1.Service Scope & Standard Logistics

1. 1 We currently only offer delivery services within the United Kingdom.

1.2 Standard Logistics Service: All orders are shipped by default using Royal Mail’s Delivered Duty Paid (DDP) service. This means:

    *   Delivery Timeframe:Items are expected to be delivered to UK addresses within 5-7 working days after dispatch from our logistics centre.

    *   Price Transparency:The amount you pay at checkout includes the product price, shipping cost, and all estimated UK customs duties and import VAT. You will not face any additional charges upon delivery.

    *   Shipment Tracking:You will receive a Royal Mail tracking number upon dispatch, allowing you to monitor your parcel’s journey online.

1.3Shipping Risk & Receipt of Goods

    *   Once the goods are handed over to the carrier,the risk during transit (e.g., loss, delay) lies with the carrier. We strongly advise you to inspect the external condition of the parcel upon delivery.

    *   If you notice obvious damage to the outer packaging,such as significant breakage, wetness, or severe deformation, you may consider refusing acceptance and requesting the carrier to note the damage. Acceptance of the parcel is deemed as your confirmation of its good external condition.

    *   For internal damage discovered after acceptance,you must contact us within 48 hours of signing for delivery, providing complete, unedited unboxing video and photographic evidence to facilitate a claim with the carrier. Assistance will be difficult after this period.

2.Specified International Courier Service

2.1 If you wish to use an alternative international courier (such as FedEx or UPS), please contact us via [Your Customer Service Email] before or immediately after placing your order.

2.2 Choosing a specified courier will involve:

    *   A New Shipping Quote:We will recalculate the shipping cost based on your chosen courier and service type.

    *   Potential Additional Taxes & Duties:The DDP terms may not apply, and you may be responsible for any duties and taxes levied by the destination country. We will provide an estimated breakdown for your confirmation.

    *   Updated Delivery Timeframe:We will inform you of the expected delivery time.

2.3 We will only arrange shipment via the specified courierafter written confirmation (usually via email) is reached between both parties regarding the revised total cost (product + new shipping + estimated taxes) and delivery timeframe.

3.Production & Dispatch Times

3.1 Standard Items: Subject to stock availability, orders will be processed and dispatched within 1-3 working days after payment confirmation.

3.2Handmade Products: As each piece is crafted by hand, a production period of approximately 15 to 20 working days is required. The total delivery time is production time + shipping time. The estimated dispatch date will be communicated upon order confirmation.

4.About Order Cancellations

At Lavie Jian, we are committed to getting your order to you as quickly as possible. Once your payment is successful and the order is confirmed, our system immediately begins the shipping preparation process.

This means we only have a very short window to “catch” your order before it moves into physical picking, packing, and dispatch.

If you need to cancel an order, please follow these steps:

1. Act Immediately: Please proceed as soon as possible.
2. Send an Email: Email us at [Your Customer Service Email] with the subject line: “Order Cancellation”.
3. Provide Details: In your email, please include your full name and order number.

Our customer service team will check your order status upon receipt of your request and inform you of what we can do to assist.

Please Note:

For Handmade Products and Customised Products, due to the specific and immediate nature of their production, specific cancellation restrictions apply as detailed in Section 7.2 and 7.3 below. Please review these terms carefully before sending your request.

5.Force Majeure

We shall not be liable for any delay in dispatch, delivery, or order cancellation directly caused by any event beyond our reasonable control, including but not limited to natural disasters, war, strikes, riots, epidemics, significant changes in customs policy, severe international shipping congestion, or disruption (“Force Majeure”). Should such an event occur, we will notify you promptly and discuss a solution.

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Part 2: Returns & After-Sales Policy

6.General Returns Principle

6.1 Your rights are protected under the UK Consumer Rights Act 2015. You are entitled to a refund, repair, or replacement for items that are faulty, not as described, or unfit for purpose.

7.Category-Specific Returns Terms

7.1 Standard Items

• Returns Window: Within 30 days of receiving the item.
• Conditions: The item must be unused, in its original condition, with all accessories and packaging intact.
• Process: Please contact customer service to obtain a Returns Authorisation. You are responsible for the return shipping costs.
• Refund Details:
• The refund will be processed within 10 working days of us receiving and inspecting the returned item and will be issued back to the original payment method used for the order.
• If the returned item has diminished in value due to customer-related reasons (e.g., signs of use, missing accessories), we reserve the right to deduct a corresponding amount from the refund and will provide a written explanation.
• In case of a dispute regarding whether the item’s condition meets the return criteria, we reserve the right to request further evidence. If necessary and agreed by both parties, the item may be submitted to an independent third party for assessment, with reasonable associated costs borne by the responsible party.

7.2 Handmade Products

• Unique Nature: Handcrafting means each piece has natural and unique variations in glaze, texture, and form. These are inherent characteristics of the craft and are not considered defects.
• Cancellation & Returns Restriction: Due to the rapid commencement of the production schedule, we do not accept any cancellation or return requests unless the item has a significant manufacturing defect (not a natural variation). We ask for your understanding and respect for the dedicated labour and time invested by the artisan.

7.3 Customised Products

• Final Sale: All customised products (including but not limited to personalised designs, engravings, special sizes, or patterns) are final sale and are not eligible for any return, exchange, or refund.
• Confirmation Process: Prior to ordering, all design details, quantity, price, production timeline, and shipping arrangements must be fully confirmed in writing (e.g., via email) by both parties.
• Liability Waiver: Payment of the order constitutes your confirmation of the above details and your understanding that due to the completely unique nature of the product, we cannot resell it. Therefore, we cannot accept a refund for any reason whatsoever, including but not limited to change of mind, minor colour variation, or slight dimensional deviation.

8.After-Sales Service & Contact

8.1 For items damaged in transit, incorrect items received, or items with significant faults upon receipt, please contact [Your Customer Service Email] within 48 hours of delivery, providing relevant photo or video evidence. We will take responsibility for resolution.

8.2 We commit to responding to and confirming any enquiries regarding specified couriers,timeframes, or taxes within 24 hours (on working days).

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Part 3: Customer Acknowledgement, Agreement Effect & Other Terms

9.Agreement Acknowledgement

9.1 Placing an order on this website signifies that you confirm:

    *   You have read,understood, and agree to all terms of this Agreement.

    *   You are specifically aware of and accept the strict terms regardingno cancellations or returns for handmade products and no refunds whatsoever for customised products.

    *   You understand the unique nature of handmade products and accept their natural variations.

9.2 For customised products,your confirmation correspondence with us shall form an integral part of this Agreement with equal effect.

10.Contact Information

Customer Service Email: [Your Customer Service Email]

Service Hours:Monday to Friday, 9:00 AM to 5:00 PM GMT

11.Other Terms

11.1 We reserve the right to update this Agreement at any time. The updated version will be published on the website. For orders placed before the update takes effect, the version of the Agreement in force at the time of order placement shall apply.

11.2 If any provision of this Agreement is held to be invalid or unenforceable by a court of competent jurisdiction,that provision shall be modified to the minimum extent necessary to make it enforceable, without affecting the full validity and enforceability of the remaining provisions of this Agreement.

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Thank you for your appreciation and support of our handmade crafts. This Agreement aims to ensure a transparent and fair transaction while protecting the irreplicable labour value of the artisan.