Shipping Policy
Order Processing
All ombrellae orders are carefully prepared and verified before dispatch. Processing times apply before your order enters the shipping carrier's network. Please factor processing time into your expected delivery window.
Standard processing
Orders processed within 24–48 hours of payment confirmation.
Shipping confirmation email with tracking number sent upon dispatch.
All orders dispatched from our partner fulfilment facility in Hong Kong SAR.
Processing exclusions
Orders placed on Sundays begin processing the following Monday.
Orders placed on Hong Kong public holidays are processed the next working day.
Processing may be extended during peak periods (major sales events, festive seasons).
Order verification
In some cases we may need to verify your order before dispatch — particularly for high-value orders or where payment requires additional confirmation. Our team will contact you promptly by email. This may add up to 24 hours to your processing time.
Shipping Methods & Rates
We offer two shipping options at checkout. All orders are shipped using trusted global carriers with full tracking provided from dispatch to delivery.
Standard Shipping
5–7 Business Days
Estimated worldwide delivery
FREE
on orders $69 and above
Orders $69+
Free
Applied automatically — no code required.
Orders below $69
$4.99
Flat rate, calculated at checkout.
Express Shipping
1–3 Business Days
Estimated worldwide delivery
$19
flat rate, all orders
All orders
Flat rate of $19 regardless of order value. Select at checkout.
Priority handling
Express orders are prioritised in our packing queue and dispatched first.
Important note on delivery estimates
All delivery timeframes are estimates provided by the carrier and begin from the date of dispatch — not the date of purchase. Delivery times are not guaranteed and may vary due to customs clearance, carrier delays, peak periods, or weather conditions. ombrellae is not liable for late deliveries and no refund will be issued solely on the basis of a delayed delivery.
Shipping Insurance
ombrellae offers an optional Shipping Insurance add-on directly in your cart for a flat fee of $2.99 per order. You can enable or disable it before proceeding to checkout. This provides complete peace of mind from the moment your order leaves our facility to the moment it arrives at your door.
With Shipping Insurance
$2.99
100% guaranteed coverage against confirmed loss, damage in transit, and theft.
Claims processed on priority — no carrier investigation wait required.
Full replacement or refund issued promptly upon claim approval.
Enable directly in your cart before checkout.
Without Shipping Insurance
$0.00
ombrellae is not liable for lost, damaged, or stolen items once dispatched.
Lost parcel claims subject to carrier investigation (15–30 business days) with no guaranteed outcome.
Theft after confirmed delivery is not covered.
Liability disclaimer
By disabling Shipping Insurance in your cart, you acknowledge and accept that ombrellae bears no liability for any loss, damage, or theft of your order during transit.
This acknowledgement is recorded at the time of purchase. In the event of a shipping issue on an uninsured order, ombrellae will make reasonable efforts to assist you in filing a claim with the carrier, but cannot guarantee resolution, replacement, or refund. We strongly recommend enabling Shipping Insurance on every order.
Shipping Insurance is a Final Sale item
Shipping Insurance is enabled in the cart and activated at the moment your order is dispatched. It is a non-refundable, non-transferable service. As a fully consumed protection product, it cannot be returned or refunded regardless of whether a claim has been filed. Please refer to our Returns & Refunds Policy for full details.
Order Tracking
Every ombrellae order includes full end-to-end tracking, from our dispatch facility to your door. You will never need to wonder where your order is.
Order confirmed
You receive an order confirmation email immediately after purchase with your order number and summary.
Order dispatched
Within 24–48 hours, your order is packed and handed to the carrier. You receive a shipping confirmation email with your tracking number and a direct link to track your parcel.
In transit
Use your tracking number to follow your parcel in real time via the carrier's website. Tracking updates may take up to 24 hours to appear after dispatch.
Delivered
Your order arrives at your delivery address. If delivery is unsuccessful, the carrier will leave a delivery notice with instructions for collection or redelivery.
Tracking not updating?
Tracking information can take up to 24–48 hours to be updated after dispatch, particularly for international shipments clearing customs. If your tracking shows no updates after 5 business days from your dispatch confirmation, please contact us at info@ombrellae.com and we will investigate with the carrier on your behalf.
Customs, Duties & Import Taxes
ombrellae ships all orders internationally from Hong Kong. Depending on your country of residence, your order may be subject to customs duties, import taxes, and handling fees levied by your country's customs authorities upon entry.
Customer's responsibility
All import duties, taxes, and customs clearance fees are the sole responsibility of the recipient.
These charges are not included in the product price or shipping fee and are not collected by ombrellae.
Refusal to pay customs duties does not entitle the customer to a refund of the product or original shipping costs.
What we do
All shipments are accompanied by accurate customs documentation including commercial invoice and HS codes.
