Shipping policy

Shipping Policy

Last updated: August 14, 2026

This Shipping Policy explains how orders placed through TouchOrbit are processed, shipped, delivered, tracked, and handled in the event of delays or delivery problems.

TouchOrbit is operated by:

HCA TREND LTD
24-26 Arcadia Avenue, FIN009/NOMAIL
London, N3 2JU
United Kingdom

Throughout this policy, “TouchOrbit,” “we,” “us,” and “our” refer to HCA TREND LTD, trading under the TouchOrbit brand.

By placing an order through our website, you acknowledge this Shipping Policy together with our Terms of Service and Return & Refund Policy.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

1. Countries and Regions We Ship To

Subject to product availability, carrier availability, applicable laws, import restrictions, and checkout availability, TouchOrbit currently offers shipping to the following countries and regions:

Europe

Belgium
Czechia
Denmark
Finland
France
Ireland
Italy
Netherlands
Norway
Poland
Portugal
Spain
Sweden
Switzerland
United Kingdom

Asia-Pacific

Hong Kong
Japan
Malaysia
Singapore
South Korea
New Zealand

North America

Canada

Middle East

Israel
United Arab Emirates

The availability of a destination may change due to legal, regulatory, customs, carrier, payment, or operational requirements.

The shipping destinations available during checkout are the most current indication of destinations available for a particular order.

Availability of a country at checkout does not override applicable import laws or guarantee that every product can legally be imported into every jurisdiction.

2. Order Processing

Orders are processed after successful payment authorization and completion of any necessary fraud, address, or order verification checks.

Processing time is separate from shipping or transit time.

Orders may require additional processing time during:

Weekends.
Public holidays.
Promotional campaigns.
High-demand periods.
Product launches.
Major sales events.
Inventory checks.
Payment verification.
Fraud-prevention reviews.
Address verification.
Unexpected operational disruptions.

Any estimated dispatch or delivery information presented during checkout or in your order communications should be treated as an estimate unless we expressly state that a particular delivery date is guaranteed.

Where applicable law requires delivery within a particular period, we will comply with the applicable mandatory requirements.

3. Order Confirmation

After successfully placing an order, you should receive an order confirmation using the contact information provided during checkout.

Please review the confirmation carefully.

It is your responsibility to verify that the following information is correct:

Customer name.
Product selection.
Quantity.
Bundle selection.
Shipping address.
Billing information.
Email address.
Telephone number, where applicable.

If you notice an error, contact us as soon as possible.

We cannot guarantee that an order can be changed after fulfillment or shipping has begun.

4. Shipping Methods

Available shipping methods may vary depending on:

Destination country.
Delivery address.
Product availability.
Package size and weight.
Carrier availability.
Customs requirements.
Order value.
Local delivery infrastructure.

Where multiple shipping methods are available, the applicable options and charges will be displayed during checkout.

We may use different postal operators, couriers, logistics providers, or last-mile delivery companies depending on the destination and service selected.

A local delivery partner may complete the final stage of an international shipment.

5. Shipping Costs

Where shipping charges apply, the applicable amount will be displayed during checkout before the order is completed.

Shipping charges may vary based on factors including:

Destination.
Shipping method.
Order value.
Product quantity.
Package weight.
Package dimensions.
Promotional offers.

Any free-shipping promotion may be subject to separate eligibility conditions.

Unless required by applicable law or expressly stated otherwise, premium, express, expedited, or upgraded shipping charges may not be refundable when a customer voluntarily returns an order.

Please refer to our Return & Refund Policy for further details.

6. Estimated Delivery Times

Delivery estimates may be provided during checkout, after an order is placed, or through shipment tracking.

Estimated delivery times are calculated based on available carrier and logistics information and are not guaranteed unless expressly stated otherwise.

International delivery times may vary depending on the destination.

Delivery may be affected by circumstances including:

Customs clearance.
Border inspections.
Import procedures.
Carrier delays.
Local postal delays.
Public holidays.
Severe weather.
Natural disasters.
Transportation interruptions.
Labor disruptions.
Government actions.
Security inspections.
Incorrect or incomplete addresses.
High-volume shopping periods.
Events outside our reasonable control.

We will comply with any mandatory delivery periods or remedies required by applicable consumer law.

7. Tracking Information

Where tracking is available for the selected shipping service, tracking information will normally be provided after the order has been dispatched.

Tracking information may take some time to become active after the shipping label is created or the parcel is handed to the carrier.

International shipments may be transferred between multiple carriers.

As a result:

Tracking events may not appear immediately.
Tracking may temporarily stop updating during international transit.
A different local tracking number may be assigned.
Local delivery information may appear only after customs clearance.

