SHUAFAY Shipping & Delivery Policy

An eligible ready-to-ship or in-stock product is normally prepared for dispatch within 2–4 business days.

Processing may include:

• Payment authorization and security review.
• Address and contact-detail verification.
• Product and variation confirmation.
• Quality-control inspection.
• Protective packaging.
• Commercial invoice preparation.
• Carrier booking and collection scheduling.

An order may require additional processing where:

• Payment verification is incomplete.
• The delivery address is unclear or incomplete.
• A product option requires confirmation.
• A high-risk transaction needs review.
• The item requires special handling.
• A public holiday or operational closure applies.

An estimated dispatch date is not the same as a guaranteed delivery date. Where mandatory consumer law provides a specific delivery remedy, that protection remains available.

Made-to-order, custom-sized, personalised and bespoke products require production before they can be dispatched.

The production period may begin only after SHUAFAY has received all required items, including where applicable:

• Required payment or agreed deposit.
• Complete measurements.
• Fit and layering preferences.
• Material and colour selection.
• Hardware or personalization details.
• Design, artwork or sample approval.
• Clarification of conflicting information.

The product page, checkout, quotation, invoice, project communication or order confirmation provides the applicable production estimate.

Customer-requested changes, delayed approvals, incomplete measurements, unavailable specifications or a requirement to remake a component may extend the original estimate.

After production, the order still requires quality control, packing, documentation and carrier collection.

Review the Custom Clothing and Made-to-Order Policy and Custom Sizing Policy .

SHUAFAY primarily uses established express carriers such as:

• DHL Express.
• UPS international services.
• Another suitable carrier or freight partner where the destination, size or service requires it.

Carrier selection is based on destination, serviceability, parcel size, customs route, performance, security and operational availability.

Free express shipping applies only where the product page, promotion, cart, checkout, quotation or order confirmation states that the order is eligible.

Free shipping does not automatically include:

• Import duties or taxes.
• Customs brokerage or government charges.
• Remote-area surcharges.
• Address-correction or redelivery fees.
• Storage or abandonment charges.
• Special freight or oversized-item handling.
• Return shipping.

Where an extra shipping charge is required before dispatch, SHUAFAY will normally contact the customer for approval or provide another available option.

SHUAFAY may dispatch an order in more than one parcel where products have different availability, production or packaging requirements. The customer will not be charged an unapproved additional shipment fee.

Express international transit is typically estimated at 2–7 business days after dispatch for serviceable destinations.

This estimate does not include:

• Order processing.
• Product manufacturing.
• Customer approval delays.
• Customs inspection or import clearance.
• Payment of destination charges.
• Remote-area movement.
• Carrier disruption or exceptional events.

Delivery estimates are based on available carrier information and are not guaranteed unless a guaranteed service and date have been expressly confirmed in writing.

Where a product or order confirmation provides a specific agreed delivery period, that period takes priority over a general website estimate.

Nothing in this policy limits a mandatory right available where goods are not delivered within an agreed or legally required period.

The customer is responsible for providing a complete and accurate delivery address.

Delivery information should include:

• Recipient’s full name.
• Building, house or unit number.
• Street and district information.
• City, state or province where applicable.
• Correct postal or ZIP code.
• Destination country.
• Working phone or WhatsApp number.
• Accessible email address.
• Company, tax or importer information where required.

SHUAFAY may contact the customer where the address appears incomplete, inconsistent, restricted or unserviceable.

Request an address correction before dispatch where possible. Once a parcel has entered the carrier network, a change is subject to carrier approval, customs status and security restrictions.

An address change may result in:

• Additional carrier charges.
• Re-routing delays.
• Security verification.
• Cancellation of an original delivery estimate.
• Return to sender where correction is impossible.

SHUAFAY may refuse to redirect a high-risk or high-value shipment where the requested destination cannot be reasonably verified.

Some postal codes or locations are classified by carriers as remote, extended, rural, island, hard-to-reach or subject to special handling.

A remote location may involve:

• A carrier remote-area surcharge.
• A longer final-mile delivery period.
• Transfer to a local delivery partner.
• Collection from an authorized service point.
• Restricted delivery days.
• Limited tracking during the final stage.

