Page Title: Shipping Policy

Last Updated: November 1, 2025

Thank you for choosing Basketgem's hand-woven baskets! We understand you are looking forward to receiving your carefully crafted items. Below is our detailed shipping policy.

1. Order Processing

Processing Time: All orders require 3-5 business days for processing, quality checks, and careful hand-packaging. Weekends and holidays are not included in processing time. During peak sales seasons, processing times may be slightly extended, and we will notify you via email.

Order Modifications: If you need to modify or cancel your order, please contact us at basketmaker@basketgem.com within 12 hours of placing the order. Once an order has entered the packaging or shipping stage, we will be unable to make changes.

2. Shipping Regions, Time, and Cost

Shipping Regions: We currently ship via reliable carriers to the United States and major European countries.

Shipping Time: Shipping time is the processing time plus transit time. Estimated total is 10-25 business days.

Please note: These are estimates and do not include delays caused by force majeure such as weather, customs clearance, holidays, etc.

Shipping Cost: Shipping costs are automatically calculated at checkout based on your delivery address, order weight, and dimensions. You can view the shipping cost before final payment.

3. Order Tracking & Receipt

Once your order ships, you will receive a shipping confirmation email containing a tracking number and link.

Please check your shipping address carefully! You are responsible for providing a complete and accurate shipping address at the time of ordering. We are not responsible for packages lost, returned, or delayed due to an incorrect or incomplete address. Additional fees for reshipping or refunds resulting from address errors will be the customer's responsibility.

4. Customs & Import Duties (For International Orders)

For international orders (e.g., to Europe), the buyer is considered the importer of record and is responsible for all applicable customs duties, value-added taxes (VAT), and import fees.

These charges are not included in our product prices or shipping costs and are levied by your country's customs authority when the package arrives.

We have no control over, and cannot estimate, the amount of these charges. Please check your country's import tax policies before purchasing. Refusal to pay duties may result in the package being abandoned or returned, and related losses will be borne by the customer.

5. Shipping Issues

Lost/Damaged Package: We carefully pack each basket to withstand shipping risks. If your package is lost in transit or the outer packaging is severely damaged upon receipt, please contact us at basketmaker@basketgem.com within 7 days of receiving the package and provide relevant evidence (e.g., photos). We will assist you in filing a claim with the carrier and, depending on the situation, arrange for a replacement shipment or refund.

Delivery Exceptions: If tracking information has not been updated beyond the estimated time, please first contact your local post office or the carrier. If the issue remains unresolved, please contact us, and we will do our best to assist in the inquiry.

Privacy Compliance Statement:We are committed to protecting your personal data in accordance with the Personal Data(Privacy) Ordinance (Cap. 486, Laws of Hong Kong). Your information will be collected,processed, and stored securely, and will only be used for purposes directly related to ourservices. We do not disclose your personal data to third parties except as required by lawor with your explicit consent.