Shipping Policy

We’re pleased to offer delivery to approximately 90% of countries and regions worldwide, including destinations in Asia, Europe, North America, and Oceania.

Whether we can serve a particular destination depends on legal requirements, operating conditions, carrier availability, and the situation in that region.

We maintain fulfillment capacity in key countries across major regions. For each order, we choose the dispatch point, route, and carrier based on the delivery destination, confirmed item availability, and selected delivery speed.

Have a preferred dispatch country, dispatch point, or carrier? You’re welcome to ask. We can only guarantee a particular arrangement once we have confirmed it in writing.

Stock can change quickly. Our website shows the latest information available to us, but an item listed as in stock may no longer be available when we review your order.

For peace of mind, please arrange an electrician or other installation service after your item has arrived and you have inspected it.

Estimated arrival time = order processing time + transit time after dispatch.

Processing time covers the work needed to review and prepare your order before it leaves the dispatch point. Transit time begins after dispatch.

Flight schedules and available flight capacity may affect every shipping method.

When it applies: Suitable local stock has been confirmed for your delivery destination.

Carrier: We select the carrier for the route.

Processing time: We dispatch the order within 1-2 days.

Transit time: Delivery takes 3-7 business days after dispatch.

Shipping fee: Free, except when the remote-destination rule applies.

When it applies: The item ships directly from the manufacturer or is made to order.

Carrier: DPD or EMS.

Processing time: 1-2 weeks.

Transit time: Delivery takes 2-4 weeks after dispatch for most serviceable countries.

Shipping fee: Free, except when the remote-destination rule applies.

When it applies: The delivery destination is Norway, Iceland, Cyprus, Monaco, Puerto Rico, Alaska, or Hawaii.

Carrier: UPS, DHL, or FedEx.

Processing time: 1-2 weeks.

Transit time: Delivery takes 5-7 business days after dispatch.

Shipping fee: EUR 100 per item.

This fee is charged for each item. It covers the longer route and the express-carrier service needed for these destinations.

Remote-Destination Shipping is an exception for the destinations listed above and is not a generally selectable shipping method.

When it applies: Fastest Shipping is available only when we confirm it in writing for your destination, item size, stock position, and current carrier capacity.

Carrier: DHL or DPD.

Processing time: 1-3 days.

Transit time: Delivery takes 2-7 business days after dispatch to the United States, Canada, Germany, Poland, Sweden, France, the Netherlands, Belgium, Austria, Spain, and Italy. Delivery to other serviceable countries takes 6-10 business days after dispatch.

Shipping fee: EUR 5 per small item, EUR 10 per item of any other size, or EUR 20 per large item. Only one size-based fee applies to each item. The EUR 10 rate does not include large items.

Tariff-free: For an approved Fastest Shipping service, we cover the customs duty charged on that service. This tariff-free term does not include VAT, sales tax, import tax, brokerage fees, or every other local government charge.

Fastest Shipping may be unavailable in some countries or regions because of regional instability, carrier restrictions, or other operational conditions.

Alaska and Hawaii remain subject to the remote-destination rule. For any remote destination, Fastest Shipping replaces the Section 5 carrier, processing time, transit time, and shipping fee only when our written confirmation states all four final terms: DHL or DPD as the carrier; 1-3 days as the processing time; the applicable 2-7 or 6-10 business-day transit time; and one fee of EUR 5, EUR 10, or EUR 20.

If the written confirmation does not meet all four requirements, the Section 5 remote-destination terms apply in full. The remote-destination fee and Fastest Shipping fee are never combined automatically.

If you have a preferred carrier, email [email protected] and let us know. We cannot guarantee the request; it takes effect only once we confirm it in writing.

Once your order has been dispatched, any shipping charges already paid cannot be refunded.

The product price, shipping fee, VAT or sales tax, customs duty, import tax, and brokerage fee are separate amounts unless checkout, applicable law, the Fastest Shipping tariff-free rule, or our written confirmation states otherwise.

For every serviceable destination, we are responsible for 20% of any customs duty or brokerage fee charged. Unless an exception in this section applies, you are responsible for the remaining amount.

For an approved Fastest Shipping service, the tariff-free rule in Section 6 controls the customs-duty amount, and we cover that customs duty. The global 20% contribution still applies to any brokerage fee not included in the tariff-free term. For other shipping methods, the global 20% contribution applies to both customs duty and brokerage fees.

Applicable VAT, sales tax, import tax, and other local government charges remain your responsibility unless checkout, applicable law, or our written confirmation states otherwise.

The route we choose may make customs clearance simpler, although we cannot guarantee a clearance date. If you would like to understand the charges for your destination, email [email protected].

When you place an order, you are making an offer to purchase from Hozo. Our automatic order-receipt email lets you know that it reached us; it does not yet confirm acceptance, stock, a dispatch point, or a shipping route.

Before accepting an order, we may ask for more information or verification where it is reasonably needed to review the order, verify payment, help prevent fraud, confirm that we can serve the delivery address, or comply with applicable law.

