Shipping Service

1. Shipping Instructions: you can choose the appropriate shipping method when placing an order. Goldenshein.com mainly offers shipping methods including DHL, and other shipping methods. You understand that different shipping methods may have different shipping costs with different delivery time.

2. Shipping Cost Prepaid: when you place an order, Goldenshein.com will charge you the shipping cost. However, considering the difference in the estimated weight, the volume of the products, and other factors, the shipping cost on Goldenshein.com is only the estimated cost, which is for reference only, and the actual shipping cost shall prevail. If the actual shipping cost exceeds the prepaid cost due to the difference in weight and volume of the goods, Goldenshein.com shall have the right to charge the shipping cost difference from you.

3. Remote Countries: for some packages shipping to remote countries and regions, you may not have the tracking information sometimes. Those remote countries only provide postal transport which is slow with a limited number of flights. So, most packages will be in transit waiting for the flight to the destination without any tracking information. If the buyer has not received the goods, please contact the local post office first. Tracking information that can be found on the third-party website cannot be further inquired or urged.

4. Customs Clearance: customs clearance may be difficult and slow in certain remote countries including but not limited to: Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.

5. Shipping Track: you can track shipping information through the tracking website provided by Goldenshein.com or other third-party websites. For some remote countries, the shipping information cannot be tracked. Please timely contact the local post office for more information.

6. Price Change: Goldenshein.com will change shipping costs periodically or seasonally according to the third-party carriers’ prices.

7. Oversized Products: oversized product refers to the product whose volume weight is greater than the actual weight.

   Shipping Cost Difference: due to the product characteristics, there may be a difference between the actual weight and the system weight after packing. If the product is oversized, Goldenshein.com has the right to charge the additional shipping cost according to the volume weight. You shall make up the shipping cost difference.

8. Reshipment: if the products are returned to the sender or carrier due to your own reasons (for example, wrong address, the recipient being away, failure to contact the recipient, etc.), Goldenshein.com has the right to ask you to pay for the reshipment costs when the carrier offers reshipment services. Otherwise, you will bear the loss.

9. Remote Fee: to ensure normal order fulfillment, Goldenshein.com has the right to charge additional remote fees when your packages are shipped to certain remote countries.

10. Goldenshein.com shall not be liable for any damage, loss, delay, or non-delivery of the packages due to the following reasons:

(1) Force Majeure: “Force Majeure” refers to the objective factors or accidents that are unpredictable, uncontrollable, or unavoidable, including but not limited to earthquake, fire, snow disaster, storm, heavy fog, and severe weather; strikes, terrorist incidents, traffic accidents, amendments to regulations and policies, acts, decisions or orders of the government or judicial authorities; violent crimes such as robbery, drive-by robbery, etc.

(2) Damage caused by the natural characteristic, inherent defects or reasonable wear and tear of the goods.

(3) Delays in receiving the goods or failure to deliver the goods due to the customer’s own reasons.

If the packages cannot be delivered due to the customer’s own reasons, such as the failure to contact the customer or the wrong receiving address, Goldenshein.com will provide free storage service in case free storage by the overseas carrier is available. You shall contact the Goldenshein.com agent to pick up the goods in time, and you shall bear the additional costs arising therefrom. If the packages cannot be delivered after the free storage period, Goldenshein.com has the right to dispose of the package, and your payment will not be refunded.

Refund, Resend and Returns Policy

Please review the following policies carefully.

ALL DISPUTES SHALL BE OPENED ON Goldenshein.com. OTHERWISE, Goldenshein.com WILL BLOCK YOUR ACCOUNT PERMANENTLY.

Goldenshein.com offers a quicker dispute solution and will appreciate it a lot if you provide:

1. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.

2. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).

3. The products need to be returned to Goldenshein.com if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, Goldenshein.com will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Goldenshein.com warehouse. Following countries and shipping methods may be different:

1. For orders shipped to the USA, it will be counted 45 days after orders departed from Goldenshein.com warehouse.

2. For Brazil, it is after 110 days counting from the date that order departed from Goldenshein.com warehouse due to the strict customs clearance at Brazil.

3. For Goldenshein.com Liquid Line to all counties, Goldenshein.com will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Goldenshein.com warehouse.

4. For some special shipping methods, Goldenshein.com cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Goldenshein.com will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

2. Ordersnot Received.

Goldenshein.com will not deal with the refund or resend if the tracking information shows the order is delivered.

1. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

2. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

   a) Incorrect/insufficient address

   b) No such number.

   c) Unknown recipient.

   d) Refused.

   e) Do not pick up in time.

   f) No safe delivery location.

   g) Uncleared customs.

   h) Others.

Notes:

1. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Goldenshein.com takes no responsibility if products have been lost.

