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This Shipping Policy is formulated in accordance with the EU Consumer Rights Directive, the Regulations Governing Cross-Border Parcel Transport, and relevant logistics regulations. It specifies the shipping, transportation, and delivery service rules of CLOUDREACH TRADE LLC (hereinafter referred to as "we"; official website: cloudreachtrade.com; customer service email: [email protected]) for tablecloth products within the EU. This policy applies to all customers who purchase tablecloth products through our official website within the EU.
1. Shipping Rules
(I) Shipping Time
Regular orders: Shipment will be arranged within 4-8 calendar days after you complete payment and confirm the order information.
Time Extension Circumstances:
Orders containing multiple products, some of which require cross-warehouse coordination, may extend shipping time by 1-2 calendar days.
During EU statutory holidays (such as Christmas, New Year's Day, Easter, etc.) or major promotions, shipping time will be extended by 3-5 calendar days. We will announce holiday shipping arrangements in advance on our official website.
Orders with incomplete information (such as unclear addresses or missing contact information) will require confirmation with you before shipment. The confirmation period will not be counted towards shipping time.
(II) Shipping Preparation and Notification
Before shipping, we will inspect the quality of our tablecloths and reinforce their packaging (using waterproof and dustproof packaging to prevent wear and tear during transportation) to ensure they arrive in perfect condition.
After your order has been shipped, we will email you a shipping notification containing the tracking number, carrier information, and a tracking link. You can track the shipping progress through "My Orders" on our official website or the carrier's platform.
(III) Shipping Restrictions
Currently, we only support shipping to EU member states (including EEA regions such as the Faroe Islands, Iceland, and Norway). We do not ship outside the EU or to sanctioned areas.
Some remote areas of EU member states (such as northern Finland and the Greek islands) will incur an additional delivery fee. The specific fee will be automatically calculated and displayed when you place your order, and you can confirm it before payment.
2. Shipping Time and Scope
(I) Shipping Time
General shipping time: After a package is shipped from our domestic warehouse, it takes 15-30 calendar days for delivery to the customer's designated address within the EU via our partnered carrier. The specific timeframe is affected by the following factors:
Destination Country/Region: Shipping time to core EU member states (such as Germany, France, Italy, and Spain) is typically 15-22 calendar days; shipping time to some Eastern and Southern European member states (such as Bulgaria, Romania, and Croatia) may be extended to 22-30 calendar days.
During peak seasons (such as Black Friday and year-end sales) or peak customs clearance periods, shipping time may be extended by 3-7 calendar days. We will update notifications of time delays on our official website in real time.
Time Inquiry: Shipping time is calculated from the moment the package leaves the country and international tracking information is generated. It does not include customs clearance time (which typically takes 3-5 business days and may be extended in special circumstances).
(II) Shipping Area
Covered Countries/Regions: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom (post-Brexit logistics regulations must be confirmed separately), Faroe Islands, Iceland, Norway.
Exclusions: Military restricted areas, embargoed areas, and remote islands within EU member states where postal services are unavailable (please contact customer service for details).
3. Carriers and Logistics Tracking
(I) Partner Carriers
We prioritize international carriers that meet EU logistics standards and have extensive service coverage. These include:
International Express: DHL, FedEx (for expedited orders, additional expedited shipping fees apply, and delivery time can be shortened to 7-12 calendar days. This option is available when placing an order);
Postal Line: EU postal lines (such as DHL Paket in Germany and La Poste in France) offer high cost-effectiveness, cover the entire EU, and support full logistics tracking;
Overseas Warehouse Delivery: Some popular tablecloth styles are pre-stocked in EU overseas warehouses in Germany, France, and Italy. Orders shipped from overseas warehouses have a shortened delivery time of 3-7 calendar days. The "Shipped from Overseas Warehouse" icon will be displayed on the order page. (II) Tracking
After your package is shipped, you can track its status through the following methods:
Official Tracking: Log in to your account, go to "My Orders," find the corresponding order, and click "Tracking" to view the package's location and status (e.g., "Departed," "Clearing Customs," or "Delivering") in real time.
Carrier Tracking: Copy the tracking number from the shipping notification and enter it on the carrier's official website (e.g., DHL or EU Post).
Customer Service Assistance: If your shipping information has not been updated for more than 7 calendar days, please email [email protected] and provide your order and tracking numbers. We will assist with tracking and provide feedback.
4. Shipping Fees and Payment
(I) Shipping Fee Calculation
Shipping fees are calculated based on your order amount, shipping address, shipping method, and package weight/volume. The specific fee will be automatically generated and displayed in the "Order Checkout" section after you submit your order and enter your shipping address. You can review the details on the page before making a payment.
(II) Payment
Shipping charges are payable together with the product price at the time of ordering. Acceptable payment methods include credit cards (Visa, MasterCard), PayPal, and local EU payment methods (such as Klarna and Sofort).
If shipping charges are miscalculated due to an operational error on our part, the excess amount will be refunded within 3 business days of order shipment. If shipping charges are missed, we will contact you to make the payment; otherwise, shipment may be delayed.
5. Customs Clearance and Taxes
(I) Customs Clearance Responsibilities
We will provide complete customs clearance documentation (including commercial invoice, packing list, certificate of origin, etc.) for each order in accordance with EU customs requirements to ensure the package passes customs in compliance.
