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Shipping policy

ZELORA COMMERCE LIMITED (hereinafter referred to as "we") is committed to providing efficient and reliable shipping services to customers within the European Union. To clarify shipping-related matters and protect your legal rights, these shipping terms and conditions have been established in accordance with relevant EU logistics and consumer rights regulations, and in light of our company's actual operations. By placing an order on lighthinge.com (hereinafter referred to as the "Website"), you agree to all terms and conditions. If you have any questions, please contact us at [email protected].

1. Delivery Area

We currently ship to all EU member states, including but not limited to Germany, France, Italy, Spain, and the United Kingdom. (Note: If there are any changes to logistics policies after Brexit, the latest policies will apply.) We do not currently support shipping to countries or regions outside the EU. Please contact our customer service team in advance for special circumstances.

2. Shipping Time
For orders successfully placed and paid for on this Website, we will ship within 5-7 business days (business days do not include Saturdays, Sundays, and EU statutory holidays). If the item you purchased is in limited stock, delivery may take longer. The specific delivery time will be indicated on the product details page or confirmed separately by customer service.

If the delivery information you provided is incomplete, inaccurate, or disputed, resulting in our inability to ship on time, delivery will be postponed accordingly. You will be responsible for any delays.

3. Shipping Time

Once shipped from our warehouse, the delivery time to EU member states is typically 20-40 business days. Specific delivery times may vary depending on factors such as the destination country or region, the shipping method, and weather and traffic conditions. Please note that some delays may occur.

Shipping time is calculated from the day the item is shipped and does not include holidays or holidays during the shipping process.

After the item is shipped, we will send the tracking number and tracking information to your registered email address or mobile phone number. You can use this tracking number to track the delivery status of your item in real time.

Shipping Methods and Carriers
We will select the appropriate shipping method based on the nature, weight, volume, and destination of the item, including but not limited to international express, postal express, and freight forwarding. Our partner carriers are primarily well-known logistics companies in the EU, such as DHL, FedEx, UPS, and Royal Mail, ensuring safe and timely delivery of your products.

4. Shipping Costs
Shipping costs are calculated based on factors such as the weight and volume of your product, its destination, and the method of transportation. The specific costs will be displayed during your order checkout and are your sole responsibility.
Any taxes and fees related to shipping, such as customs duties, VAT, and customs clearance fees, may be borne by you according to EU regulations and the regulations of the destination country or region. We will do our best to provide you with an estimate of these costs and provide you with a notification before confirming your order.

5. Shipping Information
Please ensure that you provide accurate and complete shipping information when placing your order, including the recipient's name, address, contact number, and postal code. If your shipping information changes, please notify us by email or by calling our customer service hotline before shipment. This information cannot be modified after shipment.

When your product arrives, the carrier will contact you to confirm receipt. Upon receipt, you or your authorized recipient must inspect the product packaging to ensure it is intact and the quantity ordered. If you discover any damage to the packaging, missing goods, or damaged goods, please refuse to accept the goods and promptly notify us at [email protected]. We will assist you in resolving the issue with the carrier.

If you or your authorized recipient do not raise any objections upon receipt, the goods will be deemed to have been delivered intact.

6. Shipping Responsibility

If, before shipment, the goods are damaged, lost, or undeliverable due to our fault, we will issue a refund or reshipment at our expense.

If, between shipment and delivery, the goods are damaged, lost, or delayed due to the carrier's fault, we will assist you in filing a claim with the carrier. The final outcome of the claim will be determined by the carrier. If the claim is successful, we will process a refund, reshipment, or compensation based on the outcome. If the claim is unsuccessful, we will negotiate a solution with you. We are not responsible for any delays, damage, or loss of goods due to force majeure (such as natural disasters, war, strikes, government regulations, etc.), but we will do our best to help you minimize losses.
Address Change and Refusal
If you need to change your delivery address, you must submit a request before shipment. We can modify it after confirmation. Any additional fees will be borne by you. Address changes are not accepted after shipment.
If you refuse to accept shipped goods without a valid reason, resulting in the return of the goods, you will be responsible for the round-trip shipping costs and any damages. We reserve the right to recover any losses we incur as a result.

7. Updates to Terms
These Terms of Shipping may be updated based on EU logistics policies, market changes, and company business adjustments. We will notify you of any significant changes through announcements on this website or by sending a notification to your registered email address. We recommend that you review the latest Terms of Shipping before placing an order to ensure your rights are fully protected.