Shipping policy

Last updated: 13 September 2026

Where we ship

We ship within Malaysia and to Singapore, Europe, the United Kingdom, the United States, Canada and Mexico.

We can't deliver to P.O. boxes or APO/FPO addresses — our couriers need a street address and a contactable phone number.

If your country isn't offered at checkout, email sales@hilltostreet.com before ordering. We can often arrange something.

What it costs

Free-shipping thresholds are based on the order value before shipping. All rates are charged in Malaysian Ringgit and confirmed at checkout before you pay — if your currency is displayed differently on the site, that's an indicative conversion and your bank sets the final rate.

When it arrives

We pack and dispatch within 1–2 working days. Everything below is counted from the day your parcel leaves us, not the day you order.

These are estimates, not guarantees. Customs inspections, public holidays and courier backlogs during festive periods can add time, and none of that is within our control. If your parcel is running noticeably late, tell us and we'll chase it with the courier.

Tracking

Every order ships tracked. You'll get a tracking number by email as soon as your parcel leaves us. It can take a day or so before the first scan appears — that's normal and doesn't mean anything has gone wrong.

We ship with DHL, FedEx, Aramex, Ninja Van and Pos Laju, depending on the destination and the service you choose.

Back-ordered items

If your order contains a back-ordered piece, the whole order is held and shipped together once it's back in stock. Expected timing is shown on each back-order product page — usually 2–4 weeks. If you'd rather have the in-stock items sent first, email us and we'll split the order; a second shipping charge applies to the later parcel.

More on how back-orders work: Back-order items

Import duties and taxes

Our prices do not include import duty, VAT, GST or any other charge raised by the country you're in. Those are set by your own customs authority and are payable by you, usually to the courier before they hand the parcel over. We have no way of knowing the amount in advance, and we can't mark parcels as gifts or under-declare their value.

• European Union: since 1 July 2026 a flat €3 customs charge applies per item on consignments up to €150, and import VAT is due on all imports regardless of value.
• United States: the $800 duty-free allowance was suspended in August 2025 and has not returned. Every parcel now requires a customs entry and is subject to duty, whatever its value.
• United Kingdom: VAT is due on imports. Consignments over £135 may also attract customs duty.
• Singapore and Malaysia: no action is usually needed from you.

Your courier may contact you for documents such as a tax invoice or proof of payment to clear customs. If you'd rather know the likely cost before you order, your local customs office or courier can give you an estimate for silver jewellery.

If a parcel can't be delivered

If a parcel comes back to us — refused, import charges unpaid, or not collected from the depot after attempted delivery — you have two choices:

• Have it re-sent. Standard shipping applies again, at the rate for your destination.
• Cancel it. We refund the goods once the parcel reaches us. The original shipping cost isn't refunded, and where the courier charges us a return fee we'll deduct that too.

Wrong or incomplete address

Please check your address and phone number carefully at checkout. If you spot a mistake, email us straight away — if we haven't dispatched yet we can fix it at no cost. Once a parcel has left us, an address change is up to the courier and may carry a fee. We can't take responsibility for parcels delivered to an address you entered incorrectly.

Lost or damaged in transit

If your parcel arrives damaged, photograph the packaging and the item before unpacking any further and send us the photos. If tracking stops moving for an extended period, tell us and we'll open a case with the courier. We'll see it through with you either way.

Returns

Returns and exchanges are covered separately in our Returns & Exchanges policy.

Questions

Email sales@hilltostreet.com and we'll come back to you within one working day.