Purchasing & Shipping Policy

 Effective Date: 3rd April 2025

1. Free Shipping

• We are pleased to offer free shipping on all orders, regardless of the destination. All orders will be processed then shipped as outlined in our "2. Order Processing Timeline" and "3. Delivery Timeline".
  

2. Order Processing Timeline

Made-To-Order Commitment

• As part of our commitment to sustainability, all shoes from Shopa Nation Malaysia are Made-To-Order. This means your shoes will be meticulously crafted especially for you and minimal waste.

Production timeline for our artisans to craft:

• Artisan requires 5 to 20 business days.
• Note: Business days do not include public holidays, Saturdays, or Sundays.

• Shopa Nation's shoes are handcrafted by artisans based in Hong Kong and China.

Important Note

• You may cancel your order within 1 hour of placing it, provided that production has not yet started. As the majority of our products are handcrafted with meticulous care to ensure the highest quality, cancellations cannot be accommodated once production begins. This policy helps us maintain an efficient production process while delivering exceptional craftsmanship to our customers.
• We prioritize made-to-order production to reduce waste and conserve resources while delivering quality with care. If you have a specific deadline or event, we strongly encourage placing your order at least 25 business days in advance (depends on region) to allow adequate time for production and delivery.
• Once your order has been processed and shipped, you will receive a confirmation email containing a tracking number to monitor the progress of your package.

3. Delivery Timelines

To enhance your experience, we will deliver your order in separate shipments if some shoes are completed earlier than others, allowing you to enjoy them as soon as they are ready. Estimated delivery times may vary depending on the destination:

• • Note: Business days do not include public holidays, Saturdays, or Sundays.

Please note that:
We collaborate with logistics companies in Hong Kong and China to ensure efficient delivery of your orders:

• Shopa Nation leverages DHL Express Commerce (Air Freight) as our logistics provider.

4. Tracking Your Order

• Once your order is shipped, you will receive a tracking number via email.
• You can use this tracking number to monitor the status and location of your shipment on our website.

5. Customs Duties and Import Taxes

• For all orders, any customs duties, import taxes, or additional fees imposed by the destination country are not included in the product price or the free shipping offer.
• These charges are the sole responsibility of the customer and must be paid directly to the relevant customs or tax authorities upon delivery.
• Shopa Nation Enterprise is not liable for any delays caused by customs procedures or additional fees incurred during customs clearance. Customers are encouraged to check with their local customs office for detailed information on potential charges before placing an order.

6. Delivery Issues

• Incorrect Address: Please ensure the shipping address provided during checkout is accurate and complete. Shopa Nation cannot be held responsible for orders that are delivered to incorrect or incomplete addresses due to customer error.
• Lost or Stolen Packages: Once a package is marked as delivered by the carrier, it becomes the customer’s responsibility. For assistance, please contact the carrier directly or reach out to our customer service team for support.
• Undeliverable Packages: If a package is returned to us due to an incorrect address, refusal of delivery, or being unclaimed, additional shipping charges may apply for re-delivery. Please double-check your shipping information at the time of purchase to avoid any delays or additional costs.

7. Force Majeure and Shipping Delays

We strive to process and ship all orders within the specified timeframes. However, certain unforeseeable and unavoidable events beyond our reasonable control ("Force Majeure Events") may cause shipping delays, disruptions, or prevent us from fulfilling orders as expected. These events include, but are not limited to:

• Natural disasters (e.g., earthquakes, hurricanes, floods, fires)
• Acts of war, terrorism, or civil unrest
• Government-imposed restrictions, embargoes, trade bans, or regulatory changes affecting supply chains
• Labor strikes, industrial disputes, or supply shortages
• Pandemics, epidemics, or public health crises
• Severe transportation disruptions, including customs clearance delays, port congestion, or courier operational failures
• Cyberattacks or digital infrastructure failures affecting order processing or logistics

Impact on Refunds & Order Fulfillment

1. Delays Caused by Force Majeure Events:

   • Shopa Nation shall not be liable for shipping delays resulting from Force Majeure events.
   • Customers will not be eligible for refunds solely due to shipping delays caused by such events.
   • We will make reasonable efforts to inform affected customers and provide updates on expected delivery timelines.

2. Order Fulfillment in Exceptional Circumstances:

   • If a Force Majeure event affects our ability to fulfill all orders for similar products, Shopa Nation reserves the right to prioritize fulfillment based on available stock and resources.
   • In cases where an order cannot be fulfilled at all, we may, at our discretion:
     • Offer a store credit or alternative product of equivalent value.
     • Issue a partial or full refund, only if fulfillment is permanently impossible.

3. Legal Compliance & Consumer Protection:

   • Under the Consumer Protection Act 1999 (Malaysia), refunds are not mandatory if delays are caused by extraordinary circumstances outside our control.
   • However, in accordance with fair business practices, we will assess each situation individually and may provide a resolution based on reasonableness and feasibility.

By placing an order with Shopa Nation ("we," "us," or "our"), you acknowledge and accept that Force Majeure events may cause delays beyond our control. You agree that such delays do not constitute grounds for cancellation or refund unless otherwise determined at our discretion, in accordance with the policies outlined above.

8. Changes or Cancellations

10. Refund Policy

Please refer to our Refunds & Resolutions Policy for more information.

If you have any questions about our Shipping Policy, feel free to contact us by emailing to hello@shopanation.com