-561x569.png "PBralisco")
I. Service Purpose and Scope
PENUMBRALISCO LLC is committed to "protecting customer rights and providing attentive service" and is dedicated to providing a professional and efficient service experience for EU consumers. This service policy applies to all EU customers who purchase slippers through the PENUMBRALISCO LLC official website (penumbralisco.com). It covers the entire service process, including pre-sales consultation, order processing, logistics tracking, and after-sales problem resolution. It is the core agreement between us and our customers regarding service rights and responsibilities. If you have any questions or concerns during the service process, please contact us according to this policy or through designated channels.
II.Pre-sales Consultation
Consultation Channels and Response Time: If you require information about product information (such as size options, material properties, and style details), order rules (such as payment methods, promotions), or service policies before purchasing, you can obtain support through the following channels:
Email Inquiry: Send an email to [email protected]. We will respond within 24 hours (excluding weekends and EU statutory holidays) and provide detailed answers to your questions.
Online Inquiry: Submit a message through the "Contact Us" section of this website, or click the "Live Customer Service" icon in the lower right corner of the page (service hours: 9:00 AM - 6:00 PM Beijing Time, corresponding to 1:00 AM - 10:00 AM in major EU time zones). Our customer service staff will provide you with real-time, one-on-one answers.
Frequently Asked Questions (FAQ): The "Help Center" section of this website has organized frequently asked questions (such as size charts and payment security instructions) for quick reference. Product Recommendations and Fitting Suggestions: Our customer service team will provide personalized recommendations based on product features for different usage scenarios (such as home, outdoor leisure, and seasonal needs). For example, we can recommend breathable cotton and linen slippers for summer, warm plush slippers for winter, or suggest the right size based on your foot shape to ensure you receive the product you need.
III. Order Support
Order Confirmation and Modifications: After you complete your order and payment, the system will automatically send an order confirmation email to your registered email address containing details such as the order number, product information, delivery address, and payment amount. If you need to modify your order (such as changing the style, adjusting the delivery address, or increasing or decreasing the quantity), please contact us within 24 hours of placing the order.
If the order has not yet entered the stocking stage, we will modify the information free of charge.
If the order has already been prepared or shipped, only the delivery address can be modified (subject to the logistics provider's permission). Other information cannot be adjusted. You can subsequently process the modification according to the "Return and Exchange Policy."
Payment Assistance and Security: We support common payment methods in the EU (such as Visa, Mastercard, and PayPal), ensuring a secure and convenient payment process. If you encounter any issues during the payment process (e.g., payment failure, payment deduction without an order being generated), please provide payment verification (such as bank debit records or payment screenshots) to [email protected]. We will verify with the payment provider within one business day and assist you in resolving the issue, ensuring the security of your funds.
Order Progress Notification: From the moment you place your order until your product is shipped, we will provide real-time email updates on your order's progress:
After successful payment: We will receive an "Order Confirmation Email" confirming your order details.
When your product is ready for shipment: We will receive a "Stock Ready Notification" notifying you that your product will be shipped soon.
After your product is shipped: We will receive a "Shipping Notification Email" with the tracking number and tracking link for easy tracking of your shipment.
IV. Logistics Tracking Service
Logistics Information Synchronization and Tracking Assistance: After shipment, in addition to automatically receiving shipping information, you can obtain real-time shipping updates through the following methods:
Website Order Center Inquiry: Log in to "My Orders" on this website and find the corresponding order to view shipping tracking information.
Customer Service Assistance: If shipping information has not been updated for more than 3 days, or you are unable to check the status of your shipment through the carrier's official website, please contact us (email: [email protected]) and provide your order and tracking number. We will contact our logistics partner (such as DHL eCommerce or FedEx Economy) within 3 business days to obtain the latest shipping status and provide you with feedback.
