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I. Scope of Application
These shipping terms apply only to orders for slippers purchased by consumers in the European Union through the official PENUMBRALISCO LLC website (penumbralisco.com). All shipping arrangements, responsibilities, and related agreements for all orders are subject to these terms. If you encounter any issues during shipping, you may contact us through these terms or by contacting us through the designated contact information.
II. Shipping Time
Normal Shipping Period: After your order is paid and your payment information is reviewed and approved, we will ship your order within 5-7 business days (excluding weekends and EU statutory holidays). For example, if you pay on Monday and your order information is correct, your order will be shipped between Friday of that week and the following Wednesday.
Delayed Shipping: If a shipment is delayed due to force majeure (such as natural disasters, strikes at logistics hubs), temporary product out-of-stock conditions, or order anomalies (such as an incomplete delivery address or pending payment verification), we will notify you of the delay and estimated shipping time within 24 hours of becoming aware of the issue, via the email address or text message you provided when placing your order. If you do not accept the delayed shipment, you may cancel your order and receive a full refund.
III. Shipping Time and Logistics Methods
Core Shipping Time: For orders within the EU, the typical shipping time is 20-40 calendar days after the product is dispatched from our warehouse. Shipping time is calculated from the date the tracking number is generated and uploaded to the order system. Specific delivery times may vary depending on your region, peak shipping seasons (such as Christmas and post-Black Friday sales), and customs clearance efficiency.
Logistics Partners: We primarily partner with international logistics providers covering the entire EU, including but not limited to DHL eCommerce, FedEx Economy, and Royal Mail International. The specific logistics provider will be automatically matched based on your delivery address and order weight to ensure stable and cost-effective shipping. After your order is shipped, you can view the tracking number and real-time tracking information on the "My Orders" page of this website. You can also enter the tracking number on the logistics provider's website to track shipping progress.
Logistics Tracking and Notification: After the tracking number is generated, we will send you a shipping notification via email or SMS, including the carrier name, tracking number, and tracking link. If there is a delay during delivery (e.g., no update for more than 7 days), you can request logistics assistance through the order system or contact us at [email protected]. We will communicate with the carrier and provide feedback within 3 business days.
IV. Shipping Fees and Cost Calculation
Fee Calculation: Shipping fees within the EU will be based on the total weight of your order (a single pair of slippers weighs approximately 0.3-0.5kg, and multiple pairs are charged cumulatively) and the country/region of destination. The specific fee will be automatically displayed on the "Checkout" page when you place your order, allowing you to clearly review and complete payment.
Fee Payment Information: Under normal circumstances, shipping fees are paid by you at the time of ordering. If secondary shipping is required due to our fault (e.g., incorrect shipment of items or missed shipment of an order), we will cover all additional shipping costs and you will not be required to pay any additional fees.
V. Customs and Import Information
Customs Clearance Responsibilities and Fees: According to EU customs regulations, goods shipped from non-EU regions may be subject to import customs clearance, which is handled by you (the recipient). We will include a commercial invoice that complies with EU customs requirements (specifying product name, quantity, declared value, etc.) with the product packaging to facilitate customs clearance. If customs duties, value-added tax (VAT), or other import taxes are incurred during customs clearance, you will be responsible for paying them according to local customs notification. We are not responsible for these fees. (If you selected the "Tax Inclusive" option when placing an order, these taxes are already included in the order price and are not subject to additional payment. Please refer to the product details page for details.)
Customs Clearance Delays: If shipping time exceeds 40 calendar days due to customs inspection (e.g., additional product declaration information is required), you may contact your local customs office to inquire about customs clearance requirements. We may also assist in providing additional documentation (such as product compliance certificates). However, such delays will not be considered a breach of contract by us, and shipping time will be extended accordingly. If a product is detained or returned due to customs determination that it does not comply with local import regulations (such as special material restrictions; our slippers comply with EU REACH regulations, but such cases are rare), we will issue a full refund (including the purchase price and shipping costs) but will not be responsible for customs fines or other associated costs.
VI. Product Liability During Transportation
Product Protection Before Shipment: We use shock-resistant packaging (such as bubble wrap or cardboard shoe boxes) to ensure that the slippers are not damaged during transportation. All products are visually and functionally inspected before shipment. If you discover any damage to the product after receiving it (such as a crushed shoe box or deformed upper), please take photos of the damaged product (including the packaging and shipping label) and send them to [email protected] within 48 hours of receipt. We will review the damage within 3 business days and, upon confirmation, arrange for a free replacement or a full refund (including shipping costs). Lost in Transit: If the product is deemed "lost" by the logistics provider during transit (e.g., tracking shows "package lost" or it has not arrived for more than 40 calendar days and the logistics provider confirms it cannot be recovered), you may file a claim for loss:
Reshipment: We will reschedule the shipment within 5-7 business days at no additional cost.
Refund: We will refund the full order amount (including the product price and shipping costs) within 3 business days to the original payment account.
Recipient's Responsibilities: If the product is returned due to an incorrect delivery address, unacceptable delivery (e.g., multiple deliveries resulting in a returned package), or refusal to pay customs duties, you will be responsible for the return shipping costs. Upon receipt and inspection of the returned product, we will refund the remaining amount after deducting the return shipping costs to your account.
VII. Terms Updates and Contact Us
Terms Amendments: These shipping terms may be amended due to changes in EU logistics policies, customs regulations, or the services of our partner logistics providers. Revised terms will be posted in the "Shipping Terms" section of this website, with the effective date indicated on the page. If there are changes to core content (such as shipping times and pricing), we will notify existing customers 7 days in advance via a pop-up notification or email.
Inquiries and Assistance: If you have any questions regarding shipping times, fees, or tracking, or need assistance with shipping-related issues (such as loss or damage), please contact us via the following methods:
Official Website: penumbralisco.com (Submit a message in the "Contact Us" section);
Email: [email protected] (Preferred; attaching screenshots and photos of your order will facilitate more efficient processing).
We promise to respond to all inquiries within 15 business days and will fully assist you in resolving shipping-related issues to ensure your shopping experience is as good as possible.