Shipping Policy

At MKLAIOE LTD, we are committed to providing a seamless, transparent, and legally compliant shipping experience for our customers in UK and around the world. This shipping policy is meticulously crafted in strict accordance with French laws and regulations, as well as relevant EU directives, to ensure clarity, fairness, and protection of consumer rights.

1. Free Shipping Offer

1.1 Free Shipping Threshold

Customers in UK and across the EU are eligible for free shipping on all orders exceeding €35. This threshold is set in line with industry standards and French consumer protection principles, ensuring accessible benefits for our valued shoppers.

1.2 Exclusions and Fees

  • Service Limitation: The free shipping offer applies exclusively to our standard shipping service.
  • Charges for Smaller Orders: Orders with a total value below GBP 35 will incur a standard shipping fee of €6.88. This fee structure complies with French regulations regarding transparent pricing and fair cost disclosure.

2. Shipping Destinations

2.1 Delivery Scope

  • UK and EU: We provide comprehensive shipping services to all regions within UK and the European Union, ensuring timely and reliable delivery to every customer.
  • International: For destinations outside the EU, we offer worldwide shipping to all countries where online shopping and importation of our products are legally permitted.

2.2 Customs and Import Regulations

  • Customer Obligations: In strict compliance with French and EU customs laws, customers are solely responsible for ensuring that the purchased goods are legally importable into their respective countries. This includes verifying and complying with local import restrictions, prohibitions, and documentation requirements.
  • Cost Liability: Any applicable local duties, taxes, customs fees, and other import – related charges are the sole responsibility of the customer. We will clearly notify customers of potential additional costs during the checkout process and on product pages, in accordance with French regulations on consumer information transparency. In case of complex customs situations, we will provide guidance and support to help customers navigate the process.

3. Order Processing

3.1 Processing Time

  • Normal Processing: Orders are typically processed within 2 business days following successful payment confirmation. This timeframe adheres to French commercial law requirements for prompt order handling.
  • Holiday and Weekend Orders: Orders placed on weekends or French public holidays will be processed on the next business day. We follow the official French holiday calendar to ensure accurate processing timelines.

3.2 Order Verification

  • Comprehensive Checks: All orders undergo a thorough verification process to ensure the accuracy of delivery information and the validity of payment. This includes verifying customer contact details, shipping addresses, and payment authorization.
  • Communication with Customers: In the event that any discrepancies or issues are identified during verification, we will promptly contact the customer via the provided communication channels (such as email or phone) to resolve the matter. This practice aligns with French consumer protection laws regarding order accuracy and customer communication.

4. Delivery Timeframes

4.1 Estimated Delivery Times (Business Days)

  • UK: 3 – 5 business days
  • Other EU Countries: 5 – 7 business days
  • International (Outside EU): 10 – 15 business days

These timeframes are calculated based on average shipping durations and are provided in accordance with French regulations on realistic delivery estimates.

4.2 Factors Affecting Delivery

  • External Factors: Delivery times may be subject to variations due to factors beyond our control, including customs clearance procedures, unforeseen weather conditions, local logistics disruptions, and carrier – specific issues.
  • Customer Notification: In the event of significant delays, we will proactively notify customers via email or SMS, providing regular updates on the status of their orders. This is in line with French laws requiring merchants to keep customers informed about order progress.

5. Shipping Methods

5.1 Standard Shipping

  • Service Details: Our standard shipping service is designed to provide reliable and cost – effective delivery. Orders eligible for this service will be dispatched using reputable carriers that meet French and EU transportation safety and quality standards.
  • Pricing: As mentioned, orders below the free shipping threshold are subject to a flat shipping fee of €6.88. This fee covers all costs associated with packaging, handling, and transportation to the customer’s destination.

5.2 Shipping Carriers

  • Partnerships: We have established strategic partnerships with well – known and reliable shipping carriers, including La Poste, DHL, and FedEx. These carriers are selected based on their compliance with French and EU regulations, service quality, and track record of secure and timely deliveries.
  • Carrier Accountability: We hold our shipping partners accountable for the safe and timely delivery of orders. In case of any issues related to carrier performance, we will work closely with them to resolve problems and ensure customer satisfaction, in accordance with French contract law and consumer protection regulations.

6. Order Packaging

6.1 Secure Packaging

  • Protection Measures: All orders are carefully packaged using high – quality materials to ensure the safety of goods during transit. Fragile items are specially protected with appropriate cushioning materials, such as bubble wrap, foam inserts, or custom – fitted packaging, to minimize the risk of damage.
  • Compliance: Our packaging practices comply with French and EU regulations regarding product protection during transportation, as well as any specific requirements related to the nature of the products being shipped.

6.2 Sustainability

  • Eco – friendly Initiatives: In line with French environmental protection laws and EU sustainability goals, we strive to use eco – friendly packaging materials whenever possible. This includes recycled cardboard boxes, biodegradable packing peanuts, and water – based adhesive tapes.
  • Environmental Communication: We may provide information to customers about our sustainable packaging efforts, either on product pages or in shipping notifications, to raise awareness and promote environmental responsibility.

7. Order Tracking

7.1 Tracking Information

  • Notification: Once an order is shipped, customers will receive a confirmation email containing a unique tracking number. This email will also include direct links to the carrier’s tracking website, allowing customers to monitor the real – time status of their shipments.
  • Accessibility: Customers can access tracking information at any time through our website’s “Order Tracking” section, using the provided tracking number. This ensures transparency and easy access to order status, in compliance with French consumer rights regulations.

7.2 Tracking Assistance

  • Customer Support: If customers encounter any issues with tracking their orders, such as inaccurate information or difficulties accessing the tracking system, they can contact our support team.
  • Response Time: Our support team will respond to tracking – related inquiries within 24 hours (excluding weekends and holidays) and assist customers in resolving any problems, in accordance with French service quality standards.

8. Lost or Delayed Shipments

8.1 Delayed Deliveries

  • Customer Communication: If a package does not arrive within the estimated delivery timeframe, customers are encouraged to contact us. We will initiate an investigation into the delay, communicate with the shipping carrier, and keep the customer informed of the progress.
  • Compensation: In cases where delays are caused by our negligence or the carrier’s failure to meet service standards, we may offer appropriate compensation, such as a discount on future orders or a partial refund of the shipping fee, in accordance with French consumer protection laws.

8.2 Lost Packages

  • Investigation: In the event that a package is reported lost, we will immediately launch an investigation in collaboration with the shipping carrier. This includes verifying shipping records, contacting relevant logistics partners, and attempting to locate the missing package.
  • Resolution: If the package cannot be located, we will offer customers a choice of options, such as a full refund, a replacement order, or a credit towards future purchases. These options are provided in compliance with French laws regarding lost goods and consumer remedies.

9. Contact Information

For any questions, concerns, or feedback regarding our shipping policy, customers can reach out to us through the following channels:

  • Email: [email protected]
  • Phone: +44 6819579948
  • Service Hours: Monday – Friday, 08:00 – 22:00 (EU time)

We are dedicated to providing excellent customer service and ensuring that all inquiries are addressed promptly and effectively, in line with French consumer service regulations.

10. Policy Updates

We reserve the right to update this shipping policy at any time to reflect changes in our business operations, French laws and regulations, or industry best practices. Any significant changes will be communicated to customers via email or through a notice on our website at least 15 days prior to implementation, in accordance with French legal requirements for policy changes and customer notification.

Thank you for choosing MKLAIOE LTD. We are committed to providing you with a shipping experience that is reliable, transparent, and fully compliant with French laws and regulations.