Shipping Policy

Last updated: October 1, 2026

This Shipping Policy explains how orders placed with HideWay are processed, shipped, tracked, and delivered.

1. Order Processing Time

Orders are usually processed and fulfilled within 1–2 business days after an order is placed.

Processing times may vary during busy periods, high order volumes, public holidays, carrier disruptions, or unexpected operational delays.

Once your order has been shipped, you will receive available tracking information using the contact details provided with your order.

2. Estimated Delivery Time

After an order has been processed and fulfilled, delivery usually takes approximately 3–7 business days.

Delivery times are estimates and may vary depending on factors including:

• Your delivery location

• Shipping carrier

• Customs processing

• Weather conditions

• Public holidays

• High shipping volumes

• Incorrect or incomplete shipping information

• Carrier disruptions

• Other circumstances outside our reasonable control

We recommend allowing additional time during major holidays and other high-volume periods.

3. Countries We Ship To

HideWay currently ships to the following countries and regions:

• Australia

• Austria

• Belgium

• Bulgaria

• Canada

• Croatia

• Cyprus

• Czechia

• Denmark

• Estonia

• Finland

• France

• Germany

• Greece

• Hungary

• Ireland

• Italy

• Latvia

• Lithuania

• Luxembourg

• Malta

• Netherlands

• New Zealand

• Poland

• Portugal

• Romania

• Slovakia

• Slovenia

• Spain

• Sweden

• United Kingdom

• United States

Shipping availability may change from time to time.

If delivery is unavailable to your address, this will generally be indicated during checkout.

4. Order Tracking

Tracking information will be provided when available after your order has been fulfilled and shipped.

Please allow some time for tracking information to update after your tracking number is issued. Carriers may take time to scan a package into their network.

If your tracking information does not update immediately, this does not necessarily mean that your package has not been shipped.

5. Shipping Costs

HideWay may offer free shipping on qualifying orders or as part of selected promotions or bundle offers.

Any applicable shipping costs will be displayed during checkout before payment is completed.

Shipping offers and eligibility requirements may change from time to time.

6. Shipping Delays

Although most orders are expected to arrive within the estimated delivery period, delays can occasionally occur.

Possible causes include:

• Carrier delays

• Customs processing

• Weather conditions

• Public holidays

• High order volumes

• Incorrect customer information

• Transportation disruptions

• Events outside our reasonable control

If your order has not arrived within 15 days after fulfilment, please contact:

support@hideway.store

Include your order number and the email address used at checkout so we can review the available tracking information and assist with investigating the shipment.

7. Incorrect or Incomplete Shipping Address

Customers are responsible for providing complete and accurate shipping information during checkout.

If you notice an error in your shipping address, contact us as quickly as possible at:

support@hideway.store

Please include:

• Your order number

• Full name

• Email address used at checkout

• Correct shipping address

We will try to update the address before fulfilment, but changes cannot be guaranteed.

Once an order has been processed or shipped, we may be unable to modify its delivery address.

Additional costs resulting from an incorrect or incomplete address may be the customer's responsibility where permitted by applicable law.

8. Delivered but Not Received

If tracking indicates that your package has been delivered but you cannot locate it, we recommend:

• Checking around your delivery location

• Checking mailboxes and designated safe locations

• Asking household members

• Checking with neighbours

• Contacting building reception or property management, where applicable

• Contacting the shipping carrier

• Allowing a short period in case the carrier marked the package as delivered before completing delivery

If you still cannot locate the package, contact us at:

support@hideway.store

Please provide your order number and relevant delivery information so we can review the available tracking details and determine what assistance may be available.

9. Lost Packages

If tracking indicates that a shipment may have been lost in transit, contact us at:

support@hideway.store

We may review the tracking history and, where appropriate, contact or direct you to the relevant carrier to investigate.

Any refund, replacement, or other remedy for a lost shipment will be handled in accordance with applicable consumer law and the circumstances of the shipment.

10. Returned-to-Sender Packages

A package may be returned to the sender for reasons including:

• Incorrect or incomplete address

• Failed delivery attempts

• Refusal of delivery

• Failure to collect the package

• Carrier or customs issues

If your package is returned, contact support@hideway.store.

Depending on the circumstances, we may be able to arrange reshipment. Additional shipping charges may apply where the return resulted from incorrect customer information, refusal of delivery, or failure to collect the package, where permitted by applicable law.

11. Customs, Duties and Import Charges

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

Where these charges are not collected during checkout, customers may be responsible for applicable import charges imposed by local authorities or carriers.

Customs processing may also affect estimated delivery times.

12. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at:

support@hideway.store

We will try to accommodate your request before fulfilment begins, but changes and cancellations cannot be guaranteed once an order has entered processing or has been shipped.

For additional information, please review our Return & Refund Policy.

13. Consumer Rights

Nothing in this Shipping Policy is intended to exclude, restrict, or modify any consumer right, guarantee, or remedy that cannot legally be excluded under applicable law.

Where applicable consumer law provides additional rights relating to delivery, lost shipments, damaged goods, or other fulfilment issues, those rights will continue to apply.

14. Contact Us

For questions regarding shipping, tracking, delivery, or your order, contact:

HideWay Customer Support
Email: support@hideway.store