Shipping Policy

Last updated: July 26, 2026

This Shipping Policy applies to business-to-business purchases, online sample orders, small wholesale orders, bulk orders, OEM/ODM projects, private-label projects, and other business orders placed with ENLUME, operated by HK ENLUME INTERNATIONAL FASHION TRADING LIMITED.

This policy should be read together with our Terms of Service and Return and Refund Policy. Where an order-specific quotation, proforma invoice, order confirmation, agreed Incoterm, or separate written agreement contains different shipping terms, the order-specific written terms will take precedence.

1. Online Order Minimum

The minimum order quantity for eligible online sample and small wholesale orders is 5 pieces.

OEM/ODM, private-label, custom-made, custom-packaging, and bulk production projects may have different minimum order quantities, pricing, production requirements, and shipping arrangements. These will be confirmed separately in writing.

2. Stock Availability and Warehouse Confirmation

Product availability is subject to final warehouse confirmation after an order is placed.

Availability information displayed on the website does not represent guaranteed real-time warehouse inventory and should not be interpreted as a guarantee that every product is immediately available for shipment.

After receiving an order, we will verify the availability of the ordered products with the warehouse.

If all products are available, we will proceed with order preparation.

If an item is temporarily unavailable, we will contact the buyer to confirm the available options, which may include:

• Waiting for restocking or production;

• Replacing the unavailable item with an agreed alternative; or

• Receiving a refund for the unavailable item.

We will not substitute an unavailable product without the buyer’s approval.

If an item cannot be restocked or produced within an acceptable timeframe, we may cancel and refund the affected item. If the unavailable item represents the entire order, we may cancel and refund the order.

Any restocking or production timeframe provided will be an estimate unless expressly confirmed otherwise in writing.

3. Order Processing Time

After product availability, order details, and payment have been confirmed, we prepare, inspect, and pack the products before shipment.

For products confirmed as available by the warehouse, processing time is normally 3–7 business days after order confirmation and cleared payment, unless otherwise stated.

Processing time may include:

• Warehouse confirmation;

• Product collection and preparation;

• Order verification;

• Quality inspection;

• Packing;

• Shipping-document preparation; and

• Handover to the logistics provider.

Processing time does not include international shipping transit time.

Business days exclude weekends and public holidays observed at the relevant processing or fulfillment location.

If a material delay affects order processing, we will make reasonable efforts to contact the buyer through email, WhatsApp, or another agreed communication method.

4. Samples, Custom Orders, and Production Lead Times

Sample orders, custom-made products, OEM/ODM projects, private-label projects, logo orders, custom-packaging orders, and bulk production orders are not subject to the standard processing time unless expressly confirmed.

Their preparation or production time depends on factors such as:

• Product type;

• Materials and components;

• Quantity;

• Design and development requirements;

• Sample approval;

• Plating and finishing;

• Logo and labeling requirements;

• Packaging requirements;

• Testing or documentation requirements;

• Production capacity; and

• Quality inspection.

The estimated preparation or production lead time will be confirmed separately through a quotation, proforma invoice, order confirmation, email, or another agreed written method.

Production and preparation time are separate from international shipping transit time.

5. Eligible Online Orders Up to 5 kg

Eligible online sample and small wholesale orders with a chargeable weight of up to 5 kg may proceed through the website checkout.

Shipping charges for these orders are calculated at checkout based on:

• Shipping destination;

• Order chargeable weight; and

• The applicable shipping zone or rate.

Shipping charges are displayed and collected in the currency set for the customer’s selected market at checkout.

The checkout shipping method may be displayed as:

Standard Tracked Shipping

The checkout description may be displayed as:

Tracked shipping. Import charges not included.

Website checkout rates do not apply automatically to orders over 5 kg, OEM/ODM projects, or private-label projects.

6. Chargeable Weight

International shipping charges may be calculated according to chargeable weight.

Chargeable weight is generally based on the higher of:

• Actual shipment weight; or

• Volumetric weight.

For applicable online shipping estimates, volumetric weight may be calculated using:

Length × Width × Height in centimeters ÷ 8000

Different logistics services, routes, package types, or carriers may apply a different volumetric-weight divisor or calculation method. Where another calculation applies, the relevant carrier or confirmed quotation will take precedence.

