Thank you for choosing clothing products from Serenesage Trading Co., Ltd. In order to give you a clear understanding of the transportation arrangements of the goods, we have formulated the following transportation policy, which is applicable to the delivery of orders in the EU region.
1. Transportation scope
This policy only applies to the transportation of orders within the EU member states, including but not limited to Germany, France, the United Kingdom (Note: if the UK still applies to EU-related trade rules), Italy, Spain and other countries. Delivery services outside the EU are not currently supported. If you have special needs, please contact us at [email protected].
2. Transportation method and cooperative logistics
Standard transportation: The default standard delivery method is to cooperate with international logistics service providers such as DHL, FedEx, UPS, etc., covering major cities and regions in the EU, balancing transportation efficiency and cost.
3. Order processing and transportation time
Order processing: On working days (Monday to Friday, excluding EU public holidays), we will complete the stocking and outbound review within 5-7 days.
Shipping time: Standard shipping: It usually takes 20-40 working days to deliver to major EU countries (such as Germany, France, the Netherlands, etc.); it may be extended to 7-10 working days to remote areas (such as some Nordic countries, Mediterranean islands, etc.). Note: The shipping time starts from the time the package leaves the warehouse, excluding the order processing time and delays caused by force majeure (such as bad weather, logistics strikes, customs inspections, etc.). 4. Shipping costs Charging standard: The shipping cost is calculated based on the weight, volume and destination of the ordered goods. The system will automatically generate the specific amount when placing an order and display it on the order settlement page. 5. Package tracking After the order is shipped, we will send you the logistics order number and tracking link by email (the email address is the email address you filled in when placing the order). You can use this link or the logistics provider's official website to check the package transportation status in real time. If you do not receive the tracking information, you can check the spam folder first, or contact us at [email protected] for help.
VI. Receipt and Signing for the Goods
Please ensure that the delivery address filled in when placing the order is accurate (including street, house number, zip code, contact number, etc.). If the package is returned or delayed due to an incorrect address, secondary transportation costs may be incurred, which shall be borne by you.
Please check whether the package is intact when signing for the package. If the package is damaged, squeezed or deformed, etc., you can refuse to sign for it and contact us in time (within 24 hours). We will assist in communicating with the logistics company to deal with it.
If you cannot sign for the package in person, you can authorize someone else to collect it on your behalf. The signature of the consignee is deemed that you have no objection to the package.
VII. Customs and Taxes
The goods transported within the EU already include relevant taxes (such as value-added tax), and the order amount is tax-inclusive. You do not need to pay additional import duties or customs clearance fees.
If additional taxes are incurred due to special reasons (such as disputes over the declared value of goods), we will assist in handling them in accordance with relevant EU regulations, and the specific responsibility shall be subject to the judgment of the local customs.
VIII. Handling of Transportation Issues
Package loss or damage: If the package is lost or seriously damaged during transportation, or the logistics status has not been updated for a long time (more than the estimated time of 5 working days), please contact us at [email protected]. We will verify the situation within 3 working days and arrange for you to resend the goods or refund the full amount (according to your choice).
Wrong shipment or missing shipment: If the received goods do not match the order (wrong shipment, missing shipment), please contact us within 48 hours after signing for it and provide photo proof. We will resend the correct goods for free or refund the corresponding amount.
If you have any questions about transportation, please feel free to contact us at [email protected] and we will be happy to assist you.