Shipping Policy

At Hiley, we strive to provide efficient and reliable shipping services to ensure that your order arrives safely and on time. Please review the following details about our shipping policy.

1. Shipping Methods and Delivery Time

We offer shipping to most regions within Europe.We ensure that all orders are carefully packaged for safe delivery.

  • Standard Shipping:

    • Handling time: 1-2 days (Monday-Friday)

    • Delivery time: 3–10 business days

    • Available for most European countries.

Please note that delivery times are estimates and may vary due to factors such as shipping carrier delays or customs processing.

2. Shipping Charges

  • No charge for changing the address before we provide you with the tracking number.

  • A $20 charge will apply if the address change is successful and reflected in the in-transit shipping information provided by FedEx.

  • If the item is already in transit and you fail to cancel the order, please reject the package at delivery. A 10% cancellation fee based on the scooter’s value will be applied.

  • d. If you request an address change after the order has shipped, we will submit the request to FedEx/UPS. However, we cannot guarantee that the address will be updated successfully.

3. Order Processing Time

All orders are processed within 1–2 business days. You will receive an order confirmation email once your order is placed. After processing, you will receive a shipping confirmation email with a tracking number.

  • Note: Orders placed on weekends or holidays will be processed on the next business day.

4. International Shipping

For international shipments, please note the following:

  • Customs Duties and Taxes: Customers are responsible for any applicable customs duties, taxes, or import fees.

  • Shipping Delays: International shipments may be subject to delays due to customs processing or local regulations.

If you're ordering from outside Europe, please contact us before placing an order to confirm shipping costs and delivery times.

5. Shipping Restrictions

Certain items may have shipping restrictions due to size, weight, or local regulations. If there are any issues with your order, we will notify you and work with you to resolve the issue.

6. Tracking Your Order

Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to check the status of your shipment on the carrier’s website.

If you have any issues with tracking your order, please feel free to contact our customer support team at service@hiley-scooter.eu.

7. Lost or Damaged Shipments

While we take great care to ensure your order is delivered safely, in rare cases, shipping damage or loss may occur.

  • If your item is damaged during shipping, please contact us within 7 days of receiving the product. We will ask for photo or video proof of the damage and initiate a replacement or refund as needed.

  • If your package is lost during transit, we will work with the carrier to resolve the issue. However, please note that once a shipment leaves our warehouse, the carrier is responsible for its delivery. If you have concerns about shipping, please contact us immediately.

8. Shipping to P.O. Boxes

We do not currently ship to P.O. Boxes. Please provide a physical address during checkout.

9. Order Modifications or Cancellations

If you wish to modify or cancel your order after it has been placed, please contact us as soon as possible at service@hiley-scooter.eu. Once the order has been processed or shipped, we may not be able to make changes.

10. Contact Us

For any questions or issues regarding shipping, please feel free to contact us at:

Hiley

Policy

Support

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