SHIPPING POLICY

A. Shipping Overview

Helere Luxury provides domestic and international shipping services covering most regions worldwide. We cooperate with certified premium logistics carriers to ensure safe packaging and stable transportation of luxury apparel. All products are packed with exclusive dust bags, protective boxes and anti-wear wrapping to avoid damage during transit.

All orders shipped via DHL、Fedex or UPS for safe, fast, and fully trackable delivery.

Please confirm your shipping address, contact phone number and recipient name before submitting payment. Modifications to delivery information can only be made before warehouse dispatch.

B. Order Processing Time

1. In-Stock Items

• Orders completed payment before 16:00 on business days: Processed and shipped the same day
• Orders paid after 16:00, weekends and official holidays: Arranged shipment on the next working day

2. Pre-Order / Custom Tailored Items

The typical production lead time for pre-sale products is 7–12 business days. Goods will be shipped within the marked time frame after successful payment. Customer service will send advance notifications if production delays occur.

C. Shipping Rate & Shipping Timeframe

Shipping fees vary by destination country and order total. Please refer to the table below for shipping cost details:

Delivery delays may happen due to customs inspection, local holiday arrangements, extreme weather or carrier backlogs. We cannot guarantee rigid delivery dates for uncontrollable external factors.

D. Shipping Address Rules & Modifications

Please fill in complete, accurate address information including street number, apartment unit, postal code and valid contact number. Incomplete addresses will lead to delivery failure or extra redelivery fees borne by customers.

Address Modification Limits

• Before warehouse shipment: Contact customer service to adjust address for free
• After parcel dispatched: Address changes are not supported; you need to arrange redelivery locally

We do not deliver to PO boxes, military restricted zones or remote isolated islands with limited logistics coverage.

E. How to Track Your Shipment

• Once the package leaves our warehouse, a shipment notification email and SMS will be sent automatically with tracking number and tracking link
• Log into your account, enter "My Orders" and open the order detail page to view real-time logistics updates
• Copy the tracking number to query on the official website of corresponding logistics provider

Logistics information may update with a delay of 12–24 hours after shipment. If tracking shows no updates for over 3 days, please contact our support team for investigation.

F. Undeliverable, Refused & Returned Parcels

Parcels will be returned to our warehouse if the courier fails delivery multiple times, the recipient refuses to accept the package, or the address is invalid.

• Customer-initiated refusal / wrong address: Original shipping fee will not be refunded; secondary reshipment requires new shipping cost paid by buyer
• Logistics carrier loss / delivery error: We will arrange free re-delivery or full refund after verification

G. International Customs & Duty Notice

For cross-border orders, import duties, consumption tax and customs clearance fees may be charged by local customs authorities. All tax expenses shall be borne by the recipient in accordance with local import regulations.

Our team will declare product value truthfully as required by international logistics rules. We cannot alter declared value to avoid customs duties upon customer requests.

H. Shipping Related Support

If you encounter missing parcels, long-time no tracking updates, damaged packaging or delivery disputes, please prepare your order number and tracking number and contact our customer service channel.

Our logistics support team will respond within 24 hours and assist you with carrier coordination, loss claim or re-delivery arrangements.