1. Shipping Information
Hempcoasterly supplies cotton and linen placemat and coaster sets to customers in Europe. Orders are dispatched from Canada and may be transported by established carriers, including DHL, FedEx and UPS Priority services, depending on the destination and service availability.
Dispatch Address:
XXX
Customers are responsible for providing complete and accurate delivery details when placing an order. Incorrect or incomplete addresses may result in delivery delays or additional handling requirements.
2. Order Processing and Delivery Estimates
Orders are prepared for dispatch after the order details and payment have been processed.
The estimated transit time is 5–12 business days from dispatch. This estimate excludes the time required to prepare an order before dispatch and may be affected by the destination, carrier operations, public holidays, customs procedures or other circumstances affecting the transport network.
The stated delivery period is an estimate rather than a fixed delivery appointment. Customers should refer to the tracking information supplied for the latest available updates.
3. Shipment Tracking and Notifications
Hempcoasterly sends shipment-tracking emails to the email address provided at checkout when tracking information becomes available and at key stages of the delivery process, where supported by the carrier. These updates may include:
- Order dispatch;
- Arrival at a carrier facility or sorting location;
- Arrival within the destination delivery network;
- Local delivery or an out-for-delivery update; and
- Other significant tracking events made available by the carrier.
The timing and frequency of tracking updates depend on the carrier’s scanning and reporting procedures. Customers should check their inbox and spam or junk folders if an expected notification cannot be found.
Customers are encouraged to contact coast@hempcoasterly.com if tracking information has not changed for an extended period or if assistance is required.
4. Delayed or Missing Shipments
If an order has not arrived within the estimated transit period, customers may contact us at coast@hempcoasterly.com, providing their order number and any relevant tracking details.
Hempcoasterly will review the available shipment information and, where appropriate, open an enquiry with the carrier. Following the investigation and assessment of the circumstances, we may arrange a replacement shipment or issue a full refund where appropriate.
Where mandatory consumer law requires a particular remedy, including a remedy for non-delivery, that legal entitlement will take precedence over any discretionary resolution described in this policy.
Customers are encouraged to notify us promptly of delivery concerns so that the matter can be reviewed without unnecessary delay.
5. Delivery Address and Receipt
Customers should check their delivery address carefully before completing an order. If an address needs to be amended after dispatch, we will review whether the requested change can be accommodated through the carrier.
Delivery changes may not be possible once a shipment has entered the carrier’s delivery network. Any additional charges arising from a customer-requested address change will be communicated before being applied, where applicable.
If a delivery attempt is unsuccessful, customers should follow the carrier’s instructions concerning redelivery, collection or further delivery arrangements.
6. Customs and Import Procedures
Shipments entering European destinations from Canada may be subject to customs procedures, import charges, VAT or other amounts imposed under applicable local law.
Where such charges apply, responsibility for payment will depend on the delivery terms displayed at checkout and the laws applicable to the order. Any charges payable by the customer should be reviewed before completing the purchase.
Customs processing may affect the estimated delivery period. Customers should respond promptly to any lawful request for information or payment issued by the relevant customs authority or carrier.
7. Delivery Issues and Damaged Parcels
If a parcel arrives with visible external damage, or if an order appears to be incomplete, customers should contact coast@hempcoasterly.com and provide the order number, a description of the issue and relevant photographs where available.
We will review the information and determine an appropriate resolution in accordance with the circumstances and applicable consumer law. Depending on the case, this may include a replacement or refund.
Nothing in this section limits statutory rights relating to goods that are damaged, missing or not delivered as required by applicable law.
8. Cancellations and Changes Before Dispatch
Customers who wish to cancel an order or amend their delivery details should contact us as soon as possible at coast@hempcoasterly.com.
A requested change may be accommodated if the order has not yet been dispatched and the relevant details can still be amended. Once dispatch has taken place, cancellation or address changes may be subject to the carrier’s procedures and the applicable returns policy.
The cancellation and withdrawal rights available under applicable Canadian or European consumer law remain unaffected.
9. Contact Information
For questions about shipping, tracking, delayed orders or delivery arrangements, please contact:
Brand: Hempcoasterly
Email: coast@hempcoasterly.com
Website: www.hempcoasterly.com
Dispatch Address: XXX
We aim to respond to customer enquiries within 24 working hours. Resolution times may vary where an investigation with a carrier or another relevant party is required.
10. Applicable Consumer Rights
This Shipping Policy is intended to be read alongside our Terms and Conditions, Returns and Refunds Policy and other applicable website policies.
Nothing in this policy excludes or restricts any consumer right that cannot lawfully be excluded or restricted under applicable Canadian law or the mandatory consumer protection laws of the customer’s country in Europe.
Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.