Shipping policy

Last updated: October 21, 2026

We take care of your piece from the moment you place your order to the moment you open the box. This policy explains how helloursa prepares, packs and sends your order.

Your piece, photographed before dispatch

Every piece follows the same design concept, overall structure and listed dimensions as its reference design. Natural crystals, plants, moss and other botanical materials differ individually in shape, colour, texture and detail. Product listing photographs show the reference design; the natural details of your handmade piece will be its own.

Before dispatch, we email photographs of the actual piece prepared for your order. Please review them and reply to confirm that you are happy for us to send it. We only dispatch after receiving your confirmation.

If you would like an adjustment, reply to the photo email so that we can discuss what is possible and agree on the next steps and timing. If we make an agreed adjustment, we will send updated photographs for your confirmation before dispatch. An unanswered photo email does not count as approval.

Standard dispatch timing

Standard orders normally dispatch within 3 days after payment is confirmed, provided you have approved the photographs of your actual piece. Waiting for your reply or making agreed adjustments extends the dispatch schedule. We will confirm the updated timing with you. Custom orders follow a production timeline agreed with you separately.

Preparation and photo approval are separate from the time your parcel spends in transit. If we cannot meet the dispatch timing agreed with you, we will contact you with an update and a revised date where one is available. You can choose to accept the delay or cancel the unshipped order for a refund. We will not charge you more or substitute a different piece without your agreement.

DHL Express delivery

Orders are sent by DHL Express, with an estimated transit time of around 7 days after dispatch. This is an estimate, rather than a guaranteed arrival date. The destination, customs clearance, local holidays, weather and carrier disruptions can affect delivery.

We will email you a dispatch confirmation and tracking details when your parcel has been sent. Tracking updates can take a little time to appear after the parcel is handed to the carrier.

Inner and outer foam protection

Inner foam fills open spaces and holds the crystal components in place. Outer foam surrounds the protected piece inside the shipping carton to cushion it during transport. The arrangement is adapted to each design.

See our delivery and unboxing guide for the journey from placing your order to opening your parcel at home.

Worldwide delivery, with shipping and taxes included

We offer free worldwide shipping on every product and every order, with no minimum spend. The displayed price includes shipping, applicable taxes and import duties. No additional shipping, tax or duty charges are added at checkout or on delivery.

If a carrier or customs office contacts you about a shipping, tax or duty charge, email service@helloursa.com before paying so that we can resolve it.

Delivery details and changes

Please check your delivery address and contact details carefully before placing your order. If a correction is needed, email us as soon as possible. We will help where we can, although an address change may not be possible once the parcel is in transit.

Delayed, missing or damaged parcels

If tracking stops updating, your parcel is marked as delivered but cannot be found, or your piece arrives damaged, contact us with your order number. We will help investigate with the carrier and arrange the appropriate next step. A delivery scan alone does not remove any rights you have if an order has not been received.

For damage or a missing component, a description and photographs of the piece and packaging help us resolve the issue. Please keep the packaging where possible while we review it. An unboxing video is not required.

Our 60-day returns, exchanges and workmanship warranty explains the support available after delivery. These policies do not restrict any rights you have under applicable consumer law.

Approving your pre-dispatch photographs does not waive or reduce your 60-day return, exchange or materials and workmanship warranty rights, or any rights under applicable consumer law.

Contact

For delivery questions, email service@helloursa.com or use our contact page.