We ship to approximately 90% of countries and regions worldwide, including but not limited to destinations in Asia, Europe, North America, and Oceania. Service to a particular address still depends on legal, operational, carrier, and regional availability.

For each order, we select the dispatch point, route, and carrier based on your delivery destination, confirmed item availability, and selected delivery speed. We do not guarantee a particular dispatch country, dispatch point, or carrier unless we confirm it in writing.

Standard shipping is free for local-stock orders and for factory-direct or custom orders, except where the remote-destination rule applies.

Remote-destination shipping applies to Norway, Iceland, Cyprus, Monaco, Puerto Rico, Alaska, and Hawaii. The charge is EUR 100 per item, rather than per order.

Fastest Shipping is a separately confirmed service. When we confirm it in writing, the fee is EUR 5 per small item, EUR 10 per item of another size, or EUR 20 per large item. VAT, sales tax, import tax, brokerage fees, and other local government charges may remain separate. A shipping charge already paid is non-refundable after dispatch.

Estimated arrival time is the order processing time plus the transit time after dispatch. Processing time covers review and preparation before the parcel leaves the dispatch point; transit time starts after dispatch.

For suitable local-stock orders, we usually dispatch within 1-2 days, followed by delivery in 3-7 business days after dispatch. For factory-direct or custom orders, processing usually takes 1-2 weeks, followed by delivery in 2-4 weeks after dispatch for most serviceable countries.

For a remote destination, the usual processing time is 1-2 weeks and transit is 5-7 business days after dispatch. An approved Fastest Shipping service has 1-3 days of processing, followed by 2-7 business days after dispatch for the United States, Canada, Germany, Poland, Sweden, France, the Netherlands, Belgium, Austria, Spain, and Italy, or 6-10 business days for other serviceable countries.

Flight schedules and available flight capacity can affect every shipping method. Customs processing, carrier disruption, public holidays, product availability, and regional conditions can also affect the actual delivery time.

If an item has not been delivered by the end of its applicable post-dispatch transit window, we provide compensation equal to 10% of the price actually paid for that delayed item. If more than one item is delayed, the same calculation applies only to those delayed items, not to unaffected items or the value of the whole order.

Fastest Shipping is available only when we confirm it in writing for your destination, item size, stock position, and current carrier capacity. The approved carrier is DHL or DPD, and the processing time, transit window, and one applicable per-item fee will be stated in that confirmation.

You may email [email protected] to request a preferred carrier. We will review the request with the route and current capacity, but a preferred-carrier request is not guaranteed until we confirm it in writing. Fastest Shipping may be unavailable in some regions because of regional instability, carrier restrictions, or other operational conditions.

The payment methods available for your order are the options shown at secure checkout. Availability can vary by country, currency, payment provider, and order conditions. The current payment page lists PayPal, Visa, MasterCard, American Express, Discover, Diners Club, and JCB; please use the methods actually displayed for your order.

Before accepting an order, we may request information reasonably needed to verify payment, prevent fraud, confirm that we can serve the delivery address, or comply with applicable law.

You will first receive an order-receipt email. It confirms that we received your order request, but it does not by itself mean that we have accepted the order or confirmed stock, a dispatch point, or a shipping route.

We then review the order and may ask for reasonable information needed to complete that review. Once the order is accepted, we begin the applicable preparation or production work. When the parcel leaves the dispatch point, we send a dispatch email with the available tracking information.

Subject to applicable law, we may refuse or cancel an order at any time, including after confirmation or a card charge. Reasons may include a stock change, delivery restriction, failed payment or verification, an obvious pricing error, suspected misuse, operational constraints, or legal concerns; these examples are not exhaustive. If an item is mispriced, we may ask for your instructions, confirm the correct price, discuss an available option with you, or cancel the order.

If we cannot process an order, or if the planned route or service changes, we will usually contact you using the email address provided with the order. Please check your inbox and spam folder. International shipping involves several carriers and border processes, so tracking or service information can sometimes be delayed. If you are concerned, email [email protected] and we will review the latest information available to us.