2. If the logistics company provides return service to China, Goldenshein.com will put the products in your private inventory and will not refund them when we receive the returned items.

3. Goldenshein.com cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3. Products Damaged.

Goldenshein.com offers a full refund or a replacement if packages arrived are badly damaged.

Goldenshein.com offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

1. For fragile products, a refund is highly recommended.

2. For damaged packing boxes, Goldenshein.com cannot offer any refunds or other after-sale services due to the long-distant international delivery.

3. For ordinary, electronic products, Your clients shall complain or open a dispute to you within 30 days after packages are delivered.

4. For service products, Goldenshein.com refunds you the cost of the product which is the price in China market. If you have Goldenshein.com quality inspection service. Otherwise, Goldenshein.com will not take any responsibility for them.

4. Incorrect or Missing Products.

Goldenshein.com has a strict quality control process before products are dispatched. Goldenshein.com will deal with incorrect or missing products as follows:

1. For incorrect products, Goldenshein.com offers a full refund or replacement.

2. For products with wrong color, size which doesn’t affect product function, etc., Goldenshein.com offers a refund or resend if you provide a screenshot of your clients’ complaint including name, content and date.

3. For parts missing which doesn’t affect product function, Goldenshein.com may refund partially or resend the missing part; for parts missing which affect product function, Goldenshein.com will resend the product only.

4. For accessories, Goldenshein.com will resend the accessories.

Notes:

For size problem, Goldenshein.com will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders Cancellation.

For orders cancellation, Goldenshein.com offers a full refund before products are processed by warehouses.

1. After payment, POD orders cannot be canceled as it is customized.

2. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.

3. After payment, video and photo orders cannot be canceled as Goldenshein.com has planned and prepared for you after payment.

Important Interpretation

1. Deadline of Opening Dispute.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

2. Force Majeure.

Goldenshein.com takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.

3. Shipping Method Limits.

Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities.

Notes:

When choosing certain shipping methods, the remote addresses will be charged additional cost.

4. Destination Limits.

Due to limited international transportation, Goldenshein.com will not accept any disputes when your orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iran, Iraq, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, El Salvador, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

5. Return.

Products can be returned to Goldenshein.com China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Goldenshein.com China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

Please return products within 30 days after receiving products.

What is the refund method?

1. The refund will be sent to your original form of payment based on the refund method you chose.

2. If you did not select a refund method, we will proceed according to your choice in the refund record.

Note: Orders paid by SHEIN Gift Card will return to the Gift Card by default.

When will I receive my refund?

Once the refund has been processed, you will receive a refund notification email. Refund time depends on your refund method and bank.

Gift Card: 24 hours

Wallet: 24 hours

PayPal: 1-5 business days

Credit/Debit Card: 1-15 business days

How can I get a refund if my credit/debit card is no longer valid or has expired?

For security reasons, the refund will only be processed to the original card from which the payment has been deducted.

If your original card has expired or is no longer valid, you may contact the card issuer (your bank or card company) for assistance; they will still be able to receive the money on your behalf.

What is ARN?

ARN stands for Acquirer Reference Number. Some debit/credit cards will generate the ARN when the refund is successful. The ARN will be displayed on the ‘Refund Details’ page

If you have not received your refund within the standard time frame, please use the refund Acquirer Reference Number to contact your bank for more status updates and information.

Why is the received amount less than the refund amount?

1. The bank charges a commission fee.

2. The exchange rate has changed compared to that of the payment.

3. Refunds are used to deduct installment fees.

4. The refund is for the actual price paid, not the sale price.

If you receive less than the original amount, you may contact your bank to check the above scenarios.

Note: The original shipping fee is non-refundable.

Can I Still Return Items If They Are Worn, Damaged, Or Have The Tags Removed?

You can only return items that are unworn, unwashed, undamaged, have the original tags attached and hygiene sticker (if applicable) intact.

Non-Returnable Items

1.The following items cannot be returned or exchanged: bodysuits, lingerie, underwear, jewelry, accessories, cosmetics pet products, and any other items for which return or exchange is noted as not being supported.

2.Items with non-returnable marks and free gifts cannot be returned.

3.Customized items cannot be returned or exchanged. In addition, order cancellation for customized items is not supported.

Important Notice

1.Please do not send your return to the sender’s address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the Return Label we provide even if you are using your own shipping.

2.Please make sure you do not include non-Goldenshein.com items by accident in your return package. We will not be responsible for sending back those items to you.

3.If you return an item that does not qualify for a return under the return policy, we reserve the right not to issue a refund.

6. Service Products.

Service products apply to the following interpretation.

