SOLEIL TECH CO., LTD Shipping Policy

SOLEIL TECH CO., LTD (hereinafter referred to as "we"), as a UK-based menswear brand, is committed to providing stable and transparent order shipping services to our global customers, ensuring the safe and timely delivery of every menswear item. This policy is formulated in accordance with the EU Consumer Rights Directive, UK logistics regulations, and relevant standards for cross-border transportation. It clearly defines delivery time, transit time, freight rules, logistics tracking, and handling of exceptions, and applies to all menswear orders placed through our official website (soleilth.com), contact email (info@soleilth.com), and offline channels.

I. Delivery Time

After confirming full payment and inventory verification, we will complete the order sorting, packaging, and shipping process within 5-7 business days. Delivery time is calculated from the day after full payment is received, excluding weekends, UK public holidays, and EU public holidays. If the delivery period includes a public holiday, it will automatically be extended to the next business day.

1. Regular Men's Apparel Items: When stock is sufficient, we strictly adhere to the above-mentioned 5-7 business day shipping timeframe. In the event of a temporary stock shortage, we will inform you of the restocking timeframe via email within 2 business days of order placement. Shipping will be arranged only after your confirmation, or we may offer alternative solutions such as refunds or exchanges, ensuring transparent communication.
2. Peak Order Period Notice: During peak shopping seasons such as Black Friday and Christmas, due to a surge in order volume, shipping times may be extended by 1-3 business days. We will announce these adjustments in advance on our official website to ensure efficient order fulfillment.

II. Transportation Time and Scope

(I) Transportation Time

After order shipment, the standard transportation time is 15-30 calendar days. This timeframe is calculated from the date the tracking number is generated and the package is handed over to the cooperating logistics provider. Reasonable delays may occur due to the following factors, and we will do our best to assist in follow-up and coordination:

1. Destination Differences: Transportation time to core cities within the EU can be controlled within 15-20 calendar days. For remote areas within the EU and non-EU countries/regions, it requires 20-30 calendar days. Some extremely remote areas may experience an extension of 3-5 calendar days.
2. Customs Clearance and Logistics Factors: International logistics congestion, customs inspections, weather disasters, and other force majeure or third-party factors may all lead to transportation delays. The customs clearance process for cross-border orders is affected by the destination customs policies. We will provide compliant declaration materials to assist with customs clearance, but we do not assume direct responsibility for delays caused by customs clearance.

(II) Transportation Scope

We provide global transportation services, primarily covering EU member states, the entire UK, and major countries and regions worldwide. For some remote areas restricted by international logistics, sanctions, or with extremely low logistics accessibility, direct shipping services may not be available. Please contact us via email before placing your order to confirm and avoid affecting order fulfillment.

III. Shipping Cost Calculation and Responsibility

Shipping costs are calculated based on the order's weight, volume, destination, and selected logistics method. The specific amount will be automatically generated on the order settlement page, or you can notify us in advance via email and confirm the amount.

1. Shipping Cost Responsibility: For regular orders, shipping costs are borne by the customer. We will periodically offer free shipping promotions for orders over a certain amount (e.g., free standard shipping for orders within the EU). The rules for these promotions are subject to the information published on our official website or upon order confirmation.
2. Additional Cross-Border Fees: Customs duties, VAT, customs clearance fees, and other third-party fees that may arise during international shipping are borne by the customer. We do not cover these fees. If a package is delayed or returned due to the customer's failure to pay relevant fees on time, the customer will be responsible for any subsequent shipping costs and losses. For orders within the EU, we will complete compliant declarations through the IOSS model to assist in simplifying the customs clearance process.

IV. Logistics Tracking and Notifications

After your order is shipped, we will send you the tracking number and corresponding tracking link via email within 24 hours. You can use this link to check the real-time status of your package (including pickup, transit, customs clearance, and delivery). Simultaneously, our partner logistics provider will notify you via SMS or email when the package arrives at its destination, is completed, or encounters any issues (such as delays or refusal). Please check your messages promptly.

If you do not receive tracking information or cannot find the package status within 7 business days of shipment, please contact us via email. We will assist in contacting the logistics provider within 3 business days to verify and provide feedback on the progress.

V. Package Receipt and Exception Handling

(I) Package Receipt

When you or the designated recipient sign for the package, please check on the spot whether the package is intact and whether the quantity, style, and size of the men's clothing items match the order. If you find the package damaged, products missing, or discrepancies, please take photos/videos as evidence on the spot and notify us via email within 24 hours of signing. We will assist in verifying and handling the issue with the logistics provider.

If you entrust someone else to receive the package on your behalf, their signature will be considered confirmation of your acceptance. We will be unable to assist in pursuing liability for any subsequent issues such as damage to the appearance or discrepancies in quantity. Thank you for your understanding.

(II) Handling of Abnormal Situations

1. Lost Package: If a package has no valid tracking record after 15 calendar days of the agreed delivery period, or if the logistics company officially confirms the package is lost, we will arrange for a replacement of the same men's clothing item, or a full refund of the order amount (excluding shipping costs, unless otherwise agreed). Specific solutions can be negotiated.
2. Returned Package: If a package is returned due to reasons such as an incorrect customer address, no one signing for it, or refusal to pay third-party fees, we will notify you to pay the additional shipping costs before reshipping the package, or process a refund (deducting the incurred initial shipping costs and return shipping costs).
3. Product Damage: If a men's clothing item is damaged during transportation (e.g., fabric tears, buttons falling off), you must provide clear photos/videos of the package's appearance, the damaged product, and logistics tracking records within 7 days of signing for the package. After verification, we will arrange for a replacement, refund, or reshipment, with all related shipping costs borne by us.

VI. Special Notes

1. Protection of Men's Clothing Items: For men's clothing made of special fabrics such as wool and silk, we will use professional protective measures such as dust bags and shockproof packaging to reduce the risk of damage during transportation. However, slight wrinkles are normal and can be restored to a smooth state through professional care.
2. Liability Definition: We are only responsible for delivering the product to our partner logistics provider. The logistics provider bears all transportation risks after delivery (e.g., loss, damage, delays). We will actively assist customers in communicating with the logistics provider to protect their legal rights.
3. Policy Adjustments: Matters not covered in this policy shall be handled in accordance with the EU Consumer Rights Directive, UK logistics regulations, and the terms and conditions of our partner logistics providers. Any adjustments will be published on our official website, and the adjusted terms will be binding on subsequent orders and services.

VII. Contact Us

SOLEIL TECH CO., LTD is committed to optimizing the shipping service experience, ensuring the smooth delivery of every order, and accompanying you on your high-quality menswear journey. Thank you for your understanding and support.