When will my order arrive?
An estimated timeframe as below could be used as reference.
In case your order consists of any personalized items or you have made additional changes/adjustments to your order by informing our CS team, the whole production procedure might take extra time, in which our CS team, customers and our designers can discuss and exchange adjustment details.
Here is the ESTIMATED TIME OF ARRIVAL after 01 day of order placement date
|Product||Info (Business Days)||UK||US, AU||Rest of World|
|Canvas and other products||Production time||7-9 days||7-9 days||7-9 days|
|Shipping time||7-9 days||7-12 days||7-14 days|
|Quilts and Rugs||Production time||7-11 days||7-11 days||7-11 days|
|Shipping time||14-19 days||14-19 days||14-19 days|
|New product: Lights||Production time||7-9 days||7-9 days||7-9 days|
|Shipping time||15-30 days||15-30 days||15-30 days|
- All the “days” mentioned in this timeframe and shipping policy in general are as “business days”, excluding the weekends and national, international holidays.
- The timeframe is only calculated based on the majority of orders delivered during the normal time of year, without taking into consideration other force majeure. Therefore, it is expected that there exists a case beyond calculation. For example, some items/orders may require a longer ship-out.
- Orders during Holidays: If your orders are placed during certain U.K national and International Holidays, especially in peak shopping seasons (i.e. Christmas and New Year shopping seasons, etc.),please kindly understand that time for production and shipment might both exceed the timeframe specified, this will also be noted when you complete your order placement by that time.
- International orders: time required by Customs may vary by countries and has not been included in the estimated timeframe. As we could not estimate the customs period, please accept our apologies for any inconvenience due to delivery delays resulting from this phase.
How to keep track of my order?
- As soon as the order is fulfilled, an email including tracking number and the carrier agency would be sent to your registered email address.
- You can track your order via the following link: https://hklproductions.com/track-order/
- Please contact HKL Productions Customer Service at: email@example.com if you have any questions regarding your orders status, tracking information and so.
What can I do if i have not received my order?
There exists a case in which your package may be kept at the local post office or there was a failed delivery attempt, please help us contact your local post for either pick up or redelivery arrangement.
For orders inside the U.K:
- If it has been more than 20 days since the order was placed and tracking data is showing, please contact your local post office to request for a check up of status/pick up/ redelivery arrangement.
- If it has been less than 20 days and tracking data is showing, please kindly be patient because the parcel would arrive. You could also let us know so we could help you get updates.
For orders outside of the U.K, if a package has not been successfully delivered and it has been more than 30 days and tracking data is showing, you also need to contact your local post office first to acquire information about order status.
If your item has not arrived within the timeframe, you may contact HKL Productions Customer Service at: firstname.lastname@example.org and we would try our best to assist you.
What are the costs for shipping?
After clicking Secure Checkout, you will need to insert your delivery address and continue to pick the shipping method. Then, Shipping costs will be calculated and added into your subtotal order value at the bottom of the page.
What about customs? Will there be duties or customs charges when my package travels across borders?
Import duties, taxes, and charges are not included in the item price or shipping cost, which may vary from one country to another and are upon the buyer's responsibility. Please check with your country's customs office to determine help specifying the charges.