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Shipping Policy

Last updated: July 2026

Thank you for visiting and shopping at Houseyy.

This Shipping Policy explains how we process, ship, and deliver orders placed through the Houseyy website.

This policy currently applies to orders delivered within:

• Europe

• The United Arab Emirates

• Saudi Arabia

• Qatar

• Kuwait

• Bahrain

• Oman

Any additional available shipping destinations will be displayed at checkout.

1. Order Processing

Orders are normally prepared and processed within 1–3 business days after payment confirmation.

Business days do not include Saturdays, Sundays, public holidays, or official holidays observed in the country from which the order is processed or dispatched.

Orders containing personalised, made-to-order, special-order, or backordered products may require additional processing time. Any longer processing period will be displayed on the relevant product page or communicated to the customer.

After an order has been dispatched, the customer will receive a shipping confirmation email containing the available tracking information.

2. Estimated Delivery Times

Estimated delivery times begin after the order has been processed and dispatched.

Spain

Estimated standard delivery:

7–12 business days

GCC Countries

Estimated standard delivery:

5–10 business days

GCC destinations currently include:

• United Arab Emirates

• Saudi Arabia

• Qatar

• Kuwait

• Bahrain

• Oman

These timeframes are estimates and are not guaranteed delivery dates unless Houseyy has expressly confirmed a guaranteed delivery service in writing.

The estimated delivery timeframe applicable to the order will also be displayed at checkout or in the order confirmation where available.

3. Shipping Rates

Shipping charges are calculated and displayed at checkout before the customer completes the purchase.

Shipping costs may vary depending on:

• Delivery destination

• Product size and weight

• Number of products ordered

• Selected shipping method

• Applicable carrier charges

• Promotional shipping offers

Any applicable shipping charge will be disclosed before payment is completed.

Houseyy may occasionally offer free or discounted shipping as part of a promotional campaign. Any applicable conditions will be stated in the promotion.

4. Shipping Destinations

Houseyy currently ships to Spain and selected GCC countries.

An order can only be delivered to a destination that is available for selection during checkout.

If the customer’s country or region is not available at checkout, the customer may contact:

houseyycustomersupport@gmail.com

Availability cannot be guaranteed for destinations not listed at checkout.

5. Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including where applicable:

• Full recipient name

• Building or house number

• Street name

• Apartment or unit number

• City

• Region or province

• Postal code

• Country

• Valid telephone number

Houseyy is not responsible for delays caused by incomplete or incorrect delivery details supplied by the customer.

If an address error is reported before dispatch, Houseyy will make reasonable efforts to update the address. However, an address change cannot be guaranteed after the order has been processed or dispatched.

Additional shipping or redelivery charges resulting from an incorrect address, failed delivery, or customer-requested redirection may be charged to the customer where permitted by law.

6. Order Tracking

When tracking is available, the customer will receive a shipping confirmation email containing a tracking number or tracking link.

Tracking information may take 24–72 hours after dispatch to become active or show its first update.

Some international shipments may be transferred between different carriers. In such cases, tracking updates may temporarily pause while the parcel is transferred or processed.

A temporary absence of tracking updates does not necessarily mean that the parcel has stopped moving.

7. Delivery Delays

Delivery delays may occasionally occur because of circumstances including:

• Customs clearance

• Carrier delays

• High seasonal order volumes

• Public holidays

• Severe weather

• Transportation interruptions

• Remote delivery locations

• Incorrect or incomplete customer information

• Events outside Houseyy’s reasonable control

Where Houseyy becomes aware of a significant delay, we will make reasonable efforts to notify the customer by email or telephone.

For orders delivered to Spain, Houseyy will deliver the order within the timeframe agreed with the customer and, unless another timeframe has been expressly agreed, within the period required under applicable Spanish and European Union consumer law.

If an order is not delivered within the agreed timeframe, the customer should contact Houseyy and may request delivery within an additional reasonable period.

If Houseyy fails to deliver within that additional reasonable period, the customer may be entitled to cancel the order and receive a refund in accordance with applicable law.

8. Customs, VAT, Duties, and Import Charges

Orders may be dispatched from a warehouse located outside the customer’s delivery country.

Depending on the destination, product value, shipping origin, and applicable law, an order may be subject to:

• Import VAT

• Customs duties

• Customs processing charges

• Carrier clearance charges

• Other government-imposed fees

Where taxes, duties, or import charges are included in the checkout price, this will be indicated during checkout or in the order confirmation.

Where such charges are not collected by Houseyy at checkout, they may be collected separately by the local customs authority, postal operator, or delivery carrier before or upon delivery.

Houseyy will not charge undisclosed taxes or fees itself. However, Houseyy does not control charges imposed directly by customs authorities, governments, or delivery carriers.

Customers should review the information displayed at checkout before placing their order.

Refusing a delivery solely because of unpaid customs, VAT, duties, or clearance fees may result in return shipping, customs, storage, or handling charges being deducted from any refund, where permitted by applicable law.

This section does not limit any mandatory consumer rights.

