DELIVERY

Order Processing
Orders are typically processed within 1–2 working days prior to dispatch (excluding next-working-day services). During peak periods and promotional events, processing times may be slightly longer.

Once your order has been processed and shipped, you will receive a confirmation email with tracking details.

International Shipping
To ensure fast and reliable worldwide delivery, we exclusively use DHL Express Premium services.

Shipping Options
DHL Express (Including Duties & Taxes)
All shipping costs, administrative fees, duties, and taxes are paid upfront. This is the recommended option to avoid hidden charges and ensure quicker delivery.

DHL Express (Excluding Duties & Taxes)
Only shipping costs are paid at checkout. Any duties, VAT, and administrative fees will be charged upon arrival in your country. Delivery may be delayed until these charges are settled.

Please note that even if your country operates a de minimis threshold, larger orders may still incur duties and taxes if the total value exceeds the limit.

Shipping Rates – DHL Parcel (Netherlands & Europe)
For domestic and European shipments, we work with DHL Parcel.

Please be aware that this service does not include a signature upon delivery or additional insurance, aside from the legally required compensation of €3.40 per kg.

This €3.40 per kg compensation represents the maximum reimbursement, including shipping costs, in the event of loss or damage.

Standard Rates (Netherlands)

• Parcel up to 10 kg — €6.95
• Letterbox parcel up to 1 kg — €4.95

Delivery Issues
Any delivery-related disputes must be reported to our customer service team within 3 days of receipt. After this period, we cannot accept responsibility for missing parcels due to insurance limitations.

Next Working Day Delivery
This service prioritises your order for processing and dispatch. While most orders arrive the next working day, delivery times cannot be guaranteed due to factors beyond our control, such as courier delays, weather conditions, or peak periods.

RETURNS

Returns Processing
All returns are handled digitally via Returnless. You can easily register your return through our online return portal:
https://epaule-hvpcqe.returnless.com/nl

Through your personalised Returnless portal, you can:

• Register your return
  
• Select the reason for return
  
• Generate a digital return shipping label
  

Unless stated otherwise, return shipping costs are the responsibility of the customer.Each return is digitally registered and trackable, ensuring a transparent and streamlined process.

Return to Sender
If a parcel is returned due to unpaid duties and taxes or any other reason, a refund will be issued for the product value only, minus any return charges incurred by the courier. Original shipping fees are non-refundable.