SHIPPING & DELIVERY POLICY

Last Updated: July 2026

At Luxali Wooden (Luxali Global JSC), we are committed to delivering our handcrafted wooden products and industrial materials safely and reliably to our global business partners and customers across the EU, America, Japan, Korea, and worldwide.

This Shipping & Delivery Policy outlines our shipping methods, processing times, and delivery terms.

1. Order Processing & Production Lead Times

Because our portfolio spans handcrafted finished items, bespoke customized pieces, and bulk industrial commodities, processing times vary by category:

  • In-Stock Standard Products: Orders are processed and dispatched within 2 to 5 business days (Monday to Friday, excluding official public holidays).

  • Bespoke & Custom Orders: Custom furniture, specialized finishes, or tailored sizes require handcrafted production. Lead times typically range from 2 to 4 weeks depending on order volume and complexity, which will be confirmed during the quotation phase.

  • Bulk Industrial Supply (Woodchips / Wood Pellets): Production, loading schedules, laycan, and shipping timelines are governed by the specific terms stipulated in your commercial sales contract.

2. Shipping Methods & Estimated Delivery Times

We partner with international freight carriers (such as DHL, FedEx, UPS) for express air shipments and ocean shipping lines for full container loads (FCL/LCL).

Shipping Type Applicable Products Estimated Delivery Time
Express Air Freight Small handcrafted items, tableware, samples, decor 5 – 10 business days
Ocean Freight (LCL/FCL) Large furniture, raw wood slabs, bulk orders 20 – 45 business days (depending on destination port)

Note: Delivery times are estimates and may be affected by customs clearance delays, weather conditions, or global logistics disruptions.

3. Shipping Rates & Tracking

  • Rates: Shipping costs are calculated at checkout or detailed in your formal Proforma Invoice/Quotation based on package weight, volumetric dimensions, destination, and selected Incoterms (e.g., FOB, CIF, EXW, DDP).

  • Order Tracking: Once your shipment is dispatched, you will receive a shipping confirmation email containing your tracking number or Bill of Lading (B/L) details to monitor the shipment in real-time.

4. Customs Duties, Taxes, and Tariffs

For international orders, shipments may be subject to import duties, value-added taxes (VAT), tariffs, or customs clearance fees levied by the destination country’s government.

  • Unless explicitly agreed upon under DDP (Delivered Duty Paid) terms in a formal commercial contract, the recipient/buyer is responsible for paying any import duties or local taxes assessed upon arrival.

  • Luxali Global JSC is not responsible for delays caused by customs authorities in the destination country.

5. Damaged or Lost Shipments

We take extreme care in packaging our handcrafted wooden products using international export-standard packaging materials. However, if your shipment arrives damaged or is lost in transit:

  1. Inspect Upon Delivery: Please inspect all packages immediately upon arrival.

  2. Document Damage: Take clear photo and video evidence of the outer packaging, shipping labels, and damaged goods.

  3. Notify Us: Contact our support team within 7 days of receipt at (Insert your official email) with your order number and documentation.

  4. Resolution: Upon verification, we will arrange a replacement, repair, or insurance claim depending on the shipping terms agreed upon.