Shipping policy

Last updated: September 20, 2026

Where we ship

HollowHour ships to Panama, the United States, Canada, the United Kingdom, Ireland, Germany, France, Spain, Italy, the Netherlands, Belgium, Austria, Switzerland, Portugal, Poland, Czechia, Denmark, Sweden, Norway, Finland, Australia, New Zealand, Japan, South Korea, Singapore, Malaysia, Hong Kong, Israel and the United Arab Emirates. If your country is not on this list, you will not be able to complete checkout. We would rather turn an order away than take your money for something we cannot deliver.

Shipping cost

Shipping is a flat US$9.99 on every order, to every destination we serve. Orders of US$99 or more ship free. There are no weight surcharges, no oversize fees, and no difference in price between countries. What you see in the cart is what you pay.

How long it takes

Our products are made and dispatched by our overseas fulfilment partners, not from a warehouse in your country. This keeps our prices well below what a local retailer can offer, and the trade-off is that delivery takes longer. We would rather be straight with you about that up front than surprise you after you have paid.

Processing: 2 to 5 business days from the moment your order is placed. This is when your item is picked, packed and handed to the carrier.

Transit: typically 12 to 25 business days after dispatch, depending on your country and on customs. Europe and North America sit at the faster end of that range; Australia, New Zealand and the Middle East at the slower end.

All together, please allow 3 to 6 weeks from order to doorstep. These are estimates based on normal conditions, not guarantees. Peak season, weather and customs inspections can all add time, and no retailer can control those.

Christmas delivery

If you need your order to arrive before Christmas, place it by 10 November. Orders placed after that date may still arrive in time, but we cannot promise it, and we will not tell you otherwise to make a sale. If an order placed on or before 10 November has not arrived by 24 December, contact us and we will refund you in full.

Tracking

You will receive a tracking number by email once your order is dispatched. Tracking can take several days to begin updating after you receive it, and it is normal for it to appear to stall for a week or more while a parcel is in international transit. This does not mean the parcel is lost.

Split shipments

If you order more than one item, they may arrive separately and on different days, because they can be dispatched from different facilities. You are not charged extra for this. Each shipment gets its own tracking number.

Customs, duties and import taxes

Because your order ships internationally, it may be subject to import duties, VAT or handling fees levied by your own country. These are set by your government, not by us, and they are not included in the price you pay at checkout. Where they apply, they are your responsibility as the importer. We cannot predict them and we cannot refund them. If you are unsure, your national customs authority publishes the current thresholds.

We will not mark a parcel as a gift or understate its value on a customs declaration. Doing so is a customs offence and we will not ask you to take that risk.

Wrong or incomplete addresses

Please check your address carefully before confirming your order. We can correct an address only before dispatch, so contact us immediately if you spot a mistake. Once a parcel has shipped, an incorrect address usually means it is returned to sender or lost, and we cannot recover it.

Lost parcels

If your order has not arrived within 45 days of dispatch, we treat it as lost. Contact us and we will send a replacement or refund you in full, whichever you prefer. You do not need to chase the carrier yourself.