To help prevent unauthorized card use, we may validate payment details and relevant personal information with the card issuer, payment provider, or another appropriate verification service. We may cancel an order directly if we reasonably suspect fraudulent credit- or debit-card use.

Subject to applicable law, we retain the right to decline or cancel an order for any reason and at any time, including after confirmation or a card charge.

For example, this may relate to a stock change, delivery restriction, failed payment or verification, an obvious pricing error, suspected misuse, operational constraints, or legal concerns. These are examples, rather than a complete list of the circumstances we may consider.

We take care to publish accurate prices, though a pricing error can occasionally appear on our website. If an item is mispriced, we may ask how you would like to proceed, confirm the correct price, discuss an available option with you, or cancel the order.

In most cases, if we cannot process your order, or if the planned shipping route or service changes, we will contact you at the email address provided with the order. Please keep an eye on your inbox and spam folder. International shipping involves several carriers and border processes, so tracking or service information may sometimes take a little longer to appear. If anything concerns you, or you would like us to check the latest available information, please email [email protected]—we’re happy to help.

First, we send an order-receipt email.

We then review the order under Section 8. After we accept it, we begin the applicable production or preparation work.

When the parcel leaves the dispatch point, we send a dispatch email. Carrier transit and delivery begin after dispatch.

Your dispatch email provides the tracking number or numbers and the available carrier tracking link.

You can also check your order at https://www.hozo.it/account/order-query.

Tracking can take time to catch up with a parcel’s movement. Before reporting a parcel as missing, please check each tracking number and link provided with your order.

If the tracking still leaves you unsure, or you have not received a dispatch update after the applicable processing time, email [email protected] so we can look into it with you.

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 tracking numbers, and arrive on different dates. The number of parcels may also differ from the number of products in your order.

Parcels can arrive separately, so receiving one first does not in itself mean another is missing. Check all the tracking information provided with your order.

If you need to change your delivery address, product color, dimensions, or telephone number, your request needs to reach us within 24 hours after you place the order.

A requested change takes effect only after we confirm it in writing. We cannot change these details after dispatch.

Please provide a complete and accurate delivery address, including the street number, and a working telephone number. Please remain reachable in case we or the carrier need a delivery detail.

If an inaccurate or incomplete address you provided causes a parcel to be returned, you are responsible for the actual additional return or redelivery cost. After we receive and inspect the returned parcel, we process any remaining refund under the applicable policy.

You may cancel a standard order without charge if your request reaches us within 24 hours after the order is placed. We measure this period by the time we receive your request.

A cancellation takes effect only after we confirm it in writing. Once a parcel has been dispatched, we cannot stop it.

If you receive the parcel and then request an ordinary return, the 14-day process in the Return & Refund Policy applies. The 30%-50% charge does not apply merely because the parcel had already been dispatched.

If you refuse delivery of a dispatched parcel, a charge of 30%-50% of the order value applies, together with the applicable return-shipping cost. If the refused parcel cannot reasonably be returned to the sender, no refund is available.

Custom and made-to-order items are also subject to Section 15 and the Return & Refund Policy.

A standard order is for a stock product that does not require manufacturer customization. It may still require stock preparation before dispatch.

The 24-hour cancellation option in Section 13 applies to standard orders.

Factory-direct dispatch alone does not make an item custom or non-cancelable.

We cannot cancel or change an item once its customization or made-to-order production has begun.

The usual processing time for a custom or made-to-order item is 1-2 weeks.

Customization is limited to the options we offer on the product page or confirm in writing. A requested change to a customization option takes effect only after we confirm it in writing and only if production has not begun.

When your item arrives, please take a moment to inspect it. Any visible transit damage needs to be reported to [email protected] within 7 days after receipt.

To help us verify the claim, include your order number and package label, plus clear photos of the item, parcel, packaging, and shipping label, to the extent this evidence is reasonably available.

Please keep the item, all packaging, and the shipping label while we review the claim.

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

You’ll find the applicable claim-review process, available remedies, return-authorization requirements, and evidence rules in our Return & Refund Policy.

The flight schedules and available flight capacity described in Section 2, along with customs processing, weather, carrier disruption, public holidays, product availability, regional instability, and force majeure, may delay an order.

If an item has not arrived by the end of its applicable transit window after dispatch, we provide compensation of 10% of the price you actually paid for that delayed item. If several items are delayed, we calculate this for each affected item only. Items that arrive within their transit window are not included, and the calculation is not based on the whole order value.

If you have any concern about your shipment, please email [email protected]. This includes situations such as:

Tracking has not updated by the end of the applicable transit period.

Tracking shows delivery, but you have not received the parcel.

The parcel has been returned to the sender.

An address error prevents delivery.

The carrier cannot reach the recipient.

The parcel is delayed or damaged in transit.

No dispatch update appears after the applicable processing time.

We’re here to help with shipping questions. Email [email protected] and, if available, include your order number and delivery destination.

You may also ask whether we can serve your destination, provide a requested shipping service, or confirm a preferred carrier. A preferred carrier applies only after we confirm it in writing under Section 6.