Delivery Policy

1. Delivery methods

We sell two kinds of product, and they are delivered in different ways. The product page tells you which applies before you buy.

2. Digital delivery

• Timing. We contact you to arrange payment after receiving your order. Once payment is confirmed, we arrange digital delivery to the email address on your order.
• What you receive. For licences, an activation key and instructions. For downloads, a link that remains valid for 30 days.
• No shipping charge. Digital orders have no delivery cost and no physical shipment. There is nothing to track in the post.
• Check your spam folder. After we confirm digital fulfilment, check your junk or promotions folder if the email is missing.
• Not received? Email orders@hashiraltd.co.uk with your order number and we will resend or resolve it the same working day.

Digital delivery is complete once the key is displayed to you or the download link is issued. This affects your cancellation rights — see our Refund & Cancellation Policy.

3. Physical delivery

Physical items are packed and dispatched from the United Kingdom. We use tracked services so both you and we can see where a parcel is.

• Standard UK — tracked, 2–4 business days after dispatch
• Express UK — tracked, next business day after dispatch (order before 12:00)
• EU standard — tracked, 4–10 business days after dispatch
• EU express — tracked, 2–4 business days after dispatch

These are estimates based on our carriers' published service levels. They are not guaranteed delivery dates unless we have agreed one with you in writing.

4. Dispatch and transit times

Business days are Monday to Friday, excluding UK public holidays. Orders placed after 12:00 on a Friday, or at a weekend, begin processing on the next business day.

During peak periods, or where an item is temporarily out of stock, dispatch may take longer. If a delay will exceed 5 business days we will contact you and offer the choice of waiting or cancelling for a full refund.

5. Shipping costs

Shipping is calculated at checkout from the destination and selected delivery method. The exact amount is shown before you submit the order.

• Digital goods: no shipping charge.
• Physical goods: shipping shown at checkout.
• Free standard UK shipping on physical orders of £75 or more.

6. Tracking

When a physical order is dispatched you will receive an email with a tracking number and a link to the carrier's tracking page. Tracking information can take up to 24 hours to become active after dispatch. If the tracking link is not working, contact us and we will check the shipment with the carrier.

7. Failed deliveries

If a carrier cannot deliver, they will normally leave a card and attempt redelivery or hold the parcel at a local depot. If a parcel is returned to us because:

• nobody was available and it was not collected within the carrier's holding period;
• the address provided was incomplete or incorrect; or
• delivery was refused;

then we will contact you to arrange redelivery. Redelivery may incur an additional shipping charge. If you would prefer a refund instead, we will refund the item price less the original shipping cost.

8. Lost or damaged parcels

Damaged on arrival. Photograph the packaging and the item and contact us within 48 hours of delivery. We will arrange a replacement or a full refund at our cost, including return postage.

Not delivered. If tracking shows no movement for 7 business days, or the parcel is marked delivered but you have not received it, contact us. We will open an investigation with the carrier. If the carrier cannot locate the parcel we will replace it or refund you in full.

Risk in the goods passes to you on delivery. However, where we arrange the carrier, we take responsibility for loss or damage in transit until the parcel is delivered to you.

9. Customs and import duties

For deliveries to the European Union, goods are exported from the United Kingdom. Depending on the value and the destination, import VAT and customs duties may be payable on arrival. These charges:

• are set by the destination country's customs authority, not by us;
• are the responsibility of the recipient; and
• cannot be calculated or collected by us in advance.

Where a carrier pays duties on your behalf to release the parcel, they will invoice you for the amount plus any handling fee. If you refuse to pay and the parcel is returned to us, we will refund the item price less the original shipping cost and any return charges.

10. Countries we ship to

We ship physical goods to: the United Kingdom, the European Union, Switzerland and Norway, the United States and Canada, Australia and New Zealand, Singapore and Malaysia, China, Hong Kong China, Macao China, Taiwan China, Japan and South Korea. Digital orders are accepted for the destinations listed above, subject to the restrictions below.

We do not supply to countries or persons subject to UK, EU, UN or US trade sanctions. We may cancel an order and refund it in full where we are not permitted to supply.

11. Address accuracy

Please check your delivery address carefully before completing checkout. We cannot change an address once an order has been dispatched. If you notice an error, contact us immediately at orders@hashiraltd.co.uk and we will do what we can before dispatch.

Contact

Hashira Ltd
128 City Road
London EC1V 2NX
United Kingdom
Orders and delivery: orders@hashiraltd.co.uk