Shipping policy

Shipping Policy

Trade Name: Hekvlen

Contact Phone: +44 121 542 3624

Support Email: help@hekvlen.shop

Registered Physical Address: 19 Ilford Road, Birmingham B23 5HH, United Kingdom

Effective Date: June 2026

1. Order Processing Standards & Processing Lead Time

All orders placed on the official Hekvlen store will undergo a complete internal compliance workflow after payment is fully cleared, including payment authenticity verification, inventory cross-check, manual picking, pre-delivery quality inspection, shock-resistant packaging and handover to designated contracted couriers. Our warehouse fulfilment team operates Monday to Friday, excluding UK statutory bank holidays, weekends, and temporary business shutdowns triggered by force majeure incidents.
Orders whose full payment is completed before 14:00 GMT on standard working days will be prioritised for sorting, inspection and packaging on the same working day. Any payment completed after this daily cutoff time will enter formal processing starting from the next business day. Under regular sufficient stock conditions, the standard processing cycle for conventional in-stock goods is 1 to 3 consecutive working days.
If selected items are temporarily out of stock, affected by bulk pre-order reservations, overseas supplier delivery delays or factory restock backlogs, our customer service team will send a formal notification email via help@hekvlen.shop within 2 working days. The notification will clearly state the out-of-stock status, estimated replenishment schedule and three optional customer solutions: delay full shipment until stock restores, split delivery of available goods first with backorders shipped separately later, or unconditional full order refund with zero deductions. We will never dispatch substitute products or partial shipments without written confirmation from the purchasing customer.
Customised, personalised engraved, custom-sized and made-to-order goods require separate exclusive production coordination, with an extended processing lead time of 3–7 working days. Clear processing cycle reminders are individually marked on each customised product page for customers’ pre-purchase reference.

2. Delivery Regions, Tiered Shipping Services & Estimated Transit Duration

We provide multi-level shipping solutions covering UK domestic territories, all EU/EEA member states and global international destinations. All transit times stated below are calculated starting from the logistics carrier’s outbound parcel scanning timestamp, rather than the order payment completion date. All published delivery windows are estimated reference benchmarks only and shall not be deemed legally guaranteed delivery deadlines.

2.1 UK Mainland Domestic Delivery

  1. Standard Ground Shipping: Estimated transit period of 3–7 working days after warehouse dispatch, applicable to most conventional small and medium-sized parcels within standard weight limits.
  2. Expedited Next-Day Delivery: Priority fast-track courier sorting network; parcels arrive within 1 working day after dispatch for orders processed before the daily warehouse cutoff time.
  3. Saturday Special Delivery: Optional weekend delivery service for time-sensitive urgent orders, with an exclusive weekend delivery surcharge automatically calculated at checkout based on recipient postcode verification.

2.2 UK Remote Areas: Scottish Highlands, Northern Ireland, Channel Islands & Isle of Man

These regions have restricted regional courier distribution networks with longer routing cycles. Standard shipping transit time ranges from 5 to 10 working days. Expedited delivery service remains available for these zones but incurs an additional remote area surcharge that will be clearly displayed at checkout after postcode entry.

2.3 European Union & EEA Countries

  1. Standard Cross-Border EU Shipping: Complete estimated delivery cycle of 8–18 working days after dispatch, covering origin warehouse sorting, EU customs clearance inspection and local last-mile distribution.
  2. Premium EU Expedited Shipping: Dedicated commercial air freight customs clearance channels with streamlined inspection procedures; the overall delivery window is controlled within 6–12 working days.

    Delivery delays may be caused by random customs spot checks, annual holiday logistics peak seasons, local national public holidays within destination EU countries or temporary cross-border transportation policy adjustments, all of which fall outside our controllable scope.

2.4 Rest of World International Shipping (USA, Canada, Australia, Asia, Middle East and other global territories)

  1. Standard International Postal Shipping: Total estimated delivery timeline of 14–35 working days after outbound dispatch. Parcels will pass through multi-stage international transit, export customs declaration and destination country import clearance links.
  2. Premium Global Air Shipping: Accelerated air freight logistics channel with supporting customs brokerage services, shortening the overall transit period to 10–22 working days.

    Hekvlen shall not bear liability for transit stagnation and delivery delays caused by destination customs authority inspection hold-ups, local postal service backlogs, seasonal freight congestion or nationwide transport worker strikes in receiving countries.

3. Shipping Fee Calculation Rules & Complimentary Free Shipping Threshold

All delivery charges are dynamically calculated by our store system at checkout based on three core factors: total packaged weight of all ordered merchandise, recipient delivery postcode or destination country, and the shipping service tier selected by the buyer. All freight fees displayed at checkout fully cover standard shockproof packaging material costs and basic carrier transportation expenses, with no hidden additional surcharges added after order payment.

UK Domestic Free Shipping Policy

All orders with a pre-tax merchandise subtotal equal to or exceeding £40 qualify for complimentary Standard Ground Shipping across UK mainland. This free delivery promotion does not apply to Scottish Highlands, Northern Ireland, Channel Islands, expedited next-day delivery or Saturday special delivery upgrades. Customers who require faster shipping services may voluntarily pay the service price difference regardless of free shipping eligibility.

EU & International Cross-Border Shipping Cost Regulations

Free standard shipping benefits are not automatically applicable to all EU and global international orders under our baseline daily sales rules. Limited-time worldwide free delivery promotional activities will be prominently displayed on the website homepage, product banner and checkout page with fixed valid start and end dates. All shipping discount codes, promotional vouchers and store credit can only be redeemed in strict accordance with the detailed terms specified upon their issuance.

