1. Shipping Coverage
We currently deliver to customers across Europe. As a direct-to-consumer brand, all orders are dispatched directly from our internal fulfillment facility located at:
Hlavná 58, 811 01 Bratislava, Slovakia
Delivery availability may vary depending on destination and carrier service coverage.
2. Order Processing Time
Orders are strictly processed and prepared for dispatch within 1–3 business days following successful order placement and payment confirmation. Processing times may slightly vary during public holidays or periods of increased order volume. Customers will receive an automated email notification once their order has been formally dispatched.
3. Delivery Time
Estimated delivery time is generally 5–9 business days after dispatch. Delivery estimates are provided for guidance and may vary depending on destination, transportation conditions, customs procedures where applicable, weather events, or other unforeseen circumstances affecting carrier operations.
4. Delivery Partners
To ensure reliable transport, shipments are handled through established international carriers including:
DHL
FedEx
UPS
Comparable priority delivery services
Carrier selection is optimized according to destination, routing requirements, and operational considerations to provide the best service.
5. Shipment Tracking
Tracking updates are automatically sent to the email address provided during checkout. Customers will receive notifications at key stages of the shipment journey, including:
Order dispatch;
Arrival at carrier processing facilities;
Local delivery progression;
Delivery completion.
Tracking information allows customers to monitor the real-time status of their shipment throughout the delivery process.
6. Delayed Deliveries
If an order significantly exceeds the standard delivery timeframe, our customer support will immediately initiate an investigation with the relevant carrier. The outcome of the investigation will be reviewed together with available shipment records. Where the carrier confirms a delay or loss, a definitive resolution will be provided, which includes:
A completely free replacement shipment; or
A full refund.
7. Delivery Address Information
Customers are strictly responsible for providing accurate and complete delivery information at the time of purchase. Incorrect, incomplete, or outdated delivery details may result in delivery delays or unsuccessful delivery attempts.
If an address correction is required, customers must contact customer support immediately. Address modifications can only be accommodated before the order is dispatched. We cannot be held liable for delayed or lost shipments resulting from incorrect address details provided by the customer.
8. Receipt of Goods
Customers are encouraged to inspect delivered goods immediately following receipt. If a parcel arrives visibly damaged or if the contents appear incomplete or affected during transport, customers must contact customer support promptly and provide clear photographs of the packaging and items to facilitate a swift resolution.
9. Risk During Transit
In strict accordance with applicable European consumer protection legislation, responsibility for loss of or damage to goods remains with us until the goods are physically received by the customer or a third party designated by the customer. This provision does not affect any mandatory rights granted to consumers under applicable law.
10. Contact Information
For any shipping-related enquiries, customers may contact us at:
Email: basic@hooknestbasics.com
Telephone: +421 905 438 762
Address: Hlavná 58, 811 01 Bratislava, SlovakiaCustomer enquiries are reviewed on a regular basis, and professional responses are generally provided within approximately 24 hours.