Shipping policy
We are proud to offer international shipping services.
Fulfillment and Shipping Time
On depending on how much orders were made, it takes about 2-3 business days for your order to be ship (Excluding launch days). The estimated delivery time depends on chosen delivery option, order dimension and destination of delivery. Our delivery times are always without guarantee.
Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions, chosen delivery option and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
International Delivery
We are proud to offer international shipping services. However, there are some locations we are unable to ship to because of Transit restrictions. If you happen to be from one of those countries we will contact you.
Please note the customs authority in your country may require a payment of duty or tax before you receive your package. Because of legal restrictions or shipping carrier limitations we are not shipping to every country. For now ILHEMENT isn't available in and doesn't ship to: Cuba, Iran, Crimea, Syria, and North Korea. This list may change periodically. We're available to all other countries and ship internationally.
Shipping Partners
Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
Wrong Delivery Address
Either the order will be delivered to the wrong address (on customer expenses) or the order will be returned to our facilities and you will have 2 weeks time to report and get the order resend to your right address. Customers will be required to prepay the reshipping. Otherwise unclaimed, not longer wanted or not clarified returns, WILL be booked back in stock and resold.
Missed delivery
When you are not at home at delivery time or don't pick up your order in the time-limit at your supplier pick-up-station. You will have 2 weeks time to report and get the order resend to your address. Customers will be required to prepay the reshipping. Otherwise unclaimed, not longer wanted or not clarified returns, get resold after 2 weeks.
Items Out Of Stock
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy, and we will not be able to fulfill all your items at time of purchase. In this instance, we will contact you about whether you would prefer another product of our range or if you would prefer for us to process a refund for the products which are not available.
Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. Please note delivery times change or can take longer than expected due public holidays like Christmas or in crisis like COVID19. A delay in delivery does not entitle the contract to be canceled. Claims for damages are excluded. our delivery dates are always without guarantee.
Parcels Damaged In Transit
If something arrives damaged (packaging and wet items inside are not included), send a photo of the damaged goods via e-Mail. Read how you do a warranty report in our refund policy. Based on the situation we'll contact the carrier. However, we wont pay for the costs ourselves.
Sales Tax
We are not vat registered. We do not charge vat/taxes. Free of tax obligation are sole proprietorship with a less sales revenue national/international than a 100'000.- in a year (CH - BG - MWSTG Art. 10 Abs. 2a) law of Switzerland.
Import Duties & Taxes
Please notice we are shipping from international locations, so you might have to pay handling and/or custom fees upon delivery. Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and undefined encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to undefined at the customers expense, and the customer will not receive any refund. Otherwise unclaimed, not longer wanted or not clarified returns, get resold after 2 weeks.
Cancellations
Cancellation is only possible if your order has not yet been placed and processed. If an order has already been dispatched, please refer to our refund policy. A withdrawal from the purchase contract is then no longer possible, the customer is commit to buy.
Insurance
There is no insurance on shipments. We haven't found this to be necessary as we will replace or refund (based on situation) the package if it is damaged or lost in transit. The only time we won't replace it or do a refund is if it's been marked as delivered. Then we are trusting the carrier did successfully deliver the product.
Process for parcel lost in-transit
For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. Based on the situation we'll contact the carrier. However, we wont pay for the costs ourselves.
We may ask for your help before doing that, like confirming that the shipping address was correct and you also already got in touch with the local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and not reship that order.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Contact us
For more information about our shipping policy, if you have questions, or if you would like to make a complaint, please contact us by using our contact form.
Last updated: 05.03.2022 03:01 PM