Shipping Policy

CONFIRMATION EMAILS

After your order is placed and paid for successfully, you will receive three different confirmation emails during the entire fulfillment process.

  • ORDER CONFIRMATION

    After you place your order, you will receive an email with your order details and delivery information. Please double-check your address information, such as country, street number, company name, and unit number, and contact us as soon as possible if you notice any mistakes. If you haven't received the confirmation email within 24 hours, please check your spam folder before contacting us.

  • SHIPPING CONFIRMATION

    You will receive a shipping notification email with a tracking number once your order has shipped out.

  • DELIVERY CONFIRMATION

    You will receive a delivery notification email once your order has been delivered.

CUSTOMIZED PRODUCTS

Due to the custom nature of our scratch post products, it takes a bit of time to personalize and build your order from the moment you place it.

All orders generally take 5 working days to be created and shipped. This can increase slightly during sales periods.

ORDER SHIPPING

Total Delivery Time = Processing Time + Shipping Time

All estimated delivery times is based on actual data gathered from past purchases. Please use these approximate timings as a reference only.

  • Processing The day you place your purchase is when the processing time starts. Order processing usually takes 1-3 business days. Customized product usually takes 5 days to be created and shipped. However, at times of high demand (holiday seasons, big sales, etc.), it may take longer. Your order will be dispatched as soon as it has been processed.

  • Shipping

    Express delivery areas: Global

    Shipping logistics providers: DHL, UPS, TNT, FedEX, Wanb, EMS, YunExpress, Yanwen

    We provide two shipping methods, as described below in detail:

    SHIPPING METHOD SHIPPING TIME SHIPPING COSTS
    Standard Shipping Within 7–20 working days £20 (Free shipping on order value above £50)
    Express Shipping Within 3–10 working days £30

Delivery times may extend during periods of high demand or when customs is inspecting your package. In the event of any unusual circumstances, it could be postponed for five working days. Even though we make every effort to fulfill your purchase on schedule, we are not responsible for any delay or failure to deliver deliveries caused by circumstances beyond of our control.

ORDER TRACKING

Once your order has been successfully placed, you will receive an order confirmation email to confirm your order details.

Once your item ships, you will receive a Shipment Confirmation email with your order number, the carrier's information, the date and time the order was placed, the order’s status, and package tracking numbers for products that have shipped. You can track your package on the carrier's official website after 24 hours. It can take a few days following the order shipment before the tracking number becomes active on the courier's system. If the information is not available, please try again later. You can also review your order status by logging into hooluxe.com and clicking ‘Track My Order’ in the footer at the same time. Please be assured that the estimated delivery time remains true regardless of tracking site updates.

Once your parcel arrives in your country, your local postal services take over. This means you'll be able to track your parcel on your local postal service's website with the same tracking number. If the tracking shows that the parcel couldn't be delivered for any reason, please contact your local post office first to get further details. Since they are handling your parcel, they would be able to give you information that we don't have.

If you have any trouble tracking your package, please email customer@hooluxe.com. We would be happy to help you out!

PLEASE NOTE

  • Our customers are not required to pay any import taxes, levies, or VAT (Value Added Tax). However, some limited countries (especially major European countries such as Germany, Italy, the United Kingdom, and Canada, among others) may be required to pay customs or VAT in accordance with your country's levying procedures.
  • When encountering the case of a force majeure, the order processing will be delayed. However, it is ensured that your order will be processed quickly when the weather permits.
  • The address you provided at checkout will be the delivery address for your order. Any package returned to us due to an incorrect or incomplete address will be re-shipped at your expense.
  • If there is not a quality issue regarding the returned product, you are responsible for covering the shipping fee.

For further inquiries,

If you have any further questions, please contact our customer service via email at customer@hooluxe.com.