Shipping policy

Shipping

Where We Ship From

Orders are fulfilled from our logistics partners' warehouses in Hong Kong and, when stock is available there, the United States. The warehouse is chosen automatically, and shipping options and prices at checkout always show what applies to your order.

Shipping Options and Fees

Shipping is calculated at checkout from your delivery country and the number of keys in your order. Prices are shown in euros for EU and other European countries on our euro stores, in pounds for the United Kingdom, and in US dollars elsewhere. There is no free shipping.

For most destinations you can choose between two options:

  • DDP (Delivered Duty Paid). Import duties and import taxes are included in the shipping price. You pay everything at checkout and nothing is due on delivery.
  • DAP (Delivered at Place). The shipping price covers transport only. Import duties, import taxes and the carrier's customs clearance fee are charged to the recipient when the parcel is delivered.

DDP is not available everywhere. Which options appear depends on the destination and the size of the order. For example, small orders to EU countries are offered as DDP only, and in a number of countries, including parts of Africa, Central Asia, the Caucasus, the Caribbean and Oceania, only DAP is offered.

Orders larger than 25 keys, or orders to a destination that is not shown at checkout, are quoted individually. Please write to sales@hideez.com.

Import Duties and Taxes

Product prices are shown without VAT.

  • With DDP, duties and import taxes are paid on your behalf as part of the delivery price. The customs documents are not issued in your name, so you should not expect to reclaim this import VAT. If you are a VAT-registered business and want to reclaim import VAT, choose DAP where it is available.
  • With DAP, you are the importer of record. The carrier or customs authority will ask you for duties, taxes and a clearance fee, usually before or on delivery. We cannot give the exact amounts in advance, because they depend on your country's rules. You receive the customs documents and can use them for your records.

We are not responsible for duties, taxes or fees charged on a DAP shipment.

Delivery Time

The estimated delivery time is shown next to the shipping option when the carrier provides it. Delivery times are estimates and do not include customs clearance, which can add days, especially for DAP shipments.

Orders and Tracking

  • Orders are usually packed and shipped within 1–2 business days of payment, Monday to Friday. Processing can take longer during holidays and sales.
  • After you place an order you receive an order confirmation email. When it ships you receive a shipping confirmation with a tracking number and a tracking link.
  • To change your order details, write to sales@hideez.com with your order number. You can change the shipping address only before dispatch.
  • Orders cancelled before the shipment has left our warehouse are refunded in full. Orders cancelled after it has left are refunded under the Returns policy.
  • If your delivery is delayed, contact sales@hideez.com.

Customs and Delays

International shipments are subject to customs clearance, which can cause delays beyond the original estimate. If a parcel cannot be delivered because the address is wrong or the recipient does not pick it up, extra shipping costs may be charged.

Countries We Do Not Ship To

We do not ship to countries under sanctions or embargo, including Russia, Belarus, Iran, North Korea, Syria and Cuba, or to the occupied regions of Ukraine.

We also do not currently offer shipping to: Afghanistan, Myanmar, Libya, Sudan, South Sudan, Venezuela, Kosovo, mainland China, Macao, Greenland, the Faroe Islands, the Åland Islands, the Marshall Islands, Micronesia and Palau.

If your country is not shown at checkout, write to sales@hideez.com and we will check whether we can quote it. Parcels contain a battery, so carriers apply their own restrictions on some routes.

Pre-order Shipping Information

Pre-ordered items are not in stock when you order. The estimated shipping date is shown on the product page. It is an estimate: we cannot guarantee a specific date, but we will keep the information as current and accurate as we can. Pre-orders are processed in the order we receive them.

  • Payment for pre-ordered items is charged at checkout, not when they ship.
  • You can cancel a pre-order for a full refund at any time before it is dispatched. Write to sales@hideez.com with your order number. We refund to the original payment method within 7 business days.
  • If we expect to ship more than 14 days after the date shown, we will email you, and you can cancel for a full refund. If we cancel a pre-order ourselves, we refund it in full automatically.
  • If your order contains pre-ordered and in-stock items, we ship everything together once all items are ready. If you want the in-stock items first, ask us before dispatch. The shipping fee for the second parcel is then charged separately.
  • Defects, replacements and refunds for pre-ordered keys follow the Returns, Replacements and Refunds policy. The 30 days start on the delivery date.

Returns, Replacements and Refunds

Information about defective keys, replacements, refunds and returns is in our Returns, Replacements and Refunds policy.