Knowledge base

When will my order ship out?

Order Processing:

Orders placed between Monday and Friday will be processed within 48 hours (usually less than 24 hours).

Orders placed on Saturday and Sunday will be processed first thing on Monday morning (GMT+8).

Orders placed on a public holiday will be processed on the next business day.

Shipping Notification:

You will receive another notification with a tracking number and tracking link once your order has shipped.

How long will it take to receive my order?

The delivery time for your order depends on the shipping method selected and various factors such as international flights and customs clearance. Generally, the estimated delivery times are:

  • Express Shipping: Typically takes 2-5 days.
  • E-commerce Standard Shipping: Usually takes 5-14 days.

Please note that these times are estimates and actual delivery times may vary based on international flight schedules and import customs processes.

Will I have to pay taxes when ordering from EOZVR in the EU?

As a B2C international business, EOZVR ships products globally, including to customers in the EU. Here’s what you need to know about taxes:

When you order from EOZVR and your delivery address is within the EU, your order may be subject to import taxes, customs duties, and VAT. These charges are typically assessed by the customs authorities in the destination country. The amount of these charges can vary depending on the value of the goods, the classification of the items, and the specific regulations of the destination country.

Please note the following:

  1. Import Taxes and Duties: These are levied by the destination country and are not included in the purchase price. You may be required to pay these fees upon delivery.
  2. VAT (Value Added Tax): This may also be applied to your order and is based on the destination country's VAT rate.
  3. Customs Clearance: The time it takes for your order to clear customs can affect delivery times.

We recommend checking with your local customs office for detailed information on the potential charges and procedures. EOZVR is not responsible for any additional charges that may apply once the package reaches your country.

Important: If you refuse to pay the taxes and duties upon delivery, the package will be held at the local shipping facility and will not be returned to EOZVR due to high return shipping costs and import taxes. EOZVR will not be responsible for any loss of the package in such cases.

For a smooth shopping experience, it's helpful to be aware of your country's import regulations and prepare for any additional costs that may arise.

What if my parcel/pacakge is lost?

If your parcel is lost, please first contact your local shipping carrier to report the issue. It would be helpful to obtain a case number from them. Once you have this information, reach out to us by click below SEND US A MESSAGE. We’ll work together to resolve the issue as quickly as possible.

Can I change or cancel my order after it has been placed?

Yes, you can modify or cancel your order as long as it has not yet been shipped. If your order has already been dispatched, we regret to inform you that we are unable to recall international shipments. However, you can initiate a Return & Refund process once you receive the package.

To process your refund request, please be aware of the following:

  • A 6% fee will be deducted from your total payment to cover the transaction costs incurred by Shopify and the credit card merchant. As a community-driven startup, we must pass on these fees to our customers, and we hope you understand our position.
  • The refund amount will be calculated as follows: Refund Amount=Your Payment−(Your Payment×6%)Refund Amount=Your Payment−(Your Payment×6%)

How to Initiate a Return & Refund:

  1. Contact our customer service team within 7 days of receiving your package.
  2. Provide your order number and details about the reason for the return.
  3. Follow the instructions provided by our team to ensure a smooth return process.
  4. Once we receive and inspect the returned item, your refund will be processed, and the deducted fees will be communicated to you.
  5. Return & Refund Amount = Your Payment - 6% Transaction Fees - shipping cost

We value your business and appreciate your understanding of our policies. If you have any further questions, please do not hesitate to reach out to us.

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