Shipping & Customs

You choose a delivery tier, Standard or Express. You do not choose the courier. We use the cheapest courier that is eligible for the tier you picked and the country you are sending to. We show the courier's name and the tracking link once your parcel has been dispatched.

The shipping charge is the courier's own rate. We add no margin to it.

At checkout we show an estimated delivery time for your country, counted from the day we dispatch. It is an estimate and not a promise. Customs checks and the postal services of both countries are outside our control, and they are the usual reason for delays.

Each country has a maximum weight for one parcel, and some also have a minimum. Your cart shows the limits for the country you have chosen. We send one parcel per dispatch and we do not split it, so a basket that is too heavy has to be reduced, or sent as two orders.

We email you a tracking number as soon as your parcel is dispatched, and you can follow it from your account.

Goods shipped to you are imported in your name, so you are the importer and the person named on the parcel for customs. This is normal for personal imports. We handle the buying, packing and shipping, and we prepare the customs paperwork for you, but the import itself is yours.

Parcels are delivered duty unpaid. When the parcel reaches your country, customs, the carrier or the postal service may ask you to pay import VAT, duty or a handling fee. We do not collect or control these, and they are your responsibility.

The amount depends on your country and on what is in the parcel, so we cannot say in advance what it will be. At checkout we show a short notice for the country you have chosen. Please also read your country's own customs guidance for importing goods for personal use.

We prepare the customs documents with care: an accurate description, value, weight and origin for everything in your parcel. For forwarded packages we use the values on your shop invoices, so please make sure they are correct. See the Parcel Forwarding terms.

Some goods are restricted or banned for import in your country. Check that what you order may lawfully be imported. We may remove an item that we think breaks the rules, and we will tell you if we do.

We don't offer shipping insurance at the moment, so you won't see it at checkout. If a parcel is lost or damaged in transit, contact us and see Cancellations & Refunds for what happens next.

Please check your delivery address carefully before you pay. If a delivery fails, for example because of a customs hold or an address problem, write to hello@hometrolley.com and we will help you sort it out with the carrier.