Shipping policy

SHIPPING POLICY

Last updated: July 16, 2026

1. ABOUT THIS SHIPPING POLICY

This Shipping Policy explains how the dispatch and delivery of Products purchased through the Hoskay online marketplace are organised.

The Hoskay Platform is operated by:

Hendex LTD
Company registration number: 208780173
Registered address: 6 Bratiya Street, Plovdiv, Bulgaria
Email: office@hoskay.com
Telephone: +359 89 249 6435
VAT number: BG208780173

In this Shipping Policy, “Hoskay”, “we”, “us” and “our” refer to Hendex LTD.

This Shipping Policy forms part of the Hoskay Terms of Service.

By placing an Order through the Platform, the Buyer acknowledges that the dispatch and delivery of Products offered by independent Sellers are organised and carried out by the relevant Seller.

Nothing in this Shipping Policy limits any mandatory rights granted to Consumers under applicable law.

2. ROLE OF HOSKAY

Hoskay operates an online marketplace that enables independent Sellers to offer Products to Buyers.

Unless Hoskay is expressly identified as the Seller on the relevant Product Page, Hoskay does not:

  • physically store the Product;

  • prepare or package the Product;

  • select or instruct the courier;

  • create the shipping label or consignment note;

  • physically dispatch the Product;

  • transport the Product;

  • control the courier’s delivery operations.

The relevant Seller is responsible for organising and carrying out the dispatch and delivery of each Product sold by that Seller.

Hoskay may provide technical tools, Order information, communication functions or reasonable assistance in relation to delivery issues without becoming the carrier or the Seller of the Product.

3. SELLER RESPONSIBILITIES

Each Seller is independently responsible for:

  • selecting the delivery methods available for its Products;

  • selecting the courier or delivery provider;

  • determining and clearly stating the delivery charge;

  • providing accurate estimated dispatch and delivery times;

  • correctly preparing the shipping label or consignment note;

  • entering the correct weight, dimensions and delivery information;

  • packaging Products securely and appropriately;

  • dispatching Products within the stated period;

  • providing tracking information where available;

  • communicating with the Buyer regarding delays or delivery problems;

  • assisting with lost, damaged, delayed or undelivered parcels;

  • submitting claims or complaints to the courier where appropriate;

  • complying with applicable consumer protection and delivery requirements.

The Seller must ensure that the delivery options and charges shown for a Product are accurate and not misleading.

The Seller must not charge delivery costs that were not properly disclosed to the Buyer before the Order was submitted, except where the Buyer expressly agrees otherwise.

4. SHIPPING METHODS

The available shipping methods are determined by the relevant Seller and may vary depending on:

  • the Product;

  • the Seller’s location;

  • the Buyer’s delivery address;

  • parcel dimensions and weight;

  • the selected courier;

  • the availability of delivery to an address, office, locker or collection point;

  • any geographical or legal restrictions.

Available delivery options and charges will be displayed on the Product Page, during checkout or otherwise before the Buyer submits the Order.

A Seller may offer delivery through providers such as Econt, Speedy or another courier or logistics company.

The appearance of a delivery provider on the Platform does not mean that the provider is operated or controlled by Hoskay.

5. DELIVERY ADDRESS AND CONTACT INFORMATION

The Buyer is responsible for providing complete and accurate delivery information, including:

  • full name;

  • telephone number;

  • email address, where required;

  • complete delivery address;

  • correct postal code;

  • selected courier office or collection point, where applicable;

  • access or delivery instructions reasonably required by the courier.

The Buyer must review the delivery information before submitting the Order.

If the Buyer discovers an error after submitting the Order, the Buyer should contact the relevant Seller as soon as possible.

A Seller or courier may be unable to change the delivery address after the Product has been dispatched.

Hoskay and the Seller are not responsible for failed, delayed or misdirected delivery caused by incorrect or incomplete information provided by the Buyer.

The Buyer may be responsible for reasonable additional delivery costs caused by:

  • an incorrect or incomplete address;

  • failure to collect the parcel;

  • repeated delivery attempts;

  • an unjustified refusal to accept the parcel;

  • a requested change of address after dispatch;

provided that such costs are permitted by law and properly documented or disclosed.

