Shipping and Returns
Shipping
Shopify Store Logistics Policy
Europe
Welcome to our store. To ensure your shopping experience and clarify issues related to order
delivery in the European area, we have developed this logistics policy. This policy applies to all
customers placing orders through the Shopify platform with European destinations, covering the
scope of delivery, collaboration with carriers, shipping fee criteria, delivery times, order
processing, package tracking, returns and refunds logistics, and special notes. By placing an
order, you acknowledge that you have read and agreed to all terms of this policy.
I. Scope of Delivery
Our store, based on Shopify Shipping service and a high-quality European logistics network,
focuses on delivery throughout Europe, mainly covering the following countries and areas: the
27 EU countries (Germany, France, Italy, Spain, Portugal, Netherlands, Belgium, Luxembourg,
Ireland, Greece, Poland, etc.), the United Kingdom (England, Scotland, Wales, Northern Ireland),
Norway, Switzerland, Iceland, and other major European areas (refer to the available delivery
area displayed by the system when placing an order for details).
Note: Some remote European areas (such as remote islands in Northern Europe, isolated Alpine
villages, conflict-affected areas, etc.) temporarily do not support delivery or may require
additional remote delivery fees; for details, please contact online customer service. Cross-border
shipments within the EU do not require additional customs duties, while the UK and non-EU
European countries must comply with local customs regulations; for details on relevant taxes, see
Chapter VII of this policy.
II. Collaboration with Carriers and Service Advantages
Our store is deeply integrated with official Shopify Shipping partner carriers and collaborates with
major local European logistics operators to provide efficient, reliable, and suitable logistics
service for the European area. Major partner carriers include: DHL Express (specializing in
cross-border and local shipping in Europe with excellent customs capabilities), DPD UK, Colissimo
France, Correos Spain, DHL Paket Germany, PostNL Netherlands, GLS EU, etc. Based on the
advantage of deep collaboration between Shopify and DHL, we can effectively manage cross-border
and local logistics operations in Europe, help handle complex customs declarations, legal, and
administrative matters, significantly improving delivery efficiency and package security.
Based on the integrated advantage of Shopify Shipping and the local European logistics network,
you can benefit from the following exclusive advantages:
• Shipping fee discount: enjoy exclusive discounts agreed in advance between Shopify and
European carriers, with a maximum saving of 80% on shipping fees in the European area,
effectively reducing cross-border and local shipping costs;
• Diversified service choices: supports various service types such as standard local European
shipping, urgent cross-border shipping, next-day delivery, weekend delivery, adapting to
different timing needs; urgent orders can achieve delivery in 2-3 days in major cities;
• Package insurance: each shipping label includes insurance service up to 200 euros; for
high-value products, supplementary insurance can be purchased, fully guaranteeing the
security of packages during transport and reducing the risk of loss or damage;
• Local pickup: for customers in major European cities, supports in-store pickup or designated
carrier pickup points (such as DPD Pickup, DHL Paketshop), reducing shipping costs and
improving pickup convenience;
• Simplified customs: based on the local European customs qualifications of partner carriers,
cross-border shipments within the EU do not require additional customs processes; customs
efficiency for the UK and non-EU countries is improved, with an inspection rate much lower
than the industry average, significantly reducing the risk of package retention or return.
III. Shipping Fee Criteria
Our store adopts three core models for setting shipping fees, adapting to different delivery
scenarios within the EU, the UK, and other European countries. Details are based on the shipping
fee amount displayed by the system at checkout (all shipping fees are calculated in euros):
1. Free Shipping
1. Free shipping for minimum amount: single orders with an effective amount reaching the
designated limit (limit for free shipping within the EU, separate limit for the UK and other non-EU
European countries; refer to the announcement on the store's homepage or product details page
for details) can benefit from free standard shipping service;
2. Free shipping during activities: during store promotional activities (such as new product launches,
European local holiday activities, Black Friday, Christmas period, etc.), free shipping may be
offered for the entire store, within the EU, or for designated countries/areas; details are based on
activity rules;
Note: Free shipping only covers standard shipping fees; additional fees such as urgent shipping,
remote area delivery, and large product delivery must be borne by the customer.
