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Hyashop からの回答

2025年12月18日

Dear Tamila,

We fully understand your frustration and we are truly sorry for the stress and inconvenience caused by this delivery delay. Unfortunately, at that time, the carrier SEUR experienced serious tracking and communication issues, which resulted in unclear and inconsistent tracking updates, something that was absolutely not acceptable for our clients.

To clarify for transparency:
👉 Your order was ultimately delivered, although later than initially expected, and we sincerely apologize for this delay.

Following this incident (and similar ones reported by other customers), we took immediate action and have changed our carrier. We are now shipping exclusively with a new logistics partner offering reliable tracking and significantly improved delivery follow-up, to ensure this situation does not happen again.

Please note that throughout the process, we actively followed up with the carrier and did everything within our control to locate and secure the delivery. Unfortunately, refunds cannot be issued while a parcel is still officially in transit or under carrier investigation, in accordance with shipping and insurance regulations.

We genuinely regret that this experience did not reflect the level of service we aim to provide. We appreciate your patience during this process and thank you for allowing us to improve our logistics based on this situation.

Kind regards,
Margot
Hyashop Team

Hyashop からの回答

2025年11月3日

Hola

Creo que ha habido un malentendido. Nuestro plazo de entrega para España es de 2 a 4 días laborables, y en su caso se ha respetado completamente.

He revisado el seguimiento: usted hizo su pedido el viernes 24 de octubre por la tarde, pero los transportistas recogen los paquetes antes de las 12 h, así que fue imposible enviarlo ese mismo día. Luego vino el fin de semana, y lamentablemente ninguna empresa trabaja esos días.

Su pedido fue enviado el lunes 27 (primer día laborable), estaba en entrega el jueves 30, y según el transportista, usted eligió un punto de recogida y retiró el paquete el 31.
Por lo tanto, la entrega se realizó en solo 3 días laborables, dentro del plazo previsto.

Entendemos que el transportista quizá no haya sido el mejor, pero el envío se realizó correctamente y dentro del tiempo normal.
Si en el futuro necesita una entrega urgente, no dude en avisarnos, podemos organizar un envío exprés para usted.

Lamentamos sinceramente que haya tenido esta impresión, porque siempre hacemos todo lo posible para ofrecer el mejor servicio posible.

-

Hello

I believe there’s been a misunderstanding. Our delivery time for Spain is 2 to 4 business days, and in your case, it was fully respected.

After checking your tracking, you placed your order on Friday, October 24th, late in the afternoon. Unfortunately, carriers collect parcels before 12:00, so it couldn’t be shipped the same day. Then came the weekend, when no postal services operate.

Your order was shipped on Monday, October 27th (the next business day), was out for delivery on Thursday, October 30th, and according to the carrier, you selected a pickup point and collected your parcel on the 31st.
That means it was delivered in just 3 business days, well within our stated timeframe.

We understand the carrier might not have been ideal, but the delivery was completed on time.
If you ever need an urgent delivery, please feel free to contact us, we can arrange express shipping next time.

We’re truly sorry you felt disappointed, but we always do our best to provide fast and reliable service.