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Shipping Policy

This policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU), the Parcel Delivery Services Directive (2018/644/EU), and cross-border logistics compliance requirements. It applies to our shipping services for towel products sold to consumers in the EU (including orders placed online through aeonpeak.com and offline through our online channels). We are committed to ensuring that you receive your towel purchases promptly through transparent and efficient shipping services. The following are the specific terms and conditions.

1. Shipping Scope and Applicable Orders
(I) Covered Areas
Our shipping services cover all EU member states and European Economic Area (EEA) countries, including but not limited to Germany, France, Italy, Spain, the UK (Note: UK-specific cross-border shipping terms apply), the Netherlands, and Belgium. Shipping to non-EEA countries outside the EU and to territories subject to EU sanctions is not currently supported.
(II) Applicable Order Types
Personal Consumer Orders: All individual orders for towels purchased through aeonpeak.com or offline channels. There is no limit on the single order amount.
Corporate Purchase Orders: Bulk towel purchase orders from corporate clients such as hotels and retailers (e.g., single purchases exceeding 31.5kg). Shipping plans must be discussed in advance at [email protected].

2. Shipping and Delivery Time
(I) Shipping Time
Regular Orders: After payment is completed and the order information is confirmed, we will arrange shipment within 5-7 business days (business days are Monday to Friday, Central European Time, excluding statutory holidays and weekends). If the order contains multiple items and requires distribution from multiple warehouses, the shipping time will be based on the latest available inventory. We will notify you of any split shipment arrangements in advance via email. Special Circumstances: If a shipment is delayed due to the following reasons, we will notify you by email within 24 hours of order payment and agree to adjust the delivery time:
The selected towel product is temporarily out of stock, and the restocking cycle exceeds 7 business days;
There are questions about the order information (such as an incomplete delivery address or pending payment information), requiring additional confirmation;
Force majeure (such as port congestion, logistics strikes, or natural disasters) affects inventory turnover or logistics scheduling.
(II) Shipping Time
Normal Shipping Time: Shipping time within the EU is 20-40 calendar days from the time the product is shipped from our warehouse. The specific delivery time will vary depending on the logistics efficiency and customs clearance speed of the country/region where the delivery address is located. The following is a reference delivery time for some major countries (calculated from the date of shipment):
Core EU countries such as Germany, France, the Netherlands, and Belgium: 20-30 calendar days;
Southern European countries such as Spain, Italy, and Portugal: 25-35 calendar days;
Central and Eastern European and Nordic countries such as Finland, Sweden, and Poland: 30-40 calendar days.
Delay Note: If delivery time is extended due to the following uncontrollable factors during transportation, we will assist in tracking the logistics progress but will not be liable for compensation for delays:
Customs clearance delays (such as the need for additional declaration documents or product inspection);
Constrained shipping capacity during peak seasons in the destination country (such as Christmas and post-Black Friday sales);
Delivery to remote locations (such as islands or mountainous areas), requiring secondary transit.

3. Shipping Fees and Payment
(I) Shipping Fee Calculation
Shipping fees are calculated based on your order amount, delivery address, delivery method, and package weight/volume. The specific fees will be automatically calculated and displayed in the "Order Checkout" section after you submit your order and enter your shipping address. You can review the details on this page before making a payment.
(II) Payment Methods
Shipping costs will be combined with the towel product price and settled in a lump sum when you place your order.
We accept payment methods such as credit cards (Visa, MasterCard), PayPal, and local EU payment methods (such as SEPA transfers and Klarna). Payment is in Euros (EUR) and the exchange rate is based on the current exchange rate at the time of payment.
(III) Tax Information
Import Duties and Value Added Tax (VAT): In accordance with EU cross-border e-commerce regulations, we have included EU standard Value Added Tax (VAT) in the product price. You do not need to pay this additional fee upon delivery. If the order amount exceeds the customs threshold of the receiving country/region, any import duties will be borne by us and you will not be required to pay them out of pocket.
Additional Costs: If the product is returned due to incorrect delivery information (such as an incomplete address or an invalid contact number), you will be responsible for the return shipping and customs duties. We will inform you of the specific fees before reshipping.

