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To provide standardized and transparent cross-border e-commerce services to customers in the EU, ZEPHYROS TRADING CO., LTD (hereinafter referred to as "we") has formulated this service policy in accordance with the EU's Cross-Border E-Commerce Consumer Protection Regulation and other relevant laws and regulations, taking into account its own business characteristics. This policy applies to the sale of handbags and related services provided from outside the EU to customers within the EU (hereinafter referred to as "you") through our official website, zephyrostrade.com, and other designated channels.
1. Service Scope and Commitment
1.1 Service Coverage
Our cross-border e-commerce services cover all EU member states (for details, please refer to the list of countries available for delivery as posted on our website), providing you with comprehensive support throughout the entire process of selecting, purchasing, delivering, and after-sales service for handbags. Regardless of your location in the EU, you will enjoy consistent service standards (unless otherwise specified).
1.2 Service Commitment
Information Transparency: Before you place an order, we will clearly display key information such as product name, specifications, materials, price, taxes, shipping costs, shipping location, and estimated delivery time to ensure you fully understand the transaction details. Quality Assurance: All bags sold to the EU comply with relevant EU quality standards and safety regulations, such as REACH (Registration, Evaluation, Authorization and Restriction of Chemicals) and the Phthalates Restriction. We can provide relevant compliance certificates upon request.
Fair Trade: We strictly adhere to EU pricing regulations and do not engage in false pricing or price gouging. Product prices and related fees remain stable after order confirmation (except for minor adjustments due to exchange rate fluctuations, which will be notified in advance).
2. Order Processing Services
2.1 Order Confirmation
After you submit your order and complete payment on the website, we will send you an order confirmation via email ([email protected]) within 2 business days. This information will include the order number, product details, payment amount, and estimated delivery time.
If there are any discrepancies in the order information (such as out-of-stock items or incomplete address), we will contact you within the aforementioned timeframe for verification and proceed with your confirmation.
2.2 Payment Services
Common payment methods within the EU, such as Visa, Mastercard, and PayPal, are accepted. All payment processes are encrypted to ensure the security of your funds.
The order amount includes the product price, cross-border shipping fees, and EU import taxes and fees (such as customs duties and VAT). You do not need to pay any additional fees upon delivery (except for any tax differences due to incorrect information provided).
2.3 Shipping and Tracking
Shipping and transit times follow the "ZEPHYROS TRADING CO., LTD EU Shipping Policy," meaning shipping within 5-7 business days. Once shipped, shipping to the EU takes 20-40 business days.
After the product is shipped, we will promptly provide you with the tracking number and tracking link. You can use the link to track the delivery status in real time, and the shipping information will be updated on your order page.
3. Customer Inquiries and Support
3.1 Inquiry Channels
You can obtain customer support through the following channels:
Email Inquiries: Send an email to [email protected] and we will respond within 3 business days.
Website Online Customer Service: Leave a message in the "Online Customer Service" section of zephyrostrade.com and we will respond as soon as possible during business hours (9:00 AM - 6:00 PM Beijing Time).
Frequently Asked Questions (FAQ): The "Help Center" on our website contains frequently asked questions and answers about cross-border shopping, which you can refer to at any time.
3.2 Language Support
We provide support in major EU languages, including English, French, German, and Spanish, to ensure smooth communication.
4. After-Sales Service
4.1 Return and Exchange Service
We strictly adhere to the "ZEPHYROS TRADING CO., LTD EU Return and Exchange Policy," which covers returns without reason during the cooling-off period and returns and exchanges due to quality issues. Logistics arrangements and costs for cross-border returns and exchanges are subject to this policy.
4.2 Complaint Handling
If you are dissatisfied with our service, you may file a complaint through the above consultation channels, and we will provide a resolution within 5 business days. If you still disagree with the resolution, you may file a complaint with a consumer protection agency within the EU.
5. Intellectual Property and Compliance
All bags we sell do not infringe on EU intellectual property rights (such as trademarks, patents, etc.). We will assume corresponding liability for any losses you suffer due to intellectual property issues.
We strictly comply with EU data protection regulations (such as GDPR) and will keep the personal data you provide during cross-border shopping confidential. For detailed protection measures, please refer to the "ZEPHYROS TRADING CO., LTD EU Privacy Policy."
6. Policy Updates and Applicability
This policy will be updated from time to time based on EU cross-border e-commerce regulations and business developments. The updated policy will be posted on zephyrostrade.com and will take effect from the date of posting. Unless otherwise specified, it will be binding on all new orders.
Matters not covered by this policy will be governed by relevant EU laws and regulations and our agreement with you. Thank you for choosing ZEPHYROS TRADING CO., LTD. for cross-border e-commerce services. We will continue to optimize our service processes to provide you with a better shopping experience.
ZEPHYROS TRADING CO., LTD.