Shipping policy

Last updated: July 11th 2026

Thank you for shopping with Hanitize. This policy explains where we deliver, our delivery charges, estimated delivery times and what to do if there is a problem with your order.

Where we deliver

Hanitize delivers to the countries and regions available through our country selector and checkout.

Enter your delivery address during checkout to confirm whether delivery is currently available to your location. If your country or region cannot be selected, we are unfortunately unable to accept the order at that time.

Order processing

Orders are normally processed within 2–3 business days after payment has been confirmed.

Business days exclude weekends and public holidays. During busy periods, promotional events or holidays, processing may take slightly longer.

You will receive an order-confirmation email after completing your purchase and a further notification when your order has been dispatched.

Delivery charges

Hanitize offers free standard delivery when you purchase two or more units in the same order.

This offer:

Applies to every country and region currently served by Hanitize.
Is applied automatically during checkout.
Requires the items to be purchased in one transaction and delivered to the same address.
Applies to standard delivery unless otherwise stated.

For orders containing one unit, the applicable delivery charge will be displayed during checkout before payment is completed.

Any optional expedited or premium delivery service will be charged separately and is not included in the free-delivery offer unless expressly stated.

Order tracking

Where tracking is available, you will receive a tracking link by email after your order has been dispatched.

Tracking information can sometimes take 48–72 hours to update after the carrier receives the parcel.

Some orders may be sent in more than one parcel. When this happens, you may receive separate tracking details and parcels may arrive on different days. You will not be charged additional delivery fees because an order has been divided into multiple shipments.

Customs, import duties and taxes

Orders may be dispatched from within or outside the customer’s destination country.

Where applicable taxes, customs duties or import charges are collected during checkout, these will be included in the amount paid when placing the order.

Orders dispatched internationally may occasionally be subject to import VAT, customs duties, carrier handling fees or other charges imposed by the destination country. Where these charges have not been collected at checkout, they may be payable by the recipient before or upon delivery.

Free delivery on orders of two or more units applies to the standard shipping charge only. It does not include customs duties, import taxes or carrier clearance fees that may be imposed by local authorities.

Hanitize does not control charges imposed by customs authorities or delivery carriers. Customers are responsible for ensuring that products can be lawfully imported into their destination country.

Delivery addresses

Customers are responsible for providing a complete and accurate delivery address.

Please check your:

Recipient name
House or apartment number
Street address
Postal code
Country
Telephone number

Contact us as soon as possible if an address needs to be corrected. We will try to update it, but changes cannot be guaranteed after an order has entered processing or been dispatched.

If an order is returned because an incorrect or incomplete address was supplied, an additional delivery charge may apply before the order can be sent again.

Delayed orders

If your order has not arrived by the end of its estimated delivery window, please:

Check the tracking information.
Check for attempted-delivery notifications.
Check with household members, neighbours or any designated safe place.
Contact us with your order number.

We will investigate the shipment with the carrier and provide an appropriate resolution.

Occasional carrier delays do not automatically mean that a parcel has been lost. However, this does not limit any rights you may have under applicable consumer law.

Orders marked as delivered

If tracking shows that an order was delivered but you cannot locate it, please check:

Around the delivery property and any safe places
With other members of your household
With neighbours or building reception
For a delivery photograph or carrier notification

Contact us promptly if the parcel remains missing. We will investigate the delivery with the carrier before determining the appropriate replacement or refund.

Lost orders

An order may be treated as lost when the carrier confirms that it cannot be located or when it has remained undelivered beyond the carrier’s investigation period.

Where an order is confirmed as lost, Hanitize will arrange an appropriate replacement or refund.

Damaged deliveries

Hanitize is responsible for goods while they are in transit until they are delivered to you, as reflected in EU consumer-delivery rules.

Please contact us as soon as possible if your parcel or product arrives damaged. Include:

Your order number
A description of the damage
Photographs of the product
Photographs of the external packaging and shipping label

Please retain the product and packaging while we investigate. We will arrange a replacement, refund or other appropriate resolution in accordance with our Refund Policy and applicable consumer law.

Failed delivery and returned parcels

Carriers may make more than one delivery attempt or leave instructions for arranging redelivery or collection.

If a parcel is returned to us because it was not collected, delivery was refused or the supplied address was incorrect, we will contact you to discuss redelivery or a refund.

Additional delivery charges may apply where redelivery is requested due to an incorrect address, failure to collect or another matter outside Hanitize’s control. This does not affect your statutory consumer rights.

Cancellations and changes

We will try to accommodate the request, but orders cannot normally be changed or cancelled once they have been dispatched. After dispatch, cancellations and returns will be handled under our Refund Policy and applicable consumer law.