We declare the accurate and honest value of all shipments. We do not undervalue or misdeclare goods.
We will assist you with any customs documentation queries where possible.
Customs delays
Customs processing times vary significantly by country and are entirely outside our control. Delays caused by customs clearance do not qualify for a refund or compensation. If your parcel is held, you will typically be contacted directly by your local customs office or postal authority.
No VAT applicable
BULKECOM LIMITED is registered in Hong Kong, which operates a zero-rate goods and services tax regime. No VAT or GST is charged on your order at checkout by ombrellae. However, VAT or equivalent taxes may be applied by your country's customs authorities on import — this is the responsibility of the customer.
Shipping Address Accuracy
You are solely responsible for providing a complete, accurate, and deliverable shipping address at checkout. Please double-check your address — including apartment numbers, postal codes, and country — before completing your order.
Address errors
Address corrections can only be made before dispatch.
ombrellae cannot be held liable for non-delivery or misdelivery resulting from an incorrect or incomplete address provided by the customer. If you notice an error after placing your order, contact us immediately at info@ombrellae.com with your order number.
Once an order has been handed to the carrier, we are unable to redirect or modify the delivery address. Any additional shipping costs incurred by a redelivery attempt will be the customer's responsibility.
PO Boxes & remote addresses
We are unable to deliver to PO Boxes for Express shipping orders. Standard shipping to PO Boxes is available in select countries — if in doubt, please contact us before placing your order. Deliveries to remote or rural addresses may require additional transit time beyond standard estimates.
Shipping Issues, Delays & Lost Parcels
We take shipping issues seriously. If your order does not arrive within the expected timeframe, or arrives in an unexpected condition, please follow the steps below.
Delayed delivery
If your order has not arrived within 10 business days of dispatch confirmation (standard) or 5 business days (express), contact us at info@ombrellae.com with your order number.
We will liaise with the carrier on your behalf and provide an update within 2 business days.
Damaged on arrival
If your order arrives visibly damaged, do not discard the packaging. Photograph the outer packaging and item, and contact us within 48 hours of delivery.
See our Returns & Refunds Policy for full details on damaged item claims.
Lost parcel procedure
A parcel is considered lost when formally confirmed by the carrier — not simply delayed.
If tracking shows no movement for an extended period, we will open a formal investigation with the carrier on your behalf. Carrier investigations typically take 15–30 business days to conclude. A replacement or refund will only be issued once the carrier has formally confirmed the loss in writing.
Standard shipping
Report no-delivery after 10 business days from dispatch. We open a carrier investigation immediately.
Express shipping
Report no-delivery after 5 business days from dispatch. Express carrier investigations are typically faster.
Shipping Insurance
If you enabled Shipping Insurance ($2.99) in your cart, your claim will be processed on a priority basis with 100% guaranteed coverage — no carrier investigation required. If you did not enable Shipping Insurance, resolution timelines are subject to the carrier's investigation process and ombrellae cannot guarantee a replacement or refund.
Carrier Liability & ombrellae's Responsibility
Once an order has been dispatched and a tracking number issued, title and risk of loss transfer to the customer and responsibility for delivery passes to the appointed carrier. ombrellae's obligations as a seller are fulfilled at the point of dispatch.
ombrellae is not liable for
Delivery delays caused by the carrier, customs, weather events, or circumstances beyond our control.
Parcels delivered to an address the customer specified incorrectly at checkout.
Parcels stolen after confirmed delivery to the correct address (unless Shipping Insurance was enabled in the cart).
Any consequential, indirect, or incidental losses arising from shipping delays or non-delivery.
What we commit to
While carrier performance is outside our control, ombrellae is committed to acting as your advocate. We will contact the carrier on your behalf, open formal investigations where necessary, and keep you informed throughout. If a parcel is confirmed lost, we will offer a replacement or refund as appropriate. We will never leave you to navigate a shipping issue alone.
Contact & Support
For any shipping-related queries, tracking issues, or concerns about your order, our customer care team is available to help. We aim to respond to all enquiries within 1–2 business days.
When to contact us
Tracking issues
No tracking updates after 48 hours, or tracking shows an unexpected status.
Delayed delivery
Not received within 10 business days (standard) or 5 business days (express).
Damaged parcel
Within 48 hours of delivery with photographs of the packaging and item.
Address correction
Immediately after placing your order, before dispatch. Include your order number.
Questions about your shipment?
Our team responds to all shipping enquiries within 1–2 business days.
info@ombrellae.comThis policy applies to all orders placed on ombrellae.com. ombrellae reserves the right to amend this policy at any time. The version in effect at the time of your purchase applies to your order. Last updated 1 January 2026.