Shipping policy
SHIPPING POLICY
1. Shipping origin
Orders are prepared and shipped from Spain.
2. Shipping zones
HeyMiner currently ships to Spain, selected European countries and Norway, according to the destinations available at checkout.
If a country or region is not available during checkout, this means that shipping is not currently available to that destination through the online store.
3. Order processing time
Orders are usually processed within 1 to 3 working days after payment confirmation.
This period refers to the preparation time before the order is handed over to the shipping carrier.
Processing times may be extended during high-demand periods, public holidays, live sales, promotional campaigns or circumstances beyond the control of Hey Mineral SL.
4. Estimated delivery times
Once shipped, estimated delivery times are:
- Mainland Spain: 24 to 72 working hours after dispatch. Total estimated delivery time, including order processing, is usually 2 to 5 working days.
- Balearic Islands: delivery times may vary depending on carrier availability.
- European countries: estimated total delivery time is usually 2 to 10 working days, depending on the destination country and carrier.
- Norway: estimated total delivery time is usually 2 to 10 working days, but may vary depending on the carrier and customs clearance.
Delivery times are estimates and may be affected by public holidays, logistics delays, weather conditions, customs procedures or other circumstances beyond the control of Hey Mineral SL.
5. Shipping costs
Shipping costs are calculated based on the weight, volume and destination of the order.
The applicable shipping rate will be displayed during checkout before the customer completes the purchase.
6. Order tracking
Once the order has been shipped, the customer will receive a tracking number or shipping confirmation whenever tracking is available for the selected shipping method.
7. Incorrect or incomplete delivery address
The customer is responsible for providing a complete and accurate delivery address during checkout.
Hey Mineral SL is not responsible for delays, failed deliveries or additional costs caused by incorrect, incomplete or outdated delivery information provided by the customer.
If an order is returned to us due to an incorrect or incomplete address, the customer may be responsible for any additional reshipping costs.
8. Norway — Customs and import fees
Norway is not a member of the European Union. Orders shipped to Norway may be subject to customs duties, VAT, import fees or other charges applied by Norwegian customs authorities.
Any customs duties, import taxes or local charges are the sole responsibility of the customer. Hey Mineral SL has no control over these charges and cannot predict their amount.
We recommend contacting Norwegian customs authorities for further information before placing an order.
9. Damaged shipments
If an order arrives damaged, the customer should contact us as soon as possible, preferably within 48 hours of delivery, and provide photographs of the product, packaging and shipping label.
This helps us assess the situation with the shipping carrier and offer the most appropriate solution.
10. Lost or delayed shipments
If a shipment is significantly delayed or appears to be lost, the customer should contact us at info@heymineral.com so that we can review the tracking information and contact the carrier where appropriate.