Shipping PolicyEffective Date: December 22, 2026 Websitewww.bigserpent.com
Company Information
Company Name: The Lead Empire L.L.C-FZ Registered Address: Meydan Grandstand, 6th floor, Meydan Road, Dubai, United Arab Emirates Telephone: +44 20 3807 7181 Emailinfo@bigserpent.comBusiness Type: Online Store / E-commerce Delivery Area: European Union and European Economic Area Order Processing Time: Orders are typically processed within 24 hours Average Delivery Time: 24–48 hours depending on destination Return Window: 30 Days
Business Description
The Lead Empire L.L.C-FZ operates an online retail platform offering modern consumer products and practical technology accessories designed to improve everyday life. Orders are processed quickly and delivered throughout Europe using reliable logistics providers. Customers may choose Cash on Delivery, allowing payment upon delivery of the order.
This Shipping Policy explains how orders are processed, shipped and delivered to customers across the European Union and the European Economic Area.
1. Scope of the Shipping Policy
This Shipping Policy forms part of the website’s Terms and Conditions and applies to all orders placed through the website operated by The Lead Empire L.L.C-FZ. By placing an order onwww.bigserpent.comthe customer acknowledges and accepts the terms set out in this policy.
This policy applies to all delivery destinations within the European Union and the European Economic Area. Orders placed outside of these areas are not currently accepted. The Lead Empire L.L.C-FZ reserves the right to update this policy at any time, with changes taking effect upon publication on the website.
2. Order Processing
Orders are processed on business days, Monday through Friday, excluding public holidays. Orders are typically processed within 24 hours of placement and payment confirmation.
Orders placed on weekends or public holidays will be processed on the next available business day. Customers will receive an order confirmation email upon successful placement of their order. A separate dispatch notification will be sent once the order has been handed over to the courier, including tracking information where available.
The Lead Empire L.L.C-FZ reserves the right to place an order on hold if additional verification is required, for example in cases where the delivery address cannot be confirmed or where there is a suspicion of fraudulent activity. In such cases, the customer will be contacted promptly.
3. Delivery Timeframes
The average delivery time is 24 to 48 hours from the date of dispatch, depending on the destination country and the courier service used. These timeframes are estimates and are not guaranteed. Deliveries to more remote areas within the EU and EEA may take additional time.
Estimated delivery timeframes by region
- Western Europe (e.g. France, Germany, Netherlands, Belgium, Spain, Italy): 24–48 hours
- Northern Europe (e.g. Sweden, Denmark, Finland, Norway): 48–72 hours
- Eastern Europe (e.g. Poland, Romania, Czech Republic, Hungary): 48–72 hours
- Southern Europe (e.g. Greece, Portugal, Croatia): 48–72 hours
All timeframes are calculated from the date of dispatch and are subject to courier availability and local conditions.
4. Shipping Costs
Shipping costs, if applicable, are calculated at checkout based on the delivery destination and the weight or volume of the order. The total shipping cost will be clearly displayed before the customer confirms their purchase.
Free shipping may be offered on qualifying orders or during promotional periods, as indicated on the website. Cash on Delivery orders may be subject to an additional handling fee, which will be disclosed at checkout prior to order confirmation.
The Lead Empire L.L.C-FZ reserves the right to modify shipping rates at any time. Changes to shipping costs will not affect orders that have already been confirmed.
5. Delivery Area
The Lead Empire L.L.C-FZ delivers to all member states of the European Union and to countries within the European Economic Area, including Norway, Iceland and Liechtenstein. Deliveries are made to residential and commercial addresses.
The Company does not currently ship to destinations outside the EU and EEA, including the United Kingdom, Switzerland, and non-EEA territories. If a customer places an order with a delivery address outside the accepted delivery area, the order will be cancelled and a full refund will be issued.
Certain remote or island destinations within the EU and EEA may have extended delivery times or limited courier availability. Customers in such areas will be notified if any restrictions apply to their specific location.
6. Courier Services
The Lead Empire L.L.C-FZ works with trusted third-party courier and logistics providers to ensure reliable and timely delivery across Europe. The specific courier assigned to an order will depend on the delivery destination and the nature of the shipment.
Once an order has been dispatched, customers will receive a tracking number and a link to monitor their shipment in real time where this service is provided by the courier. The Company is not responsible for the operational practices, delays, or errors of third-party courier services once the shipment has been handed over for delivery.
7. Cash on Delivery (COD)
The Lead Empire L.L.C-FZ offers Cash on Delivery as a payment option for eligible destinations within the EU and EEA. When selecting COD, the customer agrees to pay the full order amount in cash directly to the courier upon delivery.
Customers selecting COD must ensure that the exact amount due is available at the time of delivery. If payment cannot be collected at the time of delivery, the courier may be unable to release the package and the order may be returned to the Company. Repeated failed COD deliveries may result in the customer being restricted from using the COD payment option for future orders.
COD orders are subject to the same processing and delivery timeframes as orders paid in advance.
8. Delivery Attempts
Couriers will typically make up to two delivery attempts at the address provided by the customer. If the customer or a designated recipient is not available at the time of delivery, the courier will leave a notification and attempt redelivery on the following business day, or make the parcel available for collection at a designated pickup point, depending on the courier’s procedures.
