Shipping Policy
OVERVIEW
This Shipping Policy explains where we ship, what it costs, how long delivery takes and what happens if something goes wrong on the way. It forms part of our Terms of Service.
1. WHERE WE SHIP
We deliver to addresses in the Netherlands only. We are not able to ship to any other country, and we cannot accept orders that ask for delivery outside the Netherlands.
Orders are dispatched from our fulfilment partners in Germany and France. Because both countries are inside the European Union, there are no import duties or customs charges for you to pay on your order.
2. SHIPPING OPTIONS AND COSTS
You choose your shipping method at checkout:
* Free shipping. No shipping cost. Estimated delivery within 4 to 5 business days.
* Insured express shipping. EUR 4.95. Estimated delivery within 2 to 3 business days. This option includes insurance covering loss of or damage to your parcel while it is in transit.
The shipping cost that applies to your order is always shown before you confirm and pay.
3. PROCESSING AND DISPATCH
Orders are usually prepared for dispatch within one business day of your payment being confirmed. Orders placed in the evening, at the weekend or on a public holiday are prepared on the next business day.
Business days are Monday to Friday, excluding public holidays in the Netherlands and in the country the parcel is sent from.
Delivery estimates start from the moment your order leaves the warehouse, not from the moment you place it. Once your parcel is on its way, you receive a confirmation email with a track and trace link so you can follow it.
4. DELIVERY
The carrier delivers to the address you entered at checkout. If nobody is home, the carrier will usually try again, leave the parcel with a neighbour or take it to a nearby pick up point, and will tell you what happened.
Please check your address carefully before you pay. We cannot change a delivery address once an order has been dispatched, and we are not responsible for delays or failed deliveries caused by an incomplete or incorrect address.
Risk of loss or damage passes to you once the parcel has been delivered to you or to someone you have designated to receive it.
5. DELAYS
Delivery times are estimates and not guarantees, unless we have agreed a fixed delivery date with you in writing. Parcels travel from Germany or France to the Netherlands, so delivery can occasionally take longer because of carrier backlogs, peak periods, weather, strikes or other circumstances outside our control. We will keep you informed if we know your order is running late.
If your order has not arrived within seven business days of the end of the delivery estimate, contact us and we will open an investigation with the carrier.
Under Dutch and European consumer law, if we have not delivered within 30 days of your order and we fail to deliver within a reasonable additional period you set us, you are entitled to cancel the order and receive a full refund.
6. LOST OR DAMAGED PARCELS
Check your parcel on arrival. If it arrives damaged, or if items are missing, contact us within seven days of delivery and include photos of the parcel and its contents. We will arrange a replacement or a refund.
If the carrier's tracking shows your parcel as delivered but you have not received it, let us know. We will investigate with the carrier before deciding on a replacement or refund.
Where you selected insured express shipping, claims for parcels lost or damaged in transit are handled under the terms of the carrier's insurance, which usually speeds up the outcome.
7. SPLIT SHIPMENTS
If your order contains items held at different locations, we may send them in more than one parcel so that nothing waits unnecessarily. You are never charged more than once for shipping on a single order, and each parcel comes with its own tracking.
8. RETURNS
Returns and refunds are covered in our Returns and Refunds Policy.
9. CONTACT
For any question about a shipment, please contact us through the contact page on our website with your order number to hand.
Keltravio
AOU Verkoop
Nijenheim 9103
3704TP Zeist
The Netherlands
Chamber of Commerce (KvK) number: 42011621