We select appropriate logistics carriers based on the destination country/region, parcel type, and current operational conditions. Delivery processes, fulfilment methods, and logistics routes may vary depending on the carrier network, service level, local regulations, customs requirements, and last-mile delivery conditions in each country or region.
By placing an order, you acknowledge and accept that the delivery process and method may be adjusted in accordance with local carrier operations.
Parcels are generally delivered to the address provided at checkout. Estimated delivery times are for reference only and do not include delays caused by customs clearance, failed delivery attempts, local holidays, weather conditions, transport restrictions, regulatory changes, carrier operational adjustments, or other factors beyond our reasonable control.
If doorstep delivery is not possible, the carrier may, in accordance with local regulations and service conditions, arrange a re-delivery attempt, handover to a third party, delivery to a collection point or parcel locker, or temporary storage at a designated location. We do not operate collection warehouses; where direct delivery is not possible, you may be required to collect the parcel from a location specified by the carrier.
Remote or restricted areas may be subject to delivery limitations, additional charges, or operational restrictions. In such cases, door-to-door delivery may not be available, and fulfilment will depend on the carrier’s policies.
Address changes are possible before dispatch. Once the parcel has been shipped, any changes depend on the carrier and cannot be guaranteed. Address modifications or redirection may incur additional charges.
International orders are subject to the customs regulations of the destination country/region. Customers are required to cooperate with customs clearance procedures, including providing necessary documentation, identity verification, declarations, and payment of applicable duties and taxes.
Carriers or customs authorities may require recipients to provide identification documents, additional information, or other required paperwork, and to pay relevant fees in accordance with applicable regulations.
Customs duties, import VAT, clearance fees, and other related charges are payable by the recipient and must be settled in accordance with local regulations.
Failure to pay customs charges or submit required documentation on time may result in delays, return, detention, or destruction of the parcel. Any resulting costs and risks shall be borne by the recipient.
Notice – Brazil orders: all customs duties and import taxes must be paid by the recipient within the required timeframe; otherwise, the parcel may be returned or handled by local customs authorities.
If any charges arise, please ensure prompt payment and retain all receipts and official documents for future reference or support.
1. Undelivered Parcels
If a parcel cannot be delivered due to incorrect address, inability to deliver, failure to respond, missed collection deadlines, or failure to complete required actions (such as customs clearance or payment), it may be held, re-delivered, returned, or processed in accordance with local regulations. All resulting costs and losses shall be borne by the recipient.
2. Delivery Issue (“Delivered” but not received)
If tracking shows the parcel as delivered but you have not received it, we recommend:
Please contact us as soon as possible so we can assist with an investigation.
The situation will be assessed based on logistics records and carrier feedback, and an appropriate resolution will be provided according to the findings, available evidence, and applicable policies.
3. Undelivered Parcels & Returns Handling
If a parcel cannot be successfully delivered, the carrier may apply storage, re-delivery, return, or other compliant handling procedures. Returned parcels will be processed in accordance with the Return and Refund Policy.
If a return is not possible due to regulations, product nature, or carrier restrictions, the case will be reviewed based on tracking data and carrier reports.
4. Liability Determination
In cases of delivery issues, delays, or disputes, assessment will be primarily based on tracking information, carrier reports, and customs records.
Unless directly caused by our wilful misconduct or gross negligence, we shall not be liable for losses arising from carriers, customs authorities, or other third parties.
5. Additional Information
All delivery, customs clearance, and parcel handling processes are subject to the laws and regulations of the destination country, customs requirements, and the carrier’s terms of service.
In the event of delays, detention, destruction, confiscation, or other issues arising from customs inspections, regulatory changes, carrier operations, or other external factors, we will provide assistance in line with applicable policies, but shall not be liable for such events.
Returns, delivery issues, and disputes are handled based on logistics data, carrier feedback, and customs decisions, in accordance with platform policies.
Customers must provide accurate and complete information, monitor tracking updates, and respond promptly to notifications, including collection, re-delivery arrangements, customs clearance, and payment obligations.
We provide logistics support within our policy scope, but we are not responsible for additional risks or losses arising from local regulations, customs procedures, or carrier operations.
We have local warehouses in the United States, Canada, Australia, Ireland, the United Kingdom, France, Germany, Spain, Portugal, the Czech Republic, Hungary, the Netherlands, Sweden, Denmark, Italy, Switzerland, Belgium, Poland, and Hong Kong. Your order will be dispatched from the nearest warehouse whenever possible to ensure faster delivery.
