Shipping Policy

At KURO, we are dedicated to delivering your children’s favorite toys promptly and securely, whether you shop online at joyvhq.com or choose in-store services (where applicable). This Shipping Policy details our shipping options, delivery timelines, fees, and procedures specifically for online orders placed through our website, joyvhq.com. For in-store purchases at our physical location (5 Rue Maurice Pasquier, 49100 Angers, FR), you can take your items home right away—this policy does not apply to in-store transactions.

1. Shipping Eligibility and Coverage

Domestic Shipping (France): We provide shipping services to all regions across France, including metropolitan areas (e.g., Paris, Lyon, Marseille) and overseas departments and territories (e.g., French Guiana, Guadeloupe, Martinique, Réunion). Delivery timelines and fees may vary for overseas locations (see Section 2 and 3 for details).

PO Boxes and Rural Addresses: We ship to PO Boxes via La Poste (France’s national postal service). For rural addresses in remote areas (e.g., isolated villages in the Alps or Pyrenees), additional delivery time may be required, and we will notify you of any potential delays or surcharges at checkout.

International Shipping: We currently offer international shipping to select European countries, including Germany, Belgium, Spain, Italy, the Netherlands, and the United Kingdom. We do not ship to non-European countries (e.g., the United States, Canada, Australia, Asia, Africa) at this time. A full list of eligible international destinations is available at checkout.

2. Shipping Options and Delivery Timelines

We collaborate with trusted carriers, including La Poste, DHL, and Colissimo, to offer flexible shipping solutions that meet your needs. Delivery timelines exclude weekends (Saturday and Sunday), French public holidays (e.g., Bastille Day on July 14, Christmas Day on December 25, New Year’s Day on January 1), and local regional holidays.

Shipping Option	Delivery Timeline	Applicable Locations	Key Notes
Standard Shipping (France)	3–5 business days	All regions in metropolitan France	Free for orders over €70 (before taxes); flat rate of €6.99 for orders under €70
Express Shipping (France)	1–2 business days	Metropolitan France (major cities and urban areas)	Flat rate of €14.99, regardless of order value; order cutoff time is 1:00 PM CET for same-day processing
Overseas France Shipping	5–8 business days	French overseas departments/territories (e.g., Réunion, Guadeloupe)	Calculated at checkout; minimum fee of €12.99
European International Shipping	4–7 business days	Eligible European countries (Germany, Belgium, Spain, Italy, Netherlands, UK)	Fees based on destination and order weight; starting at €15.99

Processing Time: All online orders are processed within 1–2 business days (e.g., an order placed on Tuesday will be processed by Thursday). Processing time is separate from delivery time—please factor this in when estimating your order’s arrival date. For custom or limited-edition toys, processing time may extend to 3–4 business days, which will be clearly noted on the product page.

Delayed Deliveries: We are not responsible for carrier-related delays, such as severe weather (e.g., winter storms, floods), transportation disruptions (e.g., strikes, road closures), or customs hold-ups (for international orders). If your order is delayed beyond the estimated timeline, please use the tracking number (see Section 4) to monitor updates or contact the carrier directly for assistance.

3. Shipping Fees

Domestic (France) Discounts: As a token of appreciation for our customers, we offer free Standard Shipping on all online orders totaling €70 or more (before sales tax). Orders under €70 incur a €6.99 flat-rate Standard Shipping fee.

Express and Overseas Fees: Express Shipping within metropolitan France has a fixed rate of €14.99. For overseas France shipping, fees are determined by the destination’s distance and the order’s weight, with a minimum of €12.99. These fees will be displayed at checkout before you finalize your purchase.

International (European) Fees: Shipping fees for European destinations are calculated based on the order’s weight, package dimensions, and the destination country. For example, shipping a small toy order to Germany starts at €15.99, while a larger order (e.g., a playtable) to the UK may start at €22.99. Exact fees are shown at checkout.

Surcharges: Additional fees may apply to:

- Oversized or heavy items (e.g., ride-on toys over 10 kg, large play tents)—surcharges range from €8–€20, depending on the item’s weight and dimensions.

