Shipping policy

 

Processing Times

Order processing and sending off of in-stock products from our side typically takes between 1 to10 business days. For Pre-Order item/s, or orders that include Pre-Order item/s among in-stock ones, the order will not be shipped until after all pre-order items in it have been produced and delivered to us. This duration varies per item and order; Please check individual Pre-Order listings for more information.

If you wish to avoid this delay, you will need to make separate orders for the pre-order item/s and the in-stock products, respectively. This means that you will be required to pay the shipping of each order separately. 

Please note that the times provided here are only an estimation. Further delays may occur during holidays, heavy-order periods such as sales, and other circumstances. We are thankful for your patience and understanding, and we hope your order arrives safely. ♡

Shipping Options and Times

Our team ships from the UAE: All domestic and non-domestic orders are shipped with EMX and their status can be followed up with them using the tracking number we email to you. Accordingly, please make sure your email is correct and working before checking out and, to lower issues, write a full address and make sure the phone number’s country code matches the country in the address.

Additionally, EMX may work with other services local to you that you can also contact for information. For example:

  • "Premium" shipping usually uses DHL.
  • Standard Shipping ("PrimeRegistered", "PimeExpress", and "PrimeTracked") usually use your normal local post (ex: USPS in the USA).

For timings:

  • Domestic orders usually arrive between 1 to 4 business days after we have sent them out.
  • International orders usually arrive within 1-4 business weeks after we have sent them out.

Please note that these times are an estimation and orders may take longer depending on the country and any holdbacks such as the Covid-19 situation & current USA tariff mess.

Finally, please note that options other than "Premium" may not include home-delivery in all places:

  • The shipping company may contact you to arrange for you to pick up the package from them, so please make sure your contact information is accurate.
  • If you would like, once they contact you, you can inquire if home-delivery is an option (an additional fee may be asked of you, though).

Thank you for understanding we hope home-delivery will be available everywhere in the future. ♡

Countries we Don't Ship to

Countries not found in the drop-down menu upon check-out are the ones we currently don't ship to. Here are some alternatives you might want to consider:

1- Asking us if we can ship to your country as the list may not always be up to date!

2- Shopping from our second shop which has more countries!

3- Shipping to a proxy and then having them ship to you: This could be a friend you have in another country that we do ship to, or a proxy company!

    Custom Fees, Duties, Taxes, and Other Such Charges and Delays

    Kindly note that we do not take responsibility for any customs, duties, taxes and/or other fees that might incur after the order has been sent out by us (such as DHL fees or VAT if applicable in your country). Further, we are not responsible for delays due to such issues. Please keep an eye on your tracking number and pay those fees on time to avoid a return.


    Damages and Product issues

    Please inspect your order upon reception immediately and if an item is defective or damaged due to a mistake on our side, or if you received the wrong item or believe the item doesn't match its description or other such issues, you can reach out to us on hibahudastore@gmail.com with your order number and images of the problem -if applicable- and we will try to evaluate and sort your concern.

    Please note that this is not applicable to the errors expected in Grade B or C items since they are expected to include those defects as made clear in our grading policies and systems. 

    Delayed, Lost or Stolen Packages

    We are not responsible for any delayed, lost or stolen package after it has been shipped out. Once a package leaves our hands, we are no longer in control. Kindly use the tracking number provided to contact the post and follow up on the matter with them from your side.

    Sometimes, shipping may take a long time, particularly with situations such as the COVID-19 pandemic. Please be patient and note that we do not accept refunds due to delayed, lost or stolen packages as we are not responsible for such situations.

    Returned Packages

    On occasion, a package might be returned to us if it was not picked up from your side, you refused to pay the associated taxes/fees/etc, or for other reasons. In this case, we will attempt to contact you to resolve the issue. 

    We can resend a returned shipment if you:

    • Cover the reshipping fee.
    • Pay any other due fees such as the cost of return, if applicable.

    Alternatively, if you wish to not have it reshipped, we would:

    • Refund your order minus the first shipping fee and any other due fees such as the cost of return, if applicable.

    To try and avoid this, please keep an eye out on your email for the tracking number available with all shipping options and reach out if you do not receive one after the expected processing time as per this Shipping Policy and individual items' descriptions. This tracking number can help you see when your package has arrived at the destination country and, thus, if it is not delivered within a few days, you can contact the mailing service from your side to lower the chances of a return.

    Note

    Kindly note that we reserve the right to resolve requests on a case by case basis differently from this policy as we see fit sometimes. 

    Other Inquiries 

    Please get in touch at hibahudastore@gmail.com if you have questions or concerns about shipping that were not answered here.