1. Scope of transportation
This policy applies to the transportation service of SOLIS HORIZON LTD (hereinafter referred to as "our company") for sending bag products to consumers in EU member states, covering the delivery of orders placed through the official website (solishorizon.com) and offline stores within the EU. At present, our company's transportation services cover all EU member states, including but not limited to Germany, France, Italy, Spain, and the United Kingdom (Note: If the UK is subject to the relevant EU transportation rules, it can be retained; if not applicable, it needs to be stated separately).
2. Mode of transportation
Based on the order address, the number of bags and the delivery time selected by the consumer, our company will choose the following modes of transportation:
Standard transportation: Delivery through mainstream logistics partners in the EU (such as DHL, UPS, DPD, etc.), suitable for most regular orders, cost-effective;
Expedited transportation: For consumers who need to receive bags quickly, the logistics service provider's expedited delivery service will be used to ensure delivery in a shorter time.
When placing an order, consumers can choose the mode of transportation according to their own needs. The cost and time of different modes of transportation will be clearly displayed on the order settlement page.
3. Transportation costs
The transportation costs are calculated based on the mode of transportation, bag weight, volume and delivery destination (which may vary in different EU member states). The specific costs will be automatically generated and displayed on the order page after the consumer enters the delivery address during the order process.
4. Transportation time
4.1 Standard transportation
In the EU, the standard transportation time is generally 20-40 working days (calculated from the date of order shipment). The specific time may be extended due to factors such as the remoteness of the destination and the peak period of logistics (such as holidays). Our company will update the estimated delivery time in real time on the order page and logistics tracking information.
5. Order processing and delivery
5.1 Order processing
After the consumer successfully places an order and pays, our company will process the order within 5-7 working days, including confirming inventory, checking bag quality, and packaging. If the bag in the order is a customized or pre-sale bag, the processing time will be extended accordingly, and the specific time will be notified on the product details page and order confirmation email.
5.2 Shipping Notice
When the package is shipped, our company will send a shipping notice to the consumer via email, which includes the logistics order number and logistics tracking link. Consumers can use this link or log in to the "My Order" page of the official website (solishorizon.com) to check the transportation status of the package in real time.
6. Receipt and Signature
6.1 Confirmation of Receipt Information
When placing an order, consumers must accurately fill in the delivery address, contact person and contact number to ensure that the logistics service provider can deliver the package smoothly. If the package cannot be delivered, delayed or returned due to incorrect or incomplete delivery information, the additional costs incurred (such as secondary transportation fees, return shipping fees) will be borne by the consumer.
6.2 Signature Requirements
When signing for the package, the recipient should carefully check whether the outer packaging of the package is intact. If the package is found to be damaged or squeezed, you can ask the logistics delivery personnel to issue a damage certificate on the spot and contact our company in time through the customer service email ([email protected]); if the outer packaging of the package is intact, you should open it as soon as possible after signing to check whether the package is intact and consistent with the order. If there is any problem, you need to contact our company within 48 hours after signing.
7. Problem handling during transportation
7.1 Package loss or damage
If the package is lost or seriously damaged during transportation, consumers need to provide our company with the logistics order number, problem description and relevant proof (such as damage photos, logistics receipt records, etc.) within 7 days after discovering the problem. Our company will verify the situation with the logistics partner, and after confirming the responsibility, it will provide consumers with reissuance of new bags, full refunds or other solutions recognized by both parties.
7.2 Delayed delivery
If the package has not been delivered beyond the estimated delivery time, consumers can check the reason through the logistics tracking link, or contact our customer service for consultation. If it is verified that the serious delay is caused by the logistics service provider, our company will give consumers certain compensation (such as coupons, discounts for next order, etc.) according to the delay.
8. Address change and package interception
Before the package is shipped, if the consumer needs to change the delivery address, he can log in to the official website (solishorizon.com) "My Order" to apply for modification, or contact our company through the customer service email ([email protected]) for processing. If the package has been shipped, the address change may incur additional fees. The specific fees will be charged by the logistics service provider, and our company will inform the consumer when processing.
If the consumer needs to intercept the package that has been shipped (such as canceling the order), he needs to contact our company before the package arrives at the delivery station. Our company will assist in contacting the logistics service provider for interception, but the interception fee and return shipping fee incurred shall be borne by the consumer (except for special circumstances such as product quality problems).
9. Logistics Information Inquiry
Consumers can inquire about logistics information in the following ways:
Log in to the official website (solishorizon.com), enter "My Orders", find the corresponding order and click "Logistics Tracking";
Click the logistics tracking link in the delivery notification email to jump directly to the tracking page of the logistics service provider;
Call the customer service number of the logistics service provider and provide the logistics order number for inquiry.
10. Supplementary Provisions
This transportation policy will be updated according to the policy adjustments of the logistics service provider, changes in relevant EU regulations and the business development of our company. The updated policy will be notified to consumers through the official website (solishorizon.com) announcement or email, and the updated content will take effect from the date of publication. If you have any questions, please contact us through the customer service email ([email protected]).