9. Responsibility During Shipping

Houseyy remains responsible for the order until it is delivered to:

• The customer;

• A person identified by the customer to receive the order; or

• A safe place or collection point expressly selected or authorised by the customer, where applicable.

Houseyy is responsible for investigating orders that are lost or damaged while being transported by a shipping carrier selected or arranged by Houseyy.

This responsibility may differ where the customer independently appoints a carrier that was not offered or arranged by Houseyy.

10. Damaged Packages

Customers should inspect the parcel and product as soon as reasonably possible after delivery.

If an order arrives damaged, customers should contact Houseyy promptly at:

houseyycustomersupport@gmail.com

For faster investigation with the carrier, we recommend reporting visible transit damage within 48 hours of delivery.

The 48-hour reporting request does not remove or reduce any mandatory legal rights available to the customer.

Please provide:

• The order number

• Clear photos or videos of the damaged product

• Photos of the outer shipping box or package

• Photos of the internal protective packaging

• A clear photo of the shipping label

• A description of the damage

• Photos of all products and accessories received

Customers should retain the damaged product and all original packaging until Houseyy confirms whether they may be discarded or whether collection or return is required.

Depending on the circumstances, Houseyy may offer:

• Replacement

• Repair

• Missing components

• Partial refund

• Full refund

• Another appropriate remedy required by applicable law

Customers should not be required to pursue the shipping carrier directly where Houseyy arranged the delivery, although Houseyy may request reasonable cooperation or evidence to support a carrier claim.

11. Lost or Missing Orders

An order will not automatically be considered lost solely because tracking has temporarily stopped updating or because the estimated delivery date has passed.

If tracking shows no movement for an unusual period or the order has not arrived within the expected timeframe, contact:

houseyycustomersupport@gmail.com

Houseyy will investigate the shipment with the relevant carrier.

If the carrier confirms that the parcel has been lost before delivery, Houseyy will provide an appropriate remedy, which may include:

• Replacement shipment; or

• Refund to the original payment method.

Any remedy will be provided in accordance with applicable consumer protection laws.

12. Orders Marked as Delivered but Not Received

If tracking shows that an order has been delivered but the customer cannot locate it, the customer should first:

• Check the delivery address on the order confirmation

• Check with household members

• Check with neighbours

• Check with building reception, security, or concierge

• Check any authorised safe place

• Contact the local delivery carrier

If the order still cannot be located, contact Houseyy promptly and provide the order number.

Houseyy may open an investigation with the carrier and may request reasonable information, including confirmation of the delivery address or a signed non-receipt declaration.

The outcome will depend on the carrier investigation, delivery evidence, and applicable consumer law.

13. Failed Delivery Attempts

The carrier may make one or more delivery attempts or direct the parcel to a collection location.

Customers are responsible for monitoring tracking updates and responding to reasonable carrier requests.

If delivery fails because the customer:

• Provided an incorrect or incomplete address

• Did not respond to delivery attempts

• Refused the shipment without a lawful reason

• Failed to collect the parcel

• Was unavailable after reasonable delivery attempts

the parcel may be returned to Houseyy or its fulfilment partner.

Where permitted by law, reasonable return shipping, redelivery, customs, handling, or storage costs may be deducted from the customer’s refund or charged before redelivery.

14. Split Shipments

Products from the same order may sometimes be shipped separately because they are stored in different warehouses or require different packaging.

In such cases:

• The customer may receive more than one parcel

• Each parcel may have a separate tracking number

• Parcels may arrive on different dates

• The customer will not be charged additional shipping solely because Houseyy divided the order into separate shipments

15. Order Changes and Cancellations

Customers should contact Houseyy as soon as possible if they wish to amend or cancel an order.

Houseyy cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.

If an order has already been dispatched, the customer may need to receive it and follow the applicable return procedure.

For orders delivered to Spain, this does not affect the customer’s statutory right of withdrawal or other mandatory consumer rights.

16. Undeliverable and Returned Parcels

If a parcel is returned to Houseyy because it was undeliverable, Houseyy will contact the customer where reasonably possible.

The customer may be offered:

• Redelivery, subject to payment of any reasonable additional shipping costs; or

• A refund, less any reasonable and legally permissible shipping, return, customs, or handling costs.

No deductions will be made where the failed delivery resulted from an error by Houseyy or the carrier selected by Houseyy.

17. Force Majeure and Events Outside Our Control

Houseyy will not be responsible for delays caused solely by events outside its reasonable control, including natural disasters, severe weather, war, civil unrest, government restrictions, customs disruption, transportation shutdowns, strikes, epidemics, or major carrier network failures.

Houseyy will nevertheless make reasonable efforts to communicate significant delays and fulfil or refund affected orders as required under applicable law.

18. Contact Information

For shipping, tracking, delivery, damaged-package, or lost-order enquiries, contact:

Houseyy Customer Support

Email: houseyycustomersupport@gmail.com

Telephone:
+44 7877 185616
+971 50 158 4011

Please include your order number in all enquiries.