HSP

SHIPPING

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Processing Time

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Preparing, checking, and packing your order requires some time, typically around 3 business days for everything to be ready for shipment. While we welcome large orders, please note that processing may take longer depending on the number of items involved.

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During peak holiday seasons or times of delay, processing times may extend up to a week or more. Our priority is ensuring your order is accurate and issue-free, such as avoiding incorrect items or quality concerns. Rest assured, our team is diligently working on this!

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Please understand that we cannot guarantee specific delivery deadlines, including for occasions like vacations, birthdays, or holidays. Orders, especially larger ones, require processing time, and unforeseen circumstances such as items going out of stock or restocking, as well as international shipping delays, can occur.

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IMPORTANT: To prevent order delays due to items being out of stock, we recommend prioritizing newer items when placing your order. This will help ensure a smoother and faster processing experience. If you have any concerns, feel free to contact us at any time!

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Packing

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We refrain from including shoe boxes and bag boxes in shipments for several reasons:

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1. The bulky nature of these boxes could draw unwanted attention during shipping, substantially heightening the risk of customs seizure, an issue we've encountered in the past.

2. Due to escalated international shipping costs, especially since the onset of the pandemic, including boxes would result in considerable freight overcharges.

 

Rest assured, the shoes and bags will be adequately safeguarded with bubble wrap, and any accompanying dustbags and accessories will be included in their original packaging.

Should a customer insist on the inclusion of boxes, they will be responsible for covering the freight overcharge, which typically ranges from $30 to $100 and beyond, depending on the size of the order. Additionally, they must acknowledge the increased risk of customs seizure associated with this choice.

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Express Shipping 10-15 Days (Including Pick-Up Time)

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Currently, we utilize a variety of carriers including FedEx, UPS, SF Express, PostNL, Aramex, and others, all equipped with tracking and signature confirmation capabilities. We select carriers interchangeably based on warehouse capacity and carrier-specific time frames.

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For nearby Asian countries such as those in Southeast Asia and the Asia Pacific region, we typically employ EMS Express Shipping, known for its speed and reliability. However, during periods of delay, we may opt for an alternative courier such as FedEx.

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Here's a breakdown of our shipping and delivery process:

1. We pack and dispatch the order, sending it to the courier warehouse in another country, and promptly provide the tracking number.

2. The order awaits pick-up by the courier at the warehouse, typically taking 3-5 business days excluding weekends.

3. The order commences transit to its designated destination.

4. Upon arrival at the destination country, the order undergoes customs clearance procedures.

5. Finally, the order is delivered to the customer.

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IMPORTANT NOTE:

Orders cannot be cancelled after the tracking number has been provided, If a customer attempts to dispute an order with their credit card company to forcibly cancel it, our legal team will present compelling evidence including communication records, our refund policy agreed to by the customer at checkout, and tracking information demonstrating movement and delivery. Furthermore, the customer will be blacklisted from future purchases. Any associated existing accounts or newly created ones will be promptly blocked and deleted.

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*Delivery time starts when the package has been shipped

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Delivery Rates

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Delivery rates are determined by the order amount and are computed using our shipping-to-order total ratio statistics.

Below, you'll find the latest shipping rates:

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$0 - $250 : $30

$250 - $500 : $60

$500 - $750 :  $80

$750 - $1000 : $110

$1000 - $2000 : $180

$2000 - $3000 : $250

$3000 - $4000 : $320

$4000 - $5000 : $390

$5000 and up : $460

 

Please note that Southeast and Asia Pacific countries will benefit from lower shipping rates due to their closer proximity. Conversely, regions farther away such as South Africa will incur increased shipping rates, which will be clearly displayed at the checkout stage.

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Custom Duty and Taxes

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International customers are accountable for any import, customs, or local tax fees that may arise upon receipt of their package. Please note that we are not liable for any duty, import, tax, customs, or similar charges incurred.

 

We do not reimburse postage for lost, unclaimed, or undeliverable packages. In the event that a package is returned as undeliverable or unclaimed, it is the customer's responsibility to liaise with the postal carrier for resolution.

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Address Change

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If you happen to no longer reside at the shipping address prior to the delivery of your order, your first step should be to contact the carrier directly to attempt to change the address. If the carrier is unable to accommodate the address change, then please reach out to us, and we will make an effort to assist you. However, please be aware that altering the shipping address is often challenging as it requires intercepting the package at precisely the right moment, incurring significant additional charges. We strongly advise against placing orders right before embarking on vacation. If you choose to proceed, we recommend doing so well in advance (1-2 months) due to the unpredictable nature of international shipping, including unexpected delays or the possibility of packages being seized or lost.

