Versand

Shipping Policy

Welcome to Sankw.

To help you understand our order delivery arrangements, this Shipping Policy explains order processing, delivery coverage, shipping times, shipment tracking, and issues that may arise during delivery.

We will process orders and arrange shipment within a reasonable timeframe based on the actual circumstances of each order. Delivery arrangements may be affected by factors such as product availability, warehouse location, shipping routes, and the destination region.

Nothing in this policy is intended to exclude, restrict, or reduce any mandatory rights that consumers may have under applicable law.

1. Delivery Coverage

We currently provide standard delivery services to the following European countries:

  • Germany

  • Austria

  • Italy

  • Spain

  • Portugal

  • Poland

  • Czech Republic

  • Slovakia

  • Slovenia

  • Croatia

  • Greece

  • Romania

  • Bulgaria

  • Estonia

  • Latvia

  • Lithuania

Whether a particular product can be delivered to a specific area may depend on the product type, inventory location, warehouse arrangements, and local shipping conditions.

If your country or region is not listed above, we recommend contacting us by email before placing an order to confirm whether delivery is currently available.

2. Shipping Costs

For the countries and regions currently supported by our standard delivery service, we generally offer free standard shipping.

The shipping method and any applicable shipping charges will be displayed at checkout before you complete your order.

Depending on the destination, product availability, and shipping route, we may use different carriers to complete delivery, including but not limited to:

  • DHL

  • DPD

  • UPS

  • FedEx

  • Other logistics providers suitable for the relevant delivery route

We may select or change the carrier based on actual logistics conditions in order to arrange shipment reasonably and efficiently.

If additional shipping charges or other transportation-related costs apply to an order, we will provide the relevant information before the consumer completes the order to the extent required by applicable law.

3. Order Processing Time

After an order has been successfully submitted and confirmed, we generally require 1–3 business days to process the order and prepare it for shipment.

Normal order processing takes place:

Monday to Friday, excluding public holidays.

Order processing may take longer in the following circumstances:

  • Public holidays;

  • Promotional or special sales events;

  • Temporary increases in order volume;

  • Inventory adjustments;

  • Warehouse operating arrangements;

  • System or technical issues;

  • Other reasonably unforeseeable circumstances.

We will complete order processing as soon as reasonably practicable.

4. Estimated Delivery Time

After an order has been shipped, standard transportation is generally expected to take:

Delivery Stage Estimated Time
Order processing and shipment preparation 1–3 business days
Transportation after shipment 8–15 business days
Overall estimated delivery time Approximately 9–18 business days
Standard shipping Free

The above timeframes are estimates under normal circumstances and do not guarantee that every order will be delivered within the stated period.

Actual delivery times may be affected by factors including:

  • Destination country or region;

  • Carrier transportation arrangements;

  • Local last-mile delivery conditions;

  • Customs or border processing;

  • Public holidays;

  • Periods of high shipping volume;

  • Severe weather;

  • Traffic or transportation restrictions;

  • Carrier operational changes;

  • Force majeure or other circumstances beyond our reasonable control.

If applicable law provides mandatory requirements concerning delivery times, those legal requirements will prevail.

5. Shipment and Tracking

After your order has been shipped, we will generally send a shipping confirmation by email.

Where applicable, the shipping notification may include:

  • Shipment confirmation;

  • Tracking number;

  • Carrier name;

  • Tracking information.

Tracking information may not become available immediately. In most cases, it will begin displaying once the package has been received and scanned by the carrier.

During the initial stage of transportation, tracking information may take some time to update. A temporary lack of tracking updates does not necessarily mean that the package has encountered a delivery problem.

If the tracking information has not been updated for an extended period, you may contact us at:

Customer Support
Email: ameliasophiaemmacharlotte@gmail.com

To help us investigate the shipment more efficiently, please provide your order number and tracking number whenever possible.

6. Delivery Delays

We will make reasonable arrangements to process and deliver orders. However, transportation delays may occur due to circumstances beyond our reasonable control.

Possible causes of delivery delays include:

  • High shipping volumes;

  • Public holidays;

  • Major promotional events;

  • Customs inspections or clearance procedures;

  • Severe weather;

  • Local delivery disruptions;

  • Carrier operational changes;

  • Traffic or transportation restrictions;

  • System or logistics network failures;

  • Force majeure events;

  • Other circumstances that could not reasonably be anticipated or controlled.

If your order has significantly exceeded the estimated delivery timeframe and has not arrived, please contact us.

We will review the order and tracking information and, where reasonably possible, assist in communicating with the relevant logistics provider.

7. Changes to Delivery Address and Order Information

7.1 Changes Before Shipment

If your order has not yet entered the final shipment process, you may contact us by email to request:

  • A change of delivery address;

  • Correction of a telephone number;

  • Correction of certain order information;

  • Order cancellation.

Because orders may enter processing or shipment preparation shortly after being submitted, we recommend contacting us as soon as possible.

We will make reasonable efforts to assist based on the current status of the order. However, we cannot guarantee that an order can be modified once processing or shipment has already begun.

7.2 Changes After Shipment

Once an order has been shipped, it is generally not possible to directly change the delivery address or cancel the shipment.