Product and shipment weight may include:

• Product weight;

• Product cards;

• Packaging bags;

• Jewelry boxes;

• Protective materials;

• Labels;

• Inner packaging;

• Shipping cartons; and

• An allocated share of outer-packaging weight.

The product’s net jewelry weight alone may not represent the final shipping weight.

7. Orders Over 5 kg and Custom Projects

Orders with a chargeable weight over 5 kg require a custom shipping quote and should not rely on ordinary website checkout rates.

The following orders must be discussed with us through our official WhatsApp or email:

• Orders over 5 kg;

• OEM/ODM projects; and

• Private-label projects.

Please contact us before checkout to request:

• Bulk pricing; and

• A custom shipping quote.

The final shipping method, shipping cost, delivery estimate, packaging arrangement, and any applicable trade terms will be confirmed separately in writing.

Submitting or completing a website checkout does not guarantee that an ordinary website shipping rate will be accepted for an order that exceeds 5 kg or otherwise requires a custom shipping arrangement.

8. Shipping Methods and Logistics Providers

Eligible online orders are generally shipped using tracked international shipping.

We may use 4PX and its delivery partners or another suitable logistics provider depending on:

• Destination;

• Shipment weight and dimensions;

• Product type;

• Order value;

• Service availability;

• Customs requirements; and

• Delivery requirements.

For bulk and customized business orders, available shipping arrangements may include:

• International express;

• Tracked parcel shipping;

• Air freight;

• Sea freight;

• Road or truck delivery;

• Buyer-appointed freight forwarders; or

• Other agreed logistics solutions.

The selected carrier or local final-mile delivery provider may vary by destination and service route.

A reference to 4PX or another initial logistics provider does not necessarily mean that the same provider will complete the final delivery. International shipments may be transferred to customs authorities, destination-country postal services, local couriers, or other delivery partners.

9. Estimated Shipping Time

The estimated international transit time for eligible Standard Tracked Shipping orders is normally:

10–25 business days

This is an estimated transportation timeframe only. It starts after the order has been processed and handed over to the logistics provider.

The estimated shipping time does not include:

• Order processing;

• Warehouse confirmation;

• Sample preparation;

• Restocking;

• Production;

• Custom packaging;

• Quality inspection;

• Customs inspection or clearance;

• Public holidays;

• Peak-season delays; or

• Delays caused by incomplete buyer information.

Shipping times vary according to the destination, selected route, customs procedures, carrier capacity, local delivery conditions, remote-area requirements, and other circumstances.

Delivery dates are not guaranteed unless a specific commitment has been expressly agreed in writing.

10. Shipping Notifications and Tracking

Once an order has been shipped, we will provide shipping information and a tracking number where tracking is available.

Tracking information may take time to appear after the shipment has been handed over to the logistics provider.

International tracking may not update continuously during:

• Export processing;

• International transportation;

• Customs clearance;

• Transfer between carriers; or

• Final-mile delivery handover.

A lack of an immediate tracking update does not necessarily mean that the shipment has stopped moving or has been lost.

For shipments sent in multiple parcels, the buyer may receive more than one tracking number.

11. Buyer Shipping Information

Before shipment, the buyer must provide accurate and complete:

• Company name;

• Contact-person name;

• Shipping address;

• Postal code;

• Telephone number;

• Email address;

• Tax or business identification information, where required;

• Customs or importer information, where required; and

• Delivery instructions.

The buyer is responsible for verifying this information before the order is dispatched.

ENLUME is not responsible for delays, failed delivery, customs problems, address-correction charges, storage charges, return charges, or additional shipping costs caused by inaccurate, incomplete, outdated, or unauthorized information provided by the buyer.

We may request additional information where required by the carrier, customs authority, payment provider, or destination-country delivery provider.

12. Address Changes and Shipment Redirection

Requests to change a shipping address, delivery contact, shipping method, or delivery instruction must be submitted as soon as possible to:

support@enlumeintl.com

A requested change is not effective until confirmed by ENLUME in writing.