4. Import Duties, VAT and All Customs-Related Cost Liability Clarification

4.1 Domestic UK Shipments

Parcels delivered entirely within the United Kingdom will not generate cross-border import tariffs or overseas VAT. Any applicable sales tax for your order will be calculated and collected at checkout in compliance with the latest HMRC tax regulations, independent of the clauses stipulated within this shipping policy.

4.2 EU, EEA and all Non-UK International Shipments

All destination-country import duties, local VAT, customs clearance administrative fees, commodity inspection levies and any supplementary fines generated during inbound customs procedures shall be fully and solely borne by the receiving buyer.
It is the buyer’s exclusive obligation to fully research and understand local commodity import restriction rules, tax brackets and entry regulatory requirements before completing checkout. If customs authorities detain parcels, levy supplementary tax penalties or refuse full import entry due to local import law restrictions, product inspection non-compliance or insufficient import documentation provided by the buyer, all resulting detention storage fees, round-trip return transportation charges and total goods forfeiture losses shall be undertaken solely by the purchaser. Hekvlen will not provide any financial compensation for economic losses arising from destination customs intervention.

5. Formal Claim Process for Damaged, Lost or Shortage Parcels

5.1 Damaged Goods Claim Guidelines

Customers must conduct a full inspection of the outer packaging immediately upon courier delivery handover. If the carton shows obvious crushing, water soaking, tearing or structural breakage, buyers reserve the right to refuse signature acceptance and return the parcel directly to the courier driver on site.
For parcels already signed for delivery where internal products are discovered damaged after unpacking, buyers must compile complete supporting evidence including unmodified full photos of the intact outer packaging, close-up detailed pictures of all damaged merchandise and a clear screenshot of the parcel shipping tracking label. A formal damage compensation application must be submitted via help@hekvlen.shop within 7 calendar days from the system-marked delivery date. Our after-sales department will complete full evidence verification within 3–5 working days upon receiving complete supporting materials and provide two optional resolution plans: free identical replacement reshipment or proportional/full monetary refund corresponding to the value of damaged goods. Any damage claim submitted outside the 7-day valid application window will be rejected, as the causal link between transit handling and product damage cannot be reliably verified.

5.2 Lost-in-Transit Parcel Investigation & Remedy Solutions

If logistics tracking information remains static with no updated movement records for an abnormally extended period, customers may submit a formal lost parcel inquiry through our official support email. Our team will initiate an official loss trace investigation with contracted courier partners. Formal written loss confirmation issued by the carrier generally requires a waiting period of 15–30 working days, varying according to each logistics provider’s internal claim processing protocol. Once official carrier loss certification is obtained, customers may select either free duplicate reshipment of the complete order or a full unconditional refund of all lost merchandise value with no extra cost. We cannot process premature refunds or replacement shipments prior to receiving authoritative carrier loss verification documents.

5.3 Missing Item / Quantity Shortage Claim Standards

If partial ordered goods are found missing after unpacking, buyers must provide complete uninterrupted unpacking video footage and official parcel weight certification issued by the courier within 5 working days after delivery confirmation. Our team will cross-reference original warehouse picking logs, pre-shipment quality control records and carrier loading manifests to confirm liability attribution. After responsibility verification, we will either resupply all missing products free of delivery charges or issue a proportional refund matching the value of absent goods.

6. Handling Mechanism for Undeliverable, Misaddressed and Refused Parcels

Buyers bear full legal responsibility for entering accurate recipient full name, complete detailed street delivery address, valid active contact telephone number and correct postal postcode during checkout order submission.
Parcels returned to our Birmingham warehouse due to buyer-side errors including inaccurate address input, unreachable recipient contact information, voluntary refusal of delivery without legitimate product quality objections, or prolonged recipient absence triggering automatic courier return will result in deduction of the original outbound shipping cost plus full round-trip return logistics fees from any issued refund. Customers who wish to arrange secondary re-delivery of returned goods must settle a brand-new full shipping fee to cover the second dispatch.
If parcels are returned solely as a direct result of internal warehouse picking errors or our own manual address entry mistakes, Hekvlen takes complete responsibility for all freight costs and arranges complimentary re-delivery immediately after confirming the internal operational error.

7. Force Majeure Delivery Delay Liability Exemption Clause

Hekvlen shall be released from all contractual breach liability and compensation obligations for delayed shipments, suspended dispatch, stock shortages and logistics service interruptions caused by unforeseeable and uncontrollable force majeure events outside our reasonable operational supervision scope. Applicable incidents include but are not limited to natural disasters such as wildfires, floods, hurricanes and earthquakes; national extreme weather emergency alerts; sudden cross-border customs policy revisions; large-scale industrial strikes by international logistics carriers; public health lockdown control restrictions; temporary airway and seaport closures; and all mandatory regulatory measures issued by national government competent authorities. In the event of large-scale nationwide logistics disruption, we will publish real-time delay notification announcements on the official website homepage for all customers’ reference.

8. Policy Revision & Supplementary Terms Regulation

Hekvlen reserves the unilateral right to revise, supplement and adjust all clauses contained within this Shipping Policy at any time, in response to updated UK domestic transportation regulatory standards, evolving cross-border international logistics frameworks and internal enterprise operational adjustment demands. All revised policy terms take immediate legal effect upon publication on the dedicated policy page of our official website, with no separate individual notification required for existing or prospective customers. It remains the customer’s independent obligation to review our latest effective shipping policy content before placing each new order to stay informed of all current delivery rules and provisions.