Shipping policy

This Shipping Policy explains how Guizhou Zhuzhen Trading Co., Ltd. (贵州竹甄商贸有限公司) (collectively, "we," "us," or "our") processes, ships, and delivers orders placed on our website patelelo.com. By placing an order on our Site, you agree to the terms set out in this Shipping Policy.

SECTION 1 - ORDER PROCESSING

All orders are processed within 1 to 3 business days after payment is confirmed. Orders placed on weekends or public holidays will be processed on the next business day.

You will receive an order confirmation email once your order has been placed, and a shipping confirmation email with tracking information once your order has been dispatched. If you do not receive a shipping confirmation within 5 business days, please contact us at wnbbbs03@163.com.

We reserve the right to cancel or delay any order in the event of stock unavailability, payment verification issues, or suspected fraudulent activity. In such cases, you will be notified by email and any payment received will be fully refunded.

SECTION 2 - SHIPPING DESTINATIONS

We currently ship to Europe (all European countries served). If your delivery address is outside this region, please contact us before placing an order to confirm whether we can arrange delivery.

We do not ship to P.O. boxes or military addresses. Please ensure your delivery address is complete and accurate, including street name, building number, unit number, city, postal code, and country.

SECTION 3 - SHIPPING COSTS

We offer free shipping on all orders across Europe. No shipping costs will be charged to customers.

No additional handling fees, processing fees, or restocking fees will be charged to consumers. The price you see at checkout is the final price you pay for your order.

SECTION 4 - DELIVERY TIME

Delivery times are calculated from the date your order is confirmed and dispatched. The estimated delivery time is as follows:

Delivery times are estimates and may be extended due to factors beyond our control, including but not limited to:

• Customs inspections or delays

• Strikes or postal disruptions

• Exceptional weather conditions

• Force majeure events

• Peak holiday seasons

We are not liable for delays caused by these factors, but we will make every effort to keep you informed and to assist in resolving any delivery issues.

SECTION 5 - ORDER TRACKING

Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number and a link to track your parcel. Please allow up to 48 hours for tracking information to become active.

If your tracking information has not updated for more than 7 business days, please contact us at wnbbbs03@163.com and we will investigate with the carrier on your behalf.

SECTION 6 - CUSTOMS, DUTIES AND TAXES

Orders shipped to European countries may be subject to import duties, taxes, or customs fees levied by the destination country. These charges are determined by the customs authority of the destination country and are not included in our product prices or shipping costs.

The recipient is responsible for paying any applicable customs duties, taxes, or fees. We have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

If a parcel is refused or abandoned due to unpaid customs duties or taxes, we will not be able to issue a refund for the order.

SECTION 7 - DAMAGED, LOST OR MISSING PARCELS

Please inspect your parcel upon receipt. If you notice any damage, loss, or missing contents, you must:

• Report the issue to the carrier within 48 hours of receipt and issue a written reservation with them;

• Contact us by email at wnbbbs03@163.com within the same period, with supporting photos of the damaged parcel and its contents.

Once we receive your report and supporting evidence, we will investigate with the carrier and, where appropriate, arrange a replacement or a full refund.

If your parcel is confirmed lost in transit, we will arrange a replacement or a full refund at no additional cost to you.

SECTION 8 - INCORRECT ADDRESS

Please ensure that your delivery address is correct and complete before placing your order. If you need to change your delivery address after placing an order, please contact us as soon as possible at wnbbbs03@163.com. We will do our best to update the address before dispatch, but we cannot guarantee changes once the order has been shipped.

If a parcel is returned to us due to an incorrect or incomplete address provided by the customer, we will contact you to arrange redelivery. Additional shipping costs may apply in such cases.

SECTION 9 - ORDER CANCELLATION

We accept order cancellation before the product is shipped or produced. If the order is cancelled, you will receive a full refund. We cannot cancel the order if the product has already been shipped out.

For more details, please refer to our Cancellation, Return and Refund Policy available on the Site.

SECTION 10 - CONTACT INFORMATION

If you have any questions regarding this Shipping Policy or your order, please contact us:

Company: Guizhou Zhuzhen Trading Co., Ltd. (贵州竹甄商贸有限公司)

E-mail: wnbbbs03@163.com

Address: Floor 7, Building B, Main Building, Mass Entrepreneurship and Innovation Industrial Park, Renshan Subdistrict, Wanshan District, Tongren City, Guizhou Province, China (贵州省铜仁市万山区仁山街道大众创业万众创新产业园主楼B区7楼1-1-275工位)

Opening hours: 9:00 a.m. to 5:00 p.m. (Monday to Friday, except public holidays)

Delivery time: 15 to 20 business days

Delivery area: Europe (all European countries served)