Shipping policy

Shipping Policy

Effective date: 27 September 2025

Processing Times

  • Orders placed by 12:00 (noon) UK time, Monday–Friday, typically ship the same or next business day.

  • Orders placed after the cut-off or on weekends/UK public holidays ship the next business day.

  • Preorders or backorders will show estimated dispatch dates at checkout or in your confirmation.

Shipping Methods and Carriers

  • We ship with tracked services via reputable carriers such as Royal Mail, Evri, or DPD, depending on destination and service level.

  • Available shipping options and costs are shown at checkout based on your address and basket weight.

Delivery Estimates

  • UK Standard: typically 2–4 business days after dispatch.

  • UK Express: typically 1–2 business days after dispatch.

  • Europe: typically 4–8 business days after dispatch.

  • Rest of World: typically 7–14 business days after dispatch.

  • Estimates exclude customs delays and are not guarantees.

Shipping Rates and Duties

  • Shipping fees are calculated at checkout. Any free shipping thresholds or promotions will be shown at checkout if available.

  • International customers are responsible for any import duties, taxes, and fees assessed by local customs unless expressly stated at checkout.

Address Accuracy and Changes

  • Please ensure your delivery address and contact details are complete and accurate. We are not responsible for delays or non-delivery due to incorrect or incomplete addresses.

  • Address changes can be requested by emailing support@hkbtenterprises.com before dispatch. Once shipped, changes may not be possible.

Delivery Attempts and Undeliverable Parcels

  • If a parcel is returned to us as undeliverable or uncollected, we can reship to you at your cost or refund the product price less outbound shipping and any carrier return fees, where applicable.

Lost, Late, or Stolen Packages

  • If tracking shows no movement for 7 business days (UK) or 14 business days (international), contact us for assistance and a carrier investigation.

  • For packages marked “delivered” but not received, check safe places and with neighbours first, then contact us. Claims may require a signed loss affidavit or police reference number per carrier policy.

  • Resolutions may include a replacement or refund once the investigation is complete, subject to stock and carrier outcome.

Damaged in Transit

  • Inspect your order upon delivery. Report damage within 48 hours with photos of the outer packaging, shipping label, and product.

  • Keep all packaging until we complete the claim. Approved cases will be refunded or replaced.

Returns and Refusals

  • We only accept returns for defective items that are unopened with the factory seal intact, in line with our Returns Policy.

  • Refusing delivery without prior authorisation may result in delays and additional fees. Contact us first for guidance.

Partial Shipments

  • We may split orders into multiple shipments to expedite delivery. You will not be charged extra beyond what was shown at checkout.

Order Tracking

  • You will receive a dispatch email with a tracking link once your order ships. Tracking may take up to 24 hours to update.

Customer Support