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Shipping Policy

Homura Design ("we" and "us") is the operator of
(https://www.homuradesign.com) ("Website"). By placing an order through this website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

SHIPPING POLICY FOR NEW ORDERS

1. General

Please note that all products are subject to stock availability. While we make every effort to ensure accurate stock counts on our website, there may be instances of stock discrepancies due to quality checking issues or inventory errors. In such cases, if any of the items in your purchase become unavailable, we will promptly fulfill the available product(s) and arrange for the shipment of the lacking item(s) within 20 working days. 

1.1 Shipment Processing for Orders Placed on Fridays, Weekends, and Holidays
Please note that if an order is placed on a Friday, during the weekend, or on a holiday, the order will be processed and shipped on the next working day.

1.2 Order preparation, processing, and fulfillment during sale events:
We make every effort to process your order within the estimated timeframe provided. However, please be aware that order preparation, processing, and fulfillment may occasionally take longer than two (2) working days and can extend up to seven (7) working days from the moment your order is placed. It is important to note that during this period, requests for order cancellation due to a change of mind cannot be accommodated.

2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

3. Returns
3.1 Return Due To Change Of Mind
Returns due to a change of mind are accepted solely as a courtesy and not as a customer's inherent right. Should you choose to initiate a return due to a change of mind, please note that you will be responsible for all shipping costs and applicable fees incurred during the process.

3.2 Warranty Returns
Homura Design will happily honor any valid warranty claims, provided a claim is submitted within thirty (30) days of receipt of items. Customers will be required to pre-pay the return shipping fee and will reimbursed you upon successful warranty claim. However, shipping fee you originally paid for your order will not be reimbursed or refunded.

Upon return receipt of items for warranty claim, you can expect Homura Designs to process your warranty claim within 3 to 5 days. Once warranty claim is confirmed, you will receive the choice of:

(a) a refund in store credit
(b) a replacement item sent to you (if stock is available)

4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 12 days

4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 20 days. This varies greatly depending on FedEx. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on weekend and national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum by shipping your order the next business day.

4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been packaged or dispatched.

4.5 P.O. Box Shipping
Homura Design will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out Of Stock
In the event that an item is out of stock, we will provide two options:

(a) We will offer a suitable alternative item as a replacement for the out-of-stock product, or
(b)We will wait for the next restocking period and subsequently dispatch the remainder of your order.

4.8 Delivery Time Exceeded or Shipping Delay
If delivery time has exceeded the forecasted time, please contact us so that we can make a follow up with the courier. Homura Design will not take any responsibility for delivery failure or shipping delays due to the incorrect address or shipping information provided by the customer.  

4.9 Return to Sender

Returns and reshipping due to incomplete delivery address, unreachable mobile number or unavailability of the customer to receive the parcel will be subject to return and redelivery fees. Should the selected courier fails to deliver the order for internal or unknown reasons, we will reship the order through a different courier. Standard shipping and return fees will apply. 

5. Tracking Notifications
Upon dispatch, customers will receive a tracking number from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. Please note that it may take some time for the courier to update their tracking information. We kindly ask that you check again after 24 to 48 hours for any updated status. 

5.5 Tracking, Monitoring and Reporting Undelivered Orders
It is the customer's responsibility to track and monitor the delivery progress of their order using the tracking number provided in the shipping confirmation. In the event that an order is tagged as delivered by the courier, but the customer has not received any package, it is imperative to report this case to our customer service within 48 hours from the time the order was tagged as delivered. Please note that any claims reported after this 48-hour window will not be accommodated by the courier.

6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact our customer service with next steps.

7.1 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and we encourage you to be aware of these potential costs before placing an order with us. If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to us at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the shipping and applicable taxes to and from. 

8. Cancellations
Strictly no cancellation policy on all orders.

9 Process for parcel damaged in-transit
We will process a replacement as soon as the courier has completed their investigation into the claim.

9.1 Process for parcel lost in-transit due to incorrect address

Homura Design will not take any responsibility for lost in transit or lost packages due to the incorrect address provided by the customer. 

