青岛远旭轩商贸有限公司 (hereinafter referred to as "we") strictly adheres to the relevant logistics and trade regulations of the European Union and the European Economic Area (EEA), and is committed to providing transparent and reliable bag shipping services to consumers in the EU region. This policy applies to all consumers within the EU member states and the EEA who purchase bag products through our official website (zonerise.shop), and clarifies core matters such as order shipment, logistics delivery, fee explanation, and handling of exceptions.

Please read this policy carefully before purchasing. Purchasing constitutes your understanding and agreement to all contents of this policy. If you have any questions regarding shipping, please contact us using the contact information at the end of this policy.

I. Shipping and Transportation Time Explanation

(I) Shipping Time

We will complete order processing and shipping within 5-7 calendar days after you complete order payment and confirm receipt information (calendar days include weekends, excluding EU public holidays).

After order shipment, we will send a shipping notification to your registered email address, including the tracking number, carrier information, and a logistics tracking link. You can track the package's transportation status in real time using the tracking number.

(II) Transit Time

After the package is dispatched from the warehouse, the transit time to EU member states and the European Economic Area is 10-20 calendar days. This is the standard transit time. The actual delivery time may be slightly delayed due to the following factors; your understanding is appreciated:

• Destination Location: Transit time may be extended by 2-3 calendar days for remote areas (such as islands and border areas of some EU member states);
• Customs Clearance Efficiency: Cross-border transportation requires EU customs clearance procedures. If customs inspections or other routine regulatory operations are encountered, clearance time may be extended by 3-5 calendar days;
• Special Circumstances: Force majeure events such as extreme weather, natural disasters, strikes, public health emergencies, or delays caused by adjustments to EU logistics policies.

II. Transportation Costs and Taxes

(I) Transportation Costs

Shipping costs will be automatically calculated based on the order weight, volume, and destination country, and will be clearly displayed on the order settlement page.

(II) Tax and Fee Explanation

According to EU customs policies, cross-border parcels may be subject to Value Added Tax (VAT) and customs duties. The relevant tax and fee rules are as follows:

• Currently, parcels valued below €150 are exempt from customs duties, but are still subject to VAT. This VAT will be collected and paid by us when you pay your order; you do not need to pay it separately.
• From 2026, the EU will abolish the customs duty exemption policy for parcels valued below €150. At that time, all imported parcels will be subject to additional customs duties and a small parcel handling fee of approximately €2 per parcel (to cover customs clearance and inspection costs). These fees will be adjusted according to the latest EU policies and will be displayed on the order settlement page.
• If a parcel is returned or re-shipped due to your personal reasons such as providing incorrect delivery information or refusing to sign for it, you will be responsible for any additional shipping costs, taxes, and customs clearance fees incurred.

III. Carrier and Package Tracking

We will entrust the package transportation service to a legally qualified professional cross-border logistics carrier (such as DHL, UPS, DPD, etc.) with comprehensive logistics network coverage within the EU, ensuring safe and efficient delivery.

You can track your package in the following ways:

• 1. Website Tracking: Log in to your personal account on zonerise.shop, go to "Order Center," select the corresponding order, and click "Logistics Tracking" to view the real-time transportation status;
• 2. Carrier Tracking: Track your package through the logistics tracking link in the shipping notification email or by directly accessing the carrier's official website and entering the tracking number;
• 3. Customer Service Assistance: If you are unable to track the logistics information normally, you can send an email to customer service at hilarioeugenie@gmail.com, providing your order number and name. We will assist you in verifying the logistics status.

IV. Package Receipt and Anomaly Handling

(I) Package Receipt

When the package arrives, the carrier will contact you for receipt in person. Please carefully check the package's appearance before signing for it, ensuring it is intact and free from damage, leakage, compression, or deformation. If you find obvious damage to the package, you have the right to refuse to sign for it and should immediately contact us via email to explain the situation. We will coordinate with the carrier to verify and handle the matter.

If you entrust someone else to receive the package on your behalf, the recipient's signature will be considered as confirmation that the package has been delivered intact. We will not be able to assist you in pursuing liability against the carrier for any internal damage discovered after signing (excluding product quality issues). Please note this.

(II) Handling Abnormal Situations

• 1. Package Delay: If the package has not been delivered after 20 calendar days, you can contact us to apply for a logistics status check. We will verify the reason for the delay with the carrier within 3 business days and provide you with solutions (such as extended tracking, application for compensation, reshipment, or refund). For delays caused by force majeure or customs clearance, we will keep you updated on the progress.
• 2. Package Loss/Damage: If the package is lost during transportation or suffers serious damage not caused by you, we will assume liability for compensation in accordance with the relevant provisions of the Convention for the Unification of Certain Rules for International Carriage by Air (1999 Montreal Convention). You will need to provide order information, photos/videos of package damage, and other supporting documentation. We will complete the compensation or reshipment process within 7 business days after verification. If you purchased additional logistics insurance when placing your order, you can apply for additional compensation according to the insurance terms.
• 3. Incorrect Receiving Information: If the package cannot be delivered or is delivered to the wrong address due to incorrect delivery address, contact information, or other information you provided, we will assist you in contacting the carrier for adjustments. However, you will be responsible for any secondary shipping costs incurred. If the package is returned due to incorrect information, we will notify you upon receiving the returned package. You can choose to apply for a refund (minus incurred shipping and customs clearance fees) or have the package reshipped after providing the correct information (re-shipping fees will apply).

V. Limitation of Liability

• 1. We are only liable for operational errors in the order processing and shipping stages. For problems caused by the carrier's own reasons during transportation (such as logistics delays, package damage, loss, etc.), we will actively assist you in communicating with the carrier to resolve the issue, but we do not directly assume the carrier's performance liability.
• 2. For transportation delays, package damage, or loss caused by force majeure (such as extreme weather, natural disasters, strikes, war, sudden changes in customs policies, etc.), we will handle the matter promptly after the force majeure event has subsided, but we will not assume additional liability for compensation.
• 3. You must raise any transportation-related objections (such as package damage or loss) within 7 calendar days of package delivery. If you fail to raise any objections within this period and have already confirmed receipt, we will consider that you have no objection to the package's transportation status.

VI. Dispute Resolution and Complaint Channels

If you have any objections to the order shipping service (such as delayed delivery, abnormal logistics tracking, improper handling of damaged/lost packages, etc.), you can communicate and resolve the issue through the following methods:

• 1. Prioritize contacting our customer service team: Send your objection description to hilarioeugenie@gmail.com, with the email subject line stating "EU Shipping Issue + Order Number," and the body including your name, order number, purchase date, and specific objection details. We will provide a response within 5 business days.
• 2. File a complaint with EU regulatory authorities: If the issue is not properly resolved after communication, you have the right to file a complaint with the consumer protection agency or logistics regulatory authority of your EU member state. We will actively cooperate with the regulatory authorities' investigation and handling.