Shipping policy

Shipping Policy

【Chanlay International Trading Company】

【https://chanley-hk.myshopify.com】

This Shipping Policy explains how we process, ship, and deliver your orders. All orders are dispatched from our fulfilment centre in Guangzhou, China. Please read this policy carefully to understand our shipping practices, delivery timeframes, and what to do if you encounter any delivery issues.

Our registered business address:

【Room D,/F,On Hong Street,15-23 Yee Chong street】

【 MongKok，Kowloon,Hong Kong】

Business Registration Number: 【41667055】

Introduction 2

Processing Time 2

Delivery Areas and Timeframes 3

Order Tracking 4

Delivery Issues 5

Cross-Border & International Orders 6

1. Introduction

This Shipping Policy applies to all orders placed through our website 【https://chanley-hk.myshopify.com("the Site"). By placing an order with us, you agree to the shipping terms outlined in this policy. We reserve the right to update or modify this policy at any time without prior notice. Any changes will be posted on this page with an updated "Last Updated" date.

We are a Hong Kong registered unlimited company. All orders are packed and shipped from our fulfilment centre in Guangzhou, China. We currently ship to addresses within Hong Kong, Malaysia, Singapore, selected Southeast Asian countries, and internationally. If your country is not listed at checkout, please contact us at 【chanley_hk@outlook.com】to inquire about shipping options.

2. Processing Time

All orders are processed within 1–2 business days (Monday to Friday, excluding Hong Kong and Mainland China public holidays). Orders placed on weekends or public holidays will be processed on the next business day.

Once your order has been processed and dispatched from our Guangzhou fulfilment centre, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel. Please allow up to 24 hours for tracking information to update after dispatch.

During peak periods such as sales events, festive seasons, or promotional campaigns, processing times may be extended by 1–2 additional business days. We will notify you if there are any unexpected delays with your order.

2.1 Order Cut-off Time

Orders placed before 12:00 PM (HKT) on a business day will typically begin processing on the same day. Orders placed after 12:00 PM (HKT) will begin processing on the next business day.

2.2 Public Holidays and Peak Periods

Please be aware that Hong Kong, Mainland China, and destination country public holidays may affect processing and delivery times. The following table outlines common periods of delay:

Holiday / Period	Expected Impact
Chinese New Year	Processing and delivery may be delayed by 5–7 business days due to Mainland China and regional holidays
Golden Week (1–7 October)	Processing and delivery may be delayed by 5–7 business days due to Mainland China public holiday
11.11 / Black Friday / Year-end	Delivery may take 3–5 additional business days due to high volume
Customs peak periods	Cross-border deliveries may experience additional 1–3 business days at customs clearance

4. Order Tracking

Once your order has been dispatched from Guangzhou, you will receive a shipping confirmation email containing:

Your tracking number

The name of the courier service handling your delivery

A direct link to track your parcel online

Please allow up to 24–48 hours for tracking information to appear on the courier's website after receiving your shipping confirmation email. Cross-border shipments may experience a delay in tracking updates while clearing customs. If your tracking information has not updated after 72 hours, please contact us at 【chanley_hk@outlook.com】 and we will investigate with the courier.

4.1 Tracking Status Definitions

Common tracking statuses and their meanings:

"Order Placed" — Your order has been received and is being processed.

"Order Dispatched" — Your order has been packed and handed to the courier in Guangzhou.

"In Transit" — Your parcel is on its way to the destination country or city.

"Customs Clearance" — Your parcel is being inspected by customs authorities. This is a normal part of cross-border shipping.

"Out for Delivery" — Your parcel is with the local courier and will be delivered today.

"Delivered" — Your parcel has been delivered to the specified address.

"Delivery Attempted" — The courier attempted delivery but was unsuccessful. They will typically attempt redelivery or leave a collection notice.