We will make reasonable efforts to assist before the shipment has been packed, dispatched, or handed over to the logistics provider.

Once a shipment has been dispatched, we may be unable to:

• Change the address;

• Cancel the shipment;

• Redirect the parcel;

• Change the shipping service; or

• Recall the shipment.

Address corrections, shipment interception, redirection, return, or redelivery may result in additional charges payable by the buyer where the issue was not caused by ENLUME.

13. Multiple and Partial Shipments

An order may be shipped in more than one parcel or shipment due to:

• Product availability;

• Warehouse arrangements;

• Production schedules;

• Packaging requirements;

• Shipment weight or size limits;

• Quality-inspection schedules;

• Customs requirements; or

• Logistics efficiency.

Where practical, we will inform the buyer if an order will be divided into separate shipments.

Separate shipments may have different tracking numbers, transit times, customs processing, and delivery dates.

The allocation of shipping costs for a planned partial shipment will be handled according to the confirmed order terms or separately agreed in writing.

14. Customs, Duties, Taxes, and Import Charges

International shipments may be subject to destination-country charges, including:

• Import duties;

• Import taxes;

• VAT;

• Sales tax;

• Tariffs;

• Customs-clearance charges;

• Brokerage fees;

• Inspection charges;

• Storage charges;

• Remote-area surcharges;

• Address-correction fees;

• Return charges; and

• Redelivery charges.

Unless expressly confirmed otherwise in writing, these charges are not included in product prices or standard website shipping charges.

The buyer is responsible for:

• Paying applicable destination-country charges;

• Providing accurate customs and importer information;

• Cooperating with customs-clearance requirements;

• Complying with applicable import restrictions;

• Obtaining required registrations, permits, or approvals; and

• Meeting applicable labeling, certification, and local-market requirements.

ENLUME does not provide DDP, duties-paid, tax-inclusive, or duties-prepaid delivery unless expressly confirmed in a quotation, proforma invoice, order confirmation, or separate written agreement.

Customs authorities may open, inspect, delay, reclassify, value, or hold a shipment according to local law.

ENLUME does not control customs decisions and is not responsible for delays caused by customs inspection, clearance procedures, import restrictions, incomplete importer information, or destination-country regulatory requirements.

15. Remote Areas and Special Delivery Locations

Additional time, documentation, or charges may apply to delivery addresses located in:

• Remote or extended areas;

• Islands or offshore territories;

• Special economic zones;

• Military or restricted areas;

• Warehouses or fulfillment centers;

• Amazon or third-party fulfillment facilities;

• Trade-show locations;

• Hotels;

• Temporary addresses; or

• Locations with special appointment or delivery requirements.

Any additional carrier charge not included in the standard checkout rate may be payable by the buyer.

Where reasonably possible, we will contact the buyer before proceeding if a material additional shipping charge is identified before dispatch.

The buyer is responsible for confirming that the selected destination can receive the shipment and meet any appointment, labeling, pallet, carton, booking, or warehouse-delivery requirements.

16. Buyer-Appointed Freight Forwarders

If the buyer appoints its own freight forwarder, shipping agent, carrier, consolidation warehouse, or fulfillment provider, the buyer is responsible for:

• Providing correct delivery and contact information;

• Confirming warehouse receiving requirements;

• Coordinating shipment collection or delivery;

• Confirming required shipping documents;

• Communicating special labeling or packaging requirements; and

• Paying charges imposed by the appointed provider.

Risk, responsibility, and delivery obligations will be determined by the applicable confirmed shipping terms and any expressly agreed Incoterm.

ENLUME is not responsible for delays, loss, damage, storage, handling, or delivery issues occurring after delivery to a buyer-appointed provider, except to the extent caused by ENLUME or otherwise required by applicable law or the confirmed order terms.

17. Risk of Loss and Title

Risk of loss or damage, title to the products, delivery obligations, and responsibility for shipping costs will be determined by:

• The confirmed quotation;

• Proforma invoice;

• Order confirmation;

• Applicable Incoterm, where expressly stated;

• Purchase order accepted by ENLUME;

• Separate written shipping agreement; or

• Applicable law where no specific written term has been agreed.