6. SHIPPING CHARGES

Shipping charges are determined by the relevant Seller or courier and may depend on:

  • parcel size;

  • parcel weight;

  • delivery destination;

  • selected delivery method;

  • courier tariffs;

  • insurance or additional services;

  • cash-on-delivery fees, where applicable;

  • special handling requirements.

The applicable shipping charge will be displayed or calculated before the Buyer submits the Order whenever it can reasonably be calculated in advance.

Where the exact shipping charge cannot reasonably be calculated in advance, the Buyer will be informed of the method used to calculate it or that additional delivery costs may apply.

A Seller must not request an additional shipping payment after an Order has been submitted unless:

  • the Buyer expressly agrees to the additional charge;

  • the original charge was based on materially incorrect information supplied by the Buyer;

  • another lawful and properly disclosed reason applies.

7. ORDERS FROM MULTIPLE SELLERS

An Order may contain Products offered by more than one Seller.

Products from different Sellers may:

  • be packaged separately;

  • be dispatched on different dates;

  • be delivered by different couriers;

  • have different delivery charges;

  • arrive at different times;

  • have separate tracking numbers.

Each Seller is responsible only for the Products offered and dispatched by that Seller.

A combined checkout or payment does not mean that all Products will be included in one parcel or delivered together.

8. PROCESSING AND DISPATCH TIMES

The estimated processing or dispatch time is determined by the relevant Seller.

Processing time may include the time necessary to:

  • confirm the Order;

  • confirm payment;

  • prepare or produce the Product;

  • perform a quality check;

  • package the Product;

  • prepare the shipping documentation;

  • transfer the parcel to the courier.

Made-to-order, personalised, handmade, pre-order or customised Products may require a longer processing period.

Any longer preparation period should be stated on the relevant Product Page or otherwise communicated to the Buyer before the Order is submitted.

The Seller must dispatch the Product within the period stated for the Order.

Where no specific delivery period has been agreed, the Seller must deliver the Product within the period required by applicable law.

9. ESTIMATED DELIVERY TIMES

Delivery times displayed through the Platform are estimates unless the Seller expressly confirms that a particular delivery date is guaranteed.

An estimated delivery time may be affected by:

  • the Seller’s processing time;

  • the courier’s operating schedule;

  • weekends and public holidays;

  • the delivery destination;

  • severe weather;

  • traffic or transport disruption;

  • periods of high demand;

  • customs processing;

  • incorrect delivery information;

  • events outside the Seller’s or courier’s reasonable control.

The Seller should inform the Buyer without undue delay if the Seller becomes aware of a material delay.

A delay caused by a courier does not automatically remove the Seller’s obligations towards a Consumer under applicable law.

10. DELIVERY PERIOD

The Product must be delivered within the period agreed between the Buyer and the Seller.

Where no different period has been expressly agreed, the Seller must deliver the Product within the period required by applicable law.

For consumer transactions, this will generally be no later than 30 days after the conclusion of the sales contract unless another delivery period has been agreed.

Where the Seller fails to deliver within the agreed or legally applicable period, the Buyer may have the right to request delivery within an additional appropriate period.

The Buyer may have the right to terminate the sales contract where:

  • the Seller refuses to deliver;

  • delivery within the agreed period was essential;

  • the Seller fails to deliver within an additional appropriate period;

  • another ground for termination applies under mandatory law.

Where the sales contract is lawfully terminated because of non-delivery, the relevant Seller must ensure that the amounts owed to the Buyer are refunded without undue delay.

11. PACKAGING

Each Seller is responsible for packaging its Products appropriately and securely.

Packaging must be suitable for:

  • the nature of the Product;

  • the Product’s size and weight;

  • the selected transport method;

  • foreseeable handling during transport;

  • protection against impact, pressure, moisture, leakage or contamination;

  • any applicable safety or legal requirements.

