We offer Free Insured & Tracked Shipping worldwide, so everyone can enjoy our beautiful products! Unfortunately, we cannot speed up the international shipping or the transit time/customs clearance process, so sometimes shipping times may extend a bit — this is out of our hands.

Please note: if you order multiple items in a single order, they may be shipped from different locations based on stock availability. Separate tracking numbers will be provided for each shipment. We do this to ensure you receive your full order as fast as possible.

We know one thing for sure: the team at our warehouse is working their hardest to process and ship your package as soon as possible.

Processing Times & Shipping Times

Once an order is placed, it will generally take 1–3 business days to be processed.

If you just received a shipment notification, please allow 1–5 business days for the tracking information to update.

Since we offer worldwide shipping, delivery time varies depending on your country. For most countries, packages should arrive within 6–14 business days (excluding Sundays and statutory holidays).

Standard Shipping: 7–14 business days
Expedited Shipping: 6–10 business days

Shipping Location Times

Our products are shipped from both domestic and overseas warehouses, depending on your location. Delivery times may vary and are largely determined by local postal services once the package arrives in the destination country.

Wrong Address

We are not responsible for undeliverable packages due to missing, incomplete, or incorrect destination information. To help prevent errors, we verify shipping information with every customer in the order confirmation.

If you notice that your address is incorrect or needs updating, please contact us within 12 hours of placing your order.

You can email us at support@hivern.store or use our contact form:
https://hivern.store/pages/contact

Delayed Orders

We aim to get all orders delivered within the timeframe listed on our shipping page.

However, delays can occasionally occur. While we understand that this is not the experience we aim to provide, we cannot cancel/refund orders that are trackable and still in transit.

If an item is severely delayed, mislaid, or held for an unusually long time, we will work with you to resolve the issue on a case-by-case basis.

If you have concerns about your order or tracking information, please contact us at support@hivern.store.

Marked as 'Delivered' but Never Received

If an item is marked as Delivered by your country’s postal service (e.g., USPS, Canada Post, etc.) but you did not receive it:

1. Contact your local post office

2. Provide us with a formal affidavit of a lost, stolen, or undelivered package

After that, we will attempt to resend a replacement order.

Please note: this is left to the discretion of Hivern, and in this scenario a refund cannot be issued.

Please contact us ASAP at support@hivern.store or use our contact form:
https://hivern.store/pages/contact
Include all relevant information.

Q&A

Where can I find my tracking number?

You will receive an email notification with your tracking number when your items are shipped. You will also receive updates when your order is out for delivery or delivered.

If you didn’t receive your tracking number or it isn’t working, we are happy to assist.

How can I track my order?

After your order ships, you will receive an email titled:
“A shipment from order #**** is on the way.”**

This email contains your tracking number and link.

Having Trouble Viewing Tracking Updates?

All tracking information comes directly from the courier. Our team only has access to the same information shown to you.

If your order is taking an unusually long time to arrive, please Submit a Request via:
https://hivern.store/pages/contact
Our team will review your latest tracking information and determine the best solution.

We appreciate your patience and understanding.

My product was lost in transit or stolen.

If you purchased Shipping Protection:
We will immediately issue a replacement.
Please include:

• Order #

• Full Name

• Email or phone number

Our Customer Service team will initiate a replacement immediately.

My package was lost or stolen and I did NOT purchase Shipping Protection.

Please reach out to your local post or carrier to report the issue.
We cannot guarantee a full refund or replacement without Shipping Protection.

We reserve the right to modify this shipping policy at any time.

If you still have any questions, reach out to us at support@hivern.store or use our contact form:
https://hivern.store/pages/contact