9.2 Lost in-transit or claim for missing or loss item

  1. Proof of loss or missing item: Customers filing a claim are responsible for providing proof or evidence. To ensure the secure transit of our shipments, our fulfilment areas are under constant CCTV surveillance. We meticulously record the preparation and packing of all orders and dispatch them in void-sealed and secure courier pouches. In the unfortunate event of an item being lost or missing, providing proof is essential to file a claim. This requirement allows us to assist you in filing a lost claim with the courier you have chosen. It's important to note that approval of such claims will depend on the courier's investigation. Failure to provide evidence may lead to delays or denial of claims.
  2. Reporting: All claims for lost, incomplete or missing items must be promptly reported to our customer service within 48 hours from the time the package is marked as delivered or received by the courier. Any claims made after the 48-hour window will not be accepted or accommodated. It is the responsibility of the customer to ensure that any such claim is reported within the specified timeframe to allow for appropriate investigation and resolution.
  3. Checking and Barcode Systems: We have implemented multiple checking and barcode systems in our warehouse to ensure that you receive complete and accurate orders before they are handed over to the courier.
  4. Responsibility for Lost Orders: In the unfortunate event that an item is lost in transit, we want to inform you that we will not take responsibility for orders lost during transit. As a third-party courier handles the delivery, we are unable to control the entire shipping process.
  5. Assisting with Claims: Despite not being liable for lost orders, we are committed to providing excellent customer service. As a courtesy, we will assist you in filing claims with the courier to recover your lost items. We will guide you through the necessary steps and provide any required information to expedite the claims process.
  6. Replacement at Our Discretion: In the case of a lost item during transit, the decision to replace the original order will solely be at our discretion. Depending on the circumstances and outcome of the investigation, we will evaluate whether to replace the order with the same items. We reserve the right to make this decision during or after the investigation, based on various factors such as availability, feasibility and credibility of claims.
  7. Voiding Return and Exchange Privilege: It is important to note that if an item is lost during transit, we reserve the right to void any return or exchange privileges associated with the lost item. Determining the necessity for such actions will be at our discretion. We will assess the situation on a case-by-case basis and provide clarification accordingly.

      10. Customer service
      For all customer service enquiries, please email us at info@homuradesign.com


      WAREHOUSE PICKUP POLICY

      1. Pickup Method: Our warehouse is not open to the general public. We kindly request that all orders be collected or dropped off through an express courier.

      2. Customer Responsibility: The customer is responsible for collecting the order, paying the courier fees, and ensuring the safety of the items during transit. We will not accept any liability for lost or missing items during transit or in the event that the customer provided incorrect pickup, drop-off, or order information to the third-party courier.

      3. Pickup Hours: Our pickup or drop-off window is available from Monday to Friday between 1:00 pm to 4:00 pm. Please note that we are closed during weekends and holidays.

      4. Processing Time: Orders placed after 3:30 pm on Fridays, as well as those placed on weekends or during holidays, will be processed on the next working day.

      5. Estimated Preparation Time: The 24-hour preparation time provided is an estimate and may take up to 48 working hours for your order to be prepared. Please be aware that any change of mind or request for cancellation within this period will not be eligible.

      6. Required Information: When collecting an order, the rider must present their FULL NAME and ORDER NUMBER. Our warehouse will not release your order unless both pieces of information are provided.

      7. Reporting Damages or Discrepancies: Any damages or discrepancies with the order must be reported within 24 hours of pickup. This allows us sufficient time to address the issue and provide a resolution.

      8. Customer Responsibilities: Once the order is collected, it becomes the customer's responsibility to handle, store, and maintain the products in accordance with their specific requirements and any instructions provided by us.

      9. Service Modifications: We reserve the right to modify or suspend the local pickup service, including changes to working hours and pickup procedures. Any modifications will be communicated to customers in advance.

      10. Product Availability: While we strive to maintain accurate inventory levels, there may be cases where the ordered item is no longer available for pickup. In such cases, the customer will be notified and provided with alternative options, such as a refund or a substitute product.

      SHIPPING POLICY FOR REPAIR AND EXCHANGE REQUESTS

      1. The customer is responsible for covering all applicable shipping fees associated with the returned order. This includes fees for sending, receiving, failed delivery, and return to sender, if applicable.
      2. After the repair process is finished and shipped back to the customer, please note that the customer is responsible for tracking, monitoring, and making a follow-up request to the courier in case of delivery or shipping delays or failure.
      3. We will NOT be liable for any parcels lost in transit, missing, undelivered, or unrecovered related to returns for exchange requests. Any claims must be filed directly with the courier within 48 hours from the time your parcel is marked as delivered.
      4. Furthermore, please note that we will provide you with a list of available couriers for shipping your order. However, it is important to understand that these options should not be considered as recommendations. They are presented based on their availability and popularity within your country.
      5. If the delivery is unsuccessful due to reasons such as an incorrect or unlocated address, unavailability of the customer to receive the order, or any unknown or internal issues on the part of the courier, the customer will be responsible for settling any fees incurred as a result of this situation.

       

      JURISDICTION AND VENUE FOR DISPUTES/CLAIMS

      The customer acknowledges and agrees that any unsettled disputes or claims arising directly or indirectly from their purchase from our store, online or physical store shall be exclusively filed and resolved in the courts located in Paranaque City, Philippines. These courts shall have sole jurisdiction over any actions or proceedings relating to such disputes or claims.