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If your order arrives at an address where you no longer reside, we suggest contacting your neighbors, friends, or relatives to hold onto it for you or arrange for forwarding to your current address. It's important to note that we cannot be held responsible for packages not arriving on time before your vacation. If you have doubts about whether your order will arrive punctually, we highly recommend postponing your purchase.

 

Please ensure that your address is accurate before placing an order. In the event of an incomplete or incorrect address, resulting in the courier's inability to complete delivery, it is the customer's responsibility to contact the courier for address correction. Any fees incurred due to address changes or corrections resulting from an incorrect address must be paid by the customer before placing their next order. Please be advised that we are unable to ship to PO boxes; a valid residential address is required for delivery.

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Missing Items/Seized Package

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If you discover missing items upon receiving your package, please remain calm, as the remaining items may be on their way in separate package(s). Occasionally, we split orders into multiple packages due to size limitations and safety considerations. While this occurrence is exceedingly rare, if you've received all packages and certain items are still missing, it's possible they were confiscated by customs during security checks. In the event of customs seizure (again, an uncommon scenario), if notified by the shipping courier, do not provide any information and contact us immediately for assistance. We will make every effort to have the package released; however, if unsuccessful, please refer to the following options.

 

At this stage, we offer compensation in two ways:

1. Re-shipment: We will resend the missing items to you free of charge, with the customer covering shipping costs. Alternatively, we can include the missing/seized items in your next order.

2. Partial Refund and Discount: We will refund 50% of the total value of the missing items and provide a 15% courtesy discount on your next order.

 

Please understand that we strive to ensure the security of all shipments. However, customers must acknowledge the inherent risks associated with international shipping, particularly the occasional yet rare occurrence of customs seizures. While we sincerely hope such incidents do not happen, if they do, we will exert every effort to compensate for the loss. Nonetheless, customers are urged to cooperate and comprehend the nature of the situation. Additionally, we highly recommend that customers consider changing their shipping addresses for future orders.

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Stolen Packages

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As incidents of package theft are unfortunately on the rise, if you suspect that your package has been stolen, we advise you to take the following steps:

• Check with Neighbors or Family Members: Inquire with neighbors or family members to see if they may have received or noticed anything regarding your package.

• Contact the Carrier Immediately: Reach out to the carrier responsible for the delivery without delay and request an investigation into the matter.

• Review Surveillance Footage: If you have access to surveillance cameras, review the footage to ascertain any potential evidence regarding the theft.

 

Please note that we do not offer compensation or reshipment for stolen packages, as our policy covers only lost or seized packages. We recommend pursuing compensation from the courier responsible for delivery or filing a police report if surveillance footage of the theft is available.

 

To mitigate the risk of package theft in the future, we strongly suggest the following precautions:

• Monitor Tracking Information: Keep a close eye on your tracking number and try to be present at home or arrange for someone to be available during the scheduled delivery time.

• Schedule Delivery: Contact the courier to schedule a delivery day that aligns with your availability and minimizes the risk of leaving packages unattended.

• Inform Family Members: Inform your family members to be vigilant and keep an eye out for any packages left unattended on the porch or doorstep.

• Install Surveillance Cameras: Consider installing surveillance cameras at your residence to monitor and deter potential thefts.

Taking these proactive measures can help safeguard your packages and reduce the likelihood of theft during delivery.

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Missent Orders

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In the event that a shipment is mistakenly sent to an incorrect address, we have procedures in place to rectify the situation:

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If the incorrect address is within the same country or region as the correct address:

• We will require the recipient at the incorrect address to collaborate with us in returning the package to the intended recipient, and vice versa if addresses were interchanged.

• We will provide all necessary shipping labels, arrange pick-ups, and reimburse appropriately for any inconvenience caused.

 

For instances where both addresses are in different countries:

• We will handle the matter on a case-by-case basis, seeking resolution in a similar manner.

 

Should the recipient at the incorrect address refuse to cooperate in resolving the matter:

• If there is evidence of deliberate withholding of the package or failure to respond after contact has been established, we will escalate the issue to local authorities and report it as theft.

• Further actions may involve legal recourse, and we will collaborate with the correct recipient to pursue resolution through small claims court.

• Additionally, the individual responsible for the incorrect address will be blacklisted from making future purchases on our website.

 

These measures ensure that we address shipping errors swiftly and fairly, prioritizing the correct delivery of packages to our customers.

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