Politique d’expédition

Shipping and Delivery Policy

Dispatch location and delivery area

Hanvilla orders are packed and dispatched from Shantou, Guangdong, China. We do not dispatch from a European warehouse. We deliver only to the EU countries and eligible addresses enabled at checkout, not to all of Europe.

Certain remote areas, islands and unsupported postal codes are excluded. If an address is found to be unsupported after payment, we will contact you before dispatch to agree an alternative address or cancel and refund the order. We will not add charges without your agreement.

Preparation and transit times

Orders are normally prepared within 3 business days after payment confirmation. Preparation business days are Monday to Friday, excluding public holidays in China.

Estimated transit time is 10-13 business days, starting from the date the carrier collects the parcel. Preparation time is additional. The applicable estimated delivery arrangements will be clearly displayed before purchase.

Estimates are not guaranteed arrival dates. Customs checks, carrier disruptions and peak periods may affect delivery. We will notify you promptly of expected significant delays and provide the options required by applicable law.

Shipping charges taxes and import arrangements

Any shipping charge is shown before payment. The total shown at checkout includes applicable VAT, import duties and customs clearance charges for eligible deliveries. You will not be asked to pay additional import charges upon delivery.

If you receive a payment request, please contact hanvillafloral@gmail.com before paying so we can resolve it with our shipping partner.

Tracking and delivery details

After dispatch, we send tracking information to the email address provided with your order. Carrier scans may take time to update.

Provide your complete and accurate name, street address, postal code and necessary contact details. Contact us promptly about errors; changes cannot be guaranteed after carrier handover. Monitor tracking and respond to reasonable delivery or collection notices.

Failed delivery refusal and returned parcels

If delivery fails directly because you provided an incorrect or incomplete address, or did not collect a parcel after appropriate notification, we may seek reasonable, documented additional transport costs actually incurred, to the extent recoverable under applicable law.

Under the carrier’s current quotation, return to its processing facility in Germany costs CNY 120 per shipment. Reshipping, if selected, incurs a further CNY 120 per shipment. Any amount requested in euros will be explained and agreed before payment, based on the actual costs lawfully recoverable. These charges are not penalties.

Before reshipping, we will confirm the address and charges with you. Reshipping will be arranged only after you agree and complete the relevant payment.

We will not pass these costs to you where delivery failure results from our error or the carrier’s responsibility. This section does not restrict your statutory withdrawal, refund or other mandatory consumer rights.

Refusing delivery does not by itself provide an unequivocal withdrawal notice; notify us by email or the website withdrawal function if you wish to withdraw. We do not automatically retain the full payment or pass all carrier disposal losses to you.

Problems caused by our error or our chosen delivery service being unable to serve an address are not automatically treated as unjustified refusal by the customer.

Lost damaged or incomplete shipments

If an order appears lost, damaged or incomplete, contact us with your order number and relevant information. Retain the goods and packaging where reasonably possible while we investigate. We will check with our shipping partner and provide the remedy required by law. Carrier compensation limits do not restrict your statutory rights against Hanvilla.

If tracking shows delivery but you have not received the parcel, contact us promptly. We will review delivery information and other reasonably necessary evidence; a delivered scan alone does not automatically end our investigation.

Customer returns after delivery are covered by our Returns and Refunds Policy. Hanvilla has no customer return warehouse in Europe. Returns go to the designated address in China, not to European carrier or transit facilities.