Shipping policy

ISSUES WITH DELIVERY

We try our best to protect each order securely with protection. We will not accept any responsibility for late deliveries or damages due to circumstances outside of our control. The packaging box of the goods may be dented or slightly damaged during transportation. Customers cannot use this as a reason for return since the actual main merchandise has not been damaged.

MISSING ATTEMPTED DELIVERIES / WRONG SHIPPING ADDRESS

Missing attempted deliveries and ordering with the wrong shipping address will result in items being returned to Craft With Lava. In such instances, compensations will NOT be issued as it is the customers’ responsibility to provide a correct and complete shipping address and to collect parcels within the given time provided by their local post office.

When the item/items have been successfully returned to Craft With Lava, customers will be informed via email and will have the option to pay extra shipping fees for a second delivery. Please understand that returned goods may take a very long time to be returned to us. To avoid issues with delivery, please provide a correct shipping address when placing an order, and please refer to your tracking number so as to avoid missing deliveries.

POTENTIAL DELAYS

Please note delivery days are estimations only and provided by the courier. They are not guaranteed, and may be subject to delays such as pandemics, and public holidays like Christmas. They are out of Craft With Lava's control.

LOST MAIL / DAMAGED MAIL

Any orders without full tracking will not be eligible for compensation with any issues with delivery such as lost parcel and damage on delivery :

If your package has been severely damaged, please contact us and the freight company immediately. Please keep the original packaging as this is required evidence for any compensation to be issued. Feel free to contact us if you require any information from us. Please note only insured packages will be covered for most cases.

If your tracked package has been lost, meaning there hasn't been the status of successful delivery or attempted delivery displayed on the tracking information within two months from the date of posting, it may be eligible for compensation. Please contact us and we will try our best to sort it out with our courier. Please note mail items destined to Mexico, South Africa, and Russia are unfortunately not covered.

If you did not purchase any tracking and or insurance, and suspect your package has been lost, you will not be able to get any compensation. However, I still suggest you contact your local post office. US customers can visit this USPS link for missing mail.

TAX AND DUTIES

Since Craft With Lava is based in Hong Kong, there is no sales tax or GST on all orders. However, additional duties and taxes, such as those charged at customs, may apply when you receive your package depending on your country. The recipient of the parcel is responsible for paying these additional fees. We have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs. By law, we must declare all items as 'sale' and at their full prices. We cannot alter this amount to decrease international custom fees.