Shipping Policy
1. Scope of Application
These Terms apply to all orders for eyewear and sunglasses purchased through our website (virtuospro.com), email ([email protected]), and other channels for delivery within the European Union. Shipping matters are subject to the EU Consumer Rights Directive and member state logistics regulations.
2. Shipping Time
2.1 Typical Delivery Time
Once your order is confirmed and payment has been received, we will prepare and ship the product within 5-7 business days. Shipping delays may occur in the following situations:
Incomplete order information or disputes (e.g., unclear address, payment anomalies);
Temporary stock shortages (we will notify you by email within 24 hours and work out a solution);
2.2 Shipping Notification
After your order is shipped, we will email you a shipping confirmation containing the tracking number, carrier information, and estimated delivery time. You can track your shipment status through the "Order Tracking" function on virtuospro.com or the carrier's website.
3. Shipping Time and Method
3.1 Shipping Cycle
The shipping time within the EU (calculated from the date the product is shipped) is 20-40 business days. The specific time is affected by the following factors:
Destination Country/Region: Remote areas may experience an extension of 3-5 business days.
Peak Shipping Periods: During Christmas and summer sales, there may be a delay of 5-7 business days.
Customs Clearance: International shipping may experience a 1-3 business day fluctuation due to customs clearance procedures.
3.2 Shipping Method
We primarily use mainstream EU logistics carriers (such as DHL, DPD, Royal Mail, etc.).
All orders are provided with full logistics tracking to ensure that customers can track the location of their shipments in real time.
For high-value customized products, insured shipping is used by default.
4. Shipping Fees and Payment
4.1 Fee Schedule
Basic Shipping Fee: Calculated based on the order amount and destination country/region. The specific amount will be displayed in real time on the checkout page.
4.2 Costs
Routine shipping costs are payable by the customer at the time of ordering.
Return shipping costs for returns or exchanges due to product quality issues are borne by us (relevant proof is required).
Return shipping costs for unconditional returns are borne by the customer (in accordance with the EU Returns and Exchanges Policy).
5. Division of Liability and Transfer of Risk
5.1 Pre-Shipping Liability
If a customer cancels an order before shipment, they will be required to pay a 5% restocking fee.
5.2 Shipping Liability
If a product is damaged, lost, or mis-shipped during shipment, we will arrange for a replacement or full refund within 3 business days of receiving customer feedback (requires logistics records and product photos).
Re-shipping costs incurred due to an incorrect delivery address provided by the customer are the customer's responsibility.
5.3 Risk Transfer Point
The risk in the product transfers upon receipt by the customer. All risks prior to receipt are borne by us and the carrier. Customers should inspect the packaging for integrity upon receipt. If any damage is found, they may refuse to accept the package and contact us immediately ([email protected]).
6. Special Circumstances
6.1 Force Majeure Delays
In the event of shipping delays due to force majeure factors such as natural disasters, logistics strikes, or customs policy adjustments, we will notify customers within 24 hours of becoming aware of the situation and offer them the option to postpone delivery or cancel their order. Cancellations will receive a full refund.
6.2 Excessive Delays
If shipping time exceeds 40 business days and is not due to force majeure, customers may request:
A full refund.
7. Dispute Resolution
Disputes related to shipping may be initially resolved through negotiation with us at [email protected]. If negotiation fails, customers may file a complaint with their member state's consumer protection authority or the EU Online Dispute Resolution (ODR) platform (link).
8. Updates to Terms
These Terms are subject to timely adjustments based on changes in logistics policies and EU regulations. Updated terms will be posted on virtuospro.com. Contact Us:
Logistics Inquiries: [email protected]