A temporary absence of tracking updates does not necessarily mean that a parcel has been lost.

8. Customs Clearance

International shipments may be subject to customs inspection and clearance in the destination country.

Customs authorities operate independently from TouchOrbit.

Customs processing may result in:

Additional delivery time.
Requests for information.
Requests for identification.
Import documentation requirements.
Tax or duty assessments.
Package inspection.
Temporary customs holds.

We cannot control the speed at which a government authority completes customs clearance.

However, this does not limit any responsibility we have under mandatory consumer law.

9. Customs Duties, VAT, GST and Import Taxes

International orders may be subject to:

VAT.
GST.
Customs duties.
Import taxes.
Brokerage fees.
Clearance fees.
Administrative fees.
Other governmental charges.

How these charges are handled depends on the destination, applicable law, order value, tax rules, carrier arrangements, and the checkout configuration used for your order.

Where taxes or duties are collected by TouchOrbit during checkout, this will normally be reflected in your order total.

Where a charge is not collected by TouchOrbit during checkout, the destination country's customs authority, postal operator, courier, or another authorized party may request payment before or during delivery.

Unless otherwise stated at checkout or required by applicable law, charges imposed independently by customs authorities or third-party carriers are not charges collected by TouchOrbit.

Customers should review any applicable local import requirements before ordering.

10. Product Import Restrictions

International import laws differ between countries.

Some countries may restrict or prohibit the importation of particular products based on matters including:

Product classification.
Product purpose.
Product materials.
Safety requirements.
Age restrictions.
Health regulations.
Personal-use classifications.
Local morality or content regulations.
Other local laws.

TouchOrbit does not knowingly ship a product to a destination where we have determined that the shipment would clearly violate applicable import restrictions.

If we identify a material legal or carrier restriction before dispatch, we may cancel the affected order and refund the applicable amount paid.

If customs or another competent authority intervenes after dispatch, the circumstances will be reviewed individually in accordance with applicable law, the reason for the intervention, and the respective responsibilities of TouchOrbit and the customer.

Nothing in this section transfers to the customer a responsibility that applicable law requires TouchOrbit to bear.

11. Discreet Packaging

We understand that privacy may be important to our customers.

Where operationally available, TouchOrbit orders are shipped using discreet external packaging designed not to unnecessarily disclose the nature of the product contained inside.

However, shipping labels and customs documentation may be required by law to include information such as:

Sender details.
Recipient details.
Product description.
Country of origin.
Declared value.
Customs classification.
Other legally required information.

We will not intentionally provide false customs descriptions, false values, or misleading declarations in order to conceal the nature of an international shipment.

12. Accurate Shipping Information

Customers are responsible for providing accurate and complete delivery information.

This includes:

Full recipient name.
Street address.
Apartment, suite, unit, or building information.
City.
State, province, prefecture, or region where required.
Postal or ZIP code.
Country.
Telephone number where required by the carrier.
Email address.

Please carefully review your address before completing your order.

13. Incorrect or Incomplete Addresses

If you notice an incorrect shipping address after placing your order, contact us immediately.

We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee that changes will be possible once fulfillment has begun.

If a package is returned because the customer provided an incorrect or incomplete address, we may, where permitted by applicable law:

Request payment of additional shipping charges before reshipment; or
Process a refund after the returned parcel is received, subject to legally permitted deductions.

Nothing in this section affects situations where an addressing or delivery error was caused by TouchOrbit or a carrier acting on our behalf.

14. Address Changes After Dispatch

Once a parcel has been dispatched, we may not be able to change the delivery address.

Some carriers may offer address-management options directly to the recipient.

Any change made directly with a carrier is subject to that carrier's procedures and limitations.

Please ensure your delivery information is correct before completing checkout.

15. PO Boxes and Restricted Addresses

Delivery to:

PO Boxes.
Military addresses.
Parcel lockers.
Remote areas.
Freight-forwarding addresses.
Certain islands or territories

may depend on carrier availability.

If a particular address cannot be serviced, checkout may reject the address or we may contact you after the order is placed.

16. Delivery Attempts

Depending on the carrier and destination, a delivery may require:

A signature.
Identity verification.
An adult recipient.
Collection from a local pickup point.
Additional delivery instructions.

If nobody is available to receive the parcel, the carrier may:

Attempt delivery again.
Leave delivery instructions.
Deliver to an authorized collection location.
Hold the package temporarily.
Return the package to sender.

Carrier procedures vary by country.

17. Unclaimed Packages

Customers are responsible for reasonably responding to carrier delivery or collection notifications.

If a parcel is not collected within the carrier's permitted collection period and is subsequently returned to us, we will review the order after the parcel has been received.

