This policy applies exclusively to physical products (handmade braided bracelets and related materials) purchased from the AstralKnots cross-border independent website. It aims to provide transparent and standardized logistics service instructions for global customers, ensuring a smooth shopping experience.

1. Handmade Production Cycle

As all bracelets are fully handmade and customized, we only start the braiding production process after receiving your order to ensure the uniqueness and quality of each product.

The production cycle adjusts dynamically based on real-time order volume, typically ranging from 2 to 5 days. Adhering to our craftsmanship philosophy of “no compromise,” we meticulously oversee every step—from thread selection and braiding patterns to finishing details—with manual inspection. We reject the crudeness of mass production, striving only to deliver handmade products that combine texture and warmth to you.

2. Global Shipping Timeframes

• Core Coverage Areas (including major countries in Europe and North America): The shipping timeframe is usually 7 to 20 days (calculated from the time the logistics provider scans and collects the package). For remote areas, the timeframe may be extended by 1 to 3 days due to additional logistics transit links.
• Other Countries/Regions: The timeframe refers to the standards of local logistics providers, generally 10 to 25 days. For specific details, please contact customer service for personalized instructions.

3. Uncontrollable Factors & Shipping Delays

1. Natural Environment Impacts: Extreme weather or natural disasters (e.g., heavy rain, blizzards, typhoons, earthquakes) that cause logistics hubs to suspend operations or block transportation routes.
2. Cross-Border Customs Factors: Extended customs inspection processes (inspection duration depends on local policies and customs clearance efficiency) or tariff review procedures in the destination country.
3. Holiday Impacts: During major global holidays (e.g., Christmas/Thanksgiving in Europe and North America, Eid al-Fitr in Southeast Asia, Eid al-Adha in the Middle East), logistics providers may face reduced capacity and shorter operating hours, leading to delays in package collection, transit, or delivery.

4. Shipping Tracking Service

Within 12 hours of your package being shipped, we will send the shipping tracking number and official query link to your order confirmation email, with a simultaneous update to the “Order Center” in your AstralKnots account.

You can use the tracking number to check the real-time shipping status of your package (e.g., collection, transit, customs clearance, delivery). If the tracking information shows no updates for an extended period (over 7 days) or indicates “abnormal detention,” please contact customer service at any time. We will assist in communicating with the logistics provider to verify the situation and follow up on the resolution progress.

5. Receipt & After-Sales Notes

1. Inspection Before Signing: Before signing for the package (either by yourself or an authorized recipient), please carefully check if the package is intact, with no damage, crushing, deformation, or signs of opening. If abnormalities are found, you may refuse to sign on the spot and immediately contact customer service with photos of the package.
2. Feedback on Internal Item Issues: If you find issues such as missing bracelets, braiding damage, or thread defects after signing for the package, please provide photos of the package’s exterior, damaged internal items, and your order number to customer service within 48 hours of signing for the package. Delayed feedback may affect the efficiency of issue verification.
3. Accuracy of Shipping Address: When placing an order, please provide a complete and accurate shipping address (including street name, house number, contact phone number, postal code, etc.). If the package is returned or lost due to incomplete/incorrect address information, you will be responsible for related return fees or re-shipping costs.

6. Additional Notes

1. Customs Duties & Clearance Fees: Import duties, value-added taxes, and customs clearance fees that may arise during cross-border shipping shall be borne by you in accordance with the customs policies of your country/region (these fees are not included in our services). We recommend checking local customs tax standards before placing an order to avoid delays in receiving your package due to tax issues.
2. Logistics-Restricted Regions: Only a very small number of countries/regions cannot support normal delivery due to local policy restrictions (e.g., bans on specific product categories or unavailable logistics channels). Handmade braided bracelets are deliverable to most countries worldwide. Before placing an order, you may confirm with customer service whether your destination is within the deliverable range. If your destination is found to be a restricted region after ordering, we will assist you in processing an order refund or negotiating an alternative shipping address.
3. Customer Service Contact: For logistics-related inquiries, please contact us via the “Contact Us” form on the AstralKnots website, customer service email (info@astralknots.art), or online chat tool (available 24/7 to receive messages and will respond within 24 hours during business hours, based on Los Angeles Time).