Shipping Policy

  • 1. Shipment Processing Time:

    All orders are handled within 24 hours. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days.
    In the absence of any special days, the average estimated delivery times after orders are shipped;
    Romania: 1-3 days
    EU Countries: 5-10 days
    Countries Outside the EU: 7-15 days
    If there will be a significant delay in the shipment of your order, we will contact you via email or telephone. While to make every effort to get our products to you as quickly as possible, shipping times may still take longer than indicated. During sales and holiday periods, expect delays. If a delay occurs out of our control a refund cannot be processed.
    Once an order is dispatched from our warehouse, HEXLUM cannot be held responsible for any delivery delays, or missing, lost, or stolen packages. If you are experiencing any of these issues, please contact the courier directly.
    Please allow approx. 2 weeks handling time before items are shipped and tracking numbers can be provided.

  • 2. Shipment Confirmation, Order Tracking and Import Fees(Customs, Duties, and Taxes):

    Once your order has been shipped, you will receive a shipment confirmation email containing your tracking number(s). The tracking number will be active within 24 hours. Please ensure you have entered the correct email address at checkout.
    Our products are shipped from within the European Union (EU). If your delivery address is outside of the EU, you may be subject to import duties and taxes, which are levied once the package reaches your country. The customer is solely responsible for all customs duties and taxes.
    We cannot control any delays occurred by Port Delays or Customs Clearance.
    Hexlum is not responsible if customers are not notified by their country's postal authority that items are awaiting payment of customs duties and taxes. Please keep an eye on your shipment when the tracking number is provided to avoid delays.
    Please be aware that Hexlum is not liable for customs clearance fees in your country nor are we responsible for holding times of packages by customs.

  • 3. Damaged, Lost or Stolen Shipments:

    Hexlum is not liable for any products damaged or lost during shipment. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim. If your order was marked as delivered but you have not received it, please contact the shipment carrier or our support team directly to investigate the issue.