Shipping policy

Country Destination	Shipping times (working days)
United States	5-10
United Kingdom	6-10
France	6-10
Germany	5-10
Italy	5-10
Spain	6-10
Netherlands	6-10
Belgium	6-10
Austria	6-10
Switzerland	7-11
Sweden	6-10
Finland	6-11
Denmark	10-12
Norway	10-12
Poland	6-10
Canada	7-11
Australia	5-10
Hong Kong	3-7
United Arab Emirates	6-10
Saudi Arabia	7-12
Qatar	7-12
Portugal	5-10
Mexico	6-11
Israel	10-15
New Zealand	5-10
Ireland	10-15
Bulgaria	6-10
Singapore	5-10
Hungary	5-10
Slovenia	6-12
Czech Republic	6-12
Slovakia	6-12
Kuwait	7-12
South Africa	7-13
Greece	7-13
Romania	6-12
Malaysia	7-10
Thailand	5-10
Estonia	6-10
Japan	3-9
Moldova	4-10
Angola	10-13
Bahrain	7-11
Brazil	13-24
Chile	10-15
Colombia	14-17
Croatia	6-10
Cyprus	7-14
Egypt	12-16
Ghana	13-16
India	14-18
Jordan	9-14
Kenya	12-16
Korea	6-14
Latvia	6-10
Lebanon	7-12
Lithuania	6-10
Luxembourg	7-14
Malta	7-14
Morocco	9-14
Nigeria	12-16
Pakistan	10-13
Peru	14-18
Rwanda	8-13
Tanzania	10-14
Philippines	7-14
Turkey	6-10
Uganda	12-16

 

1.4 Restricted shipping addresses: We are unable to deliver to military bases (including APO/FPO/DPO addresses) or to parcel lockers and automated pickup points. Please do not provide such addresses at checkout. If a restricted address is submitted, the order may not be eligible for shipment. Where a package has already been dispatched before the issue is identified and is returned or destroyed as a result, original shipping costs are non-refundable. For customers outside the European Union, packages lost or destroyed due to the use of a restricted address are not eligible for a refund or replacement.

 

2. Shipping rates and customs

2.1 Customs duties and taxes: Depending on your country's regulations, some orders may be subject to import duties, taxes, or customs charges on arrival (delivered duty unpaid, DDU). Where these apply, they are the customer's responsibility and must be paid in full for customs to release the shipment. Any applicable charges are determined by your local authorities and are outside our control.

2.2 Customs cooperation: Where customs inspections or import control procedures require it, the customer must provide any documentation or information requested by the customs authorities in their country. If the customer does not pay the applicable charges or does not provide the required information, and the package is consequently held, returned, or destroyed by customs, original shipping costs are non-refundable, and we are unable to refund the price of the product or provide a free replacement, as the failed delivery resulted from the customer's decision or omission. We will notify you if we are made aware that a shipment is being held, so that you have the opportunity to resolve it before the package is returned or destroyed.

2.3 Tracking updates and package status: Once shipped, packages may have limited tracking visibility while undergoing customs clearance, and it is normal for tracking not to update during this period. Please allow 48 to 72 hours for tracking details to refresh after customs clearance.

 

3. Order cancellation and modification

3.1 Order cancellation: Orders may be cancelled within 24 hours of being placed. After this window, orders are automatically processed and prepared for shipment, and cancellation is no longer possible, regardless of whether tracking information has been updated. Please note that tracking numbers may take up to 48 to 72 hours to update after a package leaves our warehouse, and the absence of visible tracking does not mean an order has not been processed or shipped. To request a cancellation within the 24-hour window, contact us at info@24builds.com with your order number. If your order can no longer be cancelled and you are a consumer in the European Union, you may instead exercise your right of withdrawal within 14 days of receiving the order, as set out in our Refund and Withdrawal Policy.

3.2 Order modification: Modifications (including changes to items, shipping address, or other details) are only possible within the first 24 hours after the order is placed. After this period, modifications are no longer possible, as the order may already be in preparation or transit.

 

4. Delivery attempts and receiving the package

Our shipping partners will attempt delivery to the address provided at checkout. If delivery is unsuccessful, they may leave a notice to reschedule or to collect the package from a designated location. It is the customer's responsibility to ensure the shipping address is accurate and accessible. 24builds is not liable for delays or issues arising from incorrect or incomplete addresses provided by the customer.

4.1 Delivered but not received: If tracking shows a package as delivered but you have not received it, we recommend waiting a few days, as packages may still be in transit. Where a package is marked as delivered to the correct address, we review each case individually and will work with you and the courier to investigate before determining whether a replacement or refund applies.

4.2 Delivery responsibility: Once a package is marked as delivered by the courier to the correct address, responsibility for theft or loss at the delivery location passes to the recipient. We encourage customers to file a claim directly with the courier, and we will assist by contacting the courier on your behalf wherever possible.

4.3 Package pickup: If a package is available for pickup, details will appear in the tracking information. If you have trouble locating this, contact us for assistance.

4.4 Lost packages: A package is generally considered lost if tracking shows no update for a continuous period of 30 days. Where a package is confirmed lost in transit before delivery, we will arrange a replacement or a refund.

4.5 Late arrivals: While we strive to deliver within the estimated time frame, delays may occur due to factors beyond our control, such as customs clearance.

 

5. Return to sender

5.1 Incorrect or incomplete address provided by the customer: If the address provided is incorrect or incomplete and the carrier cannot complete delivery, the package may be held or returned to the international logistics centre. In this case, we will alert you so that you can contact the carrier directly to provide corrected delivery details. Original shipping costs are non-refundable. If the corrected information is not provided to the carrier in time and the package is consequently returned and disposed of, we are unable to offer a refund of the product price or a free replacement, as the failed delivery resulted from information provided by the customer. We recommend acting promptly once notified, as carriers hold undeliverable packages for a limited time.

5.2 Recipient not available: If the recipient is unavailable across delivery attempts, the carrier may return the package to the international logistics centre rather than to us. In this case, we will alert you so that you can contact the carrier directly to arrange redelivery or collection. Original shipping costs are non-refundable. If the package is not collected or redelivered in time and is consequently disposed of, we may be unable to offer a free replacement. Where you are a consumer in the European Union and within your withdrawal period, we will refund the price of the product.

5.3 Return to sender with no tracking details: If tracking provides no details or indicates a delivery failure, we may offer a refund of the product price or a replacement at no extra charge.

 

6. Order-related inquiries

6.1 Missing items: If an item is missing from your order, please send a photo of the packing slip. We will address the issue and arrange reshipment of the missing item.

6.2 Incorrect items received: If you receive an incorrect item, send us photographic evidence. We will verify and arrange reshipment of the correct item.

6.3 Incorrect model: If you receive the wrong model, please send a photo of the packing slip or item. We will arrange for the correct item to be sent as soon as possible.

6.4 Item not as expected: We strive to deliver products exactly as described. If an item matches its description but does not meet your personal expectations, this is not a fault. If you are a consumer in the European Union, you may still return it under your right of withdrawal as set out in our Refund and Withdrawal Policy.

6.5 Damaged or defective items: If you receive a damaged or defective item, please send photographic proof. We will arrange replacement pieces or a replacement set at no additional cost, including return shipping where applicable.

6.6 Missing pieces: If your set arrives with missing pieces, contact our customer service team with your order number and images. We will ship the missing pieces to you free of charge.

 

7. Contact us

If you have any questions about this Shipping Policy, contact us at info@24builds.com. We are here to help and will respond as promptly as possible.

24builds reserves the right to modify or update this Shipping Policy at any time. We recommend reviewing it periodically to stay informed of any changes.