Fragile, liquid, breakable, perishable, sharp or otherwise sensitive Products must be packaged using suitable protective materials.

Where legally required, the Seller must include any necessary:

  • warnings;

  • instructions;

  • labels;

  • safety information;

  • handling information;

  • product documentation.

Hoskay does not inspect, approve or guarantee the packaging prepared by every independent Seller.

The Seller remains responsible for inadequate, unsafe or unsuitable packaging.

12. TRACKING INFORMATION

Where tracking is available, the Seller should provide the Buyer with:

  • the courier’s name;

  • the tracking or consignment number;

  • a tracking link, where available;

  • any relevant collection or delivery instructions.

Tracking information may take time to become active after a parcel has been transferred to the courier.

The Buyer should contact the relevant Seller if:

  • tracking information has not been provided when expected;

  • the tracking number does not work after a reasonable period;

  • the parcel appears not to be moving;

  • the tracking status shows an unexpected problem.

Hoskay may assist with communications but does not control or guarantee the accuracy of a courier’s tracking system.

13. DELIVERY AND COLLECTION

The Buyer is responsible for being available to receive the parcel or for collecting it from the selected courier office, locker or collection point within the applicable period.

The courier may require:

  • identification;

  • a signature;

  • a collection code;

  • payment of an authorised cash-on-delivery amount;

  • another reasonable form of confirmation.

The Buyer should not provide collection codes or other secure delivery credentials to unauthorised persons.

Where a parcel is not collected within the courier’s permitted period, it may be returned to the Seller.

The Buyer may be responsible for reasonable return and repeat-delivery costs where the failure to collect the parcel is attributable to the Buyer and the charge is permitted by law.

14. INSPECTION UPON DELIVERY

Where the courier provides an inspection option, the Buyer should inspect the external condition of the parcel before accepting it.

The Buyer should check, where reasonably possible, for:

  • torn or opened packaging;

  • crushing or serious deformation;

  • visible moisture or leakage;

  • missing seals;

  • signs of unauthorised opening;

  • visible damage to the Product.

Where damage is visible, the Buyer should:

  • inform the courier immediately;

  • request that the damage be recorded in the courier’s delivery documentation;

  • take photographs of the parcel and Product;

  • retain the packaging;

  • contact the Seller as soon as possible.

Failure to inspect the parcel immediately does not remove any mandatory statutory rights of a Consumer.

15. DAMAGED PACKAGING OR PRODUCTS

If a parcel or Product arrives damaged, the Buyer should contact the relevant Seller without undue delay.

The Buyer should provide, where reasonably possible:

  • the Order number;

  • the tracking or consignment number;

  • photographs of the outer packaging;

  • photographs of the internal packaging;

  • photographs of the damaged Product;

  • a description of the damage;

  • a copy of any damage report prepared by the courier.

The Buyer should retain the Product, packaging and shipping materials until the Seller or courier confirms whether they are required for an inspection or claim.

The Seller is responsible for assisting the Buyer and, where appropriate, submitting a claim to the courier.

Hoskay does not accept responsibility for damaged or inadequate packaging prepared by an independent Seller or for damage caused solely by the courier, except where Hoskay has a responsibility that cannot lawfully be excluded.

Nothing in this section limits the Seller’s responsibility towards a Consumer for delivering a Product that conforms to the sales contract.

16. LOST OR MISSING PARCELS

A parcel may be treated as potentially lost where:

  • tracking has not updated for an unusually long period;

  • the courier confirms that the parcel cannot be located;

  • the parcel is marked as delivered but has not been received;

  • the expected delivery period has materially expired.

The Buyer should first:

  • review the tracking information;

  • check the delivery address;

  • check with household members, neighbours or reception staff where appropriate;

  • contact the courier where possible;

  • contact the relevant Seller.

The Seller is responsible for cooperating with the courier and assisting with an investigation or claim.

The Seller must provide the Buyer with an appropriate remedy where required by applicable law.

A Consumer should not be required to bear the loss of a parcel before the risk has lawfully passed to the Consumer.

