Shipping policy
KAOLENNE is operated by YAXIN TRADING CO. LIMITED, a Hong Kong company. This single-store policy covers our U.S. and European delivery regions. All standard retail orders, including European orders, ship from U.S. warehouses. Contact us for delivery support.
1 Delivery destinations
| Delivery region | Coverage |
|---|---|
| United States | Eligible addresses in the 48 contiguous states |
| European Union | Eligible countries and postal areas in our published delivery list |
| Other Europe | Eligible European destinations, including the UK, Norway and Switzerland, as listed before checkout |
Alaska, Hawaii, U.S. territories, remote islands and the Middle East are excluded. The UK, Norway and Switzerland are separate destinations from the EU for customs and tax purposes. A European market label on this site does not mean that we ship from a European warehouse.
[TO COMPLETE BEFORE PUBLICATION: Insert the exact European country list and excluded postal areas supported by the carrier and checkout. Confirm coverage for Washington, D.C., P.O. boxes and APO/FPO/DPO addresses.]
Address eligibility is checked before payment. An unsupported order accepted in error will be cancelled and fully refunded. We do not add undisclosed remote-area surcharges.
2 Shipping charges and delivery estimates
| Destination group | Below US$150.00 | US$150.00 or more |
|---|---|---|
| Eligible contiguous U.S. addresses | US$8.90 | Free |
| Eligible EU addresses | US$8.90 | Free |
| Other eligible European addresses | US$8.90 | Free |
These charges are per order in USD. Free standard shipping applies when the merchandise subtotal after discounts and before tax is US$150.00 or more. Taxes and shipping charges do not count toward this threshold. Where displayed prices include tax, the included tax is excluded when calculating the qualifying merchandise subtotal. The delivery charge and eligibility for free shipping are shown before payment. A split shipment does not add another standard delivery charge.
| Stage | Estimated time |
|---|---|
| Standard delivery to every supported country | Estimated 3 to 7 business days in total after payment confirmation, subject to the cutoff and business-day rules below |
| Order processing | Normally 1 to 2 business days, included in the total delivery estimate |
The 3 to 7 business day estimate includes both order processing and transit from our U.S. warehouse. Processing time is not added again. This estimate applies to supported delivery addresses, not to countries or postal areas excluded in section 1.
3 Processing days and cutoff
Processing days are Monday to Friday, excluding U.S. public holidays. The daily cutoff is 2:00 PM, fixed UTC-8, with no daylight saving adjustment. Orders received after cutoff or on non-processing days begin processing on the next processing day.
Transit days are Monday to Friday, excluding relevant origin and destination public holidays. Weekends, holidays and cutoff rules can add calendar days. Saturday customer service does not mean Saturday dispatch.
Estimates cover in-stock retail goods. Custom or wholesale lead times are agreed before payment. Any later extension requires notice and any agreement required by law.
4 Prices and import charges
Checkout is in USD. For U.S. orders, our stated retail prices include applicable sales taxes under our tax-inclusive pricing arrangement. Any tax breakdown at checkout forms part of that stated price and is not an undisclosed extra charge.
For supported EU destinations, retail prices include applicable VAT. For supported non-EU European destinations, the taxes applicable to that destination are included under our stated pricing arrangement. KAOLENNE bears applicable import duties and import-related clearance charges for supported European deliveries from our U.S. warehouse. These charges are not passed to you on delivery.
Contact us before paying an unexpected import-related request where possible. If you paid a charge we agreed to bear, send reasonable evidence and we will reimburse it. We do not add undisclosed remote-area or clearance surcharges after purchase. Your payment provider may apply its own currency-conversion or international transaction fees.
5 Dispatch and tracking
We email dispatch confirmation and forward tracking when the carrier provides it, which may be after dispatch. Contact us for updates if tracking is unavailable. Our delivery responsibilities continue regardless.
Separate parcels will be identified; splitting a shipment does not add a delivery fee.
6 Delays and delivery problems
If dispatch is delayed, we provide a revised estimate and offer cancellation with a full refund, obtaining agreement to delay where required. If fulfillment is impossible, we cancel and refund the order.
Weather, customs or carrier disruption can affect transit. Contact us for overdue, missing, damaged or incorrect goods. We arrange replacement, refund or another remedy under our Return and Refund Policy, without making a carrier claim your only remedy or delaying resolution indefinitely.
7 Cancellation and address changes
Contact us with your order number to cancel or change the address before dispatch. A valid pre-dispatch cancellation receives a full refund, initiated within 7 calendar days of the notice unless an earlier legal deadline applies. After dispatch we cannot normally stop or reroute the parcel. Regional returns and statutory cancellation rights remain available under our Return and Refund Policy. Eligible European consumers may also notify withdrawal before delivery.
8 Contact
KAOLENNE is operated by YAXIN TRADING CO. LIMITED.
Registered address: RM 1011, 10/F, THE CLOUD, 111 TUNG CHAU STREET, TAI KOK TSUI, HONG KONG.
Email: info@kaolenne.com. Phone: +86 19186889072.
Customer service: Monday to Friday, 9:00 AM to 5:00 PM; Saturday, 10:00 AM to 3:00 PM. All times are fixed UTC-8 throughout the year, with no daylight saving adjustment. We normally reply within one business day. Email can be sent at any time. Saturday customer service does not add a warehouse processing day.