Risk and title do not necessarily transfer at the same time.

No specific Incoterm applies unless it is expressly stated in the applicable order documents or written agreement.

Where an Incoterm is used, it should include the named place or destination and the applicable version, for example:

[Incoterm] [named place], Incoterms® 2020

18. Undeliverable, Refused, or Unclaimed Shipments

A shipment may be delayed, returned, held, abandoned, or disposed of if:

• The delivery address is incorrect or incomplete;

• The recipient cannot be contacted;

• Delivery is refused;

• Delivery attempts are unsuccessful;

• The buyer does not collect the shipment;

• Customs information is missing;

• Import requirements are not completed;

• Duties or taxes are unpaid;

• The destination rejects or restricts the shipment; or

• The buyer does not provide required instructions within a reasonable period.

Where the issue is not caused by ENLUME, the buyer may be responsible for:

• Original shipping charges;

• Return shipping;

• Customs duties and taxes;

• Storage charges;

• Brokerage fees;

• Disposal charges;

• Address-correction charges;

• Redelivery charges; and

• Reshipment costs.

Any reshipment will be subject to confirmation of the updated delivery information and payment of applicable additional charges.

Original shipping and destination-country charges may not be refundable.

19. Damaged, Missing, or Incorrect Shipments

The buyer must inspect the shipment promptly after delivery.

Claims involving visible shipping damage, missing products, incorrect products, or incorrect quantities must be submitted within 7 calendar days after delivery.

Contact:

support@enlumeintl.com

Please provide:

• Order number;

• Company name;

• Contact person;

• A description of the issue;

• Affected product and quantity;

• Clear photographs or videos;

• Photographs of the outer carton;

• Photographs of the inner packaging;

• Photographs of the shipping label; and

• Any available carrier documents.

For shipping damage, the buyer must keep the original products, cartons, packaging materials, labels, and shipping documents until the claim has been reviewed.

Do not discard damaged packaging or return any product without written instructions.

Claims will be reviewed according to:

• The confirmed order terms;

• The applicable shipping arrangement;

• Carrier requirements;

• Available tracking and shipping records;

• Our Return and Refund Policy; and

• Applicable law.

Submitting a claim does not automatically guarantee a refund, replacement, or carrier compensation.

20. Lost or Delayed Shipments

A shipment is not automatically considered lost because tracking has not updated or because an estimated delivery date has passed.

If tracking shows an exception, an extended delay, or possible loss, contact us so that we can review the available tracking information and, where appropriate, submit an inquiry to the logistics provider.

Carrier investigations may require additional time and supporting documents.

Any available remedy will depend on:

• The carrier’s investigation;

• Tracking information;

• Shipping terms;

• The cause of the issue;

• The affected products;

• Available carrier compensation;

• The confirmed order terms; and

• Applicable law.

We do not guarantee reimbursement from a logistics provider or customs authority.

21. Force Majeure and Events Beyond Reasonable Control

We are not responsible for shipping delays or failure to perform caused by circumstances beyond our reasonable control, including:

• Customs delays;

• Carrier delays;

• Port or airport congestion;

• Weather;

• Natural disasters;

• Fire or flood;

• Public holidays;

• Peak shipping periods;

• Labor disputes;

• Government actions;

• Import restrictions;

• Sanctions or trade restrictions;

• Transportation disruption;

• Supply-chain interruption;

• Epidemics or pandemics;

• Power or system failures;

• Cyber incidents; or

• Other comparable force majeure events.

If a significant event affects shipment or delivery, we will make reasonable efforts to communicate available information and discuss an updated arrangement where practical.

22. Policy Updates

We may update this Shipping Policy from time to time to reflect changes in our business practices, logistics arrangements, carrier requirements, website settings, or applicable law.

The revised version will be published on this page with an updated “Last updated” date.

Unless otherwise agreed or required by law, a policy update will not automatically change shipping terms already confirmed for an accepted order.

23. Contact Us

For shipping questions, custom shipping quotations, tracking inquiries, or delivery issues, contact:

ENLUME
HK ENLUME INTERNATIONAL FASHION TRADING LIMITED

Email:
support@enlumeintl.com