17. PARCEL MARKED AS DELIVERED BUT NOT RECEIVED

Where tracking shows that a parcel has been delivered but the Buyer has not received it, the Buyer should contact the Seller without undue delay.

The Buyer should also check:

  • whether another person at the address accepted it;

  • whether it was left in an agreed safe location;

  • whether it was delivered to a neighbour, reception desk, office or collection point;

  • whether the delivery address was correct.

The Seller may request information from the courier, including proof of delivery.

Hoskay may assist with communication but does not determine the courier’s investigation.

18. DELAYED DELIVERY

If a delivery is delayed, the Buyer should contact the relevant Seller.

The Seller should:

  • review the tracking information;

  • contact the courier where necessary;

  • provide the Buyer with available information;

  • take reasonable steps to resolve the delay;

  • offer any remedy required by applicable law.

Hoskay is not responsible for a delay caused solely by an independent Seller, courier, customs authority, incorrect Buyer information or an event outside Hoskay’s reasonable control.

This does not remove any mandatory rights the Buyer has against the Seller.

19. UNDELIVERED AND RETURNED PARCELS

A parcel may be returned to the Seller where:

  • the delivery address is incorrect or incomplete;

  • the Buyer cannot be contacted;

  • the Buyer does not collect the parcel;

  • delivery is refused;

  • access to the delivery address is not possible;

  • the courier cannot complete delivery for another reason.

The Seller should contact the Buyer to determine whether:

  • a new delivery attempt should be arranged;

  • the Order should be cancelled;

  • the Product should be refunded;

  • additional delivery costs lawfully apply.

The Seller may deduct or request reasonable costs caused by the Buyer’s failure to provide correct information or collect the parcel, but only where permitted by applicable law.

A Seller may not impose an unfair or disproportionate fee.

20. REFUSED DELIVERY

The Buyer may refuse delivery where there is a lawful reason, including visible serious damage, an incorrect Product or another material delivery problem.

Where delivery is refused, the Buyer should contact the relevant Seller and explain the reason.

An unjustified refusal of delivery does not necessarily constitute a valid exercise of the statutory right of withdrawal.

A Consumer wishing to withdraw from the sales contract should follow the procedure set out in the Refund and Returns Policy and the Terms of Service.

21. CASH ON DELIVERY

Where a Seller offers cash on delivery, the applicable amount and any related courier fee should be shown before the Order is submitted.

The Buyer must pay only the amount properly confirmed for the Order, together with any lawfully disclosed delivery or cash-on-delivery charge.

The Buyer should not pay an amount that materially differs from the confirmed amount without first contacting the Seller.

Cash-on-delivery availability may depend on:

  • the Seller;

  • the courier;

  • the delivery destination;

  • the Order value;

  • the Product category.

Hoskay does not guarantee that every Seller will offer cash on delivery.

22. INTERNATIONAL SHIPPING

International delivery may be available only where expressly offered by the relevant Seller.

International Orders may be subject to:

  • customs procedures;

  • import restrictions;

  • import VAT;

  • customs duties;

  • brokerage or handling fees;

  • longer delivery periods;

  • local product or documentation requirements.

The responsible party and any charges that can reasonably be identified in advance should be disclosed before the Order is submitted.

The Buyer is responsible for ensuring that the Product may legally be imported into the destination country where the Seller has clearly informed the Buyer of the relevant responsibility.

The Seller must not offer international delivery where the Seller knows that the Product cannot lawfully be exported, transported or imported.

23. DELIVERY RESTRICTIONS

A Seller may restrict delivery based on:

  • geographical location;

  • courier coverage;

  • Product size or weight;

  • legal restrictions;

  • product safety requirements;

  • transport restrictions;

  • the nature of the Product.

Certain Products may be prohibited from standard courier transport, including Products that are dangerous, illegal or subject to special transport rules.

Any material delivery restriction should be stated before the Buyer submits the Order.

24. RISK OF LOSS OR DAMAGE

The risk of loss or damage to a Product passes to a Consumer in accordance with applicable consumer protection law.

