Shipping policy
Shipping Policy
Last Updated: September 1, 2026
One and One Intertrade Co., Ltd. (the “Company”), the operator of the LAVISTA brand, places great importance on product delivery and customer experience. We understand that products may occasionally be damaged during transportation. Therefore, the Company has established the following policy to assist and protect customers in such circumstances.
1. Shipping
LAVISTA ships orders via SPX EXPRESS.
- Orders are shipped Monday – Saturday.
- Shipping is not available on Sundays and public holidays as prescribed by law.
- The standard delivery time is approximately 1–3 business days after the package has been handed over to the shipping carrier.
- Delivery times may vary depending on the destination, weather conditions, shipping volume, or circumstances beyond the Company’s control.
The Company will prepare and hand over orders to the shipping carrier according to the order sequence.
2. Tracking Your Order
Once your order has been prepared and is ready to be handed over to the shipping carrier, you will receive an email containing your Tracking Number and a link to track your shipment at the email address provided when placing the order.
If you do not receive the notification email or would like to inquire about your order status, please contact us at:
Email: lavista.shopth@gmail.com
LINE Official Account: @lforlavista
3. Delayed Shipments or Problems with the Shipping Carrier
If you experience any shipping-related issues, such as:
- Your package is delayed beyond the standard delivery period
- The tracking status has not been updated for an extended period
- The system indicates that the package has been delivered or signed for, but you have not received it
- The shipment cannot be tracked
- The package encounters problems during transportation
Please contact us at:
Email: lavista.shopth@gmail.com
LINE Official Account: @lforlavista
Our staff will assist you by coordinating with and investigating the matter with the shipping carrier.
We understand that problems occurring during transportation should not be a burden that customers have to handle on their own. Therefore, we are happy to assist with tracking and coordinating with the shipping carrier on your behalf.
4. Packages Lost During Transportation
If a package is lost during transportation and, after investigation, the Company determines that the loss occurred during the shipping process, the Company will provide a replacement product at no additional cost.
The Company will subsequently coordinate with the shipping carrier and submit a claim for the loss without requiring the customer to wait for the carrier’s claim process to be completed before receiving a replacement.
We understand that delays or issues occurring during transportation should not require customers to wait for an extended period of time.
5. Products Damaged During Shipping
The Company understands that products may be damaged during transportation, even when the products have been properly packaged.
If you receive a product that has been damaged during shipping, the Company will take responsibility and provide a replacement product at no additional cost.
To help the Company investigate the cause of the damage and process a claim with the shipping carrier as quickly as possible, we kindly ask that you:
- Take photos or videos of the package immediately after receiving it.
- Clearly photograph the exterior condition of the box or packaging.
- If the box is dented, torn, wet, or otherwise damaged, please photograph the affected areas.
- Take photos of the product inside the package and the damaged area.
- Contact the Company and provide the relevant photos or videos.
Such evidence will help the Company investigate the matter and coordinate with the shipping carrier more effectively.
6. Please Record an Unboxing Video
To help protect customers’ rights and allow the Company to properly investigate any issues, the Company strongly recommends that customers record a video from before opening the package until the products have been completely removed from the packaging.
This is particularly recommended if:
- Products or accessories are missing
- The order is incomplete
- An incorrect product is received
- The product has been damaged
- The packaging is damaged
An unboxing video provides additional evidence that can help the Company determine the condition of the package and products before and during the opening process, as well as assist in coordinating with the shipping carrier or other relevant parties.
However, the absence of an unboxing video does not automatically mean that the Company will refuse to investigate the matter or provide assistance. The Company will consider the available evidence and facts of each case appropriately.
7. Reporting Product or Delivery Issues
If you discover that a product is damaged, defective, incorrect, or missing from your order, please contact the Company as soon as possible after receiving the package and provide the following information:
- Order number
- Customer name
- Description of the issue
- Photos of the product
- Photos of the packaging
- Unboxing video, if available
- Tracking Number
The Company will review the information and inform you of the appropriate course of action as soon as possible.
8. Delivery Time Limitations
The estimated delivery time of approximately 1–3 business days is an estimate and may vary due to factors beyond the Company’s control, such as weather conditions, shipping volume, holidays, force majeure events, or operational issues experienced by the shipping carrier.
In the event of a delay, the Company will assist in coordinating with the shipping carrier to appropriately track and follow up on the shipment.
9. Contact Us
If you have any questions regarding shipping, product returns, damaged products, incorrect products, or issues with the shipping carrier, please contact us at:
One and One Intertrade Co., Ltd.
Brand: LAVISTA
Website: lavistashop.com
Email: lavista.shopth@gmail.com
LINE Official Account: @lforlavista
We are happy to assist you and will make every effort to investigate and resolve any issues related to your order.