Delivery & Returns

Delivery

1.1          HiyaHiya Europe exercises the utmost diligence in accepting and processing orders and will endeavour to deliver your order to the address supplied by you, in accordance with your selected delivery option. Unfortunately, we are unable to deliver to PO boxes and mail forwarding companies.

1.2          Before you place your order, you will be informed of the expected delivery details. Delivery cost is calculated online via a third-party provider, at the point of ordering, according to the package size and weight of your order and the destination it is to be sent to. All prices quoted for shipping are excluding VAT, which will be applied to your cart if applicable.

1.3          You must check that the order details are correct, prior to confirming and making full payment. Orders will be despatched via your chosen shipping method on receipt of your full cleared payment. You will not be able to choose your courier when there is a free shipping offer. Refer to Clause 11.9.

1.4          The Goods will be delivered to you at the address you provided during the order process. All addresses should be business and not personal addresses. If the Goods are not being accepted at the address as stated on your invoice, then HiyaHiya Europe accepts no responsibility for any costs, damages or lost Goods that may occur. The retailer will be liable to pay any incurred costs, including customs and additional shipping charges which are beyond HiyaHiya Europe’s control.

1.5          HiyaHiya Europe endeavours to dispatch orders in the fastest possible time (usually within 48 hours during weekdays) and in the order in which they are placed. We aim to deliver to UK addresses within 2 to 3 days, following payment of an order, unless otherwise agreed. Please allow for an extra 5-14 working days for deliveries to Europe and the rest of the world. Though we aim to deliver within the communicated time frame, delivery may take longer due to unexpected events outside of our control including Brexit and the Coronavirus pandemic.

1.6          Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation with your expected delivery details. Any dates quoted for standard delivery services are approximate. We shall not be liable for any delay in delivering the Goods, however caused. Current conditions, including Brexit and the Coronavirus pandemic, may mean a longer delivery time for the couriers. This is out of our control, but we will do all we can to help track and resolve any issues, where possible.

1.7         Estimated delivery times are to be used as a guide only and commence from the date of dispatch. We cannot guarantee an exact delivery date and your goods may take longer if they are to be dispatched to an address outside of the UK. The courier option you chose will endeavour to dispatch your order as quickly as possible, but we cannot be held responsible for delays as a result of remote delivery locations, weather conditions, custom procedures in your country or even delays due to the pandemic. If your order does not arrive by the scheduled date, please contact the Customer Service Team via email [email protected] and we will work hard to liaise with the courier.

1.8          We use professional carriers. Nevertheless, you must examine the Goods on arrival and report any damage, missing or incorrect items within 14 working days.

1.9          All Goods being sent to the Russian Federation (as well as other countries outside the EU at the company’s discretion) will be sent via Royal Mail unless the company has a registered business address. If the retailer’s order weighs more than 2kg, the order may be shipped in separate parcels for insurance purposes and additional postage costs may apply. The additional costs will have to be paid before the order is sent. If the company is registered and has a business address, then the order can be sent via courier.

1.10          Any problems encountered at customs as a result of lack of proper business documentation is not the responsibility of HiyaHiya Europe. We always abide by customs’ requirement when it comes to commercial invoices on packages. We will always send retailers their invoice to check before an order is shipped. Once the invoice, including the shipping address, billing address and shipping method is approved by the retailer, it is their responsibility to ensure that duties are paid, and customs regulations are met. If duties are left unpaid, HiyaHiya Europe will not ask for Goods to be returned to the UK as it is the retailer’s responsibility to receive the Goods.

1.11          Customers outside of the UK are responsible for payment of all import duties and/or additional taxes or expenses incurred on their order, in compliance with foreign regulatory requirements and laws. These charges are in addition to our price, VAT (where applicable) and the cost of delivery. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office or taxation authority for further information before placing your order. Failure to pay these duties and taxes to your local customs could mean your order will either be returned to us or destroyed by the customs authorities. You will be liable for all charges in connection to this. 

  • If your parcel is returned to us, we will deduct all of these charges before submitting a refund, if applicable. You may have to pay additional deliver costs if you would like us to redeliver your order. 
  • We will not be held liable should your parcel be held or destroyed by the custom authorities. Under these circumstances, no refund will be due, with no exceptions.
  • If your parcel is returned to us, we will deduct all of these charges before submitting a refund, if applicable. You may have to pay additional deliver costs if you would like us to redeliver your order. 
  • We will not be held liable should your parcel be held or destroyed by the custom authorities. Under these circumstances, no refund will be due, with no exceptions.

2. Orders outside the UK

2.1          Goods ordered from the Website for delivery outside the United Kingdom may be subject to import duties and/or additional taxes or expenses incurred due to complying with foreign regulatory requirements or laws. These charges are in addition to our price, VAT (where applicable) and the cost of delivery. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office or taxation authority for further information before placing your order. Failure to pay these duties and taxes to your local customs could mean your order will either be returned to us or destroyed by the customs authorities. You will be liable for all charges in connection to this. 

2.2          Please note that when shipping products internationally, you should be aware that cross-border shipments are subject to opening and inspection by customs authorities. Please also note that you must comply with all applicable laws and regulations of the country for which the Goods are destined. We will not be liable for any breach by you of any such laws.

2.3          Please allow for an extra 5-14 working days for deliveries to Europe and the rest of the world, although custom clearance in the destination country may result in longer delays which is completely out of our control. Though we aim to deliver within the communicated time frame, delivery may take longer due to unexpected events outside of our control including Brexit and the Coronavirus pandemic. Any dates quoted for standard delivery services are approximate. We shall not be liable for any delay in delivering the Goods, however caused.

3. Returns

3.1          Please refer to Clause 8 and 9 of our Terms and Conditions page for full explanation in the first instance.

3.2          In order to claim a refund or replacement item please send us a cancellation notice as soon as you become aware of a problem and no later than seven (7) working days after receipt or the fault developing by email to [email protected]. If requested, you must complete our Product Replacement Request Form.

3.3          Your cancellation notice must quote your name, address, the name or a description of the faulty/damaged Good(s), a brief description of the problem, fault or damage and your order reference number along with supporting documentation(s) highlighting the fault/damage clearly.

3.4          Upon receiving your cancellation notice, we will contact you and provide details of where you can return the Goods if applicable, and other relevant instructions. You must then immediately return the Goods to us, if applicable. We reserve the right, at our option, to collect the Goods from you. If we wish to collect the Goods we will notify you of when they will be collected by us.

3.5          It is your responsibility to ensure you pack the Good(s) securely and choose the safest and most secure delivery method (for example, utilising a tracked and/or signed for service) to return the items to us. We will not accept any responsibility for any missing parcel(s) that has not reached us. Proof of postage is not proof of receipt.

3.6          All item(s) are to be addressed to our returns department at: Returns Department HiyaHiya Europe 3 Javelin Road, Norwich, Norfolk, NR6 6HP United Kingdom

3.7          Once we’ve agreed on the issue being raised and all the criteria has been satisfied, any sum debited to us will be refunded as a store credit to your account or to your payment method and in any event within ten working days.

3.8          We reserve the right to not accept any returns/exchange requests for any item(s) which may have developed fault that is over a three-month’s period of when the respective order was placed.

HHE/TC0321 Updated: March 11, 2021