Shipping Policy

Last updated: September 29, 2026

At HAUNTOVA, we offer free standard shipping to the destinations available at checkout.

Below you will find information about order processing, estimated delivery times, and assistance with shipping issues.

1. Shipping destinations and costs

We currently accept orders for the countries and destinations enabled at checkout. If your address is not supported, we cannot accept an order for that destination.

Standard shipping is free on all accepted orders. Any optional delivery service with an additional charge will be clearly identified before payment.

2. Order processing

Orders are normally processed within 1–3 business days after placement and successful payment.

Processing includes preparing your items and arranging dispatch. This period is separate from the carrier’s transit time.

Business days are Monday through Friday, excluding relevant public holidays.

If an issue prevents us from processing your order within the stated timeframe, we will contact you.

3. Estimated delivery times

After dispatch, the estimated transit time is 6–9 business days, unless a different estimate is shown for your destination before purchase.

Including processing, the usual estimated time from placing an order to delivery is 7–12 business days.

These are estimates, not guaranteed delivery dates. Customs processing, public holidays, severe weather, or transport disruptions may affect delivery.

If you need your order for Halloween or another specific event, please allow sufficient time. Delivery before a particular date is guaranteed only where we expressly confirm that commitment before purchase.

These estimates do not limit your rights concerning delayed delivery or non-delivery.

4. Order tracking

Where tracking is available, we will provide the tracking details once they are supplied by our fulfilment partner or carrier.

Tracking information may take time to appear after dispatch or between carrier scans.

If you have not received tracking information or need help checking your order, email velliroo.master06@gmail.com with your order number.

5. Shipping origins and customs

Orders may be dispatched directly by our fulfilment partners, including from outside your destination country. Our business being established in Spain does not mean that every order ships from Spain.

International shipments may be subject to customs clearance.

Any applicable arrangements concerning import duties, taxes, or carrier clearance charges payable by the customer will be disclosed before purchase, as required by law. Free shipping refers to the standard delivery charge and does not, by itself, describe the customs treatment of an order.

If you receive an unexpected customs payment request, contact us with your order number and a copy of the notice so we can review it.

6. Delivery address and order changes

Please check that your name, address, postal code, and contact details are correct before completing your purchase.

If you notice an error, contact us immediately at velliroo.master06@gmail.com. We will try to update the details, but changes may no longer be possible once dispatch has been arranged.

If an address error or unsuccessful delivery causes a parcel to be returned, we will contact you to discuss the available options. Any proposed additional delivery charge will be explained and agreed before reshipping, where legally permitted.

We will not charge you to correct a delivery error caused by us or our fulfilment partners.

7. Delayed or missing orders

If your order has not arrived within the estimated delivery period, contact us with your order number. We will investigate with the fulfilment partner or carrier and keep you informed.

If we cannot dispatch within the stated timeframe, we will notify you, provide a revised estimate where available, and offer the cancellation and refund options required by applicable law. Where your consent to delayed shipment is required, we will obtain it or refund the unshipped order.

For parcels lost in transit or otherwise undelivered, we will arrange the appropriate replacement or refund, taking account of your rights under applicable law.

A carrier investigation does not remove or postpone any remedy beyond the time allowed by law.

8. Parcels marked as delivered

If tracking shows delivery but you have not received your parcel, check whether someone at your address accepted it and review any delivery notice.

Then contact velliroo.master06@gmail.com so we can investigate with the carrier.

A “delivered” tracking status does not automatically resolve a disputed delivery. We will review the available delivery information and provide the remedy required by the circumstances and applicable law.

9. Damaged or incorrect deliveries

Please contact us promptly if your parcel arrives damaged or contains an incorrect item.

Where possible, include your order number and photographs of the item, packaging, and shipping label. These help us investigate, but do not replace your legal rights or automatically determine whether a claim is accepted.

When a return is necessary because of transit damage, a manufacturing defect, or an incorrect item, we cover the necessary return shipping costs.

For deliveries arranged by us, responsibility for loss or damage remains with us until you, or someone you nominate other than the carrier, receives the goods.

10. Returns and cancellations

For return eligibility, instructions, and refund timeframes, please refer to our Return & Refund Policy, available on our website.

Free outbound shipping does not include free change-of-mind return shipping. Customers pay those return costs unless applicable law requires otherwise.

To request cancellation before dispatch, contact us promptly. We will attempt to stop fulfilment, but this may not be possible once processing has advanced. Your statutory cancellation rights remain unaffected.

11. Contact

For shipping questions or help with an order:

HAUNTOVA
Email: velliroo.master06@gmail.com

Please include your order number so we can locate your purchase.