Shipping policy
Shipping Policy for Simonetta Wang Ltd
Last Updated: July 15, 2026
1. Introduction
This Shipping Policy is issued by Simonetta Wang Ltd, a company registered in the United Kingdom, and applies to the delivery, tracking and related matters of all semi-custom made-to-order garment orders placed via our official website www.simonettawang.com. By placing an order, you acknowledge that you have read and agree to all terms of this policy.
2. Production & Shipment Timeline
2.1 The standard production lead time for semi-custom garments is 60 calendar days, calculated from the date the 15-day deposit cooling-off period expires and your final measurements are confirmed. Styles with complex handcrafting may require a longer lead time, which we will advise you of in advance via email.
2.2 Once your garment is completed, we will send you photos of the finished product by email and notify you to pay the remaining 50% balance.
2.3 A 15-day balance cooling-off period applies after payment is received, during which shipment will not be arranged. Dispatch will be formally arranged only after the cooling-off period expires with no objection.
2.4 Once your order is shipped, we will send a shipping confirmation email with tracking information to your registered email address.
3. Shipping Methods & Fees
3.1 We partner with reputable international carriers such as DHL, FedEx and UPS. The specific carrier will be selected based on the destination and actual conditions.
3.2 Shipping fees are calculated based on package weight, dimensions and destination country/region. The exact amount will be automatically displayed at checkout and settled in British Pounds (GBP).
3.3 Shipping fee refund rules:
- If the order is cancelled before shipment, the shipping fee will be fully refunded together with the deposit;
- Once the order has been shipped, shipping fees are non-refundable.
4. Customs & Import Duties
4.1 Order prices include only the cost of the garment and standard international shipping. They do not include import duties, value-added tax (VAT), customs clearance fees or any other local taxes and fees imposed by the destination country/region. All import-related charges are the sole responsibility of the recipient.
4.2 Delivery delays caused by customs inspection are beyond our control. We will assist in providing required customs documentation, but we are not liable for additional fees or delays arising from customs procedures.
4.3 If the recipient refuses to pay applicable duties and taxes, resulting in the garment being returned, held or destroyed by customs, all associated losses shall be borne by you, and neither the deposit nor the balance will be refunded.
5. Order Tracking
5.1 Once your order is shipped, we will include a tracking number and direct tracking link in the shipping confirmation email. You can check the delivery status directly without logging into a website account.
5.2 Tracking information usually updates within 1–2 business days after shipment. If there is no status update for an extended period, please contact us for assistance.
6. Delivery Issues
6.1 Delayed Delivery
We aim to deliver within the estimated timeframe, but delays may occur due to peak seasons, severe weather, customs holds or logistics disruptions beyond our control. If delivery is delayed by more than 3 business days beyond the estimated date, you may contact us and we will follow up with the carrier on your behalf.
6.2 Lost Packages
If the carrier officially confirms the package is lost, you may choose either:
- A full refund (deposit + balance + shipping fee paid);
- A remade garment with complimentary re-delivery (lead time to be discussed separately).
We will bear the relevant liability first and pursue compensation directly with the carrier. You do not need to file a claim with the logistics provider yourself.Please notify us of any suspected lost package within 30 calendar days of the estimated delivery date. After this period, we will be unable to pursue a claim with the carrier.
6.3 Damaged in Transit
If your garment is damaged during transportation, please provide clear photos/videos of the outer packaging and the damaged item within 30 calendar days of delivery. We will provide a resolution in accordance with our Refund Policy. We will pursue compensation directly with the carrier on our own behalf.
6.4 Marked as Delivered but Not Received
If the tracking status shows "delivered" but you have not received your package, please first check with property management, neighbours or parcel lockers. If still not found, contact us and we will verify delivery details with the carrier (including signature records and delivery proof). If loss is confirmed, it will be handled in accordance with Clause 6.2.
6.5 Incorrect Delivery Address
6.5.1 Please ensure your shipping address and contact number are accurate when placing your order. You may request one free address change before the balance cooling-off period ends. No address changes can be made once the order has been shipped.
6.5.2 If the package is returned or undeliverable due to an incorrect or incomplete address provided by you, you will be responsible for the re-shipping fee. If the package is lost or destroyed as a result, all associated losses shall be borne by you.
7. Shipping Restrictions
7.1 We do not ship to PO boxes, APO/FPO military addresses, or remote areas not covered by our logistics partners.
7.2 After an order is placed, we will verify address deliverability. If delivery is not available, we will contact you promptly to arrange an alternative address or a full refund.
7.3 We reserve the right to refuse shipment to any country/region where local regulations prohibit the import of our products, in which case a full refund will be issued.
8. Policy Updates & Contact Us
8.1 We may update this Shipping Policy from time to time. The revised version will be posted on this page with an updated "Last Updated" date.
8.2 For any questions, please contact us at: simonettawang@simonettawang.com
8.3 Data Controller: Simonetta Wang Ltd (registered in the United Kingdom)