Shipping policy

This Shipping Policy applies to retail orders placed directly through longquechsilk.cn (the “Website”). Orders are shipped from Suzhou, Jiangsu Province, China.

1. Where We Ship

We currently accept online orders for delivery to the following countries and regions:

• Australia

• Austria

• Belgium

• Canada

• Czechia

• Denmark

• Finland

• France

• Germany

• Ireland

• Italy

• Netherlands

• New Zealand

• Norway

• Poland

• Portugal

• Singapore

• Spain

• Sweden

• Switzerland

• United Kingdom

• United States

We ship only to addresses that are accepted at checkout. Delivery may be unavailable to an address that cannot be served by our carrier or its local delivery partner. If a destination is not listed above or cannot be selected at checkout, we do not currently offer online delivery to that destination.

2. Order Cutoff and Processing Time

Our order cutoff time is 4:00 p.m. China Standard Time (UTC+8) on business days.

Our business days are Monday through Friday, excluding public holidays observed at our fulfillment location. Orders placed after the cutoff time, on a weekend, or on a public holiday begin processing on the next business day.

For standard, ready-to-ship retail products, processing normally takes 1–2 business days. Processing time begins when we receive the order and ends when the parcel is handed to the carrier. It does not include carrier transit time.

Products clearly identified as made-to-order, customized, or requiring production are not subject to the standard 1–2 business-day processing time. Their production time should be confirmed before purchase. Carrier transit time begins after production is complete.

Wholesale, bulk, and separately quoted orders may be subject to the shipping terms stated in the written quotation or order confirmation provided before payment. Those terms do not change the terms for ordinary Website retail orders.

3. Shipping Methods and Estimated Delivery Time

We use standard tracked delivery services provided by our delivery partners. The carrier is selected based on the destination, parcel, service availability, and operational requirements. A specific carrier cannot be guaranteed unless we confirm it with you in writing before shipment.

For standard delivery to all destinations listed in Section 1:

Stage

Estimated time

Processing for ready-to-ship products

1–2 business days

Carrier transit after dispatch

7–15 business days

Total estimated time from order to delivery

8–17 business days

 

The total estimate above applies to ready-to-ship products ordered before the business-day cutoff. An order placed after the cutoff begins processing on the next business day. 

Delivery times for made-to-order, customized, and production orders must be confirmed separately before purchase.

Delivery dates are estimates, not guarantees. Remote-area delivery, customs inspection, carrier disruption, severe weather, public holidays, and other circumstances outside our reasonable control may extend the delivery time. The delivery estimate shown at checkout or in an order confirmation will apply if it is more specific than the general estimate above.

4. Shipping Costs and Free Shipping

The following rates apply to ordinary retail orders placed through the Website for delivery to a destination listed in Section 1:

Qualifying merchandise subtotal

Shipping charge

Less than US$99.00

US$20.00 per order

US$99.00 or more

Free standard shipping

 

The qualifying subtotal is the merchandise subtotal shown at checkout after discounts and before shipping, taxes, customs duties, and import fees. The free-shipping threshold is therefore met when that qualifying subtotal is US$99.00 or more.

The US$20.00 rate is the total standard shipping and handling charge imposed by us for the order. We do not add a separate merchant handling, logistics, or carrier fee for standard delivery. Any customs duty, import tax, brokerage charge, or government-imposed fee described in Section 7 is separate from our shipping charge.

Shipping charges and free-shipping eligibility are confirmed before payment at checkout. If a separately quoted wholesale, bulk, or customized order does not go through the standard Website checkout, the shipping charge stated in the written quotation applies.

5. Tracking

All shipped Website orders include tracking. When your parcel is dispatched, we will send the tracking number and carrier information to the email address used for the order. Registered customers may also view available order and tracking information through their account.

Tracking may take up to 2–3 business days after dispatch to show its first carrier scan, particularly when a local delivery partner is involved. If tracking has not updated after that period, please contact us and include your order number.

6. Address Accuracy and Address Changes

Customers are responsible for providing a complete and accurate recipient name, street address, apartment or unit number where applicable, postal code, telephone number, and email address.