4. Logistics Tracking and Receipt
(I) Logistics Tracking Service
Obtaining Tracking Information: After shipment, we will email you the shipping number and corresponding tracking link (available through the official websites of our partner logistics providers, such as DHL and FedEx). You can also log in to your aeonpeak.com account and view the real-time logistics status of your order in the "Order Center."
Tracking Information Updates: Logistics information is updated in real time based on the logistics provider's scanning nodes, typically including statuses such as "Shipped from Warehouse," "In Transit," "Arrived at Destination," "Clearing Customs," and "Delivering." If the logistics information has not been updated for more than seven calendar days, please contact us at [email protected] and we will assist in inquiring with the logistics provider.
(II) Receipt and Inspection
Delivery Address Requirements: Please provide a complete and accurate delivery address (including street, address, and postal code) and a valid contact number to ensure delivery by the logistics provider. We are not responsible for any undeliverable or lost goods due to an incorrect address.​
Receipt and Acceptance: When you or your authorized agent signs for the goods, you must inspect the package for signs of damage or unsealing.
If the package is intact, please promptly unpack and inspect the towels to ensure the quantity and model match your order.
If the package is damaged, opened, or visibly deformed, please refuse to accept it and notify us immediately by email (with photos of the damage). We will assist in contacting the logistics provider.
If any discrepancies in quantity or shipping damage are discovered within 7 days of receipt, please provide photos of the goods and proof of receipt. We will process the package according to our EU Return Policy.

5. Logistics Issues
(I) Product Loss
Determination of Loss: If a signed receipt is not shown for more than 45 calendar days after shipment, and the logistics provider confirms the product is lost, it will be considered lost.
Handling Options: You can choose one of the following options:
Free reshipment of the same towel (transportation time for reshipment is still 20-40 calendar days);
Request a full refund (including product and shipping costs). The refund will be returned to the original shipping address within 14 business days after we confirm the product is lost.
(II) Product Damage
Transport Damage Determination: If a towel is damaged, stained, or deformed during transportation, and is not caused by you, upon receipt or within 7 days of receipt, it will be considered transport damage.
Processing Procedure:
Submit a damage claim to [email protected], attaching photos of the damaged product (including complete packaging and product details) and the shipping receipt.
We will review the claim within 3 business days and, if confirmed as transport damage, will arrange a free return or exchange (round-trip shipping will be covered by us), or provide a partial refund based on your needs.
(III) Customs Clearance Issues
Customs Clearance Issue Notification: If additional declaration documents (such as product descriptions) are required during the customs clearance process, we will notify you via email of the required documents and how to submit them. You must submit them within 7 days of receiving the notification.
Customs Clearance Failure: If customs clearance fails due to your failure to provide additional documents in a timely manner or the product does not comply with the regulations of the destination country, the product will be returned and you will be responsible for any return shipping costs and customs duties. If you choose to abandon the product, we will refund the remaining cost after deducting shipping costs and customs duties.

6. Policy Updates and Contact Us
(I) Policy Updates
We will periodically update this Shipping Policy based on changes in EU logistics regulations, adjustments to partner logistics providers' fees, and business development needs. The updated policy will be prominently posted on the aeonpeak.com homepage, and the effective date will be based on the updated policy. If the policy changes affect core content such as shipping costs and delivery times, we will notify users who have placed orders but have not yet received their goods via email. Your continued use of our shipping services will be deemed acceptance of the updated policy.
(II) Contact Us
If you have any questions about shipping policies, need to inquire about shipping progress, or need to resolve shipping issues, please contact us through the following methods:
Website Support: Log in to aeonpeak.com
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