1. Scope of This Policy

This Shipping Policy applies to orders placed through www.festestockco.com for delivery to eligible destinations within Europe.

Festestockco supplies party and festive decoration accessories for celebrations, seasonal occasions and gatherings. This policy explains our dispatch arrangements, estimated delivery times, tracking notifications and procedures for handling delivery delays.

All shipping arrangements are subject to the delivery address provided at checkout, the selected service and the carrier’s operating conditions.

2. Dispatch Address and Shipping Arrangements

Orders are dispatched from the following address:
62 Ubi Road 1, #02-03, Oxley BizHub 2
Singapore 408734

We arrange deliveries to eligible European destinations using established courier services, including DHL, FedEx and UPS Priority services, depending on the destination and service availability.

The carrier and service used for an order may vary according to the destination, parcel requirements and available delivery arrangements.

Customers are responsible for providing complete and accurate delivery details when placing an order. If an address needs to be corrected or an order requires further information before dispatch, customers should contact us promptly at stock@festestockco.com.

3. Order Processing and Estimated Delivery Time

After an order has been confirmed, we will prepare it for dispatch within the applicable processing period communicated at checkout or in the relevant order information.

The estimated transit time is 5–12 business days from dispatch for eligible European destinations. Business days generally exclude weekends and applicable public holidays.

The estimated delivery period is provided to help customers plan for their orders. Actual delivery may vary depending on the destination, carrier operations, customs procedures where applicable, local delivery arrangements and circumstances beyond our reasonable control.

Where an order is subject to an additional processing period or a different delivery estimate, the applicable information will be communicated to the customer through the relevant order details or direct correspondence.

4. Shipment Tracking and Email Notifications

We use the email address supplied at checkout to send shipment updates and tracking information.

Where tracking information is available from the carrier, notifications may be sent at key stages, including:

  • Dispatch: confirmation that the order has been handed over for shipment, together with tracking details where available.
  • Logistics checkpoints: updates when the shipment reaches or passes through relevant carrier facilities or transit points.
  • Local delivery: updates relating to arrival in the destination area, progress towards delivery or other local delivery events reported by the carrier.

The timing and frequency of these notifications depend on the information supplied by the carrier. Some tracking events may not be reported individually, and updates may take time to appear in the tracking system.

Customers should check their inbox, junk and spam folders if an expected email cannot be found. If tracking information is unavailable or appears inconsistent, please contact stock@festestockco.com and provide your order number.

5. Delivery Delays and Carrier Investigations

If an order has not arrived within the estimated delivery period, customers may contact us at stock@festestockco.com.

We will review the order details and available tracking information and, where appropriate, open an investigation with the relevant carrier. We may request further information from the customer if it is reasonably necessary to locate the shipment or clarify the delivery circumstances.

Following review of the available information and the circumstances of the case, we will determine an appropriate resolution, which may include:

  • arranging a replacement shipment; or
  • issuing a full refund for the affected order.

The resolution will take account of the carrier’s findings, the status of the shipment, the nature of the delay and any applicable legal requirements. Where a refund or replacement is due under applicable law, the customer’s entitlement will not depend solely on the outcome or completion of a carrier investigation.

Customers are encouraged to notify us promptly when a delivery appears to be delayed or missing so that the matter can be reviewed without unnecessary delay.

6. Delivery, Receipt and Responsibility for Orders

Customers should provide a delivery address where the order can reasonably be received and should follow any delivery instructions communicated by the carrier.

For consumer orders covered by applicable European Union law, responsibility for loss of or damage to the goods generally remains with Festestockco until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods. Where the customer independently commissions a carrier that was not offered by Festestockco, a different rule may apply where permitted by law.

If tracking records show that an order has been delivered but the customer has not received it, please contact us promptly. We will review the available delivery information and, where appropriate, contact the carrier to investigate. Delivery records will be considered as part of the review but will not, by themselves, remove any rights the customer has under applicable law.

7. Incorrect, Incomplete or Damaged Deliveries

If an order arrives with missing items, incorrect goods or visible damage, please contact stock@festestockco.com and include your order number and a description of the issue. Photographs may be requested where they can help us assess the matter efficiently.

We will review the information provided and determine an appropriate response, which may include a replacement, refund or another remedy required by applicable law.

Customers should notify us as soon as reasonably practicable after discovering a delivery issue. However, a delay in notifying us will not automatically remove any statutory rights that cannot lawfully be restricted.

Nothing in this policy limits the rights available to customers in relation to goods that are faulty, damaged or not in conformity with the applicable sales contract.

8. Delivery Address Changes and Failed Delivery

Customers should check their delivery details carefully before completing an order. Requests to change an address after dispatch may not be possible, as the parcel may already be in the carrier’s network.

If a carrier reports an unsuccessful delivery, customers should follow the carrier’s available instructions for redelivery or collection. Where a parcel is returned to us, we will contact the customer to discuss the available arrangements.

Any additional delivery costs arising from a customer-requested change or repeated delivery attempt will be handled in accordance with the information provided before the relevant charge is incurred and the requirements of applicable law. We will not impose charges that are prohibited by law.

9. Customs Duties and Import Charges

Orders dispatched from Singapore to European destinations may be subject to customs procedures, import duties, taxes or other charges, depending on the destination and the applicable arrangements.

Where such charges may apply, their allocation and any relevant information will be provided in accordance with the requirements applicable to the order. Customers should review the delivery and checkout information available before completing their purchase.

Any charge payable by the customer must be consistent with applicable law and with the information disclosed before the order is placed.

10. Circumstances Affecting Delivery

Delivery may be affected by events such as severe weather, transport interruptions, customs processing, public holidays, carrier operational issues or other circumstances beyond our reasonable control.

Where such an event affects an order, we will review the available information and provide an update where reasonably practicable. If the delay results in a remedy being due under applicable law, this policy does not restrict that remedy.

11. Consumer Rights and Applicable Law

This Shipping Policy must be read together with the Terms and Conditions and other applicable policies published on www.festestockco.com.

For customers in the European Union, mandatory consumer protections applicable to the transaction remain in force, including relevant rules concerning delivery, non-delivery, conformity of goods and remedies. Nothing in this policy excludes or restricts a statutory right where such exclusion or restriction is prohibited by law.

For matters governed by Singapore law, the applicable Singapore legal requirements will also be observed. Where mandatory rules of the customer’s country of residence apply to the transaction, those rules will not be displaced by this policy.

If any provision of this policy conflicts with a mandatory legal requirement, the relevant mandatory requirement will prevail to the extent of the conflict. The remaining provisions will continue to apply where legally permitted.

12. Contact Information

For shipping enquiries, tracking assistance, delivery delays or order-related questions, please contact:
Address: 62 Ubi Road 1, #02-03, Oxley BizHub 2, Singapore 408734
Telephone: +65 6443 5526
Email: stock@festestockco.com
Website: www.festestockco.com

Please include your order number in shipping-related correspondence so that we can identify the order and review the relevant information.

We aim to respond to customer enquiries within 24 hours. If further information is required, we will follow up as soon as reasonably practicable.