Your dispatch email provides the tracking number or numbers and the available carrier tracking link. You can also check your order at Hozo order tracking.

A carrier scan may appear after the parcel has physically moved. Before reporting a parcel as missing, please check every tracking number and link supplied for your order. If the tracking information remains unresolved, or no dispatch update appears after the applicable processing time, email [email protected].

One order may ship in separate parcels because of item size, weight, packaging, stock location, or carrier requirements. Parcels may leave from different dispatch points, use different carriers and tracking numbers, and arrive on different dates.

The number of parcels may differ from the number of products in your order. If one parcel arrives first, that alone does not mean another parcel or part is missing; please check all tracking and package information supplied with the order.

You may request cancellation of a standard order without charge if we receive your request within 24 hours after the order is placed. A cancellation takes effect only after we confirm it in writing.

Within the same 24-hour window, you may request a change to the product color, dimensions, delivery address, or telephone number. Please include your order number and the exact change requested. A modification takes effect only after written confirmation, and order details cannot be changed after dispatch.

Once customization or made-to-order production begins, the affected item cannot be canceled or modified. A dispatched parcel cannot be stopped. If you receive it and then request an ordinary return within 14 days, the ordinary-return process applies. The 30%-50% charge does not apply merely because the parcel has already been dispatched; it applies when delivery of a dispatched parcel is refused, together with the applicable return-shipping cost. If the refused parcel cannot reasonably be returned to the sender, no refund is available.

A standard order is for a stock product that does not require manufacturer customization. It may still need stock preparation before dispatch, and factory-direct dispatch alone does not make an item custom or non-cancelable.

A custom or made-to-order item is produced or adjusted to the options we offer on the product page or confirm in writing. Its usual processing time is 1-2 weeks. Once production begins, the item cannot be canceled or modified. Manufacturer-customized goods are not eligible for an ordinary return, subject to applicable mandatory law.

Please contact us promptly. Visible transit damage, an incorrect item, a part missing on delivery, or another package-content discrepancy must be reported within 7 days after receipt. A manufacturing-defect claim must be submitted within 14 days after delivery for review.

Email [email protected] with your order number, package or shipping-label details, clear photos of the item and packaging, and any other information reasonably available. Please keep the item, packaging, and labels while we review the claim. We may ask for reasonable supplemental information to verify the order, identify carrier responsibility, or choose an appropriate remedy.

Hozo retains the first choice of an appropriate remedy, which may be inspection, repair, replacement parts, replacement of the item, or another suitable solution. If you accept a correct-item remedy for an incorrect delivery, Hozo pays the return shipping for the incorrect item and the shipping for the correct item, which we provide no later than 8 weeks after receiving your report. You may request a refund, but a refund request remains subject to review and is not automatically approved. Claims made more than 14 days after delivery can be difficult to verify, especially after installation or use, but we still encourage you to contact us. A claim submitted more than 14 days after delivery follows the applicable warranty category rather than the ordinary quality-refund process.

Our support team will respond to a transit-damage report within 24-48 business hours. Please check your inbox and spam folder for the response.

An ordinary return must be requested within 14 days after receipt. The item must be unused, uninstalled, unmodified, complete, resalable, and in its original box with sufficient protective packing material. Manufacturer-customized goods, accessories such as light bulbs, and three or more units of the same product are not eligible under the ordinary policy, subject to applicable mandatory law.

Email [email protected] with your order number, the reason for the request, supporting evidence, and the outcome you would like us to review. Please wait for our written return authorization and the return address and instructions before sending anything. After approval, dispatch the parcel within 7 days after the approval email and send us the tracking number, tracking URL, and available item and parcel photos.

For an ordinary non-quality return, you pay the actual return-shipping cost. If Hozo arranges or advances a return-shipping cost that remains your responsibility and is unpaid, we may deduct the actual cost from your refund.

When you accept an approved physical remedy for transit damage, a confirmed manufacturing defect reported within 14 days, or an incorrect item, Hozo pays the shipping specifically required to perform that remedy. If you request a refund instead, free shipping for a physical remedy does not apply automatically.

