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1. Introduction
ALEXANDRIA KURZ LLC (hereinafter referred to as "we" or "us"; official website: infindshops.com; contact email: [email protected]) is committed to providing efficient and stable stationery and office supply shipping services to consumers and businesses within the EU. This policy strictly complies with EU cross-border logistics regulations and the service standards of our partner logistics providers. It clearly defines shipping scope, shipping and delivery timelines, fee rules, package tracking, and exception handling to protect your legal rights and interests during order fulfillment. We recommend you read this carefully before placing an order.
This policy applies to orders purchased through our official website (infindshops.com), online ordering, and other channels for delivery within the EU.
2. Shipping Scope and Partner Logistics Providers
(I) Shipping Scope
Our shipping services cover all EU member states and parts of the European Economic Area (EEA), including but not limited to Germany, France, Italy, Spain, the UK (Note: If your delivery address is in the UK, additional customs clearance requirements after Brexit will apply. Fees and delivery times may be slightly adjusted. Please contact customer service for confirmation before placing an order), the Netherlands, and Belgium. We currently do not support delivery to overseas territories outside the EU or to non-EU countries. If you have special delivery requirements, please contact us via our official email address: [email protected].
(II) Partnered Logistics Providers
To ensure the quality of our shipping services, we have established long-term partnerships with several well-known logistics companies that meet EU logistics standards, including DHL, FedEx, DPD, and high-quality local logistics providers (such as DHL Paket in Germany and La Poste in France). We will automatically match the optimal logistics solution based on your delivery address, order weight, and product type, balancing shipping time and cost to provide you with stable delivery service.
3. Shipping and Shipping Time
(I) Shipping Time
Regular Orders: For in-stock stationery and office supplies (such as pens, notebooks, folders, and basic office supplies), we will ship within 4-8 calendar days after you have paid and confirmed receipt. After shipment, the system will automatically send a shipping notification to your registered email address, including the tracking number and tracking link. Special Orders:
Pre-sale products: Shipping time is based on the "Estimated Shipping Time" indicated on the product details page. In the event of production delays, we will notify you of the delay and the new shipping time via email three business days in advance.
Shipping Exceptions: Shipping times may be extended due to EU statutory holidays (such as Christmas, New Year's Day, and Easter), major sales events (such as Black Friday and Singles' Day), or force majeure (such as natural disasters, logistics strikes, and customs clearance delays). We will post a notice on our official website or notify customers of affected orders individually via email.
(II) Shipping Time
Regular Shipping Time: Shipping time within the EU is typically 15-35 calendar days, starting from the time the shipping carrier picks up the package and scans the tracking number. Specific delivery times vary depending on the location of the delivery address, the logistics provider's delivery efficiency, customs clearance speed, and local logistics terminal delivery conditions:
Core EU member states (such as Germany, France, the Netherlands, Belgium, and Luxembourg): Shipping times are typically 15-25 calendar days.
Peripheral EU member states and remote regions (such as Greece, Portugal, northern Finland, and northern Sweden): Shipping times may extend to 25-35 calendar days.
European Economic Area (EEA) non-EU member states (such as Norway, Iceland, and Liechtenstein): Shipping times will be based on the standards for peripheral EU member states, and an additional 1-3 business days must be allowed for customs clearance. Timeframe: Shipping times are for reference only and do not include the following:
Order processing time before the logistics company picks up the package (i.e., shipping time is 4-8 calendar days);
Customs clearance time (special product categories, such as office equipment containing batteries, may require an additional 3-5 business days);
Logistics downtime due to EU statutory holidays and local weekends;
Shipping delays due to force majeure (such as inclement weather, traffic restrictions, and logistics hub failures).
4. Shipping Fee Rules
(I) Calculation Method
Our shipping fees are calculated based on the actual order amount, product weight, and the country/region of the delivery address.
(II) Payment Method
Shipping fees will be charged together with the product price at the time of payment. Acceptable payment methods include credit cards (Visa, MasterCard), debit cards, PayPal, and local payment methods in some EU regions (such as Sofort in Germany and Carte Bancaire in France). If an order is canceled due to our reasons (e.g., out of stock, delayed delivery beyond the agreed time), any shipping fees charged will be fully refunded along with the product price.
5. Package Tracking and Delivery Confirmation
(I) Package Tracking
After your order has been shipped, you can track the status of your package through the following methods:
Official Website Tracking: Log in to your account, go to the "My Orders" page, find the desired order, and click "Tracking." This will redirect you to the corresponding carrier's tracking page, displaying the package's location, transit points, and estimated delivery time in real time.
Official Website Tracking: Use the tracking number from the shipping notification email to log in to the tracking section of the corresponding carrier's website (e.g., DHL or DPD) and enter the tracking number.
