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I. Core Service Commitments
This policy strictly adheres to the EU's E-Commerce Directive (2000/31/EC), the Consumer Rights Directive (2011/83/EU), and relevant member state regulations, providing transparent, standardized, and efficient e-commerce services to users in the EU. Core Commitments include:
Information Transparency: The website clearly displays product details (materials, dimensions, features, etc.), prices (including taxes), delivery times (shipping/transportation/returns), and service rules, without misleading descriptions;
Rights Protection: Users' rights to withdraw, be informed, and seek compensation are fully protected, and no unreasonable service restrictions are imposed;
Efficient Response: Customer service inquiries and after-sales issues are handled within the promised timeframe, ensuring smooth communication;
Data Security: We strictly comply with the General Data Protection Regulation (GDPR) to protect user personal information and prevent the misuse or leakage of data.
II. Pre-Sales Service Details
2.1 Product Information
Details: All coin purses, organizers, and passport holders are fully detailed on their product pages:
Material composition (e.g., canvas, PU leather, metal hardware), dimensions (accurate to the nearest millimeter), weight, and intended use;
Color variation notice (actual color may vary slightly from the image due to device display errors);
Availability (real-time updates of "In Stock," "Pre-Sale," and "Out of Stock" are available). Pre-sale items will clearly indicate the estimated shipping time.
Inquiries: Users can obtain pre-sales consultation services through the following methods:
Send an email to [email protected] with the subject line "Pre-Sales Inquiry - Product Name XXX" for a response within 24 hours;
The website's "Online Customer Service" function (available Monday to Friday, 9:00 AM - 6:00 PM Central European Time) provides real-time answers to questions about product selection and other issues.
2.2 Order Services
Order Assistance: If you are unable to place an order due to website issues, please contact customer service to provide product information, delivery address, etc., and they will assist in placing an order.
Order Modification: Before payment is confirmed, you can request to modify the delivery address and item quantity (subject to inventory availability). Within 24 hours after payment confirmation, only the delivery address can be modified (except for remote areas or when a logistics tracking number has been assigned).
Order Cancellation: After payment is confirmed but before the product is shipped, you can email an order cancellation request. A full refund will be issued within 7 business days upon approval. If the product has already been shipped, the "Return and Exchange Policy" will apply.
III. Post-Sale Service Details
3.1 Logistics Tracking Service
After shipment, the tracking number, carrier name, and tracking link will be sent to you immediately via email. Users can check the shipping status through the following channels:
Enter the tracking number on the carrier's official website (such as DHL, DPD, etc.);
The "My Orders" page on our website displays the shipping status (such as "Shipped," "Clearing Customs," and "Delivering").
If the shipping information has not been updated for more than three calendar days, please contact customer service for assistance. Customer service will provide a response from the shipping company within one business day.
3.2 Customs Clearance Assistance
To meet EU customs clearance requirements, our company will complete product compliance declarations (including IOSS numbers, product HS codes, and proof of value) in advance to minimize customs clearance delays.
If a package is detained due to issues with customs clearance documentation, customer service will contact the user within 24 hours of receiving notification from customs to assist with supplemental documentation (such as identification information and instructions for use) to ensure smooth customs clearance.
IV. After-Sales Service Details
4.1 Return and Exchange Service (Linking to Special Policies)
We strictly adhere to the "DIGITALEASE SOLUTIONS LIMITED EU Return and Exchange Policy." Users can request unconditional returns or exchanges during the "Cooling-Off Period." We offer free replacements or refunds for quality issues.
The return and exchange application review, product inspection, and refund/reissue processes are all synchronized via email, ensuring users are informed of the status of the process in real time and avoiding information gaps.
4.2 Product Warranty
All standard coin purses, storage bags, and passport holders come with a 6-month warranty (starting from the date of receipt).
Warranty Coverage: Workmanship defects not caused by human error (such as missing stitching, broken hardware, or debonding).
Warranty Exclusions: Damage caused by human error (such as scratches or deformation from compression), normal wear and tear (such as minor edge wear), and damage caused by force majeure (such as floods or fire).
4.3 Complaint and Dispute Resolution
Complaint Acceptance: If you are dissatisfied with any service (pre-sales, in-sales, or after-sales), you may submit a complaint by emailing [email protected]. Please specify "Service Complaint - Order Number XXX" and the specific issue. Customer Service will provide a resolution within two business days.
Dispute Escalation: If you are dissatisfied with the resolution, you may pursue further action through the following channels:
Online Dispute Resolution (ODR): Submit a dispute at ec.europa.eu/odr. The Company will actively cooperate with mediation.
Legal Recourse: Litigation may be filed with the court of the EU member state with jurisdiction over the place of delivery of the goods. The Company will respect the judicial decision.
V. Data Security and Privacy Services
5.1 Personal Information Protection
We only collect user information necessary to provide services (such as name, delivery address, email address, and payment information). We do not collect irrelevant data.
All information is stored on compliant servers within the EU, using encryption technologies (such as SSL/TLS) to protect data transmission security. Access is authorized only to customer service personnel during service hours and is not disclosed to third parties (except for logistics and payment institutions).
Users may request to review, modify, or delete their personal information via email. Customer service will process the request within three business days and provide a receipt.
5.2 Marketing Information Services
We will only send marketing emails (such as new product releases and promotions) with the user's explicit consent (e.g., by selecting "Receive New Product Notifications"). Emails will include an "unsubscribe" link, which will immediately stop receiving emails.
We will not send spam or harassing messages to users, ensuring that our marketing services are compliant and respect user consent. VI. Special Service Notices
During EU statutory holidays (such as Christmas, New Year, and Easter), order processing and customer service response times may be extended by 1-2 business days. Specific adjustments will be announced on the official website homepage 7 days in advance.
During promotional events (such as Black Friday and Singles' Day), surges in order volume may result in delivery times being extended by 1-3 business days. The website will display the "Delivery Time During Promotions" indicator to ensure users are aware of these changes.
VII. Service Policy Updates and Notifications
If EU regulations are adjusted or our service processes are optimized, this policy will be revised. The revised policy will be announced on the "Terms of Service" page of our official website and will take effect 7 days after the announcement.
Major policy changes (such as warranty period adjustments or service scope changes) will be notified via email to all users with order records within the past 12 months to ensure that users are aware of any changes to their rights and interests.
Continued use of our e-commerce website constitutes acceptance of the revised service policy.