Where an additional charge is identified before dispatch, SHUAFAY may:

• Request customer approval and payment.
• Offer delivery to an alternative serviceable address.
• Suggest carrier collection where available.
• Cancel and refund the affected order where delivery is not reasonably possible.

SHUAFAY may be unable to ship to a location because of carrier restrictions, sanctions, trade controls, customs rules, product restrictions, payment limitations or security concerns.

An order confirmation does not guarantee serviceability where a restriction is discovered during carrier or compliance review.

Unless the checkout, quotation or order confirmation expressly states that duties and taxes are included, international orders are dispatched with destination import charges unpaid by SHUAFAY.

The recipient or importer may therefore be responsible for:

• Customs duties or tariffs.
• Import VAT, GST or sales tax.
• Customs-processing charges.
• Carrier advancement or disbursement fees.
• Brokerage or clearance charges.
• Storage charges caused by delayed clearance.
• Other destination-government charges.

The destination customs authority determines whether charges apply. Assessment may depend on:

• Product classification or HS code.
• Declared transaction value.
• Material and country of origin.
• Freight and insurance treatment.
• Destination-country law.
• Available reliefs, exemptions or thresholds.

Because rates, thresholds and import rules can change, SHUAFAY does not guarantee a country-specific duty estimate unless it has been expressly included in the order.

The carrier or customs authority may request:

• Payment of assessed charges.
• Identity or importer verification.
• A tax or national identification number.
• Proof of purchase or payment.
• Product-use information.
• Additional import documentation.

Respond promptly to a legitimate clearance request. SHUAFAY may provide reasonable commercial-invoice or product information but cannot guarantee customs release.

The historic term “DDU” may still be used informally by carriers or customers. This policy instead uses the clearer wording “duties and taxes unpaid by SHUAFAY” unless the order expressly states otherwise.

Some orders, quotations or future checkout services may expressly include destination duties and taxes. Where this applies, the written order confirmation will identify the included treatment.

For retail orders, explanatory phrases such as “duties unpaid” or “duties included” are used to help customers understand the expected payment responsibility.

Formal Incoterms® rules do not automatically apply merely because a delivery policy uses similar wording.

Where a B2B quotation expressly incorporates an Incoterms® 2020 rule, the named rule, location and quotation control the allocation of costs, obligations and risk for that transaction.

Depending on the agreed B2B arrangement, SHUAFAY Industries may quote terms such as:

• EXW.
• FOB.
• DAP.
• DDP where operationally available.
• Another expressly agreed freight term.

Where no formal trade term is incorporated, the quotation, invoice, carrier booking and written agreement determine the parties’ responsibilities.

Tracking is normally provided after the carrier collects or activates the shipment.

A tracking number may initially show:

• Shipment information received.
• Label created.
• Collection scheduled.
• No movement until the first carrier scan.

Customers should monitor tracking and respond promptly where the carrier requests:

• Customs information or payment.
• An address correction.
• A delivery-date selection.
• A signature or recipient instruction.
• Collection from a service point.

The carrier may attempt delivery more than once, hold a parcel temporarily or move it to a collection location according to its local procedure.

A shipment may require a signature or another form of delivery confirmation. The carrier may also use an authorized recipient, reception desk, service point or customer-approved delivery instruction where permitted.

Contact SHUAFAY promptly where:

• The estimated delivery period has passed.
• Tracking shows no meaningful movement for an unusual period.
• The carrier requests information SHUAFAY must provide.
• Tracking says delivered but the parcel cannot be located.

A parcel may be delayed, returned, stored or abandoned where:

• The address is incorrect or incomplete.
• The recipient cannot be contacted.
• Delivery attempts are unsuccessful.
• The parcel is not collected in time.
• Required import information is not provided.
• Duties or taxes remain unpaid.
• The recipient refuses the shipment.
• Importation is prohibited or restricted.

Where a shipment is returned to SHUAFAY, any available refund or redelivery will be reviewed after the parcel is received and assessed.