Customer Service Assistance: If you are unable to track your package using the above methods, or have questions about tracking information, please email [email protected] and provide your order and tracking numbers. We will assist you in tracking and provide feedback within two business days. Tracking Information Update Notes: Logistics providers typically update tracking information when a package reaches key milestones (e.g., pickup, shipment, entry into the destination country, customs clearance completed, or delivery in progress). Terminal delivery tracking in some remote areas may experience a delay of 1-2 business days, which is normal.
(II) Delivery Confirmation
When a logistics provider delivers a package, it typically requires the consignee or an authorized agent to sign to confirm receipt. Please carefully inspect the package for damage, unsealed tape, or discrepancies before signing. If you notice any damage, broken seals, or discrepancies in the number of packages, refuse to sign for the package and immediately contact the logistics provider to document the anomaly and notify us via email so we can promptly address the issue.
If you choose "Unmanned Delivery" (e.g., delivery to a locker or convenience store), the logistics provider will send you a pickup notification upon delivery. You must pick up the package within the specified timeframe. Failure to do so may result in the package being returned, and you will be responsible for any shipping charges and related fees. If your order shows "Delivered" but you haven't received your package, or you have other questions about your delivery, please contact us within three business days of the order showing "Delivered." We will assist you in verifying the delivery status with the logistics provider. If the package is confirmed lost, we will handle it according to the "Exception Handling" section of this policy.
6. Shipping Exception Handling
(I) Package Delays
If your package's transit time exceeds the agreed-upon 15-35 calendar day range, or if your tracking information has not been updated for an extended period (more than seven calendar days), you may request an inquiry regarding the reason for the delay. We will contact the logistics provider within three business days to obtain details of the delay (such as customs clearance delays, route adjustments, or terminal delivery backlogs) and provide you with feedback.
(II) Package Loss
If the logistics provider confirms that the package was lost during transportation (generally, if the tracking information has not been updated for more than 15 calendar days and the logistics provider issues a certificate of loss), we will provide you with two solutions, and you can choose one:
Reshipment: We will resend the product that matches the original order within 4-8 calendar days after the loss is confirmed, at no additional cost to you (including product and shipping costs);
Full Refund: We will refund the full order amount (including product and shipping costs) to your original payment account within 3-7 business days after the loss is confirmed.
Confirmation of package loss requires an official certificate of loss issued by the logistics provider. If you fail to provide the necessary information (such as a copy of your ID card and proof of delivery address), and the loss cannot be confirmed, we will not be able to provide the above solutions.
(III) Package or Product Damage
If you discover a damaged package upon receipt, or discover a damaged product after opening the package (e.g., a bent pen or broken folder), please take the following steps immediately:
Take photos of the damaged package (including the shipping tracking number), photos of the damaged product (clearly showing the damaged area from multiple angles), and record an unboxing video (if available);
Contact the logistics provider to confirm the damage and request a damage record;
Within two business days of receipt, send the photos, video, logistics provider's damage record, and order number to [email protected] to request after-sales assistance. We will review your request within 3 business days of receiving it and, upon approval, provide the following solutions:
Replacement: For replaceable products, we will ship the replacement within 4-8 calendar days after approval and cover the shipping costs.
Full Refund: If you do not accept the replacement, or the product cannot be repaired/replaced, we will refund the full amount of the order (including product and shipping costs) within 3-7 business days after approval.
Repair Compensation: For repairable office equipment, we can arrange free repairs or provide a repair subsidy (the subsidy amount is determined by the repair cost, up to 50% of the product price).
(IV) Customs Clearance Issues
If an order encounters an issue during customs clearance (e.g., customs requires additional declaration documents, or the product is detained due to product category issues), we will email you the reason for the issue and the required supplemental documentation (e.g., proof of purchase, product instructions, copy of personal identification, etc.) within 1 business day of receiving the customs clearance notification from the logistics provider. Please provide the required information within 5 business days of receiving the notification. Failure to provide the required information after this deadline may result in customs clearance failure, resulting in the package being returned or destroyed. Incurred costs, including return shipping fees and customs penalties, will be borne by you. If customs clearance fails due to incomplete information provided by us or the product not meeting the import regulations of the destination country, we will assume all losses and provide you with a full refund or re-shipment.
7. Policy Updates and Notices
We will periodically update this Shipping Policy based on revisions to EU logistics regulations, adjustments to the services of our partner logistics providers, and business development needs. The updated policy will be prominently posted on our official website under "Customer Service - Shipping Policy" for at least 7 calendar days and will take effect the day after the expiration of the posting period.
If you continue to order our products after the policy update, it will be deemed that you have fully read, understood, and accepted the updated Shipping Policy. You can visit our official website at any time to view the latest version of the policy or request a copy of the policy by contacting our official email address at [email protected].
8. Contact Information
If you have any questions regarding shipping (such as checking logistics status, requesting exception handling, or inquiring about shipping rates), please contact us via the following methods:
Official Email: [email protected]
Official Online Customer Service: Log in to infindshops.com