Shipping Policy

Enter your address at checkout. If we cannot deliver to it — a country we do not serve, or an address a carrier will not take — we tell you by email before any payment is arranged, and the order is cancelled at no cost to you.

We do not deliver to a postal locker or a forwarding service unless you have agreed it with us first, because neither can be traced if a parcel goes missing.

1. You place the order. Nothing is charged, and no card details are taken on this site.
2. We email you the payment details, normally within one business hour. Your items are held for you until it is settled.
3. Once payment is arranged, the order is packed and dispatched.
4. When the carrier gives us a tracking number, we send it to you.

Business hours are working days. An order placed on a Friday evening or a public holiday is answered on the next working day.

We give you a delivery estimate when we confirm the order, because it depends on where the parcel is going and which service it goes by.

An estimate is an estimate. Carriers run late, weather closes roads and customs offices take the time they take, and none of that is within our control. What we do promise is to tell you when we know something has slipped, rather than leaving you to wonder.

The delivery charge is shown in the basket at checkout, before you place the order. Where no delivery charge is shown, there is none — it is included in the price of the goods.

The total on your order confirmation is the whole amount: goods, delivery and any tax. Nothing is added afterwards by us.

For a delivery that crosses a border, the destination country may charge import duty, VAT or a handling fee. Those charges are set by that country and are the recipient's to pay — they are not part of what you paid us, and we cannot calculate them for you in advance.

A parcel refused at customs and returned to us is refunded for the goods; the delivery cost and any charge the carrier passes on cannot be.

We send parcels to the address on the order, exactly as it was given. Check it before you order — and if you spot a mistake afterwards, write to support@caozitou.store immediately: if the parcel has not left us we will change it, and if it has, we will do what the carrier still allows.

A parcel delivered to a wrong address that we were given cannot always be recovered, and the cost of sending a replacement is not something we can absorb.

If the tracking has not moved for several days, or a parcel arrives damaged, write to support@caozitou.store with your order number and a photograph if there is damage to show. We open the claim with the carrier — that is ours to do, not yours — and you get a replacement or a full refund.

A parcel the carrier records as delivered but you have not received is worth checking for first: with neighbours, with the building's reception, and in the safe place the carrier's photograph shows. If it is genuinely gone, tell us and we will treat it as lost.