Effective date: 27 November 2025 · Last updated: 4 January 2026
1. Scope of application
This Delivery Policy applies to the shipment services provided by Carmela Group Limited ("the Company" or "we") to registered wholesale customers (B2B) through the website carmelafashion.com ("the Website"). The Website is available only to wholesale customers who have completed business registration and passed our verification process.
2. Place of shipment
All goods are dispatched from warehouses located in Mainland China.
3. Delivery regions
The Website serves the delivery regions configured for your account region. The supported regions and their shipping rates are displayed on the Website at checkout, based on the delivery address you select, and our coverage is expanding progressively.
If your delivery destination is not among the supported regions, please contact our customer service in advance to enquire about feasibility and conditions.
3.1 Region-specific rates
Each supported region has its own rate structure. The rates that apply to your shipment are those shown for your delivery region at the time of order placement.
4. Carrier and shipping method
We dispatch all shipments through SF Express International and use the DAP (Delivered At Place, Incoterms 2020) term.
4.1 What DAP means for you
The shipping cost to the destination is borne as shown at checkout. Import clearance, customs duties, VAT or GST of the destination country, and any other import taxes or fees are the responsibility of the recipient (the customer) and must be paid on customs clearance. Prices and shipping charges are tax-exclusive.
The actual amount is determined by the customs and tax authorities of the destination country and may vary with product classification, exchange rate movements or changes in local regulations. Any estimate shown at checkout is provided for reference only.
4.2 Customs documentation
Where applicable, HS codes are provided for clothing items to assist you with customs clearance.
5. Freight calculation
Shipping fees are calculated according to the delivery region, based on the higher of the actual weight and the volumetric weight (length × width × height in cm ÷ 5000), rounded up to the next whole kilogram. Any fraction of a kilogram is charged as 1 kg.
The applicable freight is calculated and displayed in real time on the checkout page, based on the delivery address you select and the items in your cart. Any further supported regions will each have their own rate structure, as shown on the Website.
6. Delivery timeframe
Once a parcel is dispatched from Mainland China, the estimated transit time is the estimate configured for your delivery region and displayed on the Website, including on product pages and at checkout. That estimate excludes customs clearance in the destination country, which typically adds 1–5 working days depending on workload. We cannot guarantee an exact delivery date.
6.1 Order processing
Orders are processed within approximately 5 business days before dispatch.
7. Order tracking
Once the parcel is dispatched, you will receive an email containing the tracking number. You may also check the latest status in your member account on the Website.
8. Receipt and inspection
Please inspect the packaging on arrival. Where visible external damage or missing items are apparent, please note this with the carrier wherever possible and contact our customer service promptly. The Company accepts no liability for transport damage discovered after the parcel has been signed for; claims for damage or loss in transit are filed with the carrier.
9. Returns and exchanges (B2B wholesale)
As the Website operates on a business-to-business (B2B) wholesale basis, all sales are final. A claim is accepted only where goods are seriously discrepant with the order or defective. Such goods must be reported within 7 days of delivery to julia@carmelafashion.com or contact@carmelafashion.com.
10. Contact us
For any delivery-related enquiries, please contact us during business hours:
Email: contact@carmelafashion.com
Tel: +852 5115 7176 (Hong Kong) / +33 6 10 98 43 05 (Europe)
11. Governing law and amendments
This Delivery Policy forms an integral part of the contract between you and Carmela Group Limited and is governed by the laws of Hong Kong. Any amendments will be published on this Website; continued use of the Website constitutes acceptance of the revised version.
