Shipping Policy – QLABSHOP.COM
Effective Date: 01 December 2025
QLABSHOP.COM ships globally from three logistics hubs: Cambodia, United Kingdom, and the European Union.
This policy explains processing times, delivery estimates, customs rules and customer responsibilities.
1. Shipping Origins (Warehouses)
Your order may be shipped from one of the following locations:
1) Cambodia Fulfilment Center – Phnom Penh
Used mainly for:
- international orders outside the UK/EU,
- products stored exclusively in Cambodia,
- bulk or special items.
2) United Kingdom Warehouse
Used mainly for:
- shipments to the UK,
- shipments to nearby non-EU European countries,
- faster fulfilment for customers in the region.
3) European Union Warehouse(s)
Used mainly for:
- shipments within the EU,
- shipments to selected European destinations,
- products stocked in EU warehouse for faster delivery.
Regardless of the warehouse used, F.I.V.O (CAMBODIA) CO. LTD remains the sole merchant and seller on record.
2. Processing Time
All orders are processed within:
- 1–3 business days after payment confirmation.
Processing may take longer during weekends and public holidays.
3. Delivery Times
Estimated delivery times vary depending on the warehouse of origin.
A) Shipments from Cambodia
Estimated delivery times:
- Asia: 5–10 business days
- Europe (including EU/UK): 7–15 business days
- USA & Canada: 10–20 business days
- Australia / New Zealand: 10–20 business days
- Middle East: 7–15 business days
- South America: 15–25 business days
B) Shipments from the United Kingdom (UK Warehouse)
Estimated delivery times:
- United Kingdom (domestic): 1–5 business days
- Europe (EU countries): 3–10 business days
- Europe (non-EU): 5–12 business days
- USA & Canada: 5–12 business days
- Rest of world: 7–15 business days
C) Shipments from the European Union (EU Warehouse)
Estimated delivery times:
- EU domestic: 1–4 business days
- All EU countries: 2–7 business days
- UK: 5–12 business days
- Europe (non-EU): 5–12 business days
- USA & Canada: 7–15 business days
- Rest of world: 10–20 business days
Important Notes:
- Delivery times are estimates only, not guaranteed.
- Delays may occur due to customs, weather, holidays, courier overload or remote destinations.
4. Tracking Information
Customers receive a tracking number by email as soon as the order is dispatched.
Tracking may take up to 48 hours to begin updating on the courier's system.
5. Shipping Costs
Shipping fees are calculated at checkout based on:
- destination country,
- warehouse location,
- weight and dimensions of the order,
- selected shipping service.
Promotional free-shipping options may apply for certain regions.
6. Customs, Import Duties & Taxes
Shipments from Cambodia
Most shipments may be subject to import taxes, VAT or customs duties depending on the destination country.
Shipments from the UK
Orders shipped within the UK will not incur import duties.
International shipments may incur customs fees depending on destination.
Shipments from the EU
Orders shipped within the EU are duty-free.
Shipments outside the EU may incur import taxes or customs duties.
The recipient is responsible for paying any import charges.
If a Customer refuses to pay customs duty and the shipment is returned, all return costs will be deducted from any refund.
Warehouse Optimization and Duty-Free Routing
To provide the fastest delivery times and to reduce or eliminate additional customs costs for Customers, QLABSHOP.COM automatically selects the most optimal warehouse for each order.
Orders may be shipped from Cambodia, the United Kingdom or the European Union, and the system will determine the best location according to the following rules:
- Minimizing customs duties and import taxes
Whenever possible, the Customer’s order is shipped from a warehouse located within the same customs region as the delivery address.
This significantly reduces the risk of customs charges and import duties. - Avoiding customs clearance and delays
If a product is available in a warehouse that allows the shipment to avoid customs procedures entirely, this warehouse will be selected as the default option for the Customer. - Fastest possible delivery
The warehouse closest to the Customer’s shipping address — or the one offering the fastest courier network — will be chosen automatically to ensure the shortest delivery time. - Cost efficiency for the Customer
The Customer is not charged for this optimization.
Multiple warehouses exist specifically to ensure:
-
- lower delivery costs,
- faster dispatch and transit,
- reduced customs risk.
- No action required from the Customer
The selection of the warehouse is done internally and automatically.
The Customer does not have to choose a warehouse or check availability — the system selects the optimal route. - Transparency
The Customer will receive tracking information indicating the warehouse or region from which the order was shipped.
This multi-warehouse model was created exclusively to benefit the Customer by ensuring the fastest and lowest-cost delivery possible according to regional logistics, courier availability and legal requirements.
7. Incorrect or Incomplete Addresses
The Customer is responsible for entering correct delivery details.
QLABSHOP.COM is not responsible for:
- missed deliveries due to incorrect address information,
- delays caused by address corrections,
- lost shipments resulting from incorrect addresses.
Re-shipping costs (if applicable) must be paid by the Customer.
8. Non-Delivery, Missed Delivery, or Refused Packages
If a package is:
- not collected,
- refused by the Customer,
- undeliverable due to local courier rules,
→ it may be returned to the warehouse.
In such cases:
- return shipping fees,
- re-delivery fees
are the Customer’s responsibility.
9. Damaged, Missing or Incorrect Items
If your order arrives damaged:
- Photograph the package and its contents,
- Request a delivery damage report from the courier,
- Contact info@qlabshop.com within 48 hours.
Missing or incorrect items must be reported immediately.
If confirmed, QLABSHOP.COM will send replacements or issue a refund.
10. Restricted Locations
Some products cannot be shipped to certain countries due to:
- local regulations,
- carrier restrictions,
- customs limitations.
Customers will be notified if a product cannot be shipped to their region.
11. Lost Packages
A shipment is considered lost if:
- there is no tracking update for 15+ business days, or
- it does not arrive within the courier’s maximum delivery window.
Once the courier confirms the package is lost, the Customer will receive:
- a replacement shipment, or
- a full refund.
Refund Policy – QLABSHOP.COM
Effective Date: 01 December 2025
1. General Conditions
This Refund Policy applies to all purchases made on QLABSHOP.COM and is governed by the laws of the Kingdom of Cambodia.
Refunds are issued only through the original payment method, including PiPay.
2. Eligibility for Refunds
Refunds may be granted if:
- the product arrived damaged,
- the product does not match the description,
- the wrong item was delivered,
- the Customer (Consumer) exercises the 14-day right of withdrawal.
3. Right of Withdrawal (Consumers Only)
Consumers may withdraw from the contract within 14 days of receiving the goods.
Steps:
- Send an email to info@qlabshop.com
- Return the product to the address specified by the Seller
(Cambodia, UK or EU depending on the warehouse used)
Refund is issued within 14 days of receiving the withdrawal notice.
The Customer bears the cost of return shipping unless the product is defective.
4. Non-Refundable Items
We cannot accept returns for:
- opened or used chemical products,
- cosmetic or hygiene items once unsealed,
- products customised or made to order,
- products that degrade or change characteristics after opening.
5. Refund Process
If approved, refunds are:
- processed via the original payment method (including PiPay),
- issued within 14 days,
- documented by a refund confirmation email.
6. Shipping Costs
Refund includes:
- full product cost,
- standard delivery cost (if applicable).
Refund does not cover:
- premium or express delivery,
- customs charges,
- return shipping by Customer (unless product was defective).
Customer Support
For shipping questions or support, contact:
📧 info@qlabshop.com
