Delivery & Exchange Policy
1. Order reception and preparation
1.1. Order reception
Orders received via the website www.sinouk-coffee.com are handle in chronological order. The buyer will receive and email from the sales team informing of the reception of his order, and estimated day of shipping with the delivery company.
For delivery to Europe destination, if the delivery service selected is Mondial Relay, our team will finalize delivery location details with the buyer before proceeding to order shipping.
1.2. Order preparation and packaging
All orders are prepared in our warehouse from Monday to Friday . Any order received during the week end will be managed by us on the next Monday.
All order are carefully checked and packed in carton box in our warehouse before being delivered to the relevant courier service. We thus ensure the order is prepared in the ist appropriate way to avoid any damage when it reaches its destination.
Thus potential package damage occurring during the delivery time is not under our responsibility
1.3. Taxes and other fees
Before confirming order on www.sinouk-coffee.com, the buyer must check about any additional fee or tax that should be paid upon reception of his order.
Delivery fees paid by the Buyer upon confirming order do not include such fees.
Fees related to late pickup at delivery destination are also not under our responsibility
2. Delivery terms
2.1. Estimated Delivery times and delay
We are working with delivery and courier services such as DHL, Colissimo, Mondial Relay, Thai Post, Kerry express to deliver the product in the most appropriate and cost effective way to the buyer .
Estimated delivery times announced is based on the information provided. We do not bear any responsibility in case of delay of delivery . Once the order is packed and delivered to them, delivery time may vary according to unforeseen circumstances such as but not limited to natural disaster, sanitary crises, locked land and or air boarders. These are circumstance with are out our control.
If the buyer experiences such situation, we suggest to be patient .
2.2 Delivery Follow up
Upon delivery to the delivery service, we will inform the buyer and provide and available information that would enable a tracking or the order.
We can also assist follow and track the status of the delivery and inform the buyer according to information we collect.
Order delivered by Thai Post services :
In order to reduce delivery fees to the Buyer, the delivery fees calculated and included upon order check out do not include tracking number . If a customer would like to have his package delivered by EMS ( powered by Thai Post service) in order to have this tracking number, Buyer must contact directly the sales team at sales.sinoukcoffee@gmail.com to arrange for extra payment
3. Return and Exchange Policy
3.1. Return procedure
If the event the Buyer wishes to return part of totality of his order, please follow the below procedure :
- Contact sales team at sales.sinoukcoffee@gmail.com
- Describe the reason of the return
- Attach necessary photo and supporting documents
- Discuss with us about conditions of product return
3.2 Eligibility
Part or totality of the order can be returned if the products do not correspond to the products ordered:
• Different product reference
• Different format
• Different variety
To be eligible for a return, your item must be unused and in the same condition that you received it.
To return the order, we recommend that you over-pack the original packaging of your products, because we can only take back products returned in their entirety, with their original packaging, the whole must be intact, without traces of use or wear and tear in new condition.
3.2. Fees and responsibilities
Cost of packaging and delivery back to Sinouk Coffee office it at the Buyers’s own cost.
If the product is returned due to a mismatch between ordered and packed products , including the above mentioned reason, we will send back a new package corresponding to initial order and bear transportation fees to the Buyers address.
3.3. Return address:
After checking eligibility conditions of returns, the Buyer may want to return the products to the following address:
SINOUK COFFEE
Ban Somsanouk,
Hatxayphong Dist,
Thadeua Rd, Km 9,
Vientiane Capital,
Lao PDR.
4. Exchange of products
4.1. Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your exchange after inspecting the item.
Items returned incomplete, damaged or soiled by the customer will not be accepted.
Product refund:
Full amount of partial amount can only be performed in the following case:
- Buyer does not received the order due to a mismatch between delivery address indicated by Sinouk Coffee on the package , and the delivery address provided by the Buyer upon order
contact us
If you are unsure about what to purchase, or have any questions or concerns about your order, please contact us at:
Email: sales.sinoukcoffee@gmail.com