This Shipping Policy applies to online sample orders, small wholesale purchases, bulk orders, OEM/ODM projects and private label orders placed with ENLUME, operated by HK ENLUME INTERNATIONAL FASHION TRADING LIMITED.
Shipping arrangements vary according to the order type, destination, shipment weight, package dimensions, product availability and agreed project requirements. Please review the information below before placing an order.
Online Sample & Small Wholesale Orders
Orders up to 5 kg
For eligible online orders with a total shipment weight of up to 5 kg, shipping may be calculated at checkout according to the destination and chargeable weight.
Chargeable weight may be based on actual weight or volumetric weight, depending on the carrier’s calculation method. The shipping amount displayed at checkout applies only to the products and destination entered at the time of purchase.
Orders over 5 kg
Orders with a total shipment weight above 5 kg require a custom shipping quotation. Please contact us before checkout so that we can confirm the packing method, carton dimensions, chargeable weight, destination and available shipping options.
Please do not complete payment for an order above 5 kg unless the shipping arrangement has been confirmed by ENLUME in writing.
Warehouse availability confirmation
All online orders are subject to final warehouse availability confirmation. If an item is temporarily unavailable, we will contact you to confirm the estimated lead time, available alternatives, partial shipment options or another suitable solution before fulfillment.
Bulk, OEM/ODM & Private Label Orders
Custom shipping quotation
Shipping for bulk, OEM/ODM, logo, custom packaging and private label orders is quoted separately. The final freight cost is calculated after the order quantity, packaging, shipment weight, carton dimensions, destination and preferred shipping method have been confirmed.
Any shipping estimate provided before final packing is for reference only. The final quotation may change if the confirmed quantity, packaging, weight, dimensions, delivery address or shipping requirements are modified.
Production and shipping schedule
Customized and bulk orders are shipped only after the approved sample, final product specifications, packaging requirements, payment terms and production arrangements have been confirmed.
The estimated shipping date will be provided according to the production schedule and final packing status. Production lead time and transit time are separate and should not be treated as the same period.
Order Processing
Processing of ready-stock orders
Processing begins after payment has been received and warehouse availability has been confirmed. Dispatch timing depends on stock confirmation, order quantity, quality inspection, packing and shipment consolidation requirements.
If additional processing time is required, we will contact you using the email address, telephone number or other contact information provided with the order.
Quality inspection and packing
Orders may undergo final quantity checks, product inspection and packing verification before shipment. Customized packaging, labeling, logo application or special packing instructions may require additional processing time.
Shipping Methods
Available shipping methods depend on the destination, shipment size, service availability, delivery requirements and the quotation confirmed for the order.
ENLUME may use third-party logistics providers, international carriers or cross-border shipping partners. The selected carrier or service may vary according to the shipment and destination.
We do not guarantee that the same carrier, route or service level will be available for every order.
Estimated Transit Time
Transit time begins after the shipment has been handed over to the carrier. It does not include warehouse confirmation, order processing, production, quality inspection, packing, customs clearance or delays caused by the carrier or destination authorities.
Any delivery date or transit estimate provided by ENLUME or the carrier is an estimate only and is not a guaranteed delivery date unless a specific written service commitment has been agreed.
Tracking Information
Tracking or shipment information will be provided when available after dispatch. Tracking availability and update frequency depend on the selected shipping service and carrier.
Some tracking systems may take time to display the first movement after the shipment has been collected. Please allow the carrier sufficient time to update its records.
Customs, Duties & Taxes
Unless otherwise stated in a written quotation or agreement, product prices and shipping charges do not include import duties, customs clearance fees, taxes, brokerage fees, remote-area charges or other destination-related costs.
The buyer is responsible for understanding and complying with the import requirements of the destination country or region, including duties, taxes, product restrictions, documentation and customs procedures.
If a special customs-paid or duty-paid shipping arrangement is available and agreed in writing, the confirmed quotation and written terms will apply.
Shipping Address & Contact Information
Please check the company name, recipient name, telephone number, email address, postal code and complete delivery address before submitting the order.
If an address change is required, contact us immediately. We cannot guarantee that an address can be changed after the order has been packed, submitted to a logistics provider or handed over to the carrier.
Additional charges caused by an incorrect, incomplete or inaccessible address may be charged to the buyer.
Split Shipments
If part of an order is unavailable or requires additional processing, we may discuss a partial or split shipment with the buyer.
Split shipments are not arranged automatically when they would create additional freight, customs or handling costs. Any additional charges and shipment arrangements must be confirmed before dispatch.
Shipping Delays
International shipments may be affected by customs inspections, carrier congestion, public holidays, severe weather, flight changes, regional restrictions, incorrect addresses, remote-area service limitations or other circumstances outside our reasonable control.
We will assist with available tracking information and carrier communication, but we cannot guarantee delivery dates or accept responsibility for delays caused by customs authorities, carriers, force majeure events or incorrect information provided by the buyer.
Lost, Damaged or Incorrect Shipments
Visible shipping damage
If the outer carton or package appears damaged upon arrival, please photograph the package before opening it. Keep the original carton, inner packaging, labels and products until the issue has been reviewed.
Reporting a shipping issue
Please contact us within 7 calendar days after receiving the shipment if products are damaged, defective, missing or incorrect.
Please provide the order number, company name, contact person, a clear description of the issue, and photos or videos showing the outer carton, shipping label, inner packaging and affected products.
Carrier investigation
Claims involving loss, damage or delivery exceptions may require an investigation by the logistics provider or carrier. Investigation time and available remedies depend on the shipping service, evidence provided and carrier rules.
Approved solutions are determined case by case according to the order details, available evidence and the applicable Returns & Claims Policy.
Undeliverable or Returned Shipments
If a shipment is returned because of an incorrect address, unsuccessful delivery, refusal, unpaid duties, missing import documents or failure to complete customs clearance, any return freight, storage, customs, reshipping or handling costs may be charged to the buyer.
Reshipment will be arranged only after the return status, updated address, additional costs and payment arrangements have been confirmed.
Contact Us
For shipping quotations or delivery questions, please contact ENLUME before placing the order.
Please provide the selected products, quantities, destination country, postal code, delivery address and any preferred shipping requirements so that we can review the available options.
Email: support@enlumeintl.com