Shipping policy

HIYA LONDON

Terms & Conditions — Shipping, Customs & Deliveries

By placing an order on our website, you agree to the following Terms & Conditions, subject to your applicable statutory consumer rights.

Please read these terms carefully before completing your purchase.

1. International Customs Duties, Taxes & Import Fees

HIYA LONDON is a UK-based business shipping to customers worldwide.

IMPORTANT: CUSTOMS DUTIES, IMPORT TAXES AND CLEARANCE FEES ARE IMPOSED BY GOVERNMENTS, CUSTOMS AUTHORITIES AND SHIPPING CARRIERS. THEY ARE NOT CHARGES CREATED OR CONTROLLED BY HIYA LONDON.

International orders may be subject to:

  • Import customs duties and tariffs
  • Import VAT, sales taxes or other applicable taxes
  • Customs clearance and processing fees
  • Courier administration and disbursement fees
  • Additional import-related charges required by the destination country

Unless expressly stated otherwise at checkout, applicable import charges are not included in our product prices or shipping fees.

Where import charges are lawfully payable by the recipient under the applicable shipping arrangements, the customer is responsible for settling them.

HIYA LONDON cannot predict or guarantee the exact amount of customs charges, as these are determined by the relevant authorities and carriers.

Customers are strongly advised to check their country’s import regulations before purchasing.

2. Important Notice for European Union Customers

EU CUSTOMS REGULATIONS — EFFECTIVE 1 JULY 2026

The European Union introduced a €3 customs duty on qualifying low-value imports entering the EU from countries outside the European Union, including the United Kingdom.

This duty generally applies per applicable customs tariff category to qualifying goods valued at €150 or less, rather than necessarily once per parcel.

THIS IS A EUROPEAN UNION CUSTOMS REGULATION. IT IS NOT A HIYA LONDON POLICY OR AN ADDITIONAL CHARGE CREATED BY OUR BUSINESS.

Additional import VAT, courier processing charges and other legally applicable fees may also arise.

The person legally responsible for paying the €3 duty depends on the applicable customs and shipping arrangements. Customers will only be required to pay charges allocated to them under those arrangements and applicable law.

HIYA LONDON does not determine government customs rates or retain government customs duty payments.

3. Accurate Shipping Address & Contact Information

Customers are responsible for providing complete and accurate information at checkout, including:

  • Full recipient name
  • Correct street address and property number
  • Apartment, building or floor details where applicable
  • Correct postcode, city and country
  • Valid telephone number with international dialling code
  • Correct and accessible email address

HIYA LONDON uses the delivery information supplied by customers when preparing shipments.

Customers must notify us promptly if they notice an error.

Once an order has been dispatched, changes to the delivery address cannot be guaranteed.

Where an incorrect or incomplete address supplied by the customer causes a failed delivery, return or additional courier charges, the customer may be responsible for reasonable, evidenced and legally recoverable additional costs.

HIYA LONDON remains responsible for errors made by us or our delivery partners where required by law.

4. Customs Clearance & Customer Cooperation

International customers must cooperate with legitimate customs clearance and courier requirements.

This may include:

  • Paying applicable import charges allocated to the recipient
  • Providing identification or customs information where legally required
  • Responding to courier emails, calls or messages
  • Confirming delivery instructions
  • Supplying missing information needed for import clearance

Failure to cooperate may result in delivery delays, additional charges, returned shipments or disposal under applicable carrier procedures.

Customers should communicate directly with the shipping carrier or relevant customs authority regarding payment requests and clearance procedures.

5. Refused, Unclaimed or Undeliverable Parcels

If a customer refuses a delivery, declines to pay legitimate recipient-payable customs charges or fails to collect a parcel, the shipment may be returned to the sender or handled according to the carrier’s procedures.

Depending on the circumstances, additional charges may arise, including:

  • Return shipping fees
  • Customs storage charges
  • Courier administration fees
  • Redelivery fees
  • Other reasonable costs directly resulting from the customer’s actions or omissions

Where permitted by applicable law, reasonable and evidenced costs may be charged to the customer or deducted from a refund.

Refusing delivery or customs charges does not automatically cancel an order or guarantee a full refund.

However, nothing in this clause removes the customer’s statutory cancellation, refund or other consumer rights.

6. Shipping Times & Delivery Delays

All shipping and delivery estimates are provided in good faith.

International orders may experience delays caused by customs inspections, border controls, public holidays, severe weather or carrier disruptions.

HIYA LONDON cannot guarantee customs clearance times.

Delivery obligations and customer remedies remain subject to applicable consumer protection laws.

7. Lost, Damaged or Incorrectly Delivered Orders

If an order is lost, damaged or incorrectly delivered, the circumstances will be investigated with the shipping carrier.

Where HIYA LONDON is legally responsible, customers will receive the appropriate remedy under applicable consumer protection laws.

Dispatching an order does not automatically transfer all delivery risk to the customer.

8. Incorrect Customs Declarations or Courier Charges

HIYA LONDON prepares commercial invoices and customs documentation using the relevant order and product information.

Customers are responsible for communicating directly with the relevant courier or customs authority regarding customs assessments, payment requests and disputes.

Customs charges are determined by the relevant authorities and carriers, not by HIYA LONDON.

Where an additional charge results from an incorrect declaration made by HIYA LONDON, responsibility will be determined in accordance with applicable law.

9. Order Acceptance & Customer Acknowledgement

Before completing a purchase, customers are asked to acknowledge that:

  • They have reviewed HIYA LONDON’s Terms & Conditions.
  • They understand that international shipments may incur additional government and courier charges.
  • They understand that such charges are not determined by HIYA LONDON.
  • They are responsible for providing accurate delivery and contact details.
  • They may be responsible for reasonable additional costs caused by their own incorrect information, refusal of delivery or failure to cooperate with customs, where legally permitted.
  • They understand that international delivery estimates may be affected by customs clearance.

10. Consumer Rights & Applicable Law

These Terms & Conditions are governed by the laws of England and Wales, subject to mandatory consumer protections applicable in the customer’s country of residence.

Nothing in these terms excludes, restricts or overrides statutory consumer rights that cannot lawfully be excluded.

If any provision is found unenforceable, the remaining provisions will continue to apply where legally permissible.

HIYA LONDON LTD
United Kingdom

Customer enquiries: Please use the contact information published on our official website.