5. Delivery Issues

5.1 Incorrect Address

Please ensure your shipping address is complete and accurate at checkout, including the correct postal code, building or apartment number, and contact phone number. We are not responsible for orders delivered to an incorrectly provided address. If a parcel is delivered to an incorrect address due to customer error, we cannot issue a refund or replacement. Re-shipping fees will apply if you wish to have the order resent to the correct address.

5.2 Failed Delivery Attempts

If the courier is unable to deliver your parcel after multiple attempts (typically 2–3 attempts, depending on the courier), the parcel may be returned to our Guangzhou fulfilment centre. In such cases:

We can re-ship the parcel to you at your expense (additional shipping charges apply).

Alternatively, we can issue a refund for the order value minus the original shipping fees and any return handling charges.

To avoid failed deliveries, please ensure someone is available to receive the parcel during delivery hours, or provide delivery instructions (e.g., leave at reception, with neighbour) at checkout if applicable.

5.3 Unclaimed Parcels

If a parcel is held at a courier collection point or post office and is not collected within the specified holding period (usually 7–14 days, depending on the courier and destination country), it will be returned to our Guangzhou fulfilment centre. Unclaimed parcels will be treated as returns, and a refund minus original shipping fees will be issued. We will notify you by email before a parcel is returned due to non-collection.

5.4 Lost or Damaged Parcels

If your parcel has not arrived within the expected delivery timeframe and tracking shows no updates for 7 business days, please contact us at 【chanley_hk@outlook.com】 within 14 days of the expected delivery date. We will investigate with the courier and, if confirmed lost, offer you a replacement or full refund at no additional cost.

If your parcel arrives damaged, please:

Take clear photos of the damaged packaging and the damaged item(s) before opening further.

Retain the original packaging in case the courier requires inspection.

We will arrange a replacement or full refund for damaged items, including covering any return shipping costs if the item needs to be returned to our Guangzhou fulfilment centre.

5.5 Partial Deliveries

If your order contains multiple items, they may be shipped separately depending on stock availability and warehouse location. You will receive separate shipping confirmations and tracking numbers for each parcel. There is no additional shipping charge for split shipments.

6. Cross-Border & International Orders

As our fulfilment centre is located in Guangzhou, China, all orders shipped outside Mainland China are classified as cross-border or international shipments. Please note the following important information:

Customs Duties and Taxes: International customers are responsible for any customs duties, import taxes, VAT, GST, or other charges imposed by their country's customs authority. These charges are not included in the item price or shipping cost and are the sole responsibility of the recipient.

Customs Clearance: Delivery times for cross-border orders may be extended due to customs inspection and clearance procedures, which are beyond our control. We have no influence over how long customs processing takes in the destination country.

Restricted Items: Some items may be restricted or prohibited from import into certain countries. It is your responsibility to ensure that the items you order comply with your country's import regulations. We are not responsible for items seized or destroyed by customs.

Address Format: Please ensure your international address is formatted correctly according to your country's postal standards, including the correct postal code and country name.

Import Documentation: For orders shipped to certain countries, you may be required to provide additional documentation (e.g., tax ID, import permit) to facilitate customs clearance. We will contact you if such documentation is required.

If you refuse to accept delivery of an international order due to customs charges, the parcel will be returned to our Guangzhou fulfilment centre. In such cases, we can only issue a refund for the item cost minus the original shipping fees and any return handling charges imposed by the courier.

6.1 Shipping Partners

We use SF Express, DHL Express, FedEx, and EMS for cross-border and international shipments. The courier assigned to your order will depend on your destination country, parcel weight, and selected shipping option. For orders within Hong Kong, we primarily use SF Express local delivery.

7. Contact Us

If you have any questions about this Shipping Policy, need to update your delivery address after placing an order, or require assistance with a delivery issue, please contact us:

【Chanley Internation Trading Company】

Email: 【Chanley_hk@outlook.com】

Phone: 【+852 6632 4532】

Address: 【Room D,/F,On Hong Street,15-23 Yee Chong street，MongKok，Kowloon,Hong Kong】

Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (HKT)