Shipping policy – HØJ

Shipping policy

HØJ SHIPPING & RETURNS

GENERAL

After your payment is verified, it may take up to 24-48 hours to process and ship your order. This does not include weekends or holidays. If an order is received on Friday it will most likely be shipped out on the following Monday. 

If you need to change or cancel your order, please contact us immediately on help@hoj.life. Once our warehouse has processed your order, we will be unable to make any changes.

US SHIPPING

We offer four services for US orders - Economy, Standard, Express and Overnight. 

Economy for orders under $30 is $5. Order is sent by USPS or other Postal Services and takes 10-15 business days.

Economy for orders over $30 is Free. Order is sent by USPS or other Postal Services and takes 10-15 business days.

Standard for orders over $30 is Free. Order is sent by USPS or other Postal Services and takes 7-10 business days. Please note that we will only offer Economy for Free during December Month. 

Express for all orders is $20. The order is sent by UPS and takes 2-3 business days.

Overnight for all orders is $40. The order is sent by UPS 2nd day and takes 1-2 business days.

We are unable to ship to PO boxes with Standard or Express. Any address with a PO box will be shipped with Economy only.

EU SHIPPING

We offer two services for EU orders - Standard and Express.

Standard for orders under $30 is $10. Order is sent by postal services and takes 5-7 business days.

Standard for orders over $30 is FREE. Order is sent by postal services and takes 7-10 business days.

Express for all orders is $30. The order is sent by DHL Express and takes 2-3 business days.

Countries we ship to in EUROPE

Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

For orders to Norway, Liechtenstein and Switzerland, please choose International shipping. 

GERMANY SHIPPING

We offer two services for Germany orders - Standard and Express.

Standard for orders under $30 is $5. Order is sent by local postal services and takes 2-3 business days.

Standard for orders over $30 is FREE. Order is sent by local postal services and takes 2-3 business days.

UK SHIPPING

We offer three services for UK orders - Standard, Express and London same day. 

Standard for orders under $30 is $5. Order is sent by Royal Mail and takes 3-5 business days.

Standard for orders over $30 is FREE. Order is sent by Royal Mail and takes 3-5 business days.

Express is $10. Order is sent by DHL Express and takes 1-2 business days.

Same day delivery in London is FREE. Collection from East London warehouse is also FREE. On demand 2hr London delivery is $10. 

INTERNATIONAL SHIPPING INCL. CANADA

We offer two services for worldwide orders - Standard and Express.

Standard is $15 ($10 for Canada). Order is sent Duties Delivered Unpaid (DDU) by DHL E-commerce and takes 20-25 business days. Orders to Canada may arrive sooner. 

Express is $35 ($30 for Canada). Order is sent as Duties Delivered Unpaid (DDU) by DHL Express and takes 3-5 business days.

For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

HØJ cannot control and is not responsible for any duties/taxes applied to your order. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Please note, on rare occasions, customs agents may delay the delivery of some parcels.

Countries we do not ship to;

French Guiana, French Polynesia, Guadalupe, Iran, Libya, Martinique, New Caledonia, North Korea, Reunion, Somalia, Sudan, Yemen. 

Shipments to Russia, Ukraine and Belarus are currently suspended. 

SHIPPING INSURANCE

We have partnered with MonkProtect which is a toggle option at checkout for order insurance. Toggle “on” to opt in for delivery protection for lost, stolen and/or damaged packages.

If you select to opt in for the protection, you add the displayed amount to add automatically to the checkout value ($0.97 for orders under $100, $1.77 for orders between $100-$200, $2.57 for orders between $300-$400). These values are quite low in comparison to the total order value so we highly encourage our customers to opt-in.

When you opt-in you receive an email from MonkProtect that your order is protected and if something happens you can submit a claim directly with MonkProtect using your order number.

The MonkProtect Resolve Center is where you would go to enter your email and order number and file your claim:
www.monkprotect.com. If you are not able to enter your details, please contact us at help@hoj.life

Select your order issue (order did not arrive, order arrived damaged, missing product in order, etc) and submit your claim. If your claim requires an image to be uploaded or a description of what happened please be sure to complete this in order to expedite the process.

If your claim is approved you will receive an email in 48-72 hours with the appropriate solution.

If you choose not to opt in your order is not eligible for shipping protection and we are not liable for lost, damaged or stolen items.

RETURNS

Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Received a damaged item? Reach out to our team and they will help resolve the issue. See more warranty information on our FAQ page.

To complete your return, we require a receipt or proof of purchase. We kindly ask that you ship the item back to us at your own cost with tracking. We can also offer a label via email, if you opt in for this option, the cost of the label will be deducted from your refund. 

Please do not return anything before liaising with an HØJ team member via help@hoj.life.

contact us

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. You should expect 5-7 working days for us to process your refund and 5-10 working days for your bank to post your refund on your account.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at help@hoj.life.

RETURN SHIPPING

To return your product, you should email help@hoj.life stating your order number in the subject and we will provide returns address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item at a high value, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

SALE ITEMS

Only regular priced items may be refunded, unfortunately, discounted and sale items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at help@hoj.life and we will guide you through the exchange process.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.