Where permitted by law, reasonable costs caused by customer refusal, incorrect address, unpaid import charges, storage, return transport or re-import may be deducted from a refund or charged before redelivery.

A custom or made-to-order product does not become returnable merely because the recipient refuses to pay import charges or does not collect the parcel.

If a carrier proposes abandonment or disposal, SHUAFAY will assess the available practical options. Recovery may not be possible after a carrier or customs authority lawfully disposes of the goods.

Mandatory consumer rights and any carrier or SHUAFAY error remain considered separately.

International deliveries can be affected by:

• Customs inspections.
• Incomplete import documentation.
• Carrier network disruption.
• Severe weather or natural events.
• Public holidays and peak seasons.
• Industrial action.
• Flight or transport cancellation.
• Government or security restrictions.
• Remote-area handover.
• Incorrect recipient information.

Where a parcel appears delayed or lost, SHUAFAY may open a carrier investigation. Customers should provide any requested declaration, confirmation or supporting information.

Carrier investigations can take time and may require the carrier to complete network, delivery and recipient checks.

If a parcel arrives visibly damaged:

1. Photograph the parcel before opening.
2. Photograph the shipping label.
3. Keep all inner and outer packaging.
4. Photograph the full product and concern.
5. Do not use, alter or repair the product.
6. Contact SHUAFAY promptly with the order number.

Visible damage, an incorrect product or missing contents should be reported within 48 hours where reasonably practical so evidence can be preserved. This requested reporting period does not remove a mandatory right that continues to apply.

Review the Refunds and Returns Policy and Warranty Policy .

Contact SHUAFAY promptly where you need to request a change to:

• Delivery address.
• Recipient name or phone number.
• Product, size or colour.
• Custom measurements or specifications.
• Shipping service.
• Order cancellation.

A requested change is not confirmed until SHUAFAY accepts it in writing.

Changes may not be possible after:

• Custom production has begun.
• The product has been personalised.
• Packaging or export documents are completed.
• The parcel has been transferred to the carrier.
• Customs processing has begun.

SHUAFAY may combine compatible products in one shipment or split an order into more than one parcel where operationally appropriate.

Where parcels are split, each parcel may have a separate tracking number and customs entry.

Custom and made-to-order cancellation rights are governed by the Custom Clothing and Made-to-Order Policy .

B2B, wholesale, private-label, sample and bulk shipments may use different logistics from individual retail parcels.

Depending on the order, shipment may use:

• UPS or DHL Express.
• Air cargo.
• Consolidated courier movement.
• LCL or FCL ocean freight.
• A buyer-appointed freight forwarder.
• A destination customs broker.

The written quotation or commercial agreement should identify:

• Production lead time.
• Dispatch readiness.
• Freight mode.
• Named origin or destination point.
• Customs and duty responsibility.
• Insurance responsibility.
• Documentation requirements.
• Inspection and acceptance arrangements.

B2B production completion does not mean a shipment has departed. Dispatch may depend on final payment, booking availability, export documents and freight-forwarder instructions.

Where the buyer appoints the carrier or forwarder, the buyer should provide complete collection and documentation instructions in time to avoid storage or rebooking costs.

The B2B quotation and signed agreement take priority over general retail delivery guidance where they contain different terms.

SHUAFAY will take reasonable steps to manage orders affected by events outside normal operational control, including:

• Natural disasters.
• Severe weather.
• War, civil disorder or security events.
• Government restrictions or sanctions.
• Customs or border closures.
• Carrier suspension.
• Industrial action.
• Major infrastructure or technology failure.
• Public-health or transport emergencies.

Where an event materially affects the order, SHUAFAY may provide an updated estimate, alternative delivery arrangement or another appropriate resolution.

This policy should be read with:

• The relevant product page and order confirmation.
• The Terms and Conditions .
• The Refunds and Returns Policy .
• The applicable custom-product or B2B agreement.

Where mandatory consumer law provides a different delivery right or remedy, that mandatory protection takes priority.

SHUAFAY may update this policy to reflect carrier, customs, service, destination or operational changes.