Shipping policy

Last updated: July 27, 2026.  
Effective for all orders placed on: shop.hoymiles.com

Thank you for visiting and shopping at shop.hoymiles.com. Hoymiles aims to offer you the best shipping options. The following terms set out our shipping conditions and delivery terms, and contain information on the countries to which we ship our products, the applicable conditions, and any shipping costs that may apply.

 

1、 Shipping Summary

We currently offer standard shipping for all orders and ship to the following European countries subject to the conditions and shipping costs set out below：

If your country is not listed above, please contact our customer service before ordering to confirm availability. You may contact our customer service at: shop.support@hoymiles.com

 

2、Order Processing Time

- Orders are processed within 2–3 business days.
- Processing is conducted on business days only (Monday to Friday, excluding public holidays in Germany).
- Orders placed on weekends or public German holidays will be processed on the next business day.
- During sales or new product launches, processing may take slightly longer. For pre-order items, please refer to the estimated shipping time provided on the product page.

3、Shipping Fee Rules

When submitting an order in our online shop, the following shipping fee rules apply:
- Germany: free shipping on all orders within Germany.
- Other European countries: Shipping costs apply and are dependent on your shipping address. The exact shipping cost will be calculated and displayed at checkout before payment is completed.
- Ship from: Hoymiles Germany warehouse
- Carrier: local last-mile partners across Europe.

If you ordered several products, although we aim to consolidate your order into a single shipment whenever possible, some products may be shipped separately due to availability, logistics arrangements, or other operational reasons. In the event of partial shipments, a separate shipping confirmation email will be sent for each shipment.

 

4、 Delivery Information

We offer standard shipping for all orders.
Estimated delivery times after dispatch: 3–10 business days
Please note that delivery times are estimates only and are not guaranteed. Actual delivery times may vary depending on carrier operations, weather conditions, government regulations, seasonal demand, and order volumes. 

If your parcel has not arrived at the estimated delivery date. please allow up to 15 business days after dispatch for delivery. If it still has not been delivered after this period, please contact us at shop.support@hoymiles.com, so that we can initiate an investigation.

 

5、Shipping Information

Please ensure that all shipping information provided is accurate and complete. If any issues occur related to shipping or delivery, please see the details below for guidance:

Incorrect Address Provided by Customer
For operational and logistical reasons, the delivery address cannot be modified once an order has been shipped. Please ensure that all shipping information is accurate before placing your order.
If a package is returned due to an incorrect or incomplete address, we will contact you to confirm the updated address. Re-shipping costs will be borne by you.

Unsuccessful Delivery
If delivery cannot be completed due to customer-related reasons (e.g., no one available to receive the parcel, restricted access, or no safe delivery location), the parcel may be held at a local pickup point, locker, or depot. You will be notified by the carrier.
If the parcel is not collected within the days specified in the carriers’ notice, it will be returned to us. In such cases, a refund will be issued minus the original shipping costs (if any).

Carrier Error
If the issue is caused by the carrier, we will handle the claim and arrange a reshipment at no additional cost.

Receive a different product than ordered
In this case, please contact our customer service immediately. We will take care of your request as quickly as possible and find a solution.

Liability Disclaimer
We are not responsible for any loss resulting from incorrect shipping information or customer-related delivery issues, including but not limited to lost packages, damages, delays, or any other related losses. 

6、Tracking Information

Once your order has been shipped, we will send a tracking link via email to you. Tracking information may take up to 48 hours to become available.

If your tracking information has not been updated after 15 business days, please contact our customer service at: shop.support@hoymiles.com. We will initiate an investigation with the carrier. Replacement will be offered if the parcel is confirmed lost.

We shall not be responsible or liable for any delay in delivery caused by force majeure events or any other circumstances beyond our reasonable control. 

7. Customer Service – Shipping Issues

You may contact our customer service for any inquiries relating to your order and its shipment at:
shop.support@hoymiles.com

When contact our customer service for order related inquiries please include:  
- Order number  
- Shipping address  
- Country of delivery

 

*Hoymiles reserves the right to update this shipping policy at any time. The latest version will always be published on shop.hoymiles.com.*

This Policy forms an integral part of the Terms of Service. Any matters not addressed herein shall be governed by the Terms of Service. In the event of any inconsistency between this Policy and the Terms of Service, this Policy shall prevail.