Where permitted by applicable law, actual non-recoverable shipping or return costs may be deducted from a refund where the failed delivery resulted from circumstances for which the customer was responsible.

Mandatory consumer rights remain unaffected.

18. Refused Deliveries

Refusing a delivery does not automatically complete a return or guarantee an immediate refund.

If you wish to return an order, you should follow the procedure described in our Return & Refund Policy whenever reasonably possible.

If a refused parcel is returned to us, it will be reviewed after receipt.

Any refund will be handled in accordance with:

Our Return & Refund Policy.
The condition of the returned order.
The reason for refusal.
Any applicable customs or carrier charges.
Mandatory consumer law.

19. Customs Charges Refused by the Customer

If a customer refuses to pay a lawful import charge that was clearly disclosed as the customer's responsibility and the carrier returns the shipment, we will review the order once the package is received.

Where permitted by law, non-recoverable shipping, customs, carrier, or return transportation costs caused by the refusal may be deducted from the refund.

No deduction will be applied where doing so would violate mandatory consumer law or where the charge should legally have been borne by TouchOrbit.

20. Packages Held by Customs

A customs hold does not necessarily mean that an order has been lost.

If your tracking information indicates that a parcel is being held by customs, you may be required to provide information requested by:

Customs authorities.
The carrier.
A postal operator.
Another authorized clearance provider.

Where appropriate, we will provide reasonable assistance with information relating to the shipment that is within our control.

We cannot direct or override decisions made by customs or other government authorities.

21. Lost Packages

If tracking indicates that a parcel may be lost, please contact us using the customer support details available on our website.

We may need to open an investigation with the carrier before confirming that a shipment is lost.

Carrier investigations may require information such as:

Order number.
Tracking number.
Delivery address.
Customer confirmation of non-receipt.
Additional information requested by the carrier.

If the shipment is confirmed lost and responsibility rests with TouchOrbit or its delivery network, we will provide an appropriate remedy in accordance with applicable law.

This may include:

Replacement; or
Refund.

You will not lose mandatory consumer rights because a carrier loses your parcel.

22. Delivered but Not Received

If tracking shows that an order has been delivered but you cannot locate it, please:

Check the delivery location.
Check with other members of your household.
Check with building reception or management where applicable.
Check any secure location identified by the carrier.
Review the carrier's delivery confirmation.
Contact the carrier where appropriate.
Contact TouchOrbit if the parcel still cannot be located.

We may request additional information and conduct an investigation with the carrier.

A carrier's “delivered” scan will be considered as part of the investigation but does not automatically remove any rights available to you under applicable law.

23. Damaged Packages

Please inspect your package as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, contact us promptly and provide:

Your order number.
Photographs of the external packaging.
Photographs of the shipping label.
Photographs or video of the damaged product.
A description of the issue.

Please retain the packaging until the claim has been reviewed where reasonably possible.

If damage occurred during transportation, we will provide the remedy required under applicable law and our Return & Refund Policy.

24. Missing Items

If your order arrives with an item or component missing, contact us promptly.

Please provide:

Your order number.
Details of the missing item.
Photographs of the products received.
Photographs of the packaging where requested.

We will investigate the issue and provide an appropriate resolution where the claim is confirmed.

25. Split Shipments

In some circumstances, products from the same order may arrive in separate parcels.

If an order is divided into multiple shipments:

Separate tracking numbers may be provided.
Parcels may arrive on different dates.
Different carriers may be used.

Receiving one parcel does not necessarily mean that the remaining items are missing.

Please review all tracking information associated with your order.

26. Bundle Orders

TouchOrbit may offer:

Two-product bundles.
Three-product bundles.
Multi-buy packages.
Quantity discounts.
Promotional combinations.

A bundle order may be shipped:

In one package; or
In multiple packages where operationally necessary.

The number of products ordered will remain recorded as part of the customer's order even where products are shipped separately.

27. Pre-Orders and Backorders

If TouchOrbit offers a product as a pre-order or backorder, the estimated dispatch period will be disclosed before or during purchase where applicable.

Products ordered together with a pre-order item may, depending on fulfillment arrangements:

Ship together when all items become available; or
Ship separately.

Any specific pre-order information presented on the relevant product page or at checkout will form part of the applicable order information.

Mandatory consumer rights remain unaffected.

28. Order Cancellation Before Shipment

If you wish to cancel an order before dispatch, contact us as soon as possible.

We will make reasonable efforts to stop fulfillment.

However, we cannot guarantee cancellation once an order has entered the shipping process.

Where an order has already been dispatched, our Return & Refund Policy and any applicable statutory cancellation or withdrawal rights will apply.

29. Shipping Delays

International logistics occasionally experience unexpected delays.

