Shipping policy

Shipping Policy

Last Updated: August 2026

Thank you for choosing Eco Shop and Eco Lifestyle Store. This Shipping Policy (the "Policy") explains how we handle order shipping, delivery, and related matters. By placing an order, you agree to the terms of this Policy.

This Policy should be read together with our Terms of Service, Returns & Refund Policy, and Privacy Policy.

1. Processing Time

· After order confirmation, we will process your order within 1-3 business days (excluding weekends and public holidays).
· Processing time includes order verification, packaging, and quality inspection.
· During peak seasons (e.g., holidays), processing time may be extended. We will make our best efforts to notify you.
· If order information is incomplete or requires further verification, processing time may be extended.

Please note: If your order contains pre-order items or items that need to be sourced from suppliers, processing time may be extended to 5-7 business days.

2. Shipping Methods & Delivery Times

We partner with a professional logistics network (dropshipping fulfilment partners) to provide global shipping services. All orders are shipped from our partner warehouses with full tracking provided.

Standard Shipping (United Kingdom) :

· UK local warehouse: 3-5 business days
· Overseas warehouse: 8-17 business days

Standard Shipping (Europe) :

· Europe local warehouse: 3-7 business days
· Overseas warehouse: 10-20 business days

International Shipping (Other Regions) :

· Delivery times vary by destination, typically within 10-25 business days.

Important Note:

· Delivery times are estimates only. Actual delivery may be delayed due to customs clearance, local postal services, weather conditions, and holidays.
· Orders shipped from overseas warehouses may experience extended delivery times due to international transport and destination country customs policies.
· We recommend that you review the import duties and customs clearance policies of your destination country before placing an order to avoid unnecessary delays.

3. Shipping Costs

· Shipping costs will be calculated and displayed at checkout based on your order weight, dimensions, and destination.
· We periodically offer free shipping promotions, subject to the terms displayed at checkout.
· For detailed shipping cost estimates, you may use the shipping cost calculator provided at checkout.

Please note: International orders may incur import duties, taxes, and customs clearance fees, which are the responsibility of the buyer. We do not pay any additional fees imposed by the customs authority of the destination country. If you have any questions, we recommend contacting your local customs office before purchasing.

4. Order Tracking

· Once your order is shipped, you will receive a dispatch confirmation email containing a tracking number.
· You can use this tracking number on the carrier's website to check delivery progress.
· If tracking shows "Delivered" but you have not received your package, please contact your local post office or carrier for inquiry.

5. Undelivered or Unclaimed Packages

· If a package cannot be delivered for the following reasons—incorrect address, no one available to sign, refused delivery, or not picked up in time—the local carrier will attempt delivery 1-3 times.
· After failed delivery attempts, the package will be held at the local post office for 3-7 days, and the buyer must pick it up in person.
· If the buyer fails to pick up the package within the storage period, it will be returned to the sender, and any additional costs incurred will be borne by the buyer.
· If a package is lost or returned due to an incorrect address provided by the buyer, neither we nor our logistics partners will be held responsible.

6. Damaged or Lost in Transit

Damage:

· If a package is severely damaged in transit (affecting normal product functionality), we will provide a full refund or resend.
· If a package is partially damaged (minor scratches, slight wrinkles, small scuffs that do not affect product functionality), we may offer a partial refund or resend.
· For damaged outer packaging caused by international long-distance shipping, we are unable to offer refunds or after-sales services.
· If you receive a damaged item, please contact us within 30 days of receipt and provide photos of the damage.

Lost:

· If a package is lost in transit (tracking shows "In Transit" or "Pending" status for more than 45-60 days), we will assist you in filing a claim with the carrier.
· Claim periods may vary by destination. Please contact us promptly for assistance.

7. Address Changes

· You may contact us to change the shipping address before your order is dispatched.
· Once your order has been dispatched, we cannot change the shipping address. Any loss caused by incorrect or changed addresses shall be the responsibility of the buyer.

8. Incorrect or Missing Items

If you receive items that do not match your order or are missing parts:

· If you receive a completely incorrect item, we will provide a full refund or resend.
· If the colour or size is incorrect but does not affect product functionality, we will offer a partial refund or resend after you provide supporting evidence (photos and description).
· If missing parts do not affect functionality, we may offer a partial refund or resend the missing parts; if missing parts affect functionality, we will resend the entire product.
· Please contact us within 30 days of receipt with supporting evidence (photos and description).

9. Order Cancellations

· You may cancel your order at any time before the warehouse begins processing it and receive a full refund.
· Customised items, pre-order items, and special orders (e.g., video/photo shoots) cannot be cancelled once payment is made.

10. Contact Us

If you have any questions about this Shipping Policy, please contact us:

📧 Email: [eco@hkeco.co]
📱 Response Time: We aim to respond to all enquiries within 24 hours (Monday to Friday).

Policy Last Updated: August 2026