Shipping Policy

Last Updated: September 8, 2026

We want your order to arrive safely, securely, and as quickly as possible. All orders are carefully prepared before being handed over to our delivery partner, DHL.

Order Processing

Orders are normally processed within 1–3 business days after payment has been successfully confirmed.

Once your order has been dispatched, you will receive a shipping confirmation with tracking information when available.

Please note that orders placed during weekends, public holidays, or periods of high demand may require additional processing time.

Delivery

We ship orders using DHL. Delivery times vary depending on the destination, customs procedures, and other circumstances outside our control.

Estimated delivery times are provided as a general guide and are not guaranteed.

Once your package has been handed to DHL, delivery may be affected by:

• Customs inspections or clearance
• Local delivery conditions
• Weather or transportation disruptions
• Public holidays
• Incorrect or incomplete delivery information
• Unexpected delays within the carrier's network

Tracking Your Order

A DHL tracking number will be provided once your order has been shipped. You can use the tracking information to follow your package and view the latest delivery updates.

Please allow some time for tracking information to become active after dispatch.

Customs & Import Charges

International orders may be subject to customs duties, taxes, or other import fees imposed by the destination country.

Any applicable customs charges are the responsibility of the customer unless otherwise stated at checkout.

We are not responsible for delays caused by customs authorities.

Incorrect Address

Please carefully check your shipping information before completing your purchase.

If an incorrect or incomplete address is provided, delivery may be delayed or the package may be returned. Additional shipping charges may apply if the parcel needs to be resent.

If you notice an error in your shipping address, contact us as soon as possible after placing your order. We will do our best to assist, but we cannot guarantee that changes can be made after the order has been processed.

Lost, Damaged, or Delayed Packages

If your order appears to be significantly delayed, lost, or arrives damaged, please contact us so we can assist you.

For damaged packages, we recommend taking photographs of the parcel and the products as soon as possible and keeping the original packaging until the matter has been resolved.

Delivery Confirmation

Once DHL confirms that a package has been delivered to the shipping address provided at checkout, we generally consider the order delivered.

If you cannot locate a package marked as delivered, please check with household members, neighbors, building reception, or the local DHL delivery service before contacting us.

Contact Us

If you have questions about your shipment or need assistance with your order, please contact our customer support team through the contact information provided on our website.

Thank you for shopping with us.

Company name: SMARTPUFF LIMITED

Company number 08885280

Address: 12 Electric Parade, Seven Kings Road, Ilford, Essex, IG3 8BY

Email: admin@hedwigz.com