Politique d’expédition
Shipping Policy
At Home Twist (UK) Ltd., we are committed to providing you with efficient and reliable shipping services. This Shipping Policy outlines how we handle the shipping of products purchased from our website, including processing times, carriers used, tracking, and responsibilities.
Shipping Locations
We ship orders from two primary locations:
-
Maidstone, United Kingdom
- Address: 12 Peacock Mews, Maidstone, Kent, ME16 0AW, United Kingdom
- Carrier: Royal Mail
-
Istanbul, Turkey
- Address: Atatürk Mah. Hilal Sok. No:10/6, Ümraniye, Istanbul, 34764, Turkey
- Carriers: DHL eCommerce, UPS, FedEx
Processing Time
- Standard Products: Orders are processed within 1-3 business days.
- Customized Products: Orders requiring customization are processed within 3-5 business days.
Please note that processing times are separate from shipping times.
Shipping Methods & Carriers
- From the UK: We use Royal Mail for all shipments.
- From Turkey: We use DHL eCommerce, UPS, and FedEx.
Important Note: UPS and FedEx do not deliver to PO Boxes. If you require delivery to a PO Box, please choose DHL eCommerce or Royal Mail, or contact us with your preferences at the time of order.
Shipping Costs
Shipping costs are calculated based on the weight, dimensions, and destination of your order. You will see the final shipping cost at checkout.
Order Tracking
All shipments are fully trackable. Once your order has been shipped, you will receive a tracking number via email, allowing you to monitor the status and location of your package.
Customs Duties & Taxes
Buyers are responsible for any customs duties, taxes, or import fees that may apply upon the arrival of their order in their country. We recommend contacting your local customs office for further information regarding these charges.
Lost, Damaged, or Delayed Shipments
- Lost Packages: If your package is lost in transit, please contact us immediately, and we will work with the carrier to resolve the issue.
- Damaged Items: Should your item arrive damaged, please take photos and contact us within 48 hours of receiving the package. We will assist in arranging a replacement or refund.
- Delayed Shipments: Delivery times may vary based on the shipping method and destination. If your shipment is significantly delayed, please reach out to us for assistance.
Local Delivery & Pickup
Delivery companies may offer local delivery or pickup options once your parcel has been shipped. Please refer to the carrier's tracking information for more details on these options.
Contact Information
If you have any questions or need assistance with your order, please contact us at info@hometwist.co.uk.