If you need to correct the delivery address, contact us immediately. We do not charge a fee for an address change that we are able to complete before a tracking number is issued. A change is not confirmed until we acknowledge it in writing.

After a tracking number has been issued or the parcel has been handed to the carrier, we cannot guarantee that the address can be changed. Any rerouting, return-to-sender, or reshipping charge caused by an incorrect or incomplete address may be charged to the customer. If the parcel is returned to us, we will contact you to arrange reshipment at the applicable shipping cost or handle eligible merchandise under our Refund Policy.

We are not responsible for a delay caused by incorrect or incomplete address information supplied by the customer, but we will provide reasonable assistance in contacting the carrier.

7. Customs Duties and Import Taxes

Orders are shipped internationally from China. Unless checkout expressly states that a particular tax or duty is included, product prices and our shipping charges do not include destination-country customs duties, import taxes, brokerage fees, or other government-imposed charges.

The recipient is responsible for paying any such charges assessed by the destination country or carrier. Customs authorities determine these charges, and we cannot predict or control the amount or the time required for customs clearance.

If a parcel is refused, abandoned, or returned because required customs charges were not paid, any eligible refund will be handled after the parcel is returned to us and inspected, in accordance with our Refund Policy. Original shipping charges and customs-related charges are not refundable unless the return resulted from our error or applicable law requires otherwise.

8. Delayed Shipments

Please allow the full estimated processing and transit period before reporting an order as delayed. If the latest estimated delivery date shown in your order or dispatch information has passed, or if tracking has shown no movement for 7 business days, contact us with your order number and tracking number. We will review the shipment and, when appropriate, request a trace or investigation from the carrier.

Carrier, customs, weather, holiday, and force-majeure delays do not automatically mean that a parcel is lost. If an investigation confirms that the parcel is lost or cannot be delivered, we will apply the remedy described in Section 9.

9. Lost, Missing, Damaged, or Incorrect Shipments

Lost or missing parcels

If a parcel has not arrived by the latest estimated delivery date, please contact us. If tracking states “delivered” but you cannot locate the parcel, first check the delivery location, household members, neighbors, building reception, and any carrier notice, and then contact us as soon as possible, preferably within 48 hours of the delivery scan.

We will help you request a carrier trace or investigation. If the carrier confirms that the parcel was lost in transit before successful delivery, we will offer, at your choice and subject to stock availability, either:

• a replacement sent at no additional charge; or

• a refund to the original payment method, including any standard shipping charge paid for the lost order.

Claims involving a parcel marked delivered are reviewed using the carrier’s delivery evidence and applicable law.

Damaged, defective, or incorrect items

If the parcel or an item arrives damaged, defective, or different from what you ordered, contact us as soon as possible, preferably within 48 hours after delivery. A later notice does not by itself waive any mandatory consumer right, but prompt notice helps us preserve carrier evidence and resolve the matter.

Include the order number, a description of the issue, and clear photographs of the outer package, shipping label, internal packaging, and affected item. Please retain the item and all packaging until we complete our review.

After verification, we will arrange an appropriate remedy in accordance with our Refund Policy, which may include replacement, refund, or other resolution. If the problem resulted from our error or damage in transit, we will not require you to bear the approved replacement or return shipping cost.

10. Cancellation Before Shipment

To request cancellation, contact us as soon as possible. If the order has not shipped and has not entered a non-cancellable customization or production stage, we will cancel it without an additional handling fee and issue a full refund to the original payment method. Once an order has shipped, our Refund Policy applies.

11. Contact Us

For shipping questions, address corrections, delays, or claims, contact:

China Silk · Longque / 苏州隆鹊丝绸有限公司
Email: service@longquesilk.com
Phone / WhatsApp: +86 19901468498
Address: Room 611, No. 79 Jinfan Road, Shuangta Subdistrict, Gusu District, Suzhou City, Jiangsu Province, China
Chinese address: 中国江苏省苏州市姑苏区双塔街道锦帆路79号611室

Please include your order number and the email address used to place the order. For a delivery claim, also include the tracking number and any relevant photographs. We aim to respond within 1–2 business days.

Nothing in this Shipping Policy limits any mandatory consumer rights available under applicable law.