Order processing time

Orders are generally prepared for shipment within 2–5 business days after payment is confirmed. Business days are Monday through Friday, excluding public holidays. Order preparation includes payment verification, product checks, protective packing, and handoff to the carrier.

The preparation period is separate from the delivery transit estimate. Orders placed on weekends or public holidays begin processing on the next business day.

If an order requires additional verification or an item is temporarily unavailable, processing may take longer. If this affects your order, our customer care team will contact you using the details provided at checkout.

Estimated delivery time

After dispatch, standard delivery is estimated to take 7–15 business days. This is an estimate, not a guaranteed delivery date. Actual transit time may vary based on the destination, carrier operations, customs inspection, weather, and other events outside our control.

The estimated delivery period begins when the carrier receives the parcel, not when the order is placed. The total time from checkout to delivery therefore includes both order preparation and transit.

Delivery estimates may differ for remote areas, military addresses, islands, or locations that require additional carrier handling. Any delivery estimate shown at checkout or in an order confirmation should be read together with this policy.

Shipping destinations and availability

Available shipping destinations and delivery options are displayed during checkout based on the shipping address entered. If checkout does not accept your address, we are currently unable to confirm delivery to that location through the available shipping options.

Customers are responsible for entering a complete and deliverable address, including apartment, unit, building, postal code, and recipient details where applicable. Hazelem™ is not responsible for a delay or failed delivery caused by incomplete or inaccurate address information supplied at checkout.

Shipping charges

Any shipping charge applicable to your order is shown at checkout before payment is submitted. The charge may depend on the destination, selected delivery service, order contents, and other factors presented during checkout.

Unless a promotion or checkout display expressly states otherwise, shipping charges are separate from product prices. Expedited or special delivery options, when offered, may have additional charges.

Order confirmation and tracking

After an order is placed, an order confirmation is sent to the email address entered at checkout. Once the order has been handed to the carrier and tracking information becomes available, tracking details will be sent to that email address.

Tracking information may take time to show its first scan after dispatch. Carrier systems do not always update immediately, so a short period without a new scan does not necessarily mean that the parcel has stopped moving.

Please check your spam or junk folder if you cannot find an order or shipping email. If tracking information remains unavailable after dispatch, contact customer care with your order number.

Shipping fragile and decorative products

Hazelem™ products include decorative objects and home accents that may have shaped edges, applied finishes, detachable parts, or delicate components. Orders are packed with protective materials intended to reduce movement and help protect the item during ordinary shipping handling.

On delivery, inspect the outer package and product as soon as reasonably possible. If the package or item appears damaged, photograph the parcel, shipping label, packaging materials, and product before discarding or altering anything. Send the photos and your order number to customer care so we can review the issue.

Customs duties, taxes, and import charges

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. These charges are determined by local authorities and are the responsibility of the customer unless checkout expressly states that they are included or prepaid.

Customs processing may add time to delivery. Hazelem™ does not control customs decisions or the time required for inspection and clearance.

If a recipient declines to pay charges assessed by the destination country or refuses delivery, the parcel may be delayed, returned, or abandoned by the carrier. Any resulting costs or refund eligibility will be reviewed in accordance with applicable law and the circumstances of the shipment.

Address changes and order cancellations

If you need to correct a shipping address or cancel an order, contact us as soon as possible and include your order number. We can attempt a change only while the order has not entered fulfillment or been handed to the carrier.

Once the parcel has been processed for dispatch or shipped, we may not be able to change the address, stop delivery, or cancel the order. Carrier rerouting, if available, is controlled by the carrier and may involve additional charges.

Please review the delivery address carefully before completing checkout. If an order is returned because the address was incomplete or incorrect, additional shipping charges may apply before it can be sent again.

Delivery attempts and uncollected parcels

The carrier may make one or more delivery attempts or leave instructions for pickup, depending on the destination and its procedures. Please follow the carrier's notices and collect the parcel within the period stated by the carrier.

If delivery cannot be completed because no one is available, the address is inaccessible, or the parcel is not collected, the carrier may return it to the sender. If a parcel is returned for these reasons, contact us with your order number. Any reshipment, additional shipping charge, or refund will be reviewed based on the carrier's records and applicable law.

Delayed, missing, or stalled shipments

If a shipment appears delayed, first review the most recent carrier tracking updates. Weather, peak shipping periods, customs inspections, address issues, and carrier network disruptions may affect transit time.

If tracking has not updated for several business days or the estimated delivery period has passed, contact us with your order number and tracking details. We will review the shipment information and advise you of the next steps.

A delay alone does not confirm that a parcel is lost. Where necessary, the carrier may need to complete a trace or investigation before a final resolution can be determined.

Packages marked as delivered

If tracking shows “delivered” but you cannot locate the parcel, check the delivery area, mailbox, parcel room, and other locations where the carrier may leave packages. Ask household members, neighbors, or building staff whether they accepted it, and review any delivery photo or carrier note if available.

If you still cannot locate the parcel, contact the carrier and notify Hazelem™ customer care with your order number and tracking details. We will review the information available. A delivery scan by itself does not automatically establish eligibility for a replacement or refund.

Damaged, incorrect, or incomplete deliveries

If your order arrives damaged, contains the wrong product, or appears to be missing an item, contact customer care as soon as reasonably possible. Include your order number and clear photos of the product, shipping carton, shipping label, and internal packaging where relevant.

Keep the item and packaging while the report is reviewed. Do not discard, repair, or return the product before receiving instructions. We will review the report and explain the next steps under our Return & Refund Policy and applicable law.

Events outside our control

Delivery may be affected by events beyond our reasonable control, including severe weather, natural events, public emergencies, customs actions, labor disruptions, transportation interruptions, or carrier service changes. When such an event affects an order, the carrier's delivery estimate may change.

If you believe an external event has significantly affected your shipment, contact us with your order number. We will review the available tracking information and share any relevant updates.

Contact information

For questions about order processing, tracking, delivery, or a shipment issue, contact Hazelem™ customer care. Include your order number in your message.