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Shipping Policy
1. Scope of Policy Application
This policy applies to EU residents (including individual consumers and corporate customers) who purchase tableware products (including ceramic tableware, stainless steel cookware, glassware, etc.) from our company through our official website (nexustradeworld.com), email orders, and other channels. This policy covers order fulfillment, logistics distribution, shipment tracking, and shipping exception handling.
2. Shipping Rules
(I) Shipping Time
Our company will initiate order processing and stocking procedures upon receipt of full payment. Shipping time for standard tableware products is 5-8 calendar days (calculated from the day after successful payment).
Shipping will be postponed on holidays (including EU public holidays and statutory holidays in our location). Specific postponement arrangements will be announced in advance via our official website. (II) Shipping Prerequisites
Complete and accurate order information: Consumers must provide a clear delivery address within the EU (including street, address, postal code, contact person, and phone number). Any delays or returns resulting from incomplete or incorrect address information will be the responsibility of the consumer.
Special product compliance review: Food contact tableware made of special materials (such as ceramic lead content testing and stainless steel material certification) must pass relevant EU compliance reviews before shipment. This review time is not included in the shipping period mentioned above. 3. Shipping Time
(I) Shipping Time
Normal shipping time: After shipment, shipping time within EU member states is 10-40 calendar days. The specific time is affected by the following factors:
Delivery Address Location: Shipping time within core EU member states (such as Germany, France, Italy, and Spain) is generally 10-25 calendar days. Shipping time in remote areas (such as EU border member states and island regions) may extend to 26-40 calendar days.
Shipping Method: Standard shipping services are used by partnered EU logistics providers (such as DHL, DPD, and UPS Europe). Expedited shipping options (such as next-day or three-day delivery) will incur additional charges. Please contact customer service for specific shipping times and fees.
Shipping Time: Shipping time is calculated from the day after shipment from our warehouse and does not include shipping time for logistics provider sorting, transit, and customs inspection (if applicable). If shipping is delayed due to force majeure (such as natural disasters, logistics strikes, or border controls), our company will promptly notify the customer but assumes no responsibility for any delays. 4. Shipping Fees and Payment
(I) Fee Calculation
Regular Orders: Shipping fees are calculated based on the weight, volume, and delivery address of the order. The specific fee will be displayed when the customer places the order.
(II) Payment
Shipping fees must be paid together with the product price. Customers must pay the full amount (including product fee, shipping fee, and any applicable taxes) when placing an order.
If a second shipment is required due to our company's fault (such as incorrect or missed shipment of an order), the second shipment fee will be borne by our company and the customer will not be required to pay any additional fees. 5. Transport Packaging and Cargo Protection
(I) Packaging Standards
Due to the fragile nature of tableware, our company utilizes packaging that complies with EU logistics and transportation standards:
Inner Packaging: Each piece of tableware (especially ceramic and glassware) is individually wrapped in bubble wrap, with gaps filled with shock-absorbing foam or pearl cotton to protect against impact and wear during transportation.
Outer Packaging: Thickened corrugated cardboard boxes are used, with warning signs such as "Fragile" and "Handle with Care" posted inside. The box is also labeled with the order number, delivery information, and tracking number.
Special Protection: Metal kitchenware such as cutlery is wrapped in rust-proof paper and then shock-proofed. Gift-boxed tableware is additionally protected with cardboard to ensure the box's appearance remains intact.
(II) Cargo Insurance
Our company purchases basic logistics insurance for all tableware shipped. This insurance covers damage or loss during transportation caused by the logistics provider.
If consumers require increased insurance coverage, they can select "Value-Added Insurance" when placing an order. The insurance premium is 1% of the product value. The detailed claims process will be provided upon purchase. 6. Cargo Tracking and Receipt
(I) Cargo Tracking
After shipment, the Company will email the consumer a tracking code and a tracking link (available through the partner logistics provider's official website or the "Order Tracking" page on the Company's official website).
Consumers can use the tracking code to check the shipment status (e.g., shipped, in transit, or being delivered) in real time. If the tracking information remains inactive for an extended period (more than 7 calendar days), they can contact Customer Service for assistance.
(II) Cargo Receipt
When the logistics provider delivers the goods, they will prioritize contacting the contact person at the delivery address. Consumers must present valid identification (e.g., EU ID card, passport) to sign for the goods.
Before signing for the goods, consumers must inspect the packaging for integrity. If any signs of damage or opening are found, they may refuse to accept the goods and immediately contact Customer Service ([email protected]). Customer Service will coordinate with the logistics provider to inspect the goods and handle any subsequent issues.
If the consumer entrusts another party to receive the goods, the other party bears the same responsibility for inspecting the goods as the consumer. Upon receipt, the consumer is deemed to have confirmed the goods are intact. 7. Shipping Exceptions
(I) Shipment Delays
If the shipping time exceeds the agreed 40 calendar days (except for force majeure), consumers may contact customer service to inquire about the reason for the delay. The Company will provide a detailed explanation of the delay provided by the logistics provider within 3 business days.
If the delay is caused by the Company or the logistics provider (such as delayed shipment or logistics sorting errors), consumers may choose to:
continue waiting for the shipment;
cancel the order, and the Company will fully refund the product price and shipping costs. The refund will be credited to your account within 3-10 business days of order cancellation confirmation. (II) Damaged/Lost Goods
Damaged Goods: If a consumer discovers damage to a product upon receipt or within 48 hours of receipt, the consumer must provide photos of the damage (including the damaged area, packaging, and shipping label). The Company will review the damage within three business days. Once the damage is confirmed to be covered by insurance, the Company will offer a free replacement or a full refund (including product and shipping fees).
Lost Goods: If the tracking information indicates "Lost" or there is no delivery record for more than 15 calendar days, the Company will assist the consumer in filing a claim with the logistics provider. Once the claim is processed, a replacement or refund will be arranged based on the consumer's request. The claim processing time is typically 15-30 business days. (III) Goods Returns
If goods are returned by the logistics provider due to consumer reasons (such as incorrect address, refusal without reasonable grounds), upon receipt of the returned goods, the Company will notify the consumer to pay the "round-trip shipping fee" (including the original shipping fee and the return shipping fee). Reshipment can be arranged after the consumer pays the fee. If the consumer refuses to pay, the Company will refund the remaining purchase price after deducting the shipping fee.
If goods are returned due to reasons attributable to the logistics provider or the Company, the reshipment shipping fee will be borne by the Company and the consumer will not be required to pay any additional fees.
8. Complaints and Dispute Resolution
If consumers have any objections to shipping services (such as timeliness, packaging, or unusual handling), they may send a complaint email to [email protected], specifying "EU Shipping Complaint" and the order number. The Company will provide a resolution within 5 business days.
If the parties cannot reach an agreement on the shipping issue, the consumer may submit a complaint to the logistics regulatory authority or consumer protection agency in the EU member state where the goods are to be shipped. The Company will actively cooperate with the relevant agencies in their investigation and mediation efforts. 9. Policy Updates
The Company may update this policy based on revisions to EU logistics regulations, adjustments to the services of its logistics partners, and changes in business needs. We will notify consumers of any updates through official website announcements, email notifications, and other means. Updates will take effect from the date of such announcement.