Shipping Policy

Free shipping

Shipping is free on every order. The price you see at checkout is the price you pay for delivery to your door.

Where we deliver

We currently deliver to the United States, the United Kingdom, Canada, Australia, New Zealand, Germany, France, the Netherlands, Denmark, Norway and Sweden. The countries available for your order are shown at checkout.

Where your order ships from

Your order is shipped directly from our production partner’s warehouse in China by international tracked shipping. On the way, your parcel passes through customs in your country and is then handed to a local delivery service (for example the national postal service), which delivers it to your door. Your order may arrive in more than one parcel.

Processing and delivery times

• Processing: orders are usually prepared and handed to the carrier within [1–3 business days].
• Delivery: because your order travels internationally, delivery after dispatch usually takes:

Destination	Typical delivery time
United States, Canada	[X–Y business days, e.g. 8–15]
United Kingdom	[X–Y business days, e.g. 7–14]
Germany, France, Netherlands, Denmark, Norway, Sweden	[X–Y business days, e.g. 7–15]
Australia, New Zealand	[X–Y business days, e.g. 8–16]

These are estimates. Customs checks, public holidays (including holidays in China, such as Chinese New Year), busy periods or the carrier can cause delays. In any case, we deliver within 30 days of your order being accepted; if we cannot, we will let you know, and you can cancel and receive a full refund.

Tracking your order

Within [2–3 business days] of your order, we send you an email with a tracking number. Please note:

• It can take the carrier 3 to 7 days to activate a new tracking number, so the tracking page may show no information at first.
• While the parcel is in international transit and in customs, the tracking may not update for several days.
• When the parcel reaches your country, it may get a new tracking number from the local delivery service. We will share it with you, or you can usually find it on the carrier’s tracking page.

This is normal and your parcel is on its way.

If you have not received a tracking email within [3 business days], please check your spam folder or contact us.

Customs, duties and taxes

Because your order is shipped from China, it is an import into your country. How import taxes and duties are handled depends on where you live:

Destination	Import taxes and duties
EU countries (DE, FR, NL, DK, SE)	[Import VAT is included in the price and paid by us at checkout (IOSS), so you pay nothing on delivery.] / [Import VAT, duties and the carrier’s handling fee are charged on delivery.]
United Kingdom	[UK VAT is included in the price and paid by us, so you pay nothing on delivery.]
Norway	[VAT is included in the price and paid by us (VOEC), so you pay nothing on delivery.] / [VAT and fees are charged on delivery.]
Australia, New Zealand	[GST is included in the price where we are required to collect it.] / [GST and fees may be charged on delivery.]
United States	[All duties and tariffs are included; you pay nothing on delivery.] / [Duties, tariffs and fees may be charged on delivery.]
Canada	[All duties and taxes are included; you pay nothing on delivery.] / [GST/HST, duties and brokerage fees may be charged on delivery.]

Where charges are collected on delivery, they are set by your country’s customs authority and the carrier, and you are responsible for paying them as the importer. If you refuse to pay them, the parcel is treated as not collected (see below). If you are unexpectedly asked to pay a charge, please contact us with a photo of the invoice and we will see what we can do to help.

Your delivery address

Please check your delivery address carefully at checkout. If you notice a mistake, contact us as soon as possible at [SUPPORT EMAIL]. We can change the address until the order has been dispatched.

Parcels that cannot be delivered

If a parcel cannot be delivered because the address you gave was wrong or incomplete, because nobody was available to receive it, or because it was not collected from a pick-up point:

1. We contact you by email to arrange a solution.
2. If the parcel comes back to us, we can send it again (you pay the new shipping costs), or refund the purchase price minus the shipping costs we paid.
3. If we do not hear from you within 30 days of our first message, we refund the purchase price minus the shipping costs we paid [and the cost of the return to us].

Damaged, lost or late parcels

• Damaged on arrival: please email us within [7 days] of delivery with your order number and a photo of the product and the packaging. We will send a replacement or refund you.
• Lost parcel: if your tracking has not updated for [7 business days] or the parcel shows as delivered but you have not received it, contact us and we will investigate with the carrier. If the parcel is lost, we will send a replacement or refund you.
• Late delivery: if your order has not arrived within the delivery time shown above, please contact us and we will help.

Your statutory rights are not affected; see our Terms & Conditions.

Questions

For any question about your delivery, contact us at [SUPPORT EMAIL] or visit our Support page.