- Fragile items (e.g., glass toy sets, delicate figurines)—a €5.99 fragile handling surcharge applies to ensure secure packaging.

- Remote European locations (e.g., rural areas in northern Sweden, mountainous regions in Austria)—a €7.99 remote location surcharge may be added.

All surcharges are clearly listed on the product page and during the checkout process.

4. Order Tracking

Tracking Information: Once your order is shipped, we will send a “Shipment Confirmation” email to your provided address (service@joyvhq.com, unless updated) containing a unique tracking number and a direct link to the carrier’s tracking portal (e.g., La Poste Tracking, DHL Tracking). You can use this number to check your package’s status, such as “In Transit,” “At Local Facility,” “Out for Delivery,” or “Delivered.”

Tracking Updates: Carrier tracking systems may take 24–48 hours to reflect the latest status of your package, especially immediately after it is shipped. If you do not see updates within 48 hours, please check your spam or junk folder for the Shipment Confirmation email. If the email is missing, contact us at service@joyvhq.com to request a resend of the tracking details.

5. Address Changes and Cancellations

Address Changes: If you need to update the shipping address for an order, please contact us immediately at service@joyvhq.com or +33 (0)2 41 23 45 67. We can only modify the address if the order has not yet been shipped (i.e., within the 1–2 business day processing window). Once the order is in transit, we cannot change the address—you will need to contact the carrier directly to request a redirect, which may be subject to additional carrier fees.

Order Cancellations: To cancel an order before it ships, reach out to our team as soon as possible. If the order has not been processed, we will issue a full refund (including any shipping fees paid) within 3–5 business days. If the order has already shipped, you will need to follow our Refund Policy to return the item once it arrives, and a restocking fee may apply (see our Refund Policy for details).

6. Lost, Stolen, or Damaged Packages

Lost Packages: If your tracking number shows “Delivered” but you have not received your package, first check with neighbors, building managers, or your local post office (for La Poste deliveries)—carriers often leave packages in secure locations (e.g., mailrooms, porch boxes). If you still cannot locate the package, contact us within 5 days of the “Delivered” status. We will file a claim with the carrier, and once the claim is approved, we will offer a full refund or reshipment (if the item is in stock).

Stolen Packages: We are not liable for packages marked “Delivered” that are later stolen. However, we can assist you in filing a theft report with the carrier and provide necessary documentation (e.g., delivery confirmation, tracking history) to support your claim with local authorities if needed.

Damaged Packages: If your package arrives with visible damage (e.g., torn packaging, dented boxes) or the toy inside is broken, take clear photos of the packaging and the damaged item, then contact us within 7 days of delivery at service@joyvhq.com. We will arrange for a free return of the damaged item and issue a full refund or send a replacement (depending on stock availability). We cover all return shipping costs for damaged items.

7. International Shipping Details (Europe)

Customs and Duties: For European international orders, customers are responsible for any customs duties, taxes, or fees imposed by the destination country. These charges are not included in KURO’s shipping fees and will be collected by the carrier upon delivery. We recommend checking the destination country’s customs regulations before placing an order to avoid unexpected costs.

Prohibited Items: Some toys may be restricted or prohibited in certain European countries (e.g., toys with small parts for children under 3 in the UK). We will notify you at checkout if an item cannot be shipped to your selected international destination.

8. Contact Us for Shipping Questions

If you have questions about shipping options, tracking, fees, or a specific order, please reach out to our customer service team:

Email: service@joyvhq.com

Phone: +33 (0)2 41 23 45 67 (Monday–Friday: 9:00 AM – 6:00 PM CET; Saturday: 10:00 AM – 2:00 PM CET; Sunday: Closed)

In-Store: Visit us at 5 Rue Maurice Pasquier, 49100 Angers, FR for in-person assistance with order pickups (where available) or shipping inquiries.

We aim to respond to all shipping-related questions within 2 business days and are committed to ensuring a smooth and enjoyable shopping experience with KURO.