Shipping Policy-EU
1. Shipping Destinations & Fees
Gemilai currently ships to customers within the European Union from our local EU warehouse.
We currently support shipping to the following countries:
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Germany
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France
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Spain
More European destinations may be added in the future.
EU Shipping
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We offer free standard delivery to all addresses in Germany, France, Spain currently.
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All prices include applicable VAT where required.
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No additional customs duties or import fees will be charged for orders shipped from our EU warehouse.
Shipping costs and available delivery options will be displayed at checkout.
2. Delivery Timeframes
Total delivery time = processing time + shipping time
Delivery times may vary depending on the destination, carrier, holidays, and other unforeseen circumstances.
Processing Time:
1–3 business days
EU Standard Shipping Time:
3–7 business days
Orders are shipped from our EU local warehouse to ensure faster delivery within Europe.
3. Order Cancellation & Address Change Policy
Please review your order details carefully before completing your purchase.
Order Cancellation
Orders may be cancelled free of charge before they enter the fulfillment process.
Once an order has entered the fulfillment process, cancellation may no longer be possible. If a cancellation request is received after this stage, Gemilai may deduct reasonable costs that have already been incurred, such as non-refundable processing fees or other costs directly related to order fulfillment, where permitted by applicable law.
Once an order has been shipped, it cannot be cancelled. Customers may exercise their applicable return rights in accordance with our Return & Refund Policy.
Address Changes
If you need to update your shipping address, please contact Gemilai Customer Support as soon as possible after placing your order.
Address changes cannot be guaranteed after an order has entered the fulfillment or shipping process.
For shipped orders, any address modification may be subject to additional charges imposed by the carrier. If applicable, these charges will be communicated to the customer before processing the address change.
4. Lost Item Policy
To ensure the safety of your shipment, we recommend purchasing the Seel Worry-Free Insurance. Signature is required upon delivery in all city areas.
For any claims where the carrier did not require a signature, customers must provide and submit a local police report to Gemilai and the carrier before a replacement or refund can be processed. All replacements and refunds are subject to the carrier's fees and procedures.
5. Pre-Order Information
Pre-order shipment dates are only estimates. Many factors can affect the arrival and customs clearance time of international shipments. While we strive to provide accurate shipping estimates, we cannot guarantee the exact shipping date due to circumstances beyond our control. In most cases, U.S. Customs clears international shipments promptly, but sometimes it may take several days or even weeks.
6. Shipping Carriers & Methods
Gemilai partners with reliable European logistics providers, including DHL, DPD, GLS, UPS, and other local delivery partners.
The carrier will be selected based on your destination and order requirements to provide the best delivery experience.
7. Multiple Package Shipments
Due to product weight/volume/warehouse considerations, your order may be split into individual product packages for shipping. Because of system limitations, only one tracking number may be provided initially. If you receive only part of your order, please wait a few additional days for remaining packages to arrive.
To obtain tracking numbers for split shipments, contact presales support at support@gemilaicoffee.com.
We sincerely apologize for any inconvenience and appreciate your understanding.
8. Order Refusal & Returns
If you refuse to accept the package due to a wrong delivery address or change of mind, you can request a refund. However, the return shipping fee will be deducted from the total amount refunded. If the package is returned to us undelivered, any refund issued will be processed after deducting the return shipping fees.
9. Incorrect or Damaged Items
If you receive a different product than what you ordered, or if items arrive damaged, please contact customer support:
Sales Email: sales@gemilaicoffee.com
Customer Support Email: support@gemilaicoffee.com
Service Time: 09:00-18:00 (Monday to Friday)EST
Thank you for choosing Gemilai.