If the package is not collected or a successful delivery cannot be made after the permitted number of attempts, the parcel will be returned to The Lead Empire L.L.C-FZ. In such cases, the customer will be contacted to arrange redelivery. Additional shipping charges may apply for redelivery. If the customer does not respond within 7 business days, a partial refund may be issued after deducting the cost of return shipping.
9. Order Tracking
Where available, customers will receive a tracking number by email once their order has been dispatched. This tracking number can be used on the courier’s website to monitor the status and location of the shipment in real time.
If a tracking number has not been received within 48 hours of the expected dispatch date, customers are advised to check their spam or junk mail folder before contacting customer support. The Lead Empire L.L.C-FZ will assist customers in obtaining tracking information if it has not been provided by the courier.
10. Packaging
All orders are carefully packaged to ensure that products arrive in good condition. The Lead Empire L.L.C-FZ uses appropriate packaging materials suited to the size, weight and fragility of each product.
If a package arrives visibly damaged at the time of delivery, customers are advised to note the damage with the courier before signing for the delivery, or to refuse the delivery if the damage appears severe. Customers should contactinfo@bigserpent.comwithin 48 hours of delivery with photographic evidence of the damage so that a replacement or refund can be arranged without delay.
11. Customer Responsibility for Address Accuracy
Customers are responsible for providing accurate and complete shipping information when placing an order. Required information includes
- Full name of the recipient
- Complete delivery address
- Postal code
- Valid contact phone number
The Lead Empire L.L.C-FZ is not responsible for delays or failed deliveries resulting from incorrect or incomplete address information provided by the customer. If an error in the delivery address is identified after an order has been placed, the customer must contactinfo@bigserpent.comimmediately. Address corrections can only be made if the order has not yet been dispatched.
12. Shipping Delays
While we strive to ensure fast delivery, delays may occur due to circumstances beyond our control, including but not limited to adverse weather conditions, public holidays, customs inspections, courier operational issues, or force majeure events.
The Lead Empire L.L.C-FZ is not liable for delays caused by third-party logistics providers once the shipment has been handed over to the courier. In the event of a significant delay, customers are encouraged to contact our support team atinfo@bigserpent.comand we will do our best to investigate the status of the shipment and provide an updated estimated delivery date.
13. Undeliverable Shipments
A shipment may be deemed undeliverable in the following circumstances: the delivery address provided is incomplete or incorrect; the recipient is unavailable after repeated delivery attempts; the recipient refuses to accept the delivery; or the package is held by customs due to regulatory issues.
In the event that a shipment is returned to The Lead Empire L.L.C-FZ as undeliverable, the customer will be contacted to discuss redelivery options. If redelivery is not arranged within 14 calendar days of the return notification, a refund may be issued for the product cost, minus any applicable return shipping fees.
14. International Shipping within the EU and EEA
All shipments within the EU are treated as domestic deliveries for the purposes of customs and duties, and no additional import charges apply. For deliveries to EEA countries that are not EU member states (Norway, Iceland and Liechtenstein), additional customs formalities may apply depending on local regulations. Any applicable customs duties or import taxes for EEA non-EU destinations are the responsibility of the customer.
The Lead Empire L.L.C-FZ is not responsible for delays or costs arising from customs clearance procedures in the destination country. Customers in EEA non-EU countries are advised to familiarise themselves with their local import regulations before placing an order.
15. Shipping Restrictions
Certain products may be subject to shipping restrictions based on their nature, size, or applicable regulations in the destination country. Where a product cannot be shipped to a specific destination, this will be indicated on the product page or during checkout.
The Lead Empire L.L.C-FZ reserves the right to cancel and refund any order if it is subsequently determined that the product cannot be legally or logistically shipped to the customer’s address. Customers will be notified promptly in such cases.
16. Lost Shipments
If a shipment is confirmed lost by the courier, The Lead Empire L.L.C-FZ will work with the logistics provider to resolve the issue. A shipment is considered lost if it has not been delivered within 15 business days of the expected delivery date and tracking information shows no movement or update.
To report a potentially lost shipment, customers must contactinfo@bigserpent.comwith their order number and tracking details. The Company will open an investigation with the courier on the customer’s behalf. If the shipment is confirmed as lost following the investigation, the customer will be offered either a full replacement or a complete refund, at the customer’s choice, at no additional cost.
17. Shipping Liability
Responsibility for the shipment transfers to the courier once the package has been dispatched. However, The Lead Empire L.L.C-FZ will assist customers in resolving shipping issues by coordinating with courier partners. In cases of loss or damage confirmed to have occurred during transit, the Company will take full responsibility for providing a remedy to the customer in accordance with applicable EU consumer protection law.
18. Contact for Shipping Questions
For any inquiries regarding shipping, customers may contact
The Lead Empire L.L.C-FZ Meydan Grandstand, 6th floor, Meydan Road, Dubai, United Arab Emirates Emailinfo@bigserpent.comTelephone: +44 20 3807 7181
Customer support will assist with shipment status, delivery questions and logistics-related issues.