We are committed to ensuring every customer has a clear understanding of the entire process from order confirmation to delivery. Given that our products encompass garments made from various materials (cotton/wool/viscose/synthetic fibers) and that international shipping involves complex procedures, this policy aims to provide the utmost transparency regarding international shipping processes, estimated delivery times for different regions, shipping routes, and potential issues.

This policy applies to four central delivery regions: North America, Europe, Asia, and Oceania.

1. Order Processing

Each order undergoes the following steps:

Order Verification

• Verify product specifications (size, color, material)
• Verify recipient information (name, address, postal code, etc.)
• If the Information is incomplete or there are potential delivery risks, we will contact you to confirm.

Quality Inspection (QC)

• New Product Inspection: Surface texture, color difference, size range
• Packaging Inspection: Folding/rolling method, protective materials

Packaging Preparation

• Carpets are mostly packaged in professional roll packaging or folded pressure-resistant packaging (depending on the product).
• Affixing logistics labels and international shipping labels

📦 Processing time for non-custom apparel products: 3–6 business days

(Slight delays may occur during holidays or peak order periods; we will try our best to ensure timely shipment.)

After order processing is complete, it will enter the international shipping process.

Custom-Made Apparel: Extended Processing Time Notice

We are committed to offering high-quality, personalized clothing that fits your unique style. As many of our garments are custom-made to order—including adjustments for size, color, or design—each piece requires additional time for careful production and quality checks.

Please note that custom apparel typically takes 5-10 business days for processing before it is shipped. This is longer than standard ready-to-wear items due to the handmade nature of our products. Once your order is dispatched, you will receive a shipping confirmation email with tracking information.

We appreciate your patience and understanding. Creating something special takes time, and we’re dedicated to delivering a product that’s worth the wait.

For any questions about your order timeline, feel free to contact our customer service team— we’re here to help!

1. Shipping fee

1. Shipping Regions & Delivery Time

Currently unavailable for delivery to the following countries/regions:

India, Egypt, Ethiopia, Saudi Arabia, Bangladesh, Singapore, Philippines, Iraq, Pakistan, Albania, Ecuador, Guatemala, Algeria, Myanmar, Thailand, Tunisia, Morocco, Kenya, Palestine, Iran, Uganda

Shipping time includes international trunk shipping, customs clearance, and local last-mile delivery.

The following times are estimates only and may vary depending on factors such as customs clearance efficiency, local weather, and logistical pressures during holidays.

📍 North America

Coverage Area: United States, Canada

Estimated Delivery Time: Approximately 18–28 business days

Shipping Methods and Carriers (Automatically Matched):

• International Shipping: Cainiao Global / 4PX / YunExpress
• Local Delivery: USPS, UPS, Canada Post

Common North American Issues:

• Delivery frequency is relatively low in some areas of the United States (such as remote states and mountainous regions).
• Canadian customs review times are not fixed and may result in long waiting times (this is normal).
• Delivery times will generally be longer during Black Friday, Christmas, and New Year's.

📍 Europe

Coverage Area: Major EU countries, the United Kingdom, Switzerland, Norway, etc.

Estimated Delivery Time: Approximately 20–30 business days

Shipping Methods and Carriers:

• International Shipping: Cainiao Global / 4PX / YunExpress
• Local Delivery: DHL, GLS, DPD, Royal Mail Waiting

Common Issues in Europe:

• Customs clearance efficiency varies significantly between countries.
• Extra processing time is common in the UK (especially at distribution centers near London).
• In some areas of Germany, France, and Spain, update speeds are slower after local transport begins.
• For heavier carpets, last-mile delivery in Europe may be slower, but stability is high.

📍 Asia

Coverage Areas: Japan, South Korea, Singapore, Malaysia, Thailand, UAE, Saudi Arabia, etc.

Estimated Delivery Time: Approximately 15–25 business days

Shipping Methods and Carriers:

• International Shipping: 4PX / YunExpress
• Local Delivery: Various postal services (Japan Post / Korea Post / SingPost, etc.)

Common Issues in Asia:

• Japan and South Korea offer faster update speeds and the best overall experience.
• Some Southeast Asian countries may experience temporary delays during the local logistics stage.
• Some areas in the Middle East require additional address verification, which may cause delays.

📍 Oceania

Coverage Areas: Australia, New Zealand

Estimated Delivery Time: 18–26, approximately one business day

Shipping Methods and Carriers:

• International Shipping: 4PX / YunExpress
• Local Delivery: Australia Post / NZ Post

Common Issues in Oceania:

• Australia is a vast country, and the delivery frequency to remote areas is lower.
• New Zealand Customs may conduct random inspections of materials used in products, which may result in varying delivery times.

1. Tracking Information

• After your package is shipped, you will receive a tracking number and a link to the tracking page via email.
• International logistics typically has a longer update interval, especially during cross-border air transport or customs clearance.
• If the tracking page remains unchanged for 5-8 days, this is usually normal and does not affect the delivery progress.
• If the tracking information has not been updated for more than 8-10 days, you can contact us, and we will assist the logistics team in investigating.

Friendly Reminder: Postal services in some countries may update more slowly in the final stages (e.g., Canada, France, Spain), but the package may still be in transit.

1. Customs & Import Duties

Policies vary by country and may include:

• Import Tax
• Value Added Tax (VAT)
• Import Processing Fee
• Customs Clearance Review (Document Confirmation or Address Confirmation)

The recipient will bear any related costs.

This is standard practice in international e-commerce.

If customs requires Information from the recipient (such as an ID number, tax ID, or address confirmation), please reply promptly to avoid delays or returns.

1. Shipping Delays

International shipping may take longer than expected due to the following reasons:

• National or regional holidays are causing logistics backlogs.
• Flight delays or route adjustments
• Extended customs clearance review time
• Extreme weather
• Last-mile delivery station backlogs
• Reduced delivery frequency in remote areas

If your package has not arrived by the expected time, we will assist in contacting the shipping company to investigate further.

1. Lost/Damaged/Incorrect Packages

Please get in touch with us within 48 hours of receiving your package and provide:

• Photos of the package exterior
• Photos of the contents
• Order number and recipient information

We will arrange for resending, a refund, or other reasonable solutions based on the specific circumstances.

If the package is lost in transit, we will contact the shipping company to confirm and offer alternative solutions.

1. Address Issues

The following situations may cause delays or returns:

• Incomplete address
• Inaccurate zip code
• Recipient's name does not match the local postal system.
• Unable to contact the recipient
• Multiple delivery failures

If the package is returned due to an incorrect address or the recipient's inability to receive it, additional resending fees may apply (at the actual logistics cost).

1. Contact Support

If you need assistance with order tracking, updates, customs clearance, or encounter delivery issues, please feel free to contact us:

Email: oleanaknits@hotmail.com
Phone: +86 173 9841 5122

We will do our best to provide clear Information and practical solutions to make the entire waiting process more reassuring.