Shipping Policy
All orders are dispatched from our EU warehouse within 1–7 business days of payment confirmation. We ship discreetly worldwide with full tracking on every shipment.
Dispatch Times
Orders are typically dispatched within 1–7 business days after your payment has been confirmed. Orders placed and paid before 12:00 CET on a business day are often dispatched the same day. Orders placed on weekends or public holidays are dispatched on the next available business day.
You will receive a dispatch confirmation email with your tracking number as soon as your parcel is collected by the courier.
Estimated Delivery Times
Delivery times vary by destination. The estimates below are from dispatch date and exclude weekends and public holidays:
EU countries: 3–7 business days
United Kingdom: 5–10 business days
USA / Canada / Australia: 7–14 business days
Rest of world: 10–21 business days
These are estimates only. Actual delivery times may be affected by customs processing, local postal conditions, or courier delays beyond our control.
Discreet Packaging
All orders are packed and shipped with complete discretion. Packages are sent in plain, unmarked boxes or envelopes. The sender name and return address on the label contains no reference to Hilma Biocare, the product contents, or the nature of the goods. There is nothing on the outside of the package that identifies what is inside.
Order Tracking
Every shipment includes a tracking number. You will receive it by email once your order is dispatched. You can also view the tracking link from your account dashboard under Order History. If your tracking link is not yet active immediately after dispatch, please allow 24–48 hours for the courier's system to update.
Order Insurance
At checkout, you have the option to add order insurance to your purchase. This is an optional fee that covers you in the event your parcel is lost in transit or seized by customs before delivery.
If you add insurance and your order does not arrive due to loss or seizure, we will reship your order at no additional cost. Without insurance, we are unable to take responsibility for parcels that are lost or seized after leaving our warehouse.
We strongly recommend adding insurance for orders shipping outside the EU, or to destinations with stricter customs controls. The insurance fee is calculated at checkout based on your order value and is clearly displayed before you confirm your purchase.
Customs & Import Duties
International shipments may be subject to import duties, taxes, or customs inspection imposed by the destination country. These charges and any resulting delays are the sole responsibility of the customer. We are not able to advise on the legal status of specific products in your jurisdiction — please verify this before ordering.
We do not under-declare the value of shipments or mark packages as gifts on customs documentation.
Lost or Damaged Parcels
If your parcel has not arrived within the estimated delivery window, please:
Check the tracking link in your dispatch confirmation email.
Allow a few extra business days for delays during peak periods or customs clearance.
If tracking has shown no movement for more than 10 business days, contact us at support@hilmaeurope.com with your order number.
If your parcel arrives damaged, please photograph the packaging and contents immediately and contact us within 7 days of delivery.
Contact
For any shipping-related questions, contact our support team at support@hilmaeurope.com. Please include your order number so we can assist you as quickly as possible.