Nothing in this Shipping Policy transfers risk to a Consumer earlier than permitted by law.

Where the Seller selects or offers the courier, the Seller remains responsible towards the Consumer until the risk lawfully passes.

Where the Consumer independently selects and instructs a courier that was not offered by the Seller, the risk may pass at a different time where provided by applicable law.

The transfer of risk does not affect any rights arising from:

  • inadequate packaging;

  • Product defects;

  • lack of conformity;

  • an incorrect Product;

  • the Seller’s failure to comply with the sales contract.

25. COMMUNICATION ABOUT DELIVERY PROBLEMS

For delivery problems relating to a specific Product or Order, the Buyer should first contact the relevant Seller using the contact information available through:

  • the Product Page;

  • the Seller profile;

  • the Buyer’s Order information;

  • the Order confirmation;

  • the Platform’s communication tools.

The Buyer should provide:

  • the Order number;

  • the Product concerned;

  • the tracking number, where available;

  • a clear description of the problem;

  • photographs or documents, where relevant.

Hoskay may be contacted at office@hoskay.com where:

  • the Seller does not respond within a reasonable period;

  • the Buyer cannot contact the Seller;

  • the issue concerns the technical operation of the Platform;

  • the Buyer wishes to report repeated or serious Seller misconduct;

  • the Product may be illegal or unsafe.

Hoskay may assist with communications or review whether a Seller has complied with Platform rules.

Such assistance does not automatically make Hoskay responsible for the Seller’s delivery obligations.

26. SELLER FAILURE TO COMPLY

Hoskay may take action against a Seller who repeatedly or materially fails to:

  • dispatch Orders;

  • provide accurate delivery information;

  • package Products safely;

  • respond to delivery complaints;

  • assist with lost or damaged parcels;

  • comply with Consumer delivery rights;

  • provide refunds required by law;

  • comply with this Shipping Policy.

Actions may include:

  • requesting corrective action;

  • restricting Product listings;

  • suspending new Orders;

  • withholding or delaying payouts where permitted under the applicable Seller Terms;

  • suspending the Seller Account;

  • terminating the Seller’s access to the Platform;

  • reporting unlawful conduct to a competent authority.

Any action will be taken subject to the Terms of Service, applicable Seller Terms and applicable law.

27. EVENTS OUTSIDE REASONABLE CONTROL

A Seller or delivery provider may experience a delay caused by events outside their reasonable control, including:

  • severe weather;

  • natural disasters;

  • fire or flood;

  • war or civil disturbance;

  • strikes;

  • transport disruption;

  • government restrictions;

  • customs delays;

  • major technical failures;

  • public health emergencies.

The Seller should inform the Buyer where such an event materially affects delivery and should take reasonable steps to reduce the delay.

This section does not remove any right to cancel or terminate the sales contract that a Consumer has under mandatory law.

28. REFUNDS AND RETURNS

Questions relating to:

  • withdrawal from the sales contract;

  • returning a Product;

  • refunds;

  • defective or non-conforming Products;

  • return shipping costs;

are governed by the Hoskay Refund and Returns Policy, the Terms of Service and applicable law.

The Shipping Policy does not replace or reduce any rights described in those documents.

29. CHANGES TO THIS SHIPPING POLICY

Hoskay may update this Shipping Policy to reflect:

  • changes to the Platform;

  • changes to available delivery functionality;

  • changes to Seller requirements;

  • changes in applicable law;

  • changes to courier or logistics processes;

  • corrections or clarifications.

The current version will be published on this page together with the date of the latest update.

Changes will not reduce mandatory Consumer rights or retroactively alter an existing sales contract unless permitted by law.

30. CONTACT INFORMATION

Questions about this Shipping Policy or the technical operation of the Platform may be sent to:

Hendex LTD
Company registration number: 208780173
Registered address: 6 Bratiya Street, Plovdiv, Bulgaria
Email: support@hoskay.com
Telephone: +359 89 249 6435
VAT number: BG208780173

For questions about the dispatch, tracking or delivery of a particular Order, the Buyer should first contact the relevant Seller.