Shipping policy

INTERNATIONAL SHIPPING POLICY

International Orders | watchlife.helloedc.com

All international orders are shipped on a DDP (Delivered Duty Paid) basis. The full returns, exchange and refund policy for international orders is available on the Returns, Exchange & Refund Policy page.

INTERNATIONAL SHIPPING

14. DO YOU SHIP INTERNATIONALLY?

Yes.

HEllO currently provides international shipping to selected markets including the Middle East, USA, Europe, Australia, Hong Kong, China, Japan, Taiwan, Thailand, Vietnam, the Philippines, Indonesia and Singapore.

The countries and destinations available for shipping may change from time to time.

Please check the available shipping destination at checkout.

15. HOW DOES INTERNATIONAL DDP SHIPPING WORK?

All international orders are shipped on a DDP (Delivered Duty Paid) basis.

Under DDP, HEllO bears the applicable shipping costs, customs duties and import taxes associated with the delivery of your order.

This means that there should be no additional shipping, customs duty or import tax payment required from you at the time of delivery.

However, certain countries may impose additional charges, fees, levies or other costs that are separate from customs duties and import taxes, in accordance with their local laws, regulations or requirements.

Such charges may be imposed by local authorities, customs agencies, courier companies or other service providers and may fall outside the scope of DDP.

Any such charges, where applicable, will be governed by the laws and regulations of the destination country and may be payable by the customer.

If you are asked to make an additional payment in connection with the delivery of your order, please contact us at ecom@helloedc.com so that our team can assist you.

16. ARE THERE ANY SHIPPING CHARGES ON MY ORDER?

For orders over US$95, international shipping is free.

International orders are shipped on a DDP (Delivered Duty Paid) basis, as described above.

HEllO covers the applicable shipping costs, customs duties and import taxes associated with the delivery of the order.

Please note that any additional charges imposed separately by a destination country's authorities or service providers under applicable local laws or regulations may fall outside the scope of DDP and may be payable by the customer.

Where a refund is approved, we refund the price paid for the goods. Customs duties and import taxes prepaid by HEllO under DDP are not refundable once the shipment has been cleared for import. An order cancelled before dispatch is refunded in full, as no duties or import taxes have been incurred.

CASH ON DELIVERY

17. DO YOU OFFER CASH ON DELIVERY?

No.

Cash on Delivery (COD) is not available for international orders.

All international orders must be paid for online using the payment methods available on watchlife.helloedc.com at the time of purchase.

18. WHAT IF MY SHIPPING ADDRESS IS INCORRECT?

Please ensure that your shipping address and contact details are accurate and complete before placing your order.

If you realise that your shipping address is incorrect, please contact ecom@helloedc.com immediately.

We will make reasonable efforts to assist with an address correction if the order has not yet been dispatched.

Once an order has been dispatched, changes to the shipping address may not be possible.

Any additional charges arising from an incorrect or incomplete address, failed delivery attempts, re-routing, storage, re-shipping or other requirements imposed by the courier or local authorities may be payable by the customer.

19. WHAT HAPPENS IF I REFUSE DELIVERY?

Customers are requested not to refuse delivery of an international order.

Refusal of delivery does not constitute an approved return or cancellation.

If an order is refused and subsequently returned to HEllO, any refund will be subject to an assessment of the circumstances, including applicable shipping, customs, return-to-origin, handling or other charges incurred by HEllO.

Please contact ecom@helloedc.com if you experience an issue with your delivery before refusing the shipment.

20. WHAT HAPPENS IF THE RECIPIENT IS UNAVAILABLE?

Our logistics partners may make delivery attempts according to their local delivery procedures.

Customers should ensure that someone is available to receive the shipment or follow the instructions provided by the courier for arranging delivery.

If the package cannot be delivered due to the recipient's unavailability, incorrect or incomplete address, failure to respond to the courier, or other circumstances attributable to the recipient, additional charges may apply for re-delivery, storage, re-routing or return-to-origin.

Such charges may be payable by the customer.

21. DELIVERY TIMES

Orders are generally packed and ready for dispatch within 2 business days.

Under normal conditions, international orders are expected to reach the destination within approximately 8-12 days after placing the order.

Delivery timelines are estimates and may vary depending on the destination.

Delivery may take longer for remote locations or due to circumstances beyond our control, including:

  • Customs clearance
  • Public holidays
  • Weather conditions
  • Road blockages
  • Strikes
  • Transportation disruptions
  • Customs or regulatory procedures
  • Other unforeseen circumstances

CUSTOMER SUPPORT

For any questions, concerns or issues relating to your international order, please contact ecom@helloedc.com. Please include your order number so that our team can assist you efficiently.