Shipping policy
At By the Hour, each order is carefully packed before dispatch to help ensure your piece arrives safely and in the condition described in its listing.
Order Processing
Orders are generally processed and shipped within 5 business days of purchase, unless otherwise stated in the product listing.
Once your order has been dispatched, you will receive a Shipping Confirmation email containing your tracking information.
For registered customers, the latest order status may also be viewed through the My Orders section of your account.
Please note that processing times refer to the time required to prepare and dispatch your order and do not include the carrier’s delivery time.
Shipping Destinations
We currently ship to selected international destinations. Available destinations and shipping rates will be displayed at checkout.
If your country is not available at checkout, please contact us through our Contact Form to enquire about shipping availability. Additional shipping arrangements may be available depending on the destination.
Delivery Times
Estimated delivery times vary depending on the destination, shipping method, carrier, customs processing, and other circumstances outside of our control.
Delivery estimates are provided for guidance only and are not guaranteed. Delays may occur due to customs clearance, weather, carrier disruptions, public holidays, or other unforeseen circumstances.
Tracking
A tracking number will be provided in your Shipping Confirmation email once your order has been dispatched.
Customers are responsible for monitoring their tracking information and ensuring that they are available to receive their parcel where required.
Customs, Duties & Taxes
For international orders, the recipient may be responsible for customs duties, import taxes, VAT, or other charges imposed by the destination country.
These charges are determined by the relevant authorities in the destination country and are not controlled by By the Hour.
Unless expressly stated otherwise at checkout, any applicable customs duties, taxes, or import charges are the responsibility of the buyer.
Customers are also responsible for ensuring that their purchase can legally be imported into their destination country.
Incorrect Delivery Information
Customers should provide accurate and complete delivery information at checkout.
By the Hour is not responsible for delays, failed deliveries, or additional charges resulting from incorrect or incomplete information provided by the customer.
If a parcel is returned to By the Hour because of an incorrect address, unsuccessful delivery, or failure to collect the parcel, additional shipping charges may apply if the customer requests that the order be resent.
Lost or Delayed Parcels
Once an order has been dispatched, delivery is handled by the selected carrier. While we cannot control carrier delays or disruptions, we will provide reasonable assistance with tracking and carrier enquiries where possible.
If your tracking information indicates that your parcel is delayed or appears to be lost, please contact us at bthourco@gmail.com with your order number and tracking information.
Damaged Parcels
Our orders are carefully packaged before dispatch.
If your parcel arrives visibly damaged, please retain the original packaging and contact us at bthourco@gmail.com as soon as possible. Please provide photographs of the parcel, packaging, and item so that we can assess the situation and assist with any necessary carrier enquiry.
Risk During Transit
Once an order has been handed over to the carrier for delivery, responsibility for the parcel during transit is subject to the applicable shipping terms and any rights or protections available under applicable law.
By the Hour will provide reasonable assistance with carrier enquiries where possible but cannot guarantee delivery times or outcomes determined by the carrier.
Contact Us
For questions regarding shipping or delivery, please contact:
By the Hour
Email: bthourco@gmail.com