Global free shipping and fast delivery
faqs
  • My orders
  • Shipping
  • Refunds
    My orders
  • Why did I not receive any confirm email?
    If you do not receive any email from Hortory after you successfully place the order, please check your spam, they may be blocked. If there is still no please contact us.
    Normally, Hortory will send you an confirm Email after you ordered, and when we ship the goods, we will send you a second e-mail about the tracking number.

  • How do I track my Hortory order?
    You have 3 options to track your parcel:

    1. Online tracking order status
    Visit the following address to check the latest logistics status of your order through your email address.

    2. Got a Hortory account?
    Log in your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information there.


    3. I don't have a Hortory account yet
    
As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, don’t stress! Your order will usually take around 2-4 business days to be dispatched.



    *Please note, tracking can take around 48 hours to update after dispatch.
  • My Hortory parcel is lost, what do I do?
    All shipping timeframes operate in business days which excludes weekends and public holidays.
    If your delivery has exceeded the shipping timeframe you will need to contact the courier delivering the parcel to you incase they have more information that isn't shown on your tracking link. Your parcel could be awaiting collection at your local post office.
    If they are unable to locate your parcel, please reach out to our Customer Experience team at help@hortory.com
  • What happens if I entered the wrong address?
    Please contact bill@hortory.com as soon as possible. In some cases, we may be able to change the address for you if your order hasn't already been processed by our warehouse. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, we may contact you or your order may be refunded once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable.
  • Can I edit or cancel my order?

    We have a very fast turn around of orders in our warehouse to ensure quick delivery, this means we can't guarantee orders can be edited or cancelled once placed. If you would like to edit or cancel your order please contact us with the subject ‘cancel’ and your order details as soon as possible. If your order has already been shipped, you can return this by following the steps here.

  • What if my parcel or product is damaged?

    If your package becomes damaged during transit, notify us within 7 days of the parcel being delivered at help@hortory.com with clear photos of everything you have received and the condition of the parcel/products. We can inspect the damaged package and the damaged items may be replaced.

    Shipping
  • Will I need to pay customs?
    All orders are currently shipped from US and the HK. Customers will not be charged customs or import fees for orders received within Australia, USA, Canada UK and Europe. If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.
  • When will my order be shipped?
    We process orders between Monday and Saturday. The order will be processed and shipped within 2-3 working days from the date of the order. If you still have not received the tracking confirmation after 5 working days from the date of payment, please contact us. (Please note that we do not ship on weekends)
  • Is my order eligible for free shipping?
    Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.
    Refunds
  • How do I return an item?
    If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
  • What if the items I received are defective?
    Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
  • How long is the returns process?
    Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
  • When will I receive my refund?
    All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
    If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
Hortory.com © 2019-2021 Copyright, All Rights Reserved