Shipping policy

Shipping Policy

HobiEgo Kpop Shop

1. Overview

HobiEgo ships worldwide to K-pop enthusiasts across the globe. All orders are dispatched from the United Kingdom via Royal Mail services. We are committed to ensuring that your merchandise is packaged securely and delivered in the condition in which it left us.

2. Packaging

All photocards are individually placed in a rigid top loader prior to dispatch to ensure they are protected against bending or damage during transit. Additional protective packaging is used as appropriate for each order.

3. Order Processing Time

Orders are typically processed and prepared for dispatch within 1–3 business days of payment confirmation. Processing times may be extended during peak periods, special promotions, or for pre-order items. Customers will be notified of any significant delays.

4. Shipping Methods

4.1 United Kingdom

UK orders are dispatched via one of the following Royal Mail tracked services:

•       Royal Mail Tracked 24

•       Royal Mail Tracked & Signed 24

The appropriate service is selected by HobiEgo at the time of dispatch based on the nature and value of the order. Both services include full tracking from dispatch through to delivery.

4.2 International

International orders are dispatched via Royal Mail’s international tracked services. Royal Mail partners with local postal carriers in each destination country to complete delivery. Full tracking is provided where available, though tracking updates may be limited once a parcel has transferred to a local carrier.

5. Estimated Delivery Times

Estimated delivery timeframes vary depending on the destination country, the shipping service used, and any applicable customs clearance processes. An estimated delivery window and tracking number will be provided once the order has been accepted by Royal Mail.

Please note that estimated delivery times are provided as guidance only and are not guaranteed. HobiEgo is not liable for delays caused by Royal Mail, local carriers, or customs processing.

6. Tracking Information

Tracking information will be provided to customers once their order has been dispatched. Customers may use the tracking number provided to monitor the progress of their shipment via the Royal Mail website or the relevant local carrier’s tracking service.

7. Customs, Duties, and Import Fees

7.1 United States

Orders shipped to the United States are sent using a Postal Delivered Duties Paid (PDDP) arrangement where applicable. Under this arrangement, applicable import duties are prepaid on the customer’s behalf, with the intention of minimising or eliminating customs charges upon delivery.

Whilst HobiEgo makes every reasonable effort to facilitate this arrangement, we cannot guarantee that no additional charges will be applied by US customs authorities. In the event that any customs fees, taxes, or import charges are levied despite the PDDP arrangement, these remain the sole responsibility of the customer. HobiEgo is not liable for any such charges.

7.2 All Other Countries

For all destinations outside of the United States, customers are solely responsible for any customs duties, import taxes, or fees imposed by their country’s customs authorities. These charges are not included in the product price or shipping fees paid at checkout.

HobiEgo strongly advises customers to consult their local customs authority prior to ordering for details of applicable charges and regulations. HobiEgo is not liable for any customs fees, delays caused by customs processing, or packages held by customs authorities.

8. Address Accuracy

Customers are responsible for providing accurate and complete delivery information at the time of placing an order, including the recipient’s full name, delivery address, and contact details. HobiEgo is not responsible for orders dispatched to an incorrect or incomplete address as provided by the customer. In such cases, re-delivery or replacement costs may be borne by the customer.

9. Lost or Delayed Packages

In the event that a package does not arrive within the expected delivery window, please contact our customer services team. Please be aware that Royal Mail imposes a minimum waiting period before a parcel may be formally considered lost and a claim submitted. As such, HobiEgo is unable to raise a lost parcel investigation with Royal Mail until the following timeframes have elapsed from the date of dispatch:

•       United Kingdom: 10 business days

•       International: as per Royal Mail’s current international lost parcel policy (typically 20 business days or more, depending on destination)

Once the applicable waiting period has passed, HobiEgo will liaise with Royal Mail on the customer’s behalf to investigate the matter. HobiEgo is not responsible for parcels lost or delayed due to circumstances beyond our control, including carrier error, customs delays, or incorrect address information provided by the customer.

10. Shipping Delays

HobiEgo endeavours to dispatch all orders promptly and within the stated processing timeframe. However, we are not liable for shipping delays caused by circumstances beyond our control, including but not limited to: severe weather conditions, natural disasters, carrier disruption, industrial action, or public holidays.

11. Contact

For any queries relating to the shipping of your order, please contact our customer services team at customer.services@hobiego.com, quoting your order number.