Shipping policy

Shipping Policy – Hebán

Carriers Used

Shipments are handled via BRT. In the event of exceptional circumstances, alternative couriers selected by Hebán may be used.

Delivery Areas

We ship to Italy, the European Union, and non-EU countries, with the exception of the following destinations:

  • Russia

  • China

  • Canary Islands

  • Remote areas not covered by our partner couriers

Please check availability for your location at checkout.

Delivery Times

  • Italy (excluding islands and remote areas): 1–3 business days

  • Italian islands / remote areas / EU: 3–5 business days

  • Non-EU countries: 3–7 business days, subject to customs clearance delays

⚠️ Deliveries do not take place on Saturdays, Sundays, or public holidays.

Shipping Costs

Shipping costs are calculated at checkout and vary based on the destination and weight of the order.
Any free shipping promotions will be clearly indicated on the site.

Customs Duties and Charges

For non-EU shipments, any customs duties, local taxes, or clearance fees are the customer’s responsibility and must be paid directly to the courier upon delivery.

Shipment Tracking

Once your order has been handed over to the courier, you will receive a confirmation email with tracking details.

You can track your shipment:

  • From your account area on our website

  • Via the courier’s tracking platform using the tracking code

If you don’t receive the confirmation email, check your spam folder or contact us at info@heban.it.

Shipping Address and Responsibility

Please ensure that the shipping address is entered accurately, including:

  • Full name

  • Street address and number

  • Additional delivery info (e.g., building, floor, company name, opening hours)

Hebán is not responsible for delays or failed deliveries caused by incomplete or incorrect addresses.

Damaged or Tampered Packages

If the package appears damaged or tampered with, we recommend that you:

  • Refuse delivery, or

  • Sign with a specific note of reservation (e.g., "damaged box", "open packaging")

We suggest taking photos of the parcel both before and after opening.

For claims, please email us at info@heban.it and attach the images.

Missed Delivery / Storage

If the recipient is absent at the time of delivery:

  • The courier will make a second delivery attempt

  • If the second attempt fails, the parcel will be placed in temporary storage

Any storage or return fees will be charged to the customer.