1. When will my order be sent?
If you order and pay before 5 pm, your order will be sent that same day. If your order has been sent, you will receive an e-mail with your order number and Track & Trace information. If you want to receive your order before or on a specific date, please contact us.
2. What is the delivery time of the goods?
If the requested items are in stock and you have ordered and paid before 5 pm, your order will be sent on the same day and will be delivered within 1-2 working days in Europe for the express option, and 3-5 working days for the standard option.
Delivery times are estimated. If the delivery time is delayed due to an unexpected circumstance, you will be notified automatically.
3. Delivery outside EU; United Kingdom / Switzerland / Norway / Iceland
For deliveries outside EU, we are oblidged to add an export invoice (custom documents) because of the import regulations in your country.
All orders placed & paid before 3 pm on a business day will ship out the same day. Orders placed after 3 pm will ship out the following business day.
Delays in delivery may occur if your package is randomly selected by your country’s Customs Department or Agency for inspection. The inspection is stricter for orders over € 1.000,-. We have no control over the process associated with the delivery and importation of your order (package) into your country. We work very closely with our carriers to ensure as few delays as possible. If you have any shipping concerns please call us at 0034 675 838 005 for assistance.
4. How much are the shipping costs?
The shipping costs are fixed and will be added during checkout based on the delivery address.
You can check the rates for your country in the overview below;
STANDARD: 3 to 5 working days
€ 9,99 ESP, NLD, BEL, DEU, FRA, LUX, AUT, CHE, DNK, EST, FIN, GBR, ITA, LIE, SWE, CZE, HRV, HUN, IRL, LVA, NOR, POL, SVK, SVN, GRC, ISL, PRT
EXPRESS: 1-2 working days
€19,99 ESP, NLD, BEL, DEU, FRA, LUX, AUT, CHE, DNK, EST, FIN, ITA, LIE, SWE, CZE, HRV, HUN, IRL, LVA, NOR, POL, SVK, SVN, GRC, ISL, PRT
If your country is not listed, please contact us.
PLEASE NOTE FREE SHIPPING WILL BE SENT BY STANDARD DELIVERY ONLY*
6. How can I follow the status of my order?
You will receive an email confirmation after the order has been delivered to our transporter. This e-mail contains your order’s delivery number and a hyperlink to the tracking code. Use this code to track your order from the moment it is shipped until delivery. Please note that it may take several hours before tracking information appears. To view your order status and the tracking code, you can also log in to your personal customer account on our website.
On the day of delivery itself you will be informed of the time frame in which your parcel will arrive, ( this time is estimated ).
You won’t be there to take delivery of the parcels?
In this case, the parcel will be delivered to the nearest UPS Access Point. You will automatically receive a notification from UPS. The Pickup Point will hold your package for approximately 5 days. (NB. The carrier may make subsequent delivery attempts before sending the shipment to an Access Point. In this case, UPS will notify you as well. ( Please note, the number of delivery attempts varies from country to country).
If the package cannot be delivered due to an incorrect address, the will be package is returned to the UPS Depot and we will contact you. Please note that in this case, Hempire Gardens will not be responsible for any delays.
8. What happens if I am not present when the delivery is made?
If there is, in spite of our proactive delivery information, no one available when the courier arrives to deliver your parcel, the parcel is delivered to a nearby UPS Access Point. In this case you will automatically receive a notification from UPS. The Pickup Point will hold your package for approximately 5 days.
9. What are the terms of delivery?
The General Terms & Conditions apply to all deliveries of goods and services by Kawn Group FZC LLC/3431. By placing an order, you confirm that you have read these terms, understand them, and agree to be bound by them. You can download, view, or print a full version of these terms and conditions.
10. Can my order be delivered to a different address?
Yes it can. When placing an order, please indicate that the delivery address is different from the invoice address.
11. I have received the wrong/missing products
Make sure to always check that you have received the same items that you ordered.
If you have accidentally received a different product or you are missing a product, please contact us. You can read more about how to return your products in our return and refund policy.
12. My order has been seized by customs. What should I do?