Shipping Policy

Free Worldwide Shipping

We offer free standard shipping on all orders, with no minimum purchase, to every country we ship to. Shipping costs are absorbed into the price of each bag — there are no surprise fees at checkout.

Processing Time

Every order is carefully inspected, wrapped in tissue, and placed in a branded Hilo Latino box before dispatch. Orders are typically processed within 1–3 business days of purchase. You'll receive a confirmation email with tracking details once your bag is on its way.

Orders placed on weekends or public holidays are processed on the next business day.

Delivery Times

Delivery times depend on destination and carrier performance. The estimates below are indicative and start from the date your order ships.

Delivery times can vary during peak seasons (December, sale periods) or due to factors outside our control such as customs clearance, strikes, or extreme weather.

Tracking

Every order is shipped with tracking. Once your bag leaves our workshop, you will receive an email containing the tracking number and a link to monitor the shipment.

If you do not receive a tracking email within 3 business days of your order confirmation, please contact us at contact@hilolatino.com.

Customs, Duties and Taxes

Orders within the European Union are shipped with all applicable VAT included. No additional duties apply.

Orders outside the European Union (including the United Kingdom, Switzerland, Norway, United States, Canada, and all other countries) may be subject to customs duties and import taxes upon arrival in the destination country. These charges are the sole responsibility of the recipient and are not included in the product price or shipping.

We cannot estimate customs charges for you, as they depend on your country's regulations and the declared value of the shipment. We are required by law to declare the actual value of each package and cannot mark items as gifts or reduce declared values.

If you refuse a delivery due to customs charges, the package will be returned to us and a refund will be issued minus any return shipping and customs costs incurred.

Lost or Delayed Shipments

If your package has not arrived within the expected delivery window, please first check the tracking link provided. If tracking shows no updates for more than 7 business days, contact us at contact@hilolatino.com and we will open an investigation with the carrier.

For packages declared lost by the carrier, we will either send a replacement (subject to availability, as our bags are limited-edition) or issue a full refund.

Incorrect Addresses

Please double-check your shipping address before placing your order. We ship to the address provided at checkout.

If you realise you've made a mistake, contact us immediately at contact@hilolatino.com. If your order has not yet shipped, we can update the address at no cost. Once an order has shipped, we cannot reroute it, and packages returned due to incorrect addresses will be re-shipped at the customer's expense.

Damaged Shipments

Please inspect your package upon arrival. If the bag appears damaged during transit, contact us within 48 hours at contact@hilolatino.com with photos of the packaging and the product. We will work with the carrier to resolve the issue and arrange a replacement or refund.

Returns

For information about returning a bag, please refer to our Refund Policy.

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