Shipping policy
We Ship Across Europe
All orders are carefully packaged and shipped from our island workshop on Saaremaa, Estonia. Each cushion arrives thoughtfully compressed in reusable vacuum bags to reduce environmental impact and shipping costs.
Shipping Methods
We offer two shipping options to suit your needs:
Standard Shipping (Post Office)
Delivery time: 5-10 business days within EU
Tracking provided
Signature may be required
Most economical option
Express Shipping (DHL Express)
Delivery time: 2-4 business days within EU
Full tracking and insurance
Signature required
Fastest delivery option
Shipping Costs
European Union:
Standard shipping: FREE
Express shipping: Calculated at checkout based on destination
Outside EU:
Shipping costs calculated at checkout
Customs duties and taxes may apply (customer responsibility)
Exact shipping costs will be displayed during checkout before payment.
Processing Time
Made-to-Order Items:
Each cushion is handcrafted upon order. Please allow:
5-7 business days for production
Plus shipping time
Ready-to-Ship Items:
If marked as "in stock," orders ship within 1-2 business days.
We'll send you a confirmation email with tracking information once your order ships.
Delivery Locations
We currently ship to:
All European Union countries
United Kingdom
Switzerland
Norway
Don't see your country? Contact us at hi@izabelahernas.com and we'll do our best to accommodate your request.
Packaging
Your cushion arrives compressed in a durable, reusable vacuum bag. This thoughtful packaging:
Reduces shipping costs and environmental impact
Protects your cushion during transit
Can be reused for storing seasonal textiles, linens, or travel
Your cushion will regain its full shape within 24 hours of unpacking. Simply remove from the vacuum bag and allow it to naturally expand.
Order Tracking
Once your order ships, you'll receive:
Shipping confirmation email
Tracking number
Estimated delivery date
Link to track your package
You can also track your order by logging into your account on our website.
Shipping Restrictions
Please note:
We cannot ship to P.O. boxes for express delivery
Some remote locations may have extended delivery times
Orders to non-EU countries may be subject to customs delays
Customs & Duties (Non-EU Orders)
For customers outside the European Union:
You may be responsible for:
Import duties
Customs fees
Local taxes (such as VAT)
These charges are determined by your country's customs office and are not included in our shipping costs. We recommend checking with your local customs office for estimated charges before placing your order.
We declare all shipments accurately and cannot mark items as "gifts" to avoid customs fees.
Lost or Damaged Packages
Lost Packages:
If your package hasn't arrived within the expected delivery window:
Check tracking information for updates
Contact us at hi@izabelahernas.com with your order number
We'll investigate with the carrier and work to resolve the issue
Damaged Packages:
If your cushion arrives damaged:
Take photos of the damaged item and packaging
Contact us within 48 hours at hi@izabelahernas.com
We'll arrange a replacement or refund
All shipments are our responsibility until they reach you safely.
Delivery Issues
Failed Delivery Attempts:
If the carrier cannot deliver your package (incorrect address, no one home, etc.):
Standard shipping: Package held at local post office for collection
Express shipping: Carrier will attempt redelivery or hold at depot
Unclaimed Packages:
Packages unclaimed after the carrier's holding period will be returned to us. Return shipping fees may apply for reshipment.
International Orders - Important Information
Delivery Times:
International shipping times vary by destination. Estimated delivery:
EU countries: 5-10 business days (standard), 2-4 days (express)
UK: 7-12 business days (standard), 3-5 days (express)
Switzerland/Norway: 7-14 business days (standard), 3-5 days (express)
Customs Clearance:
International orders may experience delays during customs clearance. This is beyond our control and not included in estimated delivery times.
Holiday Shipping
During peak seasons (November-December), please allow extra time:
Production time may extend to 7-10 business days
Shipping times may be longer due to carrier volume
Order early to ensure delivery for gift-giving occasions
We'll update our website with specific holiday deadlines during peak seasons.
Multiple Items
Ordering multiple cushions? Great!
Items ship together when possible
Shipping cost may be adjusted for larger orders (calculated at checkout)
Contact us for wholesale or bulk order shipping rates
Address Changes
Before Shipping:
Need to change your delivery address? Contact us immediately at hi@izabelahernas.com with your order number and new address.
After Shipping:
Once your order has shipped, we cannot change the delivery address. Please contact the carrier directly using your tracking number.
Questions?
If you have questions about shipping or need assistance with your order, we're here to help:
Email: hi@izabelahernas.com
Instagram: @izabelahernas.lifestyle
We typically respond within 24 hours (Monday-Friday).
Sustainability Note
We're committed to reducing our environmental impact:
Vacuum-compressed packaging reduces transportation emissions
Reusable vacuum bags extend the life of packaging materials
We use minimal packaging materials
All packaging materials are recyclable
Your cushion's journey from our island workshop to your home is as thoughtful as its creation.
Last Updated: 24.10.2025
Shipping policy subject to change. Please check this page for the most current information.