1. General Overview
This Shipping Policy outlines the delivery processes, timeframes, and terms for all orders placed through www.hooklivo.com. By completing a purchase with hooklivo, you agree to the shipping terms detailed below.
2. Dispatch Origin
All physical goods are processed, packed, and dispatched directly from our logistics facility located at:
Noliktavu iela 7, Dreiliņi, Stopiņu pagasts, Ropažu novads, LV-2130, Latvia.
3. Order Processing Time
Upon receiving order confirmation, our fulfilment team requires 1–2 business days to process and prepare the items for dispatch. Processing involves inventory verification, packing, and handover to the courier. Orders placed over weekends or regional public holidays will begin processing on the next consecutive business day.
4. Shipping Methods and Delivery Timeframes
We exclusively serve the European region. To facilitate timely deliveries, hooklivo partners with established international logistics carriers, including DHL, FedEx, and UPS (Priority services).
- Standard Transit Time: Deliveries to European destinations generally require 3 to 8 business days from the date of handover to the carrier.
- Please note that these timeframes are estimates. Transit times may fluctuate due to factors outside our direct control, including adverse weather conditions, regional courier disruptions, or customs clearance procedures (where applicable).
5. Order Tracking and Notifications
We provide comprehensive tracking for all shipments. Customers will receive automated email notifications at the address provided during checkout at the following key transit milestones:
- Upon initial dispatch from our Latvian facility.
- Upon arrival at the destination country’s regional sorting facility.
- When the parcel is handed over to the local delivery driver and out for final delivery.
6. Duties, Taxes, and Customs
For orders delivered within the European Union (EU), Value Added Tax (VAT) is applied in accordance with EU regulations. For European destinations outside the EU customs union, the recipient remains responsible for any import duties, clearance fees, or local taxes levied by the destination country’s customs authority.
7. Delayed or Missing Shipments
We monitor the transit progress of all outbound parcels. Should an order exceed the standard 3 to 8 business days delivery window, please contact our support team.
In such instances, hooklivo will initiate a formal investigation with the respective carrier to determine the package’s status. Depending on the official findings of this investigation, we will provide a fair resolution, which will result in either a full refund or a replacement shipment, evaluated on a case-by-case basis.
8. Contact Information
For any enquiries regarding shipping, tracking, or delivery statuses, please reach out to us at:
Email: hook@hooklivo.com