Shipping & Delivery Policy

Last updated: 24/08/2025

This Shipping & Delivery Policy explains how orders are processed, shipped, and delivered for purchases made on our website.

Service Coverage

  • We ship worldwide to most destinations serviceable by DHL and FedEx.
  • Orders to P.O. Boxes or military addresses may not be supported by our couriers.

Processing Times

  • Order processing (picking, quality check, packing) typically takes 1–3 business days.
  • Processing times exclude weekends and public holidays.
  • Orders placed after our daily cut‑off may be processed the next business day.

Shipping Methods and Couriers

  • Standard international express via DHL or FedEx.
  • The available courier and service level are shown or confirmed at/after checkout based on destination and weight/volumetric weight.

Delivery Timeframes

  • Transit time depends on the destination and courier routing. Typical ranges:
    • South Asia/Middle East: 3–6 business days after dispatch
    • Europe/UK: 4–8 business days after dispatch
    • North America: 5–10 business days after dispatch
    • Rest of world: 5–12 business days after dispatch
  • These are estimates; customs inspections, weather events, or courier network delays can extend delivery times.

Shipping Rates

  • Shipping charges are calculated at checkout based on destination, weight/volume, and service level.
  • Any promotional free‑shipping thresholds or flat rates will be displayed at checkout when applicable.

Tracking

  • A dispatch confirmation email with tracking details is sent once the order leaves our facility.
  • Tracking events may take up to 24 hours to appear after label creation.

Address Accuracy and Undeliverable Packages

  • Customers are responsible for providing a complete and accurate delivery address and contact number.
  • If a parcel is returned to origin due to an incorrect address, failed delivery attempts, or non‑collection from the courier/customs:
    • Re‑shipping can be arranged once the address is confirmed; additional shipping fees may apply.
    • If a refund is requested instead, original shipping fees may be non‑refundable and return shipping or return‑to‑origin fees charged by the courier may be deducted, unless the issue was our error.

Delivery Attempts and Signatures

  • Couriers may require a signature or one‑time password (OTP) upon delivery, depending on destination and service.
  • If delivery attempts are missed, the courier may hold the parcel for a limited time before returning it to origin.

Cash on Delivery (COD)

  • COD is currently not enabled unless explicitly offered at checkout for specific destinations. If COD appears at checkout, local courier terms (including any COD handling fee) apply.
  • For COD orders, risk passes on successful handover. Refusing a COD parcel may incur return shipping/handling charges.

Risk of Loss and Title

  • Risk of loss and title pass upon delivery to the shipping address provided at checkout. For COD, risk passes upon successful handover.

Customs, Duties, and Taxes

  • International shipments may be subject to import duties, VAT/GST, brokerage fees, and other charges levied by the destination country.
  • These charges are the recipient’s responsibility unless explicitly stated at checkout that duties/taxes are prepaid (DDP).
  • Customs authorities may open and inspect parcels; such inspections can cause delays beyond our control.
  • If the recipient declines to pay duties/taxes and the parcel returns to origin, deductions for outbound/return shipping and carrier fees may apply before any refund, unless due to our error.

Damaged, Missing, or Tampered Parcels

  • If a parcel arrives damaged, tampered, or short on items:
    • Report to us within 48 hours of delivery with photos/videos of the outer box, shipping label, inner packaging, and the item(s).
    • Keep all packaging until the investigation is complete; the courier may require an inspection.
  • Once validated, we will arrange a replacement or refund according to our Returns & Refunds Policy.

Lost Parcels and Delays

  • If tracking shows no movement for an extended period or the parcel is confirmed lost by the courier, we will file a trace/claim.
  • Resolutions (replacement or refund) are provided after the courier’s investigation outcome.
  • Weather, peak season, customs, or operational disruptions can cause delays that are outside our control.

Split Shipments

  • Orders with multiple items may be shipped in separate parcels to meet delivery timelines or due to stock allocation. Tracking will be provided for each parcel.

Order Changes and Cancellations

  • Address or order changes can be made before dispatch; contact us as soon as possible. After dispatch, modifications are not guaranteed.
  • To cancel before dispatch, contact us promptly. After dispatch, please use the returns process after delivery.

Returns and Return Shipping Costs

  • Returns are accepted within 14 days of delivery for unused items in original condition, per our Returns & Refunds Policy.
  • Return postage is the customer’s responsibility unless the item is defective or we made an error.

Holidays and Peak Periods

  • Processing and courier networks may experience delays during public holidays and sales events. Please allow extra time.

Contact

For shipping questions, changes, or issues:

  • Email: h.m.qandahar@gmail.com
  • Postal: Hewad Clothing Store, Setta Chowk, 2nd Aino Mena, Kandahar, Afghanistan
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