2. Fixed Price Shipping
For orders not reaching the free shipping limit, a fixed price shipping criterion applies, divided into
three tiers based on the delivery area: uniform fixed price within the EU, fixed price for the UK,
fixed price for other non-EU European countries (example: fixed price shipping of 5 euros for
orders not eligible for free shipping within the EU, 8 euros for the UK).
The fixed price synthetically considers the delivery distance in the European area, average package
weight, cross-border costs, and other factors; in case of adjustment, an advance announcement
will be published on the store's homepage.
3. Automatic Shipping Fee Calculation by Carrier
For products of greater weight or special dimensions (such as large furniture, heavy equipment,
batch orders, etc.), shipping fees will be automatically calculated by the carrier based on the actual
product weight, package dimensions, European warehouse shipping location, and delivery
destination, with the amount displayed in real-time at checkout. Among these, local European
shipping can benefit from an exclusive price.
Note: To use this model, ensure that the weight and dimensions information indicated on the
product page are accurate; in case of deviation in shipping fee calculation due to incorrect
information, the difference will be charged or refunded based on actual circumstances afterwards.
IV. Order Processing and Delivery Times
1. Order Processing Times
1. Normal orders: orders placed by 3:00 PM on European working days (Monday-Friday, excluding
European local legal holidays such as EU holidays, national holidays of individual countries, Christmas,
Easter, etc.) will be processed, selected, packaged, and shipping labels printed within 1-2 business
days, then handed over to the carrier for pickup; orders placed after 3:00 PM will be processed on the
next business day;
2. Special orders: processing times for customized products, pre-ordered products, and large products
will be indicated separately (refer to the product details page for details), usually 3-5 business days;
in case of extension, you will be notified in advance via email or SMS (adapted to local European
numbers);
3. Holiday processing: during major European local holidays (such as Christmas, Easter, Black Friday
period, European summer holidays, etc.), order processing and delivery will be postponed; details on
the postponement period will be announced on the store's homepage. We recommend planning your
order timing in advance.
2. Delivery Times (starting from carrier pickup)
Delivery times are affected by the delivery area, carrier service type, weather, and force majeure
factors. Below are the normal reference delivery times for the European area; details are based on
package tracking information. Based on the advantage of partner carriers' dedicated lines, delivery
times are significantly better than the industry average:
• Cross-border shipments within the EU: standard delivery 2-5 business days, urgent delivery 1-2
business days, next-day delivery possible in major cities;
• UK area: standard delivery 3-7 business days, urgent delivery 2-4 business days;
• Norway, Switzerland, Iceland, and other non-EU European countries: standard delivery 5-10 business
days, urgent delivery 3-6 business days;
• Remote European areas: delivery times are extended by 2-3 business days compared to the
corresponding area; for details, contact online customer service.
V. Package Tracking
For all orders with European destinations, the carrier will immediately generate a unique tracking
code after package pickup. You can check the package status using the following methods:
1. Order details page: log in to your Shopify account, go to "My Orders", find the corresponding order,
and click "Logistics Tracking" to view the real-time trajectory;
2. Carrier's official website: copy the tracking code from the order details page, visit the corresponding
carrier's European official website (such as DHL, DPD, etc.), and enter the tracking code to check;
3. Notifications: you will be notified via email or SMS at all key points such as package pickup, customs
completion, in-transit delivery, and upcoming delivery, ensuring you always check the package status;
Note: If package tracking shows "abnormal" or "pending" statuses, immediately contact online
customer service, and we will collaborate with the local European carrier to resolve the issue quickly.
Returns
Our 30-day return policy means that after receiving an item, you have 30 days to request a return.
To be eligible for a return, the item must be in the same condition as you received it, unworn or unused, with all tags, and in its original packaging. You will also need the receipt or proof of purchase.
To initiate a return, please contact us at info@elliesbags.com. Returns must be shipped to the following address: [INSERT RETURN ADDRESS].
If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
For any questions about returns, please contact us at info@elliesbags.com at any time.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@elliesbags.com.