If a material delay occurs, we may:

Provide updated delivery information.
Contact the carrier.
Open a shipping investigation.
Provide another appropriate solution.

Delivery delays do not remove any mandatory right you may have to require delivery, cancel the contract, or receive a refund where applicable consumer law provides such a right.

30. Peak Season Delays

Delivery services may experience higher-than-normal volumes during periods such as:

Black Friday.
Cyber Monday.
Christmas.
New Year.
National holidays.
Major promotional campaigns.

We recommend considering possible carrier congestion when placing time-sensitive orders.

This does not affect any legally binding delivery commitment we have expressly made or any mandatory statutory delivery rights.

31. Events Outside Our Reasonable Control

Delivery may occasionally be affected by events outside our reasonable control, including:

Natural disasters.
Severe weather.
War.
Civil unrest.
Government restrictions.
Border closures.
Customs disruption.
Transportation shutdowns.
Carrier failures.
Labor disputes.
Telecommunications disruption.
Public-health emergencies.

Where such circumstances materially affect your order, we will take reasonable steps to minimize the impact and comply with any mandatory delivery, cancellation, or refund rights.

32. Responsibility During Transit

TouchOrbit will not use this Shipping Policy to transfer shipping risk to a consumer earlier than permitted by applicable law.

Where applicable consumer law requires the seller to remain responsible for goods during delivery, HCA TREND LTD will remain responsible to the extent required by that law.

Nothing in this policy limits your rights if products are lost or damaged while responsibility legally remains with us.

33. Freight Forwarders and Reshipping Services

If you voluntarily instruct us to deliver an order to an independent freight forwarder, reshipping service, forwarding warehouse, or another third party selected by you, additional limitations may apply after that party receives the goods, to the extent permitted by applicable law.

You are responsible for ensuring that any forwarding service you independently select is permitted to transport the product to the final destination.

Nothing in this section excludes liability that legally remains with TouchOrbit.

34. Fraud and Delivery Verification

For security and fraud prevention, certain orders may require additional verification before shipment.

We may temporarily hold an order while verifying:

Payment authorization.
Billing information.
Delivery information.
Unusual transaction activity.

Where reasonable and legally permitted, we may cancel an order if we determine that it presents a significant fraud or security risk.

If a paid order is cancelled by us, the appropriate refund will be issued to the original payment method.

35. Changes to Shipping Availability

We reserve the right to add, remove, suspend, or modify shipping destinations or shipping methods where reasonably necessary because of:

Carrier availability.
Legal restrictions.
Customs requirements.
Government regulations.
Security issues.
Operational limitations.

Such changes will not remove rights that have already arisen in relation to an accepted order.

36. 14-Day Return Policy

TouchOrbit maintains a 14-day return request period, subject to the conditions set out in our Return & Refund Policy and any mandatory consumer rights applicable to the purchase.

Shipping and return shipping are separate processes.

Please read our Return & Refund Policy before returning any product.

Special return conditions may apply to sealed personal-use or hygiene-related products where permitted by law.

37. Mandatory Consumer Rights

TouchOrbit sells internationally, and shipping and consumer-protection laws vary between jurisdictions.

Nothing in this Shipping Policy is intended to exclude, restrict, waive, or replace any mandatory consumer right that cannot lawfully be excluded.

If the law applicable to your purchase gives you rights that are more favorable than a provision of this policy, the mandatory legal requirement will prevail to the extent of the conflict.

This may include mandatory rights concerning:

Delivery deadlines.
Delayed delivery.
Non-delivery.
Loss during transit.
Damage during transit.
Cancellation.
Refunds.
Product conformity.
Consumer remedies.

38. Contact Us

If you have questions about shipping, tracking, delivery, customs, a missing package, or a damaged shipment, please contact TouchOrbit through the customer support contact information displayed on our website.

When contacting us about an existing order, please include your order number and, where available, your tracking number.

Legal Business Information

Legal Entity: HCA TREND LTD
Brand: TouchOrbit

Business Address:
HCA TREND LTD
24-26 Arcadia Avenue, FIN009/NOMAIL
London, N3 2JU
United Kingdom

39. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in:

Shipping services.
Carrier arrangements.
Customs requirements.
Applicable laws.
Available destinations.
Business operations.

The current version will be published on this page together with its Last updated date.

Updates will not retrospectively remove mandatory rights relating to an existing order.

40. Final Statement

Our goal is to deliver TouchOrbit orders securely, discreetly, and efficiently across the markets we serve.

This Shipping Policy should be read together with our:

Terms of Service
Return & Refund Policy
Privacy Policy

If there is any conflict between this Shipping Policy and a mandatory consumer-protection rule applicable to your order, the mandatory legal rule will prevail.

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