If delivery fails, the package is returned, or a new delivery attempt is required because the consumer provided an incorrect or incomplete address, incorrect contact information, or other inaccurate information, we will communicate with the consumer regarding the appropriate next steps.

If additional transportation costs arise as a result, such costs will be handled based on the circumstances and applicable law.

Nothing in this policy affects any statutory rights consumers may have regarding withdrawal, refunds, returns, or other mandatory consumer rights.

8. Customs Duties, VAT, and Other Taxes

Different countries and regions may have different tax and customs requirements.

Depending on the product type, order details, destination country, and applicable local laws, an order may be subject to:

  • Import duties;

  • Value Added Tax (VAT);

  • Customs processing fees;

  • Customs clearance charges;

  • Other legally applicable taxes or fees.

Where such costs are legally payable by the consumer, we will provide the relevant information to the extent required by applicable law.

Responsibility for taxes and customs charges may vary depending on the destination country, product type, and specific order circumstances.

Consumers are also responsible for familiarizing themselves with any applicable import, tax, and customs requirements in their destination country or region.

9. Damaged Packages or Incorrect Products

If you receive a package with obvious signs of transportation damage, or if the product you receive does not correspond to your order, please contact us as soon as possible.

To help us investigate the issue, we recommend providing:

  • Order number;

  • Recipient's name;

  • Email address used when placing the order;

  • Tracking number;

  • Photos of the product;

  • Photos of the outer packaging;

  • A brief description of the issue.

We will review the order records, product information, and shipping details and provide an appropriate solution based on the circumstances and applicable law.

Where products have quality issues, have been damaged during transportation, are incorrect, or where we are otherwise legally responsible, consumers' statutory rights will not be limited by this Shipping Policy.

10. Lost Packages

If the tracking information indicates that a package has encountered an abnormal situation during transportation, or if the package may have been lost, please contact us as soon as possible.

We will investigate the situation based on:

  • Shipping tracking records;

  • Carrier feedback;

  • Order information;

  • Delivery records.

Where reasonably possible, we will assist in resolving the issue.

If it is confirmed that the transportation issue falls within the legal responsibility of us or the relevant logistics provider, we will take appropriate measures in accordance with applicable law and the circumstances of the case.

11. Failed Delivery

Delivery may be affected by circumstances including:

  • Incorrect or incomplete delivery address;

  • Incorrect contact information;

  • Inability to contact the recipient;

  • Multiple unsuccessful delivery attempts;

  • Refusal to accept the package;

  • Inability to verify delivery information;

  • Other delivery issues related to information or actions provided by the consumer.

If delivery fails, we may contact you by email to confirm whether to arrange redelivery, return the package, or take another reasonable course of action.

If additional transportation costs arise due to information provided by the consumer or circumstances attributable to the consumer, such costs will be handled based on the actual circumstances and applicable law.

Nothing in this section excludes or restricts any statutory rights consumers may have regarding withdrawal, refunds, or other mandatory consumer protections.

12. Force Majeure and Special Circumstances

In certain circumstances beyond our reasonable control, order processing or delivery may be affected.

Such circumstances may include:

  • Natural disasters;

  • Severe weather;

  • War or serious civil unrest;

  • Government measures;

  • Major transportation disruptions;

  • Significant logistics system failures;

  • Internet or communication failures;

  • Large-scale public events or emergencies;

  • Other circumstances that could not reasonably be anticipated or controlled.

In such circumstances, we will take appropriate measures where reasonably practicable and provide consumers with relevant information where circumstances permit.

13. Statutory Consumer Rights

This Shipping Policy is intended only to explain our general delivery arrangements.

Nothing in this policy is intended to exclude, restrict, or reduce any mandatory rights consumers have under applicable law.

If any provision of this policy conflicts with mandatory consumer protection requirements under applicable law, the applicable legal requirements will prevail.

For information regarding returns, refunds, and statutory withdrawal rights, please refer to our Return & Refund Policy.

For information regarding the processing of personal information and cookies, please refer to our Privacy Policy.

For information regarding website use, orders, payments, and related matters, please refer to our Terms of Service.

14. Policy Updates

Sankw may make reasonable changes to this Shipping Policy based on changes to logistics arrangements, business operations, applicable laws and regulations, or our services.

Updated versions of this policy will be published on the website and will apply to relevant future orders. Such updates will not affect rights that consumers have already acquired under applicable law.

We recommend reviewing the current Shipping Policy before placing an order to ensure that you are aware of the latest delivery arrangements.

15. Contact Us

If you have questions regarding any of the following matters, you may contact our customer support team:

  • Order delivery;

  • Estimated delivery times;

  • Shipment tracking;

  • Delivery delays;

  • Package issues;

  • Address changes;

  • Failed delivery;

  • Other transportation-related matters.

Customer Support

Email: ameliasophiaemmacharlotte@gmail.com

To help us investigate your order more quickly, please include the following information whenever possible:

Order Number + Tracking Number + Description of the Issue

We will review your request and provide assistance as soon as reasonably possible based on the circumstances of your order.

Thank you for choosing Sankw.