SHIPPING POLICY

1. Delivery Coverage & Order Eligibility

2. Shipping Fee Standards

1. Free Shipping Threshold: Orders with a total value of €59.99 or more qualify for free shipping (applicable to 38 major European and surrounding regions including France, Germany, the United Kingdom, Italy, Spain, and the Netherlands).
2. Standard Shipping Fees: For orders below €59.99, the shipping fee is €15 for the aforementioned 38 regions; a flat shipping fee of €25 applies to other European regions.
3. Fee Description: Shipping fees cover basic logistics service costs and do not include additional potential expenses such as customs processing fees.

3. Delivery Timeframes & Logistics Carriers

1. Timeframe Composition: Total delivery time = Order Processing Time (2-4 working days) + Shipping Time (10-15 working days), with an estimated overall delivery period of 12-19 working days.
2. Special Notes:
   • Only Royal Mail is available for deliveries to the United Kingdom, extending the shipping time to 14-17 working days;
   • Remote areas (e.g., some rural regions in Northern Europe) require an additional 2-3 working days;
   • Delivery may be delayed by 3-5 working days due to peak logistics seasons or policy inspections.
3. Major Carriers: Primarily DHL, FedEx, and EU dedicated logistics services. Last-mile delivery is handled by local postal services or logistics providers (e.g., DHL Paket in Germany, Royal Mail in the United Kingdom).

4. Customs & Duties Information

1. Duty Rules: In accordance with the 2025 EU new regulations, all imported goods are subject to customs duties (tax rate: 10%-20%) and Value-Added Tax (VAT). Goods valued below €150 are no longer exempt from duties, and each parcel is also subject to a customs processing fee of €1-3.
2. Duty Reimbursement: If you are charged customs or import duties, you may apply for reimbursement through the following steps:
   • Send a copy of the duty payment receipt to contact@maisoniq-digital.com;
   • The reimbursement will be returned to you within 3-5 working days after the platform verifies the receipt.

5. Order & After-Sales Guidelines

1. Order Confirmation: Once your order is verified and approved, a confirmation email will be sent to you. For large-value orders, identity verification may be required—please ensure your email address or phone number is correct and accessible.
2. Parcel Tracking: After your order is shipped, you can track the logistics status via the order page. If you have not received your items within 2 weeks, please contact customer service promptly.
3. Cooling-Off Period & Returns: In compliance with EU regulations, you are entitled to a 14-day unconditional return right. You shall bear the return shipping costs (clearly stated at the time of order placement), and the platform will fully refund the product price and the original shipping fee.
4. Liability Definition: The platform assumes responsibility for damaged or lost goods before they are delivered to you. The platform shall not be liable for issues caused by improper receipt or use due to personal reasons.

6. Policy Updates