SHIPPING POLICY

hisilo Shipping Policy

Effective Date: June 16, 2026
Website: hisilo.com
Email: support@hisilo.com

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1. Overview

At hisilo, every handcrafted ceramic piece is carefully prepared before it begins its journey to you. From individual quality inspections to secure protective packaging, we take every step necessary to ensure your order arrives safely.

Because our ceramics are handmade and fragile, additional preparation time may occasionally be required to protect each piece during international transportation.

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2. Order Processing

Orders are typically processed within 1–5 business days.

Our processing procedure includes:

• Order confirmation
• Individual product inspection
• Protective packaging
• Final quality control
• Shipment preparation

Processing times may be extended during holidays, promotional events, or periods of unusually high order volume.

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3. Estimated Delivery Times

Estimated transit times after shipment are:

Delivery times are estimates only and cannot be guaranteed.

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4. Shipping Partners

We work with trusted international logistics providers and local delivery partners to ensure reliable worldwide shipping.

Shipping carriers are selected based on destination, service quality, transit efficiency, and package safety.

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5. Customs, Duties & Taxes

International shipments may be subject to customs inspections, import duties, VAT, taxes, brokerage fees, or other charges required by the destination country or region.

Unless otherwise stated at checkout, these charges are the responsibility of the recipient and are determined by local customs authorities.

Customs clearance procedures may occasionally result in delivery delays beyond the estimated shipping times.

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6. Order Tracking

Once your order has been shipped, a shipping confirmation email containing your tracking information will be sent to the email address provided during checkout.

Please allow 2–5 business days for tracking updates to appear, as carrier scans and international logistics systems may require time to process new shipments.

If your tracking number appears inactive immediately after shipment, this is normal and will update once the carrier completes its next scan.

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7. Shipping Delays

Although we strive to deliver every order on time, delays may occasionally occur due to circumstances beyond our control, including:

• Customs clearance procedures
• Severe weather conditions
• Carrier operational delays
• Peak holiday seasons
• International transportation disruptions

hisilo is not responsible for delays caused by shipping carriers, customs authorities, or other third-party logistics providers.

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8. Lost or Damaged Packages

Every ceramic order is packaged with reinforced protective materials to reduce the risk of damage during transit.

If your order arrives damaged or appears to have been lost, please contact us within 72 hours of delivery (or the expected delivery date) and provide:

• Your order number
• Photos of the shipping package (if damaged)
• Photos of the product (if applicable)

After reviewing your request, we will determine the most appropriate solution, which may include a replacement, refund, or store credit, depending on the circumstances.

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9. Shipping Address

Customers are responsible for providing complete and accurate shipping information before placing an order.

hisilo cannot be held responsible for delays or delivery failures resulting from:

• Incorrect shipping addresses
• Incomplete address information
• Address changes requested after an order has been shipped

If you need to update your shipping address, please contact us immediately. We will do our best to assist before your order is dispatched.

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10. Handmade Ceramics Notice

Many hisilo products are individually handcrafted rather than mass-produced. Slight variations in glaze, color, brushwork, texture, shape, and finish are natural characteristics of handmade craftsmanship.

These unique details make every ceramic piece one of a kind and should not be considered defects.

Because handcrafted ceramics are naturally fragile, every order is carefully wrapped with reinforced protective packaging to help ensure it arrives safely and in excellent condition.

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11. Contact Us

If you have any questions regarding shipping, order status, tracking information, estimated delivery times, or international shipping requirements, our customer support team will be happy to assist you.

hisilo
Website: hisilo.com
Email: support@hisilo.com

Thank you for choosing hisilo. We sincerely appreciate your support for handcrafted ceramics, traditional craftsmanship, and beautifully made pieces designed to be enjoyed every day.