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Terms of service
ZELORA COMMERCE LIMITED (hereinafter referred to as "we") is committed to providing high-quality, professional clothing sales and ancillary services to customers in the European Union. To clarify our responsibilities and obligations in providing services and to protect your legitimate rights and interests, we have formulated this EU Service Policy in accordance with the EU Consumer Rights Directive and other relevant laws and regulations, and in light of our service philosophy and actual operations. By visiting lighthinge.com (hereinafter referred to as the "Website") or purchasing products through this Website, you acknowledge and accept all contents of this Policy. If you have any questions or inquiries, please contact our Customer Service Team at [email protected].
1. Service Scope
This Policy applies to all customers located in EU member states (including Germany, France, Italy, and Spain; the UK will be subject to changes based on post-Brexit logistics and legal policies). It covers the entire process of browsing, inquiring, ordering, purchasing, and after-sales service on this Website. We will provide you with information consultation, order processing, logistics tracking, return and exchange assistance, and complaint handling services related to clothing products.
2. Customer Support
Inquiry Channels: You can contact us through our online customer service system or email us at [email protected] for inquiries regarding product information (including materials, sizes, washing instructions, etc.), order status, shipping information, policies, and other related matters.
Response Time: We promise to respond promptly to your inquiries on business days (excluding EU statutory holidays). Generally, we will respond to online customer service inquiries within 2 hours, and email inquiries within 24 hours. For complex inquiries, we may need longer to verify the information. We will then provide you with an estimated response time and provide a response within the agreed timeframe.
Languages of Service: To better serve our EU customers, our customer support team offers services in several major EU languages, including English, German, French, and Spanish, to ensure smooth communication.
Order Services
Order Confirmation: After you successfully submit your order and complete payment on our website, we will send you an order confirmation email via your registered email address within one business day. This email will include the order number, product information, price, delivery address, and other details. If you do not receive a confirmation email, please check your spam folder or contact us immediately to verify.
3. Order Modifications and Cancellations:
After submitting an order and before shipment, you may request to modify order information (such as the delivery address and contact number; some modifications may be subject to system restrictions) or cancel the order. Modification or cancellation requests must be sent via email, and we will process and provide feedback within two business days.
If an order has already entered the shipping process, modifying or canceling the order may incur additional fees (such as incurred logistics preparation fees). The specific fee will be negotiated with you based on the actual situation.
Order Inquiry: You can check the order status (including pending payment, paid, shipped, completed, etc.) by entering the order number on the "My Orders" page of this website or by logging into your account. You can also contact customer service for assistance.
4. Product Information Services
We will accurately and clearly display basic product information on the product detail pages of this website, including name, style, color, size, material, ingredients, washing instructions, price, etc. If you find any errors or questions about the product information, please notify us at any time and we will promptly verify and correct it. For clothing sizing standards, we provide a detailed size chart (including specific measurements such as chest, waist, and length), and indicate the sizing system used (such as EU standard sizing). If you have any questions about sizing, please contact customer service for professional advice.
5. After-Sales Service
Return and Exchange Assistance: If you need to return or exchange a product, we will provide you with full assistance in accordance with the ZELORA COMMERCE LIMITED EU Return and Exchange Policy, including guidance on the return process and processing refunds or exchanges.
Quality Issue Handling: If the product you received has a quality issue (such as damaged fabric or workmanship defects), after verification, we will prioritize your return or exchange and cover any related costs. We will also record any quality issues and continuously improve product quality.
Complaint Handling: If you have any complaints about our services, products, or policies, please email us with a detailed description of the situation. We will accept and investigate your complaint within three business days and provide a resolution within seven business days. If you are not satisfied with the results, please provide further feedback, and we will review and seek a more appropriate solution.
6. Service Improvement Commitment
We value every customer's feedback and will regularly collect customer feedback and suggestions to continuously optimize service processes and enhance service quality. We will disclose service improvement measures and results to customers through announcements on this website and other means, and accept customer supervision.
7. Policy Effectiveness and Updates
This Service Policy is effective from the date of publication and applies to all service activities occurring after its effective date.
This Policy may be revised due to updates to EU laws and regulations, changes in the market environment, or adjustments to our services. If there are any significant changes, we will announce them on this website or send a notification to your registered email address. The changes will take effect from the effective date specified in the announcement or notification. We recommend that you review this Policy regularly to stay updated on our service commitments.