Shipping policy

SHIPPING POLICY

Last Updated: 8/21/2026

SHIPPING POLICY

Thank you for shopping with Velvet Cloud.

This Shipping Policy explains how ELECTRIC LOTUS S.R.O. processes and delivers orders placed through hipuffy.co

Please read this policy carefully before placing an order.

1. Company Information

ELECTRIC LOTUS S.R.O.

Říční 456/10

118 00 Praha 1

Czech Republic

Registration No.: CZ23422211

VAT No.: CZ23422211

Customer Support:
contact@hipuffy.eu

Website:
www.hipuffy.co

2. Shipping Destinations

We currently ship to eligible countries within the European Union.

We do not currently ship to:

  • Liechtenstein

  • Lithuania

  • Norway

  • Portugal

  • Romania

  • Slovakia

  • Sweden

We reserve the right to modify our list of shipping destinations at any time to comply with applicable laws, carrier restrictions, or business requirements.

Orders placed for unsupported destinations will be cancelled and refunded.

3. Age Restrictions

Our products contain nicotine and are intended exclusively for adults aged 18 years or older, or the higher minimum legal age where required by the destination country's laws.

By placing an order, you confirm that:

  • You meet the legal age requirement.

  • You are legally permitted to purchase nicotine products.

  • You are legally permitted to receive nicotine products in your country.

We reserve the right to perform age verification before dispatch or delivery.

Failure to successfully complete age verification may result in cancellation of the order.

4. Order Processing

Orders are normally processed within 1–2 business days after:

  • Payment has been successfully authorized.

  • Age verification (where required) has been completed.

  • Products are confirmed to be in stock.

Orders are not processed on:

  • Saturdays

  • Sundays

  • Czech public holidays

During holidays, promotions, or periods of high order volume, processing times may be longer.

5. Shipping Methods

Available shipping options are displayed during checkout.

Shipping methods may vary depending on:

  • Destination country

  • Parcel weight

  • Parcel dimensions

  • Carrier availability

  • Local legal restrictions

6. Estimated Delivery Times

Estimated delivery times are provided for guidance only.

Typical delivery estimates:

Destination Estimated Delivery
Czech Republic 1–3 business days
Other EU Countries 2–7 business days

Delivery estimates are not guaranteed.

Actual delivery may vary due to:

  • Customs or regulatory inspections

  • Carrier delays

  • Severe weather

  • Public holidays

  • Transportation disruptions

  • Force majeure events

7. Shipping Charges

Shipping costs are calculated during checkout based on:

  • Delivery location

  • Order value

  • Package weight

  • Selected shipping service

Shipping charges are shown before payment is completed.

8. Order Tracking

Where available, tracking information will be provided after your order has been dispatched.

Tracking information may be sent:

  • By email

  • Through your customer account

  • Via the carrier's tracking system

Tracking availability depends on the selected shipping service.

9. Delivery Address

Customers are responsible for ensuring that shipping information is accurate.

Please verify:

  • Recipient name

  • Street address

  • Postal code

  • Telephone number

  • Email address

Incorrect or incomplete address information may result in:

  • Delivery delays

  • Returned parcels

  • Additional shipping charges

  • Order cancellation where delivery cannot be completed

10. Delivery Attempts

Delivery procedures vary depending on the carrier.

If delivery cannot be completed:

  • Additional delivery attempts may be made.

  • The parcel may be delivered to a designated collection point.

  • The parcel may be returned to us.

Returned parcels may incur additional shipping charges before being reshipped.

11. Failed Deliveries

If an order is returned because:

  • the delivery address was incorrect;

  • the customer refused delivery;

  • the parcel was not collected;

  • age verification could not be completed (where required);

we reserve the right to deduct applicable shipping and handling costs from any refund, where permitted by applicable law.

12. Inspection Upon Delivery

Customers should inspect deliveries promptly upon receipt.

If packaging appears damaged:

  • Note the damage with the carrier where possible.

  • Photograph the package before opening.

  • Contact our customer support as soon as reasonably possible.

Visible shipping damage should be reported promptly to assist with any carrier claim.

13. Lost Parcels

If you believe your parcel has been lost:

  1. Check your tracking information.

  2. Verify the delivery address.

  3. Check with household members or neighbors.

  4. Contact the carrier.

  5. Contact our customer support if the parcel cannot be located.

We will work with the carrier to investigate the shipment.

14. Risk of Loss

Unless otherwise required by applicable consumer protection law, the risk of loss or damage passes to the customer upon delivery of the goods to the customer or a person designated by the customer.

15. Customs and Import Requirements

We currently sell only within supported European destinations.

Customers remain responsible for ensuring that the importation of nicotine products is lawful in the destination country.

If a shipment is refused, seized, or destroyed because importation is prohibited or because the customer failed to comply with local legal requirements, we may not be able to issue a refund except where required by applicable law.

16. Product Availability

Orders are subject to stock availability.

If products become unavailable after an order is placed, we may:

  • Cancel the affected item;

  • Offer a suitable alternative (with your agreement where required);

  • Issue a full or partial refund.

17. Force Majeure

We are not responsible for shipping delays caused by events beyond our reasonable control, including but not limited to:

  • Natural disasters

  • Floods

  • Fires

  • War

  • Terrorism

  • Civil unrest

  • Government restrictions

  • Pandemics

  • Transportation disruptions

  • Carrier strikes

  • Cybersecurity incidents

  • Utility failures

18. Incorrect Products

If you receive an incorrect item, please contact us as soon as reasonably possible.

Please include:

  • Order number

  • Product received

  • Photographs of the product and packaging

  • A description of the issue

We will investigate and, where appropriate, arrange a replacement or refund in accordance with applicable law.

19. Damaged Products

If products arrive damaged, please contact us promptly with:

  • Order number

  • Photographs of the damage

  • Photographs of the packaging

  • Description of the issue

We may request additional information to assess the claim.

Where appropriate, we will offer a replacement, repair, or refund in accordance with applicable consumer protection laws.

20. Contact Us

If you have any questions regarding shipping, please contact:

ELECTRIC LOTUS S.R.O.

Říční 456/10

118 00 Praha 1

Czech Republic

Email:
CONTACT@HIPUFFY.CO

Website:
www.hipuffy.co