Shipping policy

01. OUR LOGISTICS & FULFILLMENT STRATEGY

At CustoMyLove, we believe the delivery journey is a vital part of your brand experience. Our international logistics network is designed to ensure every order is managed with professional precision and delivered with complete integrity.

To maintain premium quality and optimized value, CustoMyLove operates an integrated global distribution model. By collaborating directly with specialized production partners and international fulfillment hubs, we achieve:

  • Direct Excellence: We simplify the supply chain to bring curated collections to your doorstep without unnecessary middle-market layers.

  • Operational Efficiency: Shipping from centralized distribution points reduces overhead, allowing us to maintain competitive pricing for our worldwide clientele.

  • Optimized Transit: Our logistics routing is engineered to minimize redundant transit legs, ensuring a more intentional and effective delivery process.

02. PROCESSING TIMELINES & SHIPPING FEES

Every CustoMyLove order undergoes a detailed quality inspection and secure packaging protocol before dispatch.

  • Standard Processing: Please allow 2 – 4 business days for our team to prepare and hand over your package to our carrier partners.

  • Peak Periods: During high-volume seasons or holidays, processing times may extend up to 5 business days.

  • Flat-Rate Shipping: We offer a transparent global shipping structure. A flat fee of $5.99 is applied to all international orders.

03. ESTIMATED DELIVERY WINDOWS

Because our items are dispatched through an optimized global network, delivery durations vary based on the destination's proximity to our fulfillment centers:

Destination Region Estimated Delivery Time
United States 10 – 15 Business Days
Canada / UK / Australia 11 – 16 Business Days
Rest of the World 15 – 20 Business Days

Note: These timeframes are informed estimates based on current logistics data and are not absolute guarantees. We appreciate your patience as we ensure your items are transported safely.

04. SHIPMENT TRACKING & TRANSPARENCY

Once your CustoMyLove package is dispatched, an automated confirmation email containing your unique tracking identifier will be sent to your registered address.

  • System Synchronization: Please allow 1 – 3 business days for the carrier's system to update the tracking status after the initial label generation.

  • Transit Status: If updates do not appear immediately, rest assured your order is moving securely through the international postal network.

05. CUSTOMS, DUTIES & TAXATION

International shipments are processed under DDU (Delivered Duty Unpaid) terms.

  • Recipient Responsibility: Any localized customs fees, import duties, or taxes levied by your country’s authorities are the sole responsibility of the recipient.

  • Regulatory Variance: Policies differ by jurisdiction. CustoMyLove is not liable for logistical delays resulting from local customs clearance procedures.

06. MODIFICATIONS & CANCELLATIONS

Our automated system initiates fulfillment shortly after an order is confirmed to minimize wait times.

  • Grace Period: For address corrections or cancellations, you must contact us at service@customylove.shop within 12 hours of purchase.

  • Finality: Once an order reaches "Processing" or "Shipped" status, we are unable to implement further modifications.

07. TRANSIT PROTECTION & SUPPORT

Your satisfaction is our primary benchmark. If your shipment encounters difficulties, our support team is ready to assist.

  • Damaged Items: If an order arrives compromised, please provide photographic evidence to service@customylove.shop within 72 hours of delivery for a replacement.

  • Lost Shipments: If a carrier officially confirms a package as lost in transit, CustoMyLove will dispatch a replacement at no additional cost.

CONTACT OUR LOGISTICS TEAM

For specific inquiries regarding your shipment status, please reach out to:

  • Email: service@customylove.shop

  • Address: GOOD YICK LIFE LIMITED, GROUND FLOOR & MEZZANINE FLOOR, NO.238 YU CHAU STREET, SHAM SHUI PO, Hong Kong