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International Shipping Policy
Prohibited Items
| Category | Details |
|---|---|
| Prohibited Items | Any plants, seeds, logs; prohibited drugs, narcotics and drug paraphernalia; tobacco, perfume; pure batteries, power banks, over-powered batteries (over 120WH); mobile phones; jewelry and luxury goods; medical waste; flammable, explosive, toxic, corrosive, or radioactive substances; counterfeit money; gambling tools; illegal printed materials/publications; weapons and ammunition; soluble paints and coatings; controlled knives; hydraulic devices; drones and accessories; glue; ink; mercury thermometers; and other nationally prohibited items. |
Pricing Rules
| Category | Details |
|---|---|
| Billing Basis | a) Charged based on the greater of actual weight or volumetric weight. Volumetric weight = length × width × height (CM) / 10000; for P-wire, volumetric weight = length × width × height (CM) / 6000. Parcels with the longest side < 30CM are exempt from volumetric weight calculation. b) One piece per shipment: For billing weight ≤ 10KG, the unit is 0.5KG; for billing weight > 10KG, the unit is 1KG. Maximum gross weight per piece ≤ 30KG. |
Delivery Method
| Category | Details |
|---|---|
| Delivery | Delivered by DHL. No additional fees for commercial or private addresses. |
Packaging Requirements
| Category | Details |
|---|---|
| Packaging | Must use square cartons with solid outer packaging. We are not liable for damage caused by inadequate packaging (due to multiple handling stages: loading, airport security checks, and local delivery). |
Notes
| Category | Details |
|---|---|
| Order Placement | When placing an order online, do not include province, state, city, or postcode in the address field; these should be filled in the corresponding designated fields. |
Tracking Information
| Category | Details |
|---|---|
| Tracking | Delivery status can be checked on the official DHL website or 17 Logistics Network. |
Customs Declaration & Clearance
| Category | Details |
|---|---|
| Customs Declaration | Document-based customs declaration is rejected. Clearance Mode: Air freight consolidated express with single-shipment, single-clearance (both import and export) and tax-exempt door-to-door service. Each shipment must have a value below 150 EUR; otherwise, we are not liable for customs inspection or detention. |
Tax Instructions
| Category | Details |
|---|---|
| Tax Inclusion | The price includes fuel surcharges and taxes (for declared value < 150 EUR). |
Surcharges
| Surcharge Type | Details | Fee (GBP) |
|---|---|---|
| Remote Area Surcharge | Applicable to postcodes listed in the attached "EU DHL Remote Area List"; no service for non-listed remote areas. | - |
| Overlength Surcharge | Rejected if the longest side > 115CM, the second longest side > 58CM, or the third side > 58CM. | Rejected |
| Overweight Surcharge | Rejected if the gross weight per carton > 30KG. | Rejected |
| Irregular Packaging Fee | Rejected for irregular products: round goods; triangular/trihedral packaging; goods with protruding parts; unstable-bottomed goods; irregular-shaped goods; multi-package bundles exceeding size limits; goods packaged in special sacks, barrels, metal, wood, or cloth; film/express bags with handles or 收口；outer packaging tied with rubber bands or only tape. | Rejected |
| Handling Fees | Labeling fee | £0.33 per carton |
| Repacking fee (including materials) | £2.20 per carton | |
| Warehouse Return Fee | For goods returned to the warehouse due to issues with the goods or the customer after warehousing, additional service fees will be charged at actual cost, and return shipping is collect. | - |
| Arrears Handling | Goods will be detained if payment is overdue for more than 7 days; shipment resumes after payment is settled. | - |
| Weight Verification Fee | If the declared weight differs from the actual weight by more than 100g (after the delivery note is generated upon order placement), a weight correction fee will be charged as per the final bill from the downstream service provider. | £2.20 per piece |
| Return/Re-delivery Fee | ① For returns to our overseas warehouse due to unknown address, recipient not found, etc. | £16.50 per piece |
| ② For re-delivery after confirmation of return to our warehouse; additional fees (remote area, overlength, overweight) apply again if applicable. | £16.50 per piece | |
| Address Change Fee | If address correction is needed due to incorrect address or recipient issues, we will assist the downstream provider to process it; subject to final confirmation. | £16.50 per piece |
| Illegal Shipment Penalty | For undeclared/ misdeclared goods causing security check or customs detention: shipping fee is non-refundable (deducted as empty space fee), plus a penalty. | £110 - £220 per carton |
Claims Policy
| Claim Type | Details | Compensation (GBP) |
|---|---|---|
| Total Loss | - Not tracked online: If not picked up/tracked on the destination DHL website or detained (excluding customer’s fault like incorrect declaration or lack of product certification), compensation is £4.40 per KG, and shipping fee is refunded. - Tracked online: If picked up by DHL but not signed for (excluding missed scans), compensation is £4.40 per KG based on billed weight; shipping fee is non-refundable. - Lost during overseas return: £4.40 per KG; shipping fee is non-refundable. - Lost due to incorrect address/zip code: £1.10 per KG; shipping fee is non-refundable. |
As above |
| Partial Loss | For partial detention by customs (excluding illegal/undeclared shipments), verification requires signed weight photos and unboxing videos. Compensate £4.40 per KG for the detained part; shipping fee is non-refundable. | £4.40 per KG (for detained part) |
| Operational Error | Wrong label pasted: If unrecoverable, compensated as "not picked up/tracked online". | As per "not tracked online" |
| Delay Compensation | If not picked up/tracked within 40 working days after shipment, compensated as "not tracked online". | As per "not tracked online" |
| Claim Notes | ① Compensation amount can be deducted from future shipping fees. ② For loss or damage after delivery, contact us within 3 working days of signing; claims for orders over 3 months old are not accepted. |
- |
Exemption Clauses
| Category | Details |
|---|---|
| Exemptions | - Not liable for loss/routing interruption due to force majeure: natural disasters (typhoons, earthquakes, floods, hailstorms), government actions (expropriation), social incidents (strikes, riots), etc. - Not liable for security/customs detention or seizure due to customer’s fault (misdeclaration, omission), but we will assist with customs clearance without assuming liability for fines. - Once marked as "delivered" on the destination DHL website, the shipment is considered completed; no further compensation, but we can assist in filing an investigation with the delivery provider. - No compensation for lost/damaged inner items with intact outer packaging; we can assist in filing claims with the delivery provider. - No compensation for damage to fragile items. |
Note: Currency conversion is based on an approximate rate of 1 CNY ≈ 0.11 GBP for reference.
