Shipping policy

Shipping Policy

Last updated: 28 July 2026

At ekck, we aim to prepare and dispatch every order quickly and carefully. This Shipping Policy explains how orders are processed, shipped and delivered.

Order processing

Orders for products that are in stock are dispatched within one business day after payment has been successfully confirmed, unless a different dispatch time is clearly stated on the product page.

Orders placed during weekends or public holidays are processed on the next business day. A business day means Monday to Friday, excluding public holidays in the Netherlands.

During collection launches, promotional periods or exceptionally busy periods, processing may take slightly longer. If a significant delay affects your order, we will contact you using the email address provided at checkout.

Shipping destinations

The countries and regions currently available for delivery are displayed during checkout. If your destination cannot be selected at checkout, we are currently unable to ship the order to that location.

We reserve the right to temporarily restrict delivery to certain countries or regions due to carrier limitations, legal restrictions, customs requirements or circumstances outside our reasonable control.

Shipping costs

Available delivery methods, shipping charges and any applicable free-shipping options are shown during checkout before the order is placed.

Shipping costs may depend on the delivery destination, parcel size, parcel weight, selected delivery method and any active promotion.

Any import duties, customs charges or local taxes that may apply to deliveries outside the European Union are not included in the product price or shipping charge unless explicitly stated otherwise during checkout.

Estimated delivery times

The delivery estimate shown during checkout begins after the order has been dispatched. Order processing time and carrier transit time are separate.

Delivery estimates are provided in good faith and are based on the information available from the selected delivery carrier. They are estimates rather than guaranteed delivery appointments, unless we expressly agree to a specific guaranteed delivery date.

Delivery may take longer during public holidays, severe weather, customs inspections, carrier disruptions, high-volume periods or other circumstances outside our reasonable control.

Nothing in this Shipping Policy limits the statutory delivery rights available to consumers under applicable law.

Order confirmation and tracking

After placing an order, you will receive an order confirmation at the email address provided during checkout.

When tracking is available, you will receive a shipping confirmation containing a tracking link after your parcel has been handed over to the carrier. Tracking information may take some time to become active after the shipping confirmation has been sent.

Please check your spam or junk-mail folder if you have not received an expected confirmation email.

Correct delivery information

Customers are responsible for providing complete and accurate contact and delivery information during checkout.

If you notice an error in your address, contact us immediately at info@kckgroupbv.com and include your full name and order number.

We will make reasonable efforts to update the address before dispatch, but we cannot guarantee that changes can still be made after an order has entered processing or has been handed over to the carrier.

Additional shipping costs caused by an incomplete or incorrect address, an uncollected parcel or an unsuccessful delivery may be charged to the customer where permitted by law and where the delivery issue is attributable to the information or actions of the customer.

Failed delivery and uncollected parcels

Depending on the carrier, a parcel may be delivered to a neighbour, service point or collection location after an unsuccessful delivery attempt.

Customers are responsible for following the tracking information and collecting a parcel within the period specified by the carrier.

When a parcel is returned to ekck because it was not collected, refused without following the return procedure or could not be delivered due to incorrect information, we will contact the customer after receiving and inspecting the parcel.

Any refund or reshipment will be handled in accordance with applicable consumer law and our Return and Refund Policy. Additional delivery costs may apply before the parcel can be shipped again.

Delayed parcels

If your parcel has not arrived within the expected delivery period, first check the tracking information and any messages from the carrier.

You can then contact us at info@kckgroupbv.com with your full name and order number. We will review the shipment and, where appropriate, contact the carrier or open an investigation.

Carrier investigations may require additional time. We will keep you informed when meaningful updates become available.

Lost parcels

If a parcel is confirmed as lost before it has been delivered to you or to a person designated by you, ekck will provide an appropriate solution in accordance with applicable consumer law. Depending on the circumstances and product availability, this may involve replacement or reimbursement.

A tracking status showing delivery does not automatically prevent us from reviewing a reported issue. Contact us as soon as possible if tracking shows that a parcel was delivered but you have not received it.

Damaged deliveries

Please inspect your order after delivery. If the parcel or product arrives damaged, contact us as soon as reasonably possible at info@kckgroupbv.com.

Include your order number, a description of the issue and clear photographs of the parcel, shipping label and affected product. Keep all original packaging until we have reviewed your report.

Damage reports are handled separately from ordinary returns. Nothing in this section limits your statutory rights regarding defective, damaged or incorrectly supplied products.

Split shipments

In some circumstances, an order may be delivered in more than one parcel. When this happens, you may receive separate shipping confirmations and tracking information for each parcel.

You will not be charged additional shipping costs when ekck decides to divide an order into multiple shipments.

Pre-orders and products with different dispatch times

Pre-order items or products with a different dispatch time will be clearly identified on the relevant product page.

When an order contains both an in-stock item and a pre-order item, the entire order may be shipped together when all products are available, unless we state or agree otherwise.

Contact

For questions about shipping or the status of an order, contact:

ekck
Operated by KCK Group B.V.
Email: info@kckgroupbv.com

Please include your full name and order number so that we can assist you efficiently.