Terms Of Service
SOLSTICELAB TRADING CO., LTD——Terms Of Service
In order to provide professional and efficient services to customers in the EU, SOLSTICELAB TRADING CO., LTD (hereinafter referred to as "the Company") has formulated this service policy based on the characteristics of the EU market and customer needs, covering the entire process of pre-sales, sales and after-sales service commitments. If you have any questions, you can contact us through the official website (sllabtrading.com) or email ([email protected]).
I. Pre-sales service
Product consultation support
Our customer service team (supported in English, German, French, and Spanish) will provide you with detailed product information consultation, including materials, size selection, design details, matching suggestions, etc. You can consult through the official website online customer service (working days 9:00-18:00 GMT+1) or email, and the customer service will reply within 24 hours.
Tip: The shoe size standards in the EU may differ from those in other regions. We provide a detailed size comparison table (including foot length measurement guide), which you can check on the product details page, or contact customer service for personalized recommendations.
Order pre-confirmation service
Before placing an order, if you have any questions about the order information (such as delivery address, payment method, delivery time), you can submit a "pre-order consultation" and the customer service will assist you in checking the information to avoid subsequent problems caused by information errors.
II. In-sale service
Real-time synchronization of order status
From the successful payment of the order to the delivery of the goods, you will receive the following node notifications via email:
Order confirmation (within 1 hour after payment)
Goods are in stock (within 5-7 days)
The package has been shipped (with logistics order number, which may be delayed to 48 hours in case of inventory adjustment)
You can check the real-time progress on the "My Order" page of the official website at any time.
Payment security
Supports mainstream EU payment methods (Visa, Mastercard, PayPal, Apple Pay, Google Pay), all payment information is processed through SSL encryption, in line with the EU General Data Protection Regulation (GDPR) security standards. If there is an abnormality during the payment process (such as deduction without generating an order), please contact customer service immediately, and we will assist in verification and processing within 1 working day.
III. After-sales service
Return and exchange assistance (linked with the return and exchange policy)
If you need to return or exchange goods, customer service will assist you throughout the process:
Guide you to fill in the "EU Return and Exchange Application Form" (including multi-language versions)
Provide the nearest return address within the EU (some countries support door-to-door pickup service, which needs to be noted when applying)
Track the status of the return package to ensure that the refund/exchange is completed within the agreed time limit (the refund arrival time is subject to the payment institution's rules, generally 3-7 working days).
Special handling of quality issues
If the received goods have quality problems (in accordance with the definition of the "EU Consumer Rights Directive"), after confirmation by customer service:
You can choose to return or exchange for free (including two-way shipping)
Or accept a partial refund (you need to provide photos/videos of the problem products, and the customer service will negotiate the refund ratio based on the actual situation)
Processing cycle: Complete the solution confirmation within 5 working days from the receipt of the problem feedback.
Follow-up of logistics issues
For logistics anomalies within the EU (such as package detention, delivery failure, wrong address), customer service will:
Assist in contacting local logistics service providers (DHL, DPD, etc.) for priority processing
For damaged goods caused by logistics, new products can be directly reissued after verification (without waiting for the original package to be returned).
IV. Compliance and Privacy Protection
Consumer Rights Protection
Your personal information (name, address, payment records, etc.) is only used for order processing and service provision, and will be stored and protected in accordance with GDPR requirements and will not be shared with third parties (except for logistics partners for delivery). You can apply to review, modify or delete personal data at any time by email, and we will respond within 30 days.
V. Complaint and Feedback Mechanism
Graded Processing Process
If you are not satisfied with the service, you can feedback through the following channels:
Primary complaint: official website customer service or email, a solution will be given within 48 hours
Upgraded complaint: send to the complaint hotline ([email protected]), the EU customer relationship specialist will intervene in the investigation within 3 working days and provide written handling results.
Improvement Commitment
We regularly collect feedback from EU customers and publish a "Service Optimization Report" every quarter (available in the "Corporate Responsibility" section of the official website) to continuously improve service quality.
We are committed to providing every EU customer with a convenient and reliable shopping experience. Your trust is our driving force for improving our services. If you have any needs, please feel free to contact us!