Shipping Policy

3.1 Shipping Availability

HOSÄENA may offer shipping on a case-by-case, item-by-item, and destination-dependent basis.

Shipping is not guaranteed to every destination or for every item.

Shipping availability may depend on:

• item type
• item value
• fragility
• size and weight
• destination
• carrier availability
• customs requirements
• export/import restrictions
• payment status
• special handling requirements
• Curated Objects logistics review
• operational feasibility

HOSÄENA may decline, hold, or cancel an order before dispatch if shipping is not feasible or cannot be arranged on acceptable terms.

No global shipping guarantee is made.

3.2 How Shipping Works

After an order is placed and payment is received, HOSÄENA reviews the order for payment status, item readiness, destination feasibility, and shipping requirements.

For standard items, a shipping estimate or calculated rate may be provided where available.

For Curated Objects, high-value, fragile, oversized, bespoke, commissioned, or special-handling items, a personalized shipping review may be required before dispatch.

Order confirmation does not guarantee dispatch.

Dispatch occurs only after:

• payment is confirmed or cleared
• the order is accepted
• shipping feasibility is reviewed
• shipping arrangements are finalized
• any special logistics requirements are resolved

3.3 Shipping Costs

Shipping costs may depend on item type, destination, weight, dimensions, carrier method, packaging, handling, and special logistics requirements.

Shipping costs shown at checkout, where available, may be estimates or calculated rates.

For special items, HOSÄENA may provide a personalized shipping quote after order review and before dispatch.

Unless expressly stated otherwise, shipping costs do not include destination-country duties, taxes, customs fees, brokerage fees, or other import charges.

3.4 International Shipments, Duties, Taxes, and Customs

For shipments outside the UAE, destination-country duties, taxes, customs brokerage fees, import charges, clearance costs, or other destination charges may apply.

To the extent permitted by applicable law and unless expressly stated otherwise at checkout or in writing, the customer is responsible for applicable import duties, taxes, customs fees, brokerage charges, and other destination-country charges.

HOSÄENA does not guarantee:

• customs clearance
• customs timing
• absence of duties or taxes
• the amount of duties, taxes, brokerage fees, or import charges
• delivery timing affected by customs
• successful import into every destination

3.5 Importer of Record

Importer-of-record responsibility may vary by destination, shipment type, carrier process, and applicable law.

Unless expressly stated otherwise in writing or required by applicable law, the customer or recipient may be responsible for import compliance, customs documentation, and payment of applicable destination charges.

HOSÄENA may provide reasonable shipping documentation where operationally possible, but it does not guarantee customs decisions, customs timing, customs clearance, or absence of import charges.

3.6 Delivery Expectations

Delivery dates and windows, where provided, are estimates only.

Actual delivery may vary due to:

• carrier handling
• destination customs processing
• import review
• holidays
• weather
• local delivery conditions
• remote location issues
• special handling
• high-value logistics
• events outside HOSÄENA’s reasonable control

HOSÄENA does not guarantee delivery by a specific date or within a specific timeframe.

3.7 Carriers and Methods

Shipping method and carrier may vary by item, destination, value, handling need, and availability.

HOSÄENA does not guarantee any specific carrier, shipping method, delivery service, express service, freight method, white-glove delivery, or signature service unless expressly confirmed for the relevant order.

3.8 Damaged, Lost, or Undelivered Shipments

If an item arrives damaged, contact Care & Support as soon as reasonably possible.

Care & Support: hello@hosaena.com

Include:

• order number
• description of the issue
• clear photographs
• photographs of packaging
• delivery documentation, if available
• unboxing video, if available

Keep all original packaging and materials.

Failure to provide evidence may affect HOSÄENA’s ability to investigate the issue, but nothing in this policy is intended to remove statutory rights that cannot legally be limited.

If a shipment appears lost, HOSÄENA may work with the carrier, fulfillment partner, or relevant logistics provider to investigate.

Resolution will depend on the circumstances, applicable law, carrier/fulfillment findings, product type, and the Returns & Refunds Policy.

HOSÄENA does not guarantee refund, replacement, reshipment, insurance recovery, carrier claim success, or investigation timing.

3.9 Refused, Unclaimed, or Returned-to-Sender Shipments

If a delivery is refused, unclaimed, returned due to incorrect address, or returned because the recipient does not complete customs or delivery requirements, HOSÄENA will review the matter case-by-case.

To the extent permitted by applicable law, the customer may be responsible for additional shipping, storage, customs, return, or administrative costs caused by refusal, non-collection, incorrect address, or failure to complete import requirements.

Any refund, reshipment, cancellation, or order adjustment will be handled under the Returns & Refunds Policy and applicable law.

No automatic refund, replacement, reshipment, or cost waiver is promised.

3.10 Curated Objects and Special Items

Curated Objects, high-value pieces, fragile items, bespoke items, commissioned items, oversized items, and special-handling items are subject to separate logistics review.

These items may require:

• personalized shipping quote
• enhanced packing
• custom crating
• condition documentation, where available
• signature confirmation, where available
• insurance review, where available
• destination-specific approval
• manual dispatch confirmation

These services are conditional and depend on the item, destination, fulfillment partner, carrier availability, insurance availability, and HOSÄENA approval.

A separate logistics arrangement may be confirmed before dispatch.

No standard Curated Objects shipping promise is made.

3.11 Risk of Loss

Risk-of-loss wording is subject to applicable law and the Terms of Sale.

As a conservative operational position, risk of loss for standard shipments may be treated as passing upon delivery to the address provided, to the extent permitted by applicable law and subject to statutory rights that cannot be excluded.

Curated Objects or special logistics arrangements may require separate object-specific terms.

No provision in this policy is intended to waive statutory consumer rights.

3.12 Returns and Refunds Cross-Reference

Returns and refunds are governed by the Returns & Refunds Policy at /refund_returns/.

Shipping-related issues may affect return or refund review, but this Shipping Policy does not create a separate refund promise.

3.13 Contact for Shipping Matters

Care & Support: hello@hosaena.com