1. Any disputes arising from products damaged or shipping delayed, Goldenshein.com may not refund the product cost.

2. Any disputes arising from bad quality, Goldenshein.com may not accept as the supplier is not Goldenshein.com.

3. For service products withoutGoldenshein.com’squality checking inspection, Goldenshein.com may not accept the disputes.

7. Unacceptable Disputes.

Goldenshein.com shall not accept any unreasonable disputes, including but not limited to:

1. The buyer does not like it.

2. The product description is not real.

3. Products smell unusual.

4. The buyer ordered the wrong items or SKU.

5. The shipping address was provided incorrectly.

6. Product difference was negotiated in advance.

7. Tracking information deleted by logistics companies or local post offices.

8. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

Refunds

1.Refunds will typically be processed within 7 days after we receive your return package. The refund will be issued to the original payment method, as per your request.

Unfortunately, due to transportation delays, your refund may require an additional approximate 5-8 days to process. Thank you for your patience and understanding.

2.The original shipping fee and insurance, if any, are non-refundable.

NOTE: If you have any issues with your return, you must contact Customer Support within 30 days after your purchase date.

Additionally, you agree not to:

Use the Services for any unlawful purposes, or in a way that could violate any applicable federal, provincial, local, or international law or regulation;

To engage in any conduct that restricts or inhibits anyone’s use or enjoyment of the Services, or which, as determined by us, may harm us or other persons using the Services or expose us or them to liability;

Use the Services in any manner that could disable, overburden, damage, or impair the Site or Apps or any other party’s use of the Services;

Use any robot, spider or other manual or automated device, process, software or means to index or access the Services for any purpose;

use any improper or fraudulent means (such as using simulators, unauthorised plug-ins, or other illegal or malicious tools; creating multiple accounts for unjustifiable purposes; altering device code; engaging in other violations);

engage in unusual account activities, including but not limited to:

1. i. Filing multiple fraudulent claims of delivered but not received items/or received missing items or wrong items;

2. Multiple times returning non-Goldenshein.com items or returning items don’t meet the return requirement laid out in the Return Policy ;

iii. Goldenshein.com is notified by a regulatory authority, court or financial institution regarding a card fraud associated with the User Account.

Use the Services to distribute unsolicited promotional or commercial content, or solicit other persons using the Services for commercial purposes; or

Otherwise attempt to interfere with the proper working of the Service.

Account Creation and Termination. In order to access some features or services available on the Services, you will have to create a Goldenshein.com user account ( “User Account” ), including setting up a password. You may not use another person’s account or password.

You are solely responsible for protecting the confidentiality of your User Account and the information you hold for your account, including your password, as well as any and all activity that occurs under your User Account. In no event shall we be liable for any loss, theft or fraudulent use of your User Account. You agree to immediately notify us of any unauthorized use of your User Account, password, or any other breach or threatened breach of the Site or App’s security. You warrant and confirm that you will only use your own User Account or password.

If you already have an account as of the Effective Date of these Terms, your account will be administered by Goldenshein.com Distribution Canada Limited. Your Wallet (defined below) will only work in the Canada. If you reside in one country but order products to be shipped to another country, you may be redirected to the site serving the country to which the products are shipped.

We reserve the right to terminate accounts and/or cancel orders in our discretion, including, without limitation, if we believe that your conduct violates applicable law or is harmful to our interests. You may terminate your User Account at any time, for any reason, by following any such instructions within the Site or App, or by contacting us as described in the “Contact Us” section below. If your Wallet (defined below) holds promotional points, promotional coupons or wallet credit at the time of termination or cancellation of your User Account, you may lose those assets, except as provided by applicable law, if you do not reach out to Customer Service

By creating an account with us, you acknowledge that we may send you promotional or marketing emails from time to time and consent to receiving such emails. If you do not wish to receive those emails, please use the link provided in those emails to unsubscribe from our email list.

Accurate Information.

You must provide true, accurate and complete data when making a purchase, and it is your sole responsibility to make certain that such data is true, accurate, and complete. All consignee names, addresses and payer names must also be true, accurate and complete. If any information is missing, incomplete or otherwise incorrect, and that leads to a shipment delay or cancellation, Goldenshein.com will not be responsible for any such delay or cancellation and will not pay or offer any compensation in relation to same.

ERRORS

While we strive to provide accurate information on the Website and Apps, typographical errors, inaccuracies, or omissions that relate to pricing, product descriptions, availability, and offers may occur. Subject to applicable law, we reserve the right to correct any errors, inaccuracies, or omissions and to change or modify information or cancel orders if any information on the Website or the Apps is inaccurate at any time without prior notice, including after your order has been submitted.

Goldenshein.com always try to offer the best service. If you have any other questions, please feel free to contact us .