Shipping & Returns
Lead-Times
Upon receiving your order confirmation email, all orders are processed within two (2) business days, excluding weekends and public holidays. A shipping confirmation email with tracking information will be sent once your order has been dispatched. While we strive to meet these processing times, delays may occasionally occur due to unforeseen circumstances, including, but not limited to, peak seasonal traffic, force majeure events, or challenges experienced by our shipping carriers.
Shipping Rates & Delivery Estimates
The following shipping rates and estimated delivery times apply:
- Netherlands:
- PostNL: €6.95 (1-2 business days)
Free shipping on orders over €200 - Belgium
- PostNL: €9.95 (1-2 business days)
Free shipping on orders over €200 - European Union:
- No shipping is available yet, for more information contact support@ekademe.com. - International (Outside the EU):
- No shipping is available yet, for more information contact
support@ekademe.com.
Value Added Tax (VAT)
Orders shipped to destinations outside the European Union are exempt from Value Added Tax (VAT). The VAT will be automatically deducted at checkout.
Duties & Customs
For international shipments (outside the EU), import duties and customs charges may be levied by the destination country. Our shipping terms are Delivered at Place (DAP). Under DAP terms, we are responsible for delivering the goods to the named destination. The customer is responsible for the payment of any applicable local taxes, import duties, and other customs clearance-related charges. For any specific questions regarding customs or duties, please contact us at info@ekademe.com. We are happy to assist with providing information to facilitate customs clearance.
Rejected Parcels
Should a parcel be refused by the recipient, the customer will be responsible for covering the cost of two-way shipping, any import duties associated with the return, and a restocking fee of €50. These charges will be deducted from any applicable refund.
Order Tracking
Upon dispatch, a shipping confirmation email containing a tracking link will be sent, enabling you to monitor the progress of your shipment.
Lost or Delayed Parcels
In the event of a suspected delay or loss of your parcel, please contact us immediately at support@ekademe.com. Formal complaints regarding delayed shipments can be submitted if a parcel is delayed by three (3) weeks or if tracking information has not been updated for six (6) days.
Returns
Our policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. The cost return is for the customer, unless the return is due to damaged, defective, or incomplete. If this is the case, please reach out to support@ekademe.com.
To start a return, login using the original email you placed the order with. Once logged in, select the order and click on ‘request return’. We will receive the return request, check the order and issue a return label. The cost of the label will be deducted from the original order. Our Ekademe team will make sure to respond to your return request within 1-2 business day. Items sent back to us without first requesting a return will not be accepted.
Accepted gift card returns will be refunded on the same or another gift card.
You can always contact us for any return questions at support@ekademe.com.
Damages and issues
Please inspect your order upon reception and contact us (support@ekademe.com.) immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns of sale items.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We will then return the shipping cost for the new order.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.If more than 15 business days have passed since we’