Shipping Policy – petalshard.com

Global Shipping Coverage: We provide shipping services to over 120 countries and regions worldwide, excluding a small number of destinations restricted by international trade regulations or logistical limitations. A complete list of excluded countries is available on our website’s “Shipping Policy” page. Orders placed for excluded destinations will be canceled automatically, and a full refund will be issued within 3 business days—contact [email protected] if you have questions about your region’s eligibility.

Order Processing Time: After successful payment confirmation, all orders are processed within 2–4 business days. Processing may be extended by 1–2 days during peak seasons (e.g., Black Friday, Christmas) or Hong Kong public holidays. We will send an email notification if your order’s processing time exceeds 5 business days, including a revised shipment estimate.

Shipping Method Options: We offer two primary shipping methods to meet different needs:

Standard Shipping: Partnered with Hong Kong Post, DHL eCommerce, and Aramex, this option is cost-effective for non-urgent orders.

Express Shipping: Provided by DHL Express and FedEx, this option prioritizes delivery for time-sensitive purchases.

Shipping method details, including estimated costs, are displayed at checkout based on your delivery address and order weight.

Estimated Delivery Timeframes: Delivery times are calculated from the date of shipment (not order placement) and exclude customs clearance delays:

Standard Shipping: 7–14 business days for major regions (e.g., North America, Europe, Australia) and 10–21 business days for remote areas.

Note: These are estimates only—unforeseen events (e.g., weather, carrier disruptions) may cause delays.

Shipping Cost Calculation: Shipping fees are determined by three factors: order weight (including packaging), delivery destination, and selected shipping method. A shipping cost calculator is available on the checkout page—enter your address to view the exact fee before payment. We occasionally offer free standard shipping for orders meeting a minimum purchase threshold (e.g., $150 USD)—check our homepage for current promotions.

Address Requirements: You must provide a complete, accurate, and deliverable address (including apartment numbers, street names, and contact phone numbers). Incomplete or incorrect addresses may lead to delivery delays, returns, or non-delivery. We are not liable for issues caused by address errors—if you need to modify your address after order placement, contact [email protected] within 24 hours; we cannot adjust addresses once the order is shipped.

Package Tracking: Once your order is shipped, we will send a confirmation email containing a unique tracking number and a link to the carrier’s website. Use this number to monitor your package’s real-time status (e.g., in transit, out for delivery, delivered). If tracking information is not updated within 5 business days of shipment, email [email protected] with your order number—we will investigate with the carrier and provide updates.

Customs Clearance: All international shipments require customs clearance, which is managed by the destination country’s customs authority. Clearance times vary by region (typically 1–3 business days, but may be longer for strict inspection). You are responsible for providing any required documents (e.g., identification, import permits) requested by customs. We are not liable for delays caused by incomplete customs documentation or extended inspection.

Customs Fees & Duties: You bear full responsibility for all customs fees, import duties, taxes, or other charges imposed by your country’s customs office. These fees are not included in the order total or shipping cost—contact your local customs authority before ordering to estimate potential charges. Failure to pay customs fees may result in package seizure or return to us; we will not issue refunds for orders returned due to unpaid customs fees.

Delivery Attempts: Carriers typically make 2–3 delivery attempts to the provided address. If no one is available to receive the package, the carrier may leave a notice with instructions for rescheduling delivery or picking up the package from a local facility. If delivery attempts fail repeatedly, the package may be returned to us—we will notify you via email and offer options (reship with additional shipping fees or refund minus original shipping cost).

Lost or Missing Packages: If your package is marked as “delivered” but not received, first check with family, neighbors, or building management (carriers may leave packages in secure locations). If the package is still missing, contact [email protected] within 7 days of the “delivered” status—we will file a claim with the carrier. Refunds or reships will be processed only if the carrier confirms the package is lost (typically after 15–30 days of investigation).

Damaged Packages: Inspect your package immediately upon delivery. If the package or items inside are damaged, take photos of the packaging and damaged items, then email [email protected] within 48 hours of delivery. We will arrange a replacement (if in stock) or full refund, and cover the cost of returning the damaged items (we will provide a prepaid shipping label).

Restricted & Special Care Items: Our business attire and dresses are generally non-restricted, but some fabrics (e.g., silk, lace) may require special handling during shipping. We package delicate items in protective materials (e.g., tissue paper, bubble wrap) to prevent damage. Note: Liquid accessories (e.g., attached belts with metal buckles) may be subject to carrier restrictions—we will notify you if your order contains restricted items and offer alternatives.

Force Majeure & Service Disruptions: We are not liable for shipping delays or failures caused by force majeure events (e.g., natural disasters, wars, pandemics) or unexpected carrier disruptions (e.g., strikes, system failures). In such cases, we will keep you updated via email and adjust delivery timelines as needed. For urgent concerns during service disruptions, contact [email protected]—we will prioritize resolving your inquiry.