Politica de expediere

Where we ship

We ship to all 27 member states of the European Union. Orders are dispatched from our warehouse in Subotica, Serbia.

Carrier and shipping cost

We ship with DHL. The shipping price is calculated by DHL for your address and shown at checkout before you pay, so what you see at checkout is the shipping you pay. We do not add a handling charge on top of it.

Dispatch and delivery time

We dispatch on working days. Once a parcel leaves us, DHL's transit time to most EU destinations is 2–5 working days. Customs clearance can add a day or two, and remote or island destinations take longer.

Delivery times are DHL's estimates, not guarantees. If your order has not arrived within a reasonable time, write to us and we will chase it.

Import VAT and customs

We ship from Subotica in Serbia, which is outside the customs territory of the European Union. Every parcel is therefore formally imported when it enters the EU, and import VAT is due on it. Please read this section before you order, because it affects what you pay.

Orders are shipped on DAP terms — Delivered At Place. The prices on this site do not include import VAT or customs charges. In practice:

  • import VAT, at the rate in your own country, is payable by you and not by us;
  • DHL pays it on your behalf, clears the parcel, and collects that amount from you together with its own customs clearance fee before or on delivery;
  • the clearance fee is DHL's own, set by its tariff in your country. It is commonly somewhere between €10 and €20.

We cannot tell you the exact amount in advance, because it depends on the VAT rate where you live and on DHL's tariff there. As a rough guide, expect import VAT at your national rate applied to the value of the goods plus shipping, and the clearance fee on top of that.

Customs duty is a separate charge from import VAT. Footwear of Serbian origin is normally free of duty under the trade agreement between the European Union and Serbia, but the final decision always rests with the customs authority in the country of import.

If you refuse the parcel

If you refuse a parcel because of these charges, or it cannot be delivered and comes back to us, we will refund you for the goods. Where the return is a withdrawal from the contract, the direct cost of returning the goods is yours and may be deducted from the refund, as set out in our Refund policy.

Tracking

You get a tracking number by email as soon as your parcel is handed to DHL. You can follow it on DHL's tracking page.

Getting the address right

Please check your delivery address and phone number before you place the order. DHL needs a working phone number for customs clearance and for delivery. If a parcel goes astray because the address was wrong or incomplete, we cannot cover the cost of sending it again.

Questions

Write to info@hophopshop.com or call +381 24 552 211.

HOP HOP d.o.o.
Ištvana Sečenjija 3
24000 Subotica
Serbia