Politique d’expédition

  1. Free Worldwide Shipping: We offer complimentary worldwide shipping for all customers. All shipping costs are fully covered by POMTIQUE.
  2. Fulfillment Location: All orders are dispatched from China. We will select the most appropriate international courier based on your destination country or region.
  3. Processing Time: For standard products, orders are generally prepared and shipped within 2-5 business days after payment is successfully processed. For handcrafted and custom products, production times vary. Please refer to the specific product page for the exact production timeline. Shipping time begins after the product has been completed and dispatched. We do not process shipments on weekends or public holidays; processing will resume on the next business day.
  4. Estimated Transit Times: International delivery times vary by destination. The estimated transit times below are for reference only and do not constitute a guaranteed delivery date:
    • Asia (e.g., Japan, South Korea, Singapore): 7–10 business days
    • North America & Europe (e.g., USA, Canada, UK, EU): 7–14 business days
    • Oceania, Africa & Rest of World: 10–20 business days

II. Order Tracking

  1. Once your order has been dispatched, we will update the tracking number in our system and send a shipping confirmation email to the address provided. You can track your package's real-time status via your Shopify order details page or directly on the courier's official website using your tracking number.
  2. Please allow 1–2 business days for the tracking information to update, as it takes time for couriers to process and sync the data. If your tracking information has not updated after 3 business days, please contact us promptly at hello.pomtique@gmail.com.

III. Customer Responsibilities

  1. Accurate Information: Please ensure you provide a correct and complete shipping address, phone number, and email address at checkout. If an order is undeliverable, delayed, or returned due to an incorrect/incomplete address or an unreachable phone number, any secondary shipping costs and associated losses will be your responsibility. We do not offer free reshipment in these cases.
  2. Address Changes: If you need to modify your shipping address or contact details after placing an order, you must contact us within 24 hours of placing the order. We cannot guarantee that changes can be made after the order has entered processing or been dispatched.
  3. Inspection Upon Delivery: Upon receiving your package, please inspect it in the presence of the delivery personnel. Check for any external damage, broken seals, missing items, or incorrect products. If you discover any issues, please contact us as soon as possible. We may request photos or videos to help us verify and resolve the issue.
  4. Handcrafted Jewelry Care: Handcrafted jewelry is delicate. We use shock-resistant and protective packaging; however, minor cosmetic wear (which does not affect usage) may occasionally occur due to the nature of transit. This is not considered a quality defect and does not qualify for a return or exchange. We appreciate your understanding.
  5. Duties & Taxes Included: Our product prices include all applicable customs duties and import taxes. Under normal circumstances, you will not be required to pay any additional fees upon delivery. In the rare event that you are asked to pay extra customs fees during clearance or delivery, please retain the receipt and contact us immediately at hello.pomtique@gmail.com so we can investigate and resolve the issue for you.

IV. Limitations of Liability

  1. We are not liable for shipping delays, transit delays, package loss, or damage caused by force majeure events (including, but not limited to, natural disasters, war, acts of terrorism, pandemics, sudden customs policy changes, courier strikes, or transportation disruptions). While we will do our best to assist you in tracking and following up on your package, we cannot offer compensation, refunds, or free reshipment under these circumstances.
  2. For logistical issues resulting from courier errors (e.g., delayed pickup, misrouting, missed delivery), we will actively assist you in communicating with the courier; however, we do not assume direct liability for compensation. The final resolution will depend on the courier's investigation and policies.
  3. We assume no responsibility for losses resulting from personal circumstances, such as providing incorrect/incomplete information, repeated failed delivery attempts due to unavailability, or package refusal.
  4. Customs inspections and holds are administrative acts by local governments. While our prices are inclusive of duties, if a package is significantly delayed or held due to strict destination import regulations, we will assist by providing necessary order documentation. However, we cannot assume direct liability for delays caused by mandatory customs actions.
  5. Minor cosmetic variations inherent to the product's nature (such as slight imperfections in handmade items or minor transit wear on delicate goods) do not constitute a quality defect. We do not assume liability for returns, exchanges, or compensation in these instances.
  6. If you fail to report logistical issues and provide supporting evidence within the timeframes specified in this policy, rendering us unable to verify and address the situation, you will be responsible for any resulting losses, and we will assume no liability.

V. Additional Information

  1. This shipping policy represents the official logistical rules of POMTIQUE and operates in compliance with Shopify's platform guidelines. We reserve the right to supplement and adjust these terms as necessary. Any updates will be published on our store homepage. Continuing to place orders after adjustments have been made constitutes acceptance of the revised policy.
  2. If you have any questions, require consultation, or need assistance with shipping matters, please contact us. We aim to respond and address inquiries within 1–3 business days at hello.pomtique@gmail.com.
  3. This policy is effective from the date of publication. POMTIQUE reserves the right of final interpretation.