Shipping policy

1. Overview

Welcome to Hyanup.

At Hyanup, we aim to provide a reliable, transparent, and convenient shopping experience for customers purchasing women's clothing and everyday fashion essentials.

This Shipping Policy explains how orders are processed, shipped, tracked, and delivered when you purchase products through our online store.

By placing an order on our website, you acknowledge that you have reviewed this policy. Please contact our customer service team if you have any questions about shipping before or after placing an order.

2. Order Processing

Orders are processed after payment has been successfully authorized and received.

Order processing includes order verification, inventory confirmation, packaging, and preparation for shipment.

Our standard order processing time is typically 1–3 business days, unless otherwise stated on the relevant product page or at checkout.

Processing times may vary due to product availability, order volume, public holidays, seasonal demand, or other operational circumstances.

During periods of increased demand, additional processing time may be required. We will make reasonable efforts to process orders as promptly as possible.

Once your order has been shipped, tracking information will be provided when available.

Please note that order processing time is separate from shipping and delivery time.

3. Shipping Destinations

Hyanup ships to eligible destinations supported by our online store and available shipping partners.

Available destinations may vary depending on the product, carrier coverage, and applicable shipping restrictions.

Please ensure that your shipping address is complete and accurate when placing your order.

If we are unable to ship to your selected destination or fulfill your order, we will contact you to discuss an appropriate resolution in accordance with applicable law.

4. Shipping Methods and Delivery Estimates

Available shipping methods and estimated delivery times, where provided, will be displayed on the relevant product page or during checkout.

Delivery times depend on the destination, shipping method, carrier operations, customs procedures where applicable, and other logistical factors.

Any delivery estimates provided are estimates rather than guaranteed delivery dates, unless expressly stated otherwise.

We will make reasonable efforts to ensure that orders are dispatched and delivered within the applicable estimated timeframes.

If a significant delay occurs, please contact our customer service team for assistance.

5. Shipping Fees

Applicable shipping fees will be displayed at checkout before payment is completed.

Shipping costs may vary depending on the delivery destination, selected shipping method, order contents, and any applicable promotions.

If free shipping is offered, the applicable eligibility conditions will be displayed on our website or at checkout.

Please review the final order total, including any applicable shipping charges, before confirming your purchase.

6. Order Confirmation and Tracking

After placing an order, you may receive an order confirmation email containing your order details.

Once your order has been dispatched and tracking information becomes available, we will provide the relevant tracking details through the available order notification or tracking process.

Please allow time for the shipping carrier to register and update tracking information after dispatch.

You can use the tracking details provided to check the latest available shipment status.

If you have questions about your order or tracking information, please contact our customer service team and include your order number.

7. Shipping Delays

Although we make reasonable efforts to fulfill and ship orders on time, delivery may occasionally be affected by circumstances beyond our reasonable control.

These circumstances may include:

High order volumes or seasonal demand.

Shipping carrier delays or operational disruptions.

Severe weather or natural disasters.

Customs inspections and import procedures.

Public holidays and peak shopping periods.

Incorrect or incomplete shipping information.

Other unexpected logistical circumstances.

If your shipment appears to be delayed, please contact our customer service team so we can review the available tracking information and assist you.

Delivery estimates remain subject to the applicable shipping arrangements and mandatory consumer protection requirements.

Nothing in this policy limits any rights or remedies available to customers under applicable law.

8. Incorrect Shipping Information

Customers are responsible for providing accurate shipping information when placing an order.

Please verify your full name, street address, apartment or unit number, city, state or province, postal code, and contact information before completing checkout.

If you discover an error, contact us as soon as possible.

We will make reasonable efforts to accommodate address correction requests before an order is dispatched. However, changes cannot be guaranteed once an order has entered fulfillment or has been handed over to a shipping carrier.

If an incorrect address causes a delivery problem, we will review the circumstances and work with the customer and shipping carrier, where appropriate, to determine the available resolution in accordance with applicable law.

Any additional shipping or redelivery charges will be disclosed and handled in accordance with our applicable policies and legal requirements.

9. Customs Duties and Import Taxes

International shipments may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country's authorities.

Responsibility for these charges depends on the shipping arrangement, the information disclosed at checkout, and applicable law.

Where applicable, customers should review their local import requirements before placing an international order.

Customs clearance procedures may affect the delivery timeframe.

We will provide any disclosures required by applicable law regarding duties, taxes, and additional charges.

10. Lost, Missing, or Undelivered Packages

If your package appears to be lost, is missing, or is marked as delivered but cannot be located, please contact our customer service team.

To help investigate the issue, we recommend:

Reviewing the latest available tracking information.

Confirming that the shipping address is correct.

Checking with household members or building reception, where appropriate.

Contacting the shipping carrier if additional delivery information is available.

We will review the available shipment information and assist with the appropriate next steps.

The resolution of lost, missing, or misdelivered packages will depend on the circumstances, applicable shipping arrangements, and relevant consumer protection laws.

A carrier's delivery status does not automatically eliminate any rights or remedies available to customers under applicable law.

11. Damaged, Defective, or Incorrect Items

We aim to ensure that customers receive the products they ordered in the expected condition.

If an item arrives damaged, defective, incomplete, or materially different from the item ordered, please contact our customer service team as soon as reasonably possible.

To help us review your request, please provide:

Your order number.

A description of the issue.

Photographs of the affected item or packaging, where reasonably available.

Any relevant delivery or shipment information.

We will review the information provided and explain the available resolution in accordance with our Return & Refund Policy and applicable law.

Depending on the circumstances, an appropriate resolution may include a replacement, refund, or another remedy required by applicable law.

Nothing in this section restricts any mandatory rights or protections available to customers under applicable law.

12. Order Changes and Cancellations

If you need to change or cancel an order, please contact our customer service team as soon as possible.

We will make reasonable efforts to accommodate requests before fulfillment or dispatch, but changes or cancellations cannot be guaranteed once processing or shipping has begun.

Cancellation procedures and eligibility are subject to our applicable policies and the laws governing your purchase.

If an order is canceled and payment has already been collected, any applicable refund will be handled in accordance with our Return & Refund Policy and applicable law.

13. Contact Information

If you have any questions regarding this Shipping Policy, order processing, delivery estimates, shipping fees, or tracking information, please contact our customer service team through the contact details provided on our website.

When contacting us about an existing order, please include your order number to help us assist you more efficiently.

We are committed to providing clear shipping information and reasonable assistance throughout the order fulfillment process.