Politique d’expédition

This shipping policy applies to all online orders of POMTIQUE. All orders are shipped from Guangdong Province, China. It aims to clarify relevant shipping rules, service standards and liability exemption scope to ensure your shopping experience.

I. Shipping Service & Freight Instructions

1. Free Shipping Service: We provide free shipping service worldwide for all customers, and all shipping fees are borne by POMTIQUE.
2. Shipping Location: All orders are shipped from China, and we will adjust to a suitable international courier channel according to the destination.
3. Shipping Time: After your order is paid successfully and confirmed, we will prepare, pack and ship the goods within 2-5 working days (10-15 working days for handcrafted custom products, subject to the description on the product detail page). No shipping on weekends and legal holidays, and the processing will be delayed until working days.
4. Transit Time: The international shipping time varies by destination country/region. The estimated transit time is as follows (for reference only, not a performance commitment):
  • Asian Regions (e.g., Japan, South Korea, Singapore, etc.): 7-15 working days
  • Europe and America Regions (e.g., USA, Canada, UK, EU countries, etc.): 10-25 working days
  • Oceania, Africa and other regions: 15-30 working days

II. Shipping Tracking

1. After the order is shipped, we will promptly update the tracking number in the Shopify background and send a shipping tracking notification to your reserved email address. You can query the real-time shipping status of your order through the Shopify order detail page or the corresponding courier official website by entering the tracking number.
2. There may be a 1-2 working day delay in shipping tracking information (due to courier collection and information synchronization needs). If you still cannot query the tracking information after 3 working days, please contact us at awayway515@gmail.com in a timely manner.

III. Customer Notes

1. Please fill in the correct shipping address, contact phone number and email address when placing an order (ensure consistency with your ID certificate/shipping receipt). If the order cannot be delivered, delayed or returned due to incorrect/incomplete address, unreachable phone number, the resulting secondary shipping costs and related losses shall be borne by you, and we do not provide free reshipping service.
2. After the order is shipped, if you need to modify the shipping address or contact information, please contact us within 24 hours after shipping. Modifications cannot be made after 24 hours (the courier has collected and transshipped the package, which cannot be intercepted or adjusted).
3. When receiving the package, please check with the recipient on the spot whether the package appearance is intact, whether there is damage, missing items, wrong items, etc. If you find that the package is damaged, the sealing tape is unpacked, or the goods in the package are missing or damaged, please take photos/videos as evidence on the spot and contact us within 24 hours for processing. If you fail to feedback within the time limit, we will not be able to verify and bear relevant responsibilities.
4. Handmade jewelry is fragile and vulnerable. We will use shockproof and anti-fall packaging, but slight wear (does not affect use) may occur due to force majeure during transportation. Such situations are not considered quality issues and do not support returns or exchanges. Please understand.
5. You need to independently understand and comply with the customs policies, import regulations and relevant tax requirements of your country/region. All fees incurred due to customs inspection, detention and taxation (such as customs duties, value-added tax, etc.) shall be borne by you, and we do not bear any customs-related fees or responsibilities. If the order is returned due to customs policy reasons, the return shipping fee shall be borne by you, and we will process the product refund for you (excluding any shipping fees and customs-related fees) after receiving the returned package.

IV. Liability Exemption

1. We shall not be liable for any order shipping delay, transit delay, package loss or damage caused by force majeure factors (including but not limited to natural disasters, wars, terrorist attacks, epidemics, customs policy adjustments, courier industry strikes, traffic interruptions, etc.). We will try our best to assist you in inquiry and follow-up, but will not provide compensation, refund or free reshipping service.
2. For logistics problems caused by the operational errors of the courier service provider (such as delayed collection, wrong transshipment, missing delivery, etc.), we will actively assist you in communicating and negotiating with the courier, but will not bear direct liability for compensation. The final solution shall be subject to the handling result of the courier service provider.
3. Relevant losses caused by personal reasons such as incorrect shipping information, incomplete address, no one to receive (returned after multiple failed deliveries), rejection, etc. provided by you shall be borne by you, and we shall not bear any liability.
4. Customs inspection, detention and taxation are national administrative acts. All fees, losses and consequences arising therefrom shall be borne by you. We shall not bear any liability, but can only provide necessary order certificates to assist you in handling.
5. During transportation, the appearance difference caused by the characteristics of the product itself (such as slight defects of handmade products, slight wear of fragile products) is not a quality problem, and we do not bear the liability for return, exchange or compensation.
6. If you fail to feedback logistics problems and provide relevant evidence materials within the specified time in accordance with the requirements of this policy, resulting in inability to verify the situation and handle it, the relevant losses shall be borne by you, and we shall not bear any liability.

V. Other Instructions

1. This shipping policy is the official logistics rule of POMTIQUE, which is not in conflict with Shopify platform rules. If there are any matters not covered herein, we will supplement and adjust them according to the actual situation. After adjustment, it will be announced on the store homepage, and your continued order placement will be deemed as acceptance of the adjusted policy.
2. If you have any questions, consultations or need assistance regarding logistics-related matters, please contact us through the following methods, and we will reply and handle it within 1-3 working days:
Contact Email: hello.pomtique@gmail.com
3. This policy shall take effect from the date of issuance, and the final interpretation right shall belong to POMTIQUE.