If, during the customs clearance process, customs requires additional documentation (such as proof of recipient's identity), we will notify you by email and require you to provide it within 3 business days. Failure to provide this documentation within this timeframe may result in the package being detained or returned by customs, and any resulting costs (such as demurrage and return shipping fees) will be borne by you.
(II) Tax Information
EU Tax Rules:
Our product prices include EU Value Added Tax (VAT). Order prices are inclusive of VAT, so you do not need to pay additional import VAT.
Some EU member states may impose local consumption taxes or customs duties (e.g., Greece and Portugal impose special tariffs on textiles). These taxes and fees must be paid to the local customs office or carrier upon delivery. The specific amount is subject to local customs regulations. (We will indicate any additional taxes and fees on the order details page.)
Tax Dispute Resolution: If you dispute a tax imposed by customs, please contact us with your tax payment receipt. We will assist in providing customs clearance documents, and you may request a review from your local customs office.
6. Package Delivery and Receipt
(I) Delivery Service
After your package arrives within the EU, our local partner logistics provider (such as DHL Paket in Germany or Colissimo in France) will handle the final mile of delivery. Delivery is typically on weekdays (Monday to Friday, 9:00 AM - 6:00 PM). Saturday delivery is available in some areas (please note this when placing your order; additional charges may apply).
If your delivery address is a business address, delivery will be scheduled to avoid non-business hours (such as weekends and statutory holidays). If your delivery address is a residential address, the logistics provider may confirm the delivery time in advance via text message or phone.
(II) Signature Requirements
When signing for the package, the recipient must present valid identification (such as a passport, ID card, or driver's license) to ensure the recipient's name matches the name on the order.
We recommend inspecting the package before signing for it. If you find the package damaged, opened, or missing items, you may refuse to sign for it, immediately take photos for evidence, and contact Customer Service ([email protected]).
If you are unable to sign for the package in person, you may authorize someone to do so (please specify the name and contact information of the person who signed for the package in the order notes in advance). The signature of the person who signed for the package will be deemed yours. If you subsequently raise any issues with the package, you will need to provide the person's identification and authorization documents.
(III) Handling No Signature
If no signature is found for the initial delivery, the logistics provider will leave a delivery notice at the delivery address, informing you of the time for a second delivery (usually within 1-3 business days).
If no signature is found for the second delivery, the package will be delivered to a local logistics outlet. You can pick it up in person with the delivery notice and identification. The pickup period is 7 calendar days. If you fail to pick up the package after this time, the package may be returned, and you will be responsible for any return shipping fees and customs duties.
7. Shipping Exceptions
(I) Package Delays
If your package takes longer than the agreed delivery time (e.g., more than 30 calendar days for regular shipping, more than 12 calendar days for expedited shipping), you may request delay compensation:
Delay of 7-14 calendar days: Compensation: A €10 coupon (valid for your next order of €50 or more);
Delay of 15 calendar days or more: Compensation: 10% of the order amount in cash (up to a maximum of €50) or waived shipping on your next order (choose one).
To request delay compensation, please email [email protected] and provide your order number and tracking screenshot. We will review and issue compensation within 3 business days.
(II) Package Loss or Damage
Package Lost: If the shipping information shows "delivered" but you haven't received it, or if there has been no update on the package for more than 30 calendar days, the package is considered lost. You can request a refund within 7 business days of confirming the item is lost:
Reissue: We will reship the item within 4-8 calendar days, free shipping.
Refund: A full refund will be provided for the product and shipping costs. The refund will be credited to your account within 14 business days after verification.
Damaged Package: If the tablecloth is damaged, stained, or deformed during transportation within 7 calendar days of receipt, you can request after-sales service.
Submit clear photos (at least 3, including both overall and detailed images), the tracking number, and proof of receipt to our customer service email address.
After verification, you can choose to exchange the item for a new one (free shipping) or request a 50%-100% refund (depending on the severity of the damage). (III) Package Returns
Customer-Related Returns: If a package is returned due to an incorrect address, refusal of delivery, or delayed pickup, we will notify you within 3 business days of receiving the returned package. You may choose to:
Reship: You will need to pay the original shipping fee (charged at the original shipping rate);
Refund: After deducting the original shipping fee and the return shipping fee, the remaining amount will be refunded through the original method;
Customer-Related Returns: If a package is returned due to an incorrect shipment or product quality issue, we will cover all return shipping costs and provide free reshipment or a full refund (including the original shipping fee).
8. Policy Updates and Contact Us
This policy will be updated as needed based on EU logistics regulations, carrier service adjustments, and business developments. Updates will be posted on our official website, cloudreachtrade.com, and will take effect if no objections are raised within 15 days of posting. Major changes (such as freight rate adjustments or timeframe changes) will be notified separately via email.
For shipping-related inquiries (such as timeframe inquiries, fee inquiries, or exception handling), please contact us via the following methods:
Customer Service Email: [email protected]
CLOUDREACH TRADE LLC is committed to strictly complying with EU transportation regulations and ensuring the smooth delivery of your tablecloth products through efficient and secure logistics services.