Shipping policy

 

Welcome to HISHI STORE. We want to ensure your shopping experience is as transparent as possible. Our product catalog consists of both physical custom, made-to-order merchandise and instant downloadable digital products (such as PDF artwork).

By placing an order on our store, you agree to the fulfillment timelines and conditions outlined below.

1. Instant Digital Product Delivery

• Instant Access: Upon successful payment processing at checkout, a download link will be displayed immediately on your order confirmation page.
• Email Delivery: An automated order confirmation email containing a secure download link will also be dispatched to the email address provided during checkout.
• Spam / Junk Folder Warning: If you do not see your confirmation email within 5 to 10 minutes of purchase, please check your spam, junk, or promotional email folders before contacting customer support.
• Incorrect Email Address: It is the customer's responsibility to enter a correct, working email address at checkout. If you entered an incorrect email address, please contact us immediately to re-issue your digital delivery link.

2. Physical Merchandise Production & Fulfillment Timelines

Because we specialise in custom-printed apparel and physical goods, our physical fulfillment timeline is split into two distinct parts: Production Time (manufacturing your item) and Shipping Time (courier delivery to your door).

• Standard Production Time: Please allow [e.g., 2 to 5 business days] for your physical order to be processed, printed, and quality-checked before it is handed over to the courier.
• Peak Seasons: During peak sales periods (such as Christmas, Black Friday, or Father's Day), physical manufacturing times may increase to [e.g., 5 to 7 business days]. We will notify you on the storefront header if delays are expected.
• Business days are classified as Monday to Friday, excluding UK Bank Holidays.

3. Shipping Rates & Delivery Timeframes (Physical vs. Digital)

Once custom physical items have been manufactured, they are dispatched via our preferred courier networks. The delivery windows listed below are estimates provided by couriers and begin from the day of dispatch, not the day the order was placed.

Product Type	Destination	Fulfillment / Shipping Method	Estimated Delivery Time	Cost
Digital Downloads	Worldwide	Instant Digital Delivery (Email / Link)	Instant (0–10 mins)	FREE (£0.00)
Physical Goods	United Kingdom (Mainland)	Standard Delivery (e.g., Royal Mail 48 Tracked)	2 - 3 business days	Standard local delivery fees at time of shipping. Fees may vary.
Physical Goods	United Kingdom (Mainland)	Express Delivery (e.g., Royal Mail 24 Tracked / DPD)	1 - 2 business days	Standard local delivery fees at time of shipping. Fees may vary.
Physical Goods	Europe (EU)	International Tracked	5 - 10 business days	Standard local delivery fees at time of shipping. Fees may vary.
Physical Goods	Rest of World	International Tracked	7 - 14 business days	Standard local delivery fees at time of shipping. Fees may vary.

*Please note: Purchasing Express Delivery for physical items speeds up the courier transit time, but standard manufacturing/production times still apply.

4. Order Tracking for Physical Goods

As soon as your physical package has been printed and handed over to the courier service, an automated email and/or SMS notification will be sent via Shopify. This confirmation will contain a unique tracking link (e.g., Royal Mail, DPD, or Evri tracking number), allowing you to monitor your physical delivery status in real-time.

5. Customs, Duties & Import Taxes (Physical Goods)

• UK Deliveries: All orders shipped within the UK are fully inclusive of domestic taxes. No extra duties will apply upon delivery.
• International Shipments (Including EU): Following the UK's departure from the European Union, international physical shipments may be subject to local import customs duties, VAT, and administrative clearance fees levied by the destination country's government.
• Responsibility: Any and all customs duties or import charges are the sole responsibility of the recipient. HISHI STORE and DUHO Ltd have no control over these government-enforced rates and cannot predict or reimburse them. Digital products are exempt from physical import duties.

6. Incorrect Addresses & Failed Delivery Attempts

It is the customer's responsibility to ensure that correct contact and delivery details are supplied in full at checkout.

• Address Changes for Physical Goods: If you spot a mistake in your physical shipping address, you must contact us via email within [e.g., 2 hours] of purchase. Once your custom merchandise has entered production or been labeled, we are unable to change the delivery routing.
• Returned to Sender: If a physical package is returned to our facility because of an incomplete/incorrect address or because it was left uncollected at a local courier depot following failed delivery attempts, the customer will be liable for the secondary postage fee required to reship the package.

7. Damaged, Missing, or Undelivered Shipments

If your physical shipment arrives damaged or if you experience issues downloading your digital products, please proceed as follows:

• Damaged Physical Packaging: If physical packaging is visibly torn or crushed on arrival, please take photographs before opening it. If the custom item inside is compromised, contact us immediately.
• Missing Physical Deliveries: Please check with immediate neighbors, safe spaces, or your building's mailroom/concierge first. If the item is missing, notify us within 14 days of the listed delivery date so we can open an investigation with the courier.
• Digital Access Issues: If you experience technical errors or link expiration issues when attempting to download your digital artwork, email customer support with your Order Number for an updated link.