Where we ship

We currently accept orders for delivery addresses in selected international destinations only. Available destinations are shown at checkout. We do not currently ship to other countries or regions.

We may add additional destinations in the future. When new destinations become available, they will appear at checkout and this policy will be updated. We may be unable to deliver to certain territories, PO boxes, military addresses or restricted locations, depending on the product and carrier route.

Order processing

Most orders are processed, sourced where required and prepared within 1–3 business days after payment is confirmed. Weekends and public holidays are not business days. Personalised, pre-order, made-to-order or unusually large orders may require additional time; any different lead time will be stated on the product page or confirmed by email.

During major promotions, Lunar New Year, Christmas and other peak periods, processing may take longer. We will contact you if a material delay affects your order.

Estimated delivery times

The ranges below begin after payment is confirmed and include up to 3 business days for order processing, sourcing and preparation. They are planning estimates and not guaranteed arrival dates.

YunExpress and local delivery partners

Most international parcels are shipped through YunExpress. YunExpress manages the cross-border journey and may transfer your parcel to a postal service or courier in the destination country for customs clearance and final-mile delivery.

Because of this handover, tracking may briefly pause between countries, show a second local tracking number, or update on the local carrier’s website before it appears on the YunExpress page. This does not necessarily mean the parcel is delayed or lost.

Tracking your order

1. After dispatch, we email your YunExpress or carrier tracking number.
2. Allow up to 2–5 business days for the first meaningful scan to appear.
3. Follow the destination-carrier link shown in tracking for final-mile updates.

If tracking has not updated for 10 business days, or the estimated window has passed, email support@longwinshop.com with your order number. We will investigate with the carrier. Carrier investigations can take time, and we will keep you informed.

Shipping charges

We currently charge a flat standard-shipping fee of US$7.99 for eligible orders. Available destinations, shipping charges and any exclusions, minimum-order requirements or promotional conditions will be clearly shown at checkout before payment.

Import duties, taxes and charges assessed by customs authorities or local carriers are separate from shipping charges and are addressed below.

Import taxes, duties and customs

Orders delivered to international destinations may be subject to import taxes, duties, brokerage, handling or administrative charges, depending on the applicable rules and shipping route. Any applicable DDP import duties and taxes are calculated and displayed at checkout based on the delivery destination and shipping route. If checkout expressly states that duties and taxes are included or prepaid, we will arrange payment through the applicable shipping route. Otherwise, the recipient is responsible for charges assessed by the destination country or local carrier.

Customs rules and thresholds differ by destination and can change. Please check your local authority’s guidance before ordering. We cannot undervalue an order, mark a commercial order as a “gift”, or provide false customs information.

If a parcel is refused, unclaimed or returned because destination charges were not paid, we may deduct actual outbound shipping, return shipping, customs and handling costs from any refund, but only to the extent permitted by law.

Delivery addresses

Please check the recipient name, street address, apartment or unit number, city, region, postal code and telephone number before paying. Contact us immediately if an address is wrong. We cannot guarantee changes after fulfilment begins.

If a parcel is returned because the address supplied at checkout was incorrect or incomplete, or because delivery was repeatedly refused or missed, we can discuss reshipment or refund after the parcel returns to us. Additional shipping and carrier charges may apply, subject to applicable law.

Split shipments and packaging

We may split an order into more than one parcel to protect fragile items, comply with route limits or dispatch available items sooner. If we do, you may receive multiple tracking numbers. You will not be charged additional shipping merely because we choose to split the order.

We package products with reasonable care for international transport. Gift-ready packaging is included only where shown on the product page or selected at checkout.

Delayed, lost or marked-delivered parcels

Delayed parcels

If we cannot dispatch within the promised time, we will notify you and offer the options required by applicable law, which may include accepting a revised date or cancelling for a refund. For US orders, we will seek consent to a material shipping delay or provide a prompt refund where required.

Marked delivered but not found

Check safe places, household members, neighbours, building management and the local carrier. Contact us within 7 days of the delivered scan so we can open an investigation. This reporting request does not reduce any non-waivable legal rights.

Lost or damaged in transit

If the carrier confirms loss, or the parcel arrives visibly damaged, contact us at support@longwinshop.com. Keep all packaging and provide clear photographs where possible. We will arrange an appropriate remedy, such as replacement or refund, in accordance with applicable law and our Returns & Exchanges Policy.

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