A return label is not automatically provided. Follow the return address and instructions in Hozo's written authorization. If a label is available or required for an approved remedy, we will confirm the applicable process in writing. Paid outbound shipping, express shipping, shipping insurance, customs charges, and other charges already incurred are generally non-refundable after dispatch, subject to applicable law or a written remedy from Hozo.

You may request an eligible exchange within 14 days after delivery by emailing [email protected] with your order number and the product details. The original item must meet the ordinary return conditions and be received, inspected, and approved before we dispatch the replacement.

For a customer-requested exchange, you pay both the cost of returning the original item and the cost of shipping the replacement item. Shipping charges already paid are non-refundable after dispatch. These rules do not govern a physical remedy that Hozo approves for transit damage, a confirmed manufacturing defect, or an incorrect item.

A 20% restocking fee applies to an otherwise eligible ordinary return based on buyer's remorse, finding a lower price elsewhere, ordering by mistake, or no longer needing the item. The same 20% fee applies if Hozo agrees in writing to accept a return after the applicable return period.

If you decline an approved repair, replacement-parts, or replacement-item remedy for transit damage, a confirmed manufacturing defect, or an incorrect item and instead request an ordinary return, a charge of up to 35% may apply. The 20% restocking fee and the charge of up to 35% do not automatically apply together.

An eligible refund is issued to the original payment method after Hozo receives and inspects the returned item. PayPal processing takes 1-2 days after we initiate the refund; credit-card processing takes 3-5 days after initiation. An eligible refund may take up to 5 working days to reach the original payment method. Exchange-rate movements may change the amount credited.

For a full or partial cancellation completed before dispatch, we refund the U.S. sales tax attributable to the canceled amount. After dispatch, any U.S. sales-tax adjustment follows applicable state and local tax law and Hozo's filing status. We do not guarantee a refund of every tax, duty, shipping charge, or insurance charge.

The product price, shipping fee, VAT or sales tax, customs duty, import tax, and brokerage fee are separate amounts unless checkout, applicable law, an approved Fastest Shipping service, or our written confirmation states otherwise.

For every serviceable destination, Hozo is responsible for 20% of any customs duty or brokerage fee charged. Unless an applicable exception applies, you are responsible for the remaining amount. For an approved Fastest Shipping service, Hozo covers the customs duty charged for that service, but the tariff-free term does not automatically include VAT, sales tax, import tax, brokerage fees, or other local government charges.

The 7-day visible-issue reporting period and 14-day ordinary-return period do not shorten warranty coverage for a latent defect that could not reasonably have been identified earlier. We may inspect a product and choose repair or replacement parts before replacing the complete item or offering another warranty remedy.

General products have a 2-year warranty, excluding damage caused by accident, abuse, neglect, natural aging or wear, and purchases made through online auction sites. Human-caused damage is excluded; when it requires a spare part, the part and related transportation cost are your responsibility.

Rechargeable LED table lamps have a 3-month warranty from receipt. For a covered claim, we replace the lamp without a product charge, and you pay the transportation cost. LED lamps, LED light sources, and LED drivers have a 6-month warranty from receipt; for a covered claim, we provide replacement parts without a part charge, and you pay shipping. Other LED-lamp accessories and non-LED light-source products have 2-year coverage from receipt; for a covered claim, we provide replacement parts without a part charge, and you pay freight.

Please pack an approved return carefully and use adequate protective material. If the item is damaged while traveling back to Hozo, we cannot refund the damaged item. You must seek compensation from the return carrier and tell us how you would like the damaged item handled. We hold the item for 14 days after the returned-item damage is identified.

Questions are welcome. For shipping, returns, refunds, exchanges, delivery issues, or warranty support, email [email protected] with your order number and the outcome you would like us to review. For a shipping question, include your delivery destination when available.

International shipping involves multiple carriers and border processes, so some information may arrive later than expected. If you are concerned, please email us and check your inbox and spam folder for our reply.