Shipping Exception Support: If you encounter unusual situations such as logistics delays (e.g., delivery beyond the agreed shipping time) or package detentions (e.g., customs clearance delays), we will proactively assist you:
Logistics Delays: We will verify the cause of the delay (e.g., peak shipping season, delivery to a remote area) and provide you with an estimated arrival time. If the delay exceeds 15 days, we will offer you two options: "Priority Reshipment" or "Order Refund."
Customs Clearance Delays: We will assist you in preparing the required supplementary documents (e.g., Certificate of Product Compliance, copy of commercial invoice), guide you through the customs clearance process, and ensure smooth delivery of your package.
V. After-Sales Service
Return and Exchange Assistance: If you need to return or exchange a product (in accordance with the PENUMBRALISCO LLC EU Return and Exchange Policy), we will provide full assistance:
Return and Exchange Application Guidance: We will explain the application process and required documents (such as order number and product photos), and assist you in completing the application form.
Return Address and Logistics Recommendations: We will provide you with the designated return warehouse address within the EU, recommend reliable logistics providers (such as DHL and Royal Mail), and remind you to retain the logistics tracking number for future tracking.
Return and Exchange Tracking: After you return your product, we will track the return logistics status in real time. Once the product arrives at the warehouse and is inspected, we will promptly inform you of the processing results (such as refund progress and exchange delivery time). Product Quality Issues: If the slippers you received have quality issues (such as debonding, broken threads, or incorrect size, and the issue is not caused by human error), please contact us within 48 hours of delivery and provide your order number and photos or videos of the product.
Once the issue has been confirmed, we will offer you three options: "Free Reissue," "Full Refund (Shipping Included)," or "Repair."
If you choose reissue, we will arrange shipment within 5-7 business days at no cost to you. If you choose a refund, we will process the refund within 3 business days and return the funds to your original payment account.
After-Sales Feedback and Complaints: If you are dissatisfied with the service (e.g., untimely customer service response or inefficient issue resolution), please send an email to [email protected], marked "After-Sales Feedback/Complaint." We will arrange a follow-up within 1 business day to verify the issue, provide you with an improvement plan, and apologize. We will resolve reasonable complaints within 7 business days to protect your legal rights.
VI. Service Guarantee and Consumer Rights
Compliance Commitment: This service policy strictly complies with the EU Consumer Protection Directive, the E-Commerce Directive, and other relevant regulations to ensure that your rights to be informed, choose, and seek compensation are fully protected during the service process. All service operations comply with EU legal requirements.
Service Records and Privacy Protection: We will properly store your inquiry records, order information, and service communications for the sole purpose of providing you with services and improving service quality. They will not be disclosed to third parties (except as required by laws and regulations or with your explicit consent). For specific privacy protection details, please refer to the PENUMBRALISCO LLC Website Privacy Policy.
Service Satisfaction Survey: To continuously improve service quality, we may send you a satisfaction survey (via email) after the service is completed (e.g., order completion, after-sales issue resolution). Your feedback will serve as an important basis for us to improve our service level. Completion of the survey is completely voluntary, and all feedback information will be used only for internal analysis.
VII. Service Policy Updates and Contact Channels
Policy Revisions and Notices: We may revise this service policy due to adjustments to EU regulations, optimization of service processes, or changes in business needs. The revised policy will be posted in the "Service Policy" section of this website, with the effective date indicated on the page. If there are any changes to core service content (such as response time and coverage), we will provide 7 days' advance notice via email (to customers who have already placed an order) or a pop-up notification on the website to ensure timely notification of any policy changes.
Long-term Service Contact: Regardless of your purchase stage, if you require service support, you can contact us through the following channels:
Official Website: penumbralisco.com ("Contact Us," "Help Center");
Email: [email protected] (24-hour response, prioritizing urgent after-sales issues).
We are committed to addressing every customer's needs with professionalism and patience, and to providing you with high-quality, reliable service, so that you can purchase PENUMBRALISCO LLC slippers with peace of mind.