cutoff_time}): {express_delivery_price} - Free standard delivery on orders over {free_delivery_threshold} You'll see the exact cost at checkout before you pay, so there are no surprises. Anything else you'd like to know, just reply. Best wishes, {agent_first_name} {workspace}

Subject: Our UK delivery charges

Dear {first_name}, Thank you for your enquiry. Our UK delivery options are as follows: - Standard delivery, 2 to 4 working days: {standard_delivery_price} - Express delivery, next working day for orders placed before {cutoff_time}: {express_delivery_price} Standard delivery is free on orders over {free_delivery_threshold}. The delivery charge is shown at checkout before payment is taken. Kind regards, {agent_first_name} {workspace}

Subject: Delivery costs

Hi {first_name}, Standard is {standard_delivery_price}, free over {free_delivery_threshold}. Express is {express_delivery_price} if you order by {cutoff_time}. {agent_first_name} {workspace}

{first_name}Filled by Hobson: The customer's first name.
{standard_delivery_price}: Your standard UK delivery charge, for example £3.95.
{express_delivery_price}: Your express or next-day charge.
{free_delivery_threshold}: The basket value for free delivery, for example £50.
{cutoff_time}: The order cut-off for next-day dispatch, for example 2pm.
{agent_first_name}Filled by Hobson: The first name of the teammate sending the reply.
{workspace}Filled by Hobson: Your shop name.

When to use it

A customer asks how much delivery costs before ordering.
Someone asks whether there is free delivery or how close their basket is to the threshold.
A customer wants to know the fastest option and the order cut-off to get it in time.

For orders going outside the UK, the international shipping and customs template covers duties and delivery times. International shipping and customs

UK consumer law

Under the Consumer Contracts Regulations 2013, you must tell customers about delivery charges before they buy, and if you don't, they don't have to pay them. If a customer later cancels within the 14-day period, you refund the standard delivery cost but not the extra they paid for express. This is a general guide, not legal advice.

How to use it

1
Give numbers
Quote the actual prices and days, not "it depends". If it does depend, say on what.
2
Mention the threshold
If the customer is close to free delivery, tell them. It often adds an item to the basket.
3
Be clear on working days
Say working days and give the cut-off, so a Friday afternoon order does not create a Monday complaint.

Common mistakes

Quoting delivery times as calendar days when your courier counts working days.
Forgetting surcharges for the Scottish Highlands, islands and Northern Ireland if your courier applies them.
Leaving old prices in saved replies after the courier changes its rates. Keep one source of truth in your knowledge base.

What they usually ask next

After ordering, the next message is usually about where the parcel is. Where is my order?

Related templates

All products and shipping templates