Shipping Policy
Shipping, Delivery & Our Promise
Where We Ship From
All orders are shipped directly from our fulfillment center in China. We partner with Yuntu Express (Cloud Express), a trusted cross-border logistics carrier, to deliver your orders worldwide with full tracking.
Processing Time
Orders are processed within 1–3 business days after payment confirmation. Processing includes quality inspection, packaging, and handing over to the shipping carrier. Orders placed on weekends or holidays will be processed on the next business day.
During peak seasons (Black Friday, Christmas, Valentine's Day, etc.), processing may take an additional 1–2 business days due to high order volume.
Estimated Delivery Times
DestinationEstimated Delivery TimeTrackingUnited States7–15 business daysFull tracking includedEurope (UK, EU)10–20 business daysFull tracking includedCanada, Australia10–20 business daysFull tracking includedOther International15–30 business daysFull tracking included
Delivery times are estimates and begin after your order has been shipped, not from the order date. While we work hard to deliver within these timeframes, occasional delays may occur due to customs processing, carrier delays, weather, or holidays — especially during peak seasons.
Shipping Costs
Shipping costs are calculated at checkout based on your destination and order weight. The exact shipping fee will be displayed before you complete your purchase.
We currently offer flat-rate shipping for all international orders. Any free shipping promotions will be automatically applied at checkout when eligible.
Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also track your order by clicking "View your order" in your confirmation email.
Please allow 2–3 business days for tracking information to become active after receiving your shipping confirmation.
Multiple Items in One Order
If your order contains multiple items, they may ship together or separately depending on availability and production status. If items ship separately, you will receive tracking information for each package.
Customs, Duties & Taxes
For international orders, your package may be subject to customs duties, taxes, and fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in the product price or shipping cost.
We recommend checking with your local customs office for information on potential duties and taxes. We are not responsible for delays caused by customs processing.
For orders shipped to the EU: As of July 1, 2021, all commercial goods imported into the EU are subject to VAT. Depending on the value of your order, VAT may be collected at checkout (IOSS) or upon delivery by your local postal service.
Shipping Address Accuracy
Please ensure your shipping address is complete and accurate at checkout. We are not responsible for packages lost, delayed, or returned due to incorrect or incomplete addresses. If you need to update your shipping address after placing an order, please contact us at support@simonandlayan.com immediately — we can only make changes before the order has been shipped.
Lost or Delayed Packages
If your package has not arrived within the estimated delivery timeframe, please first check your tracking information. If tracking shows no updates for 7+ days, or if the package appears to be lost, please contact us at support@simonandlayan.com with your order number, and we will work with the carrier to resolve the issue.
If a package is confirmed lost by the carrier, we will offer a full refund or resend your order at no additional cost — your choice.
The Simon & Layan Quality Promise
We stand behind every piece we create. If your item arrives damaged, defective, or significantly different from what you ordered, we will make it right — no need to return the original item. Simply email us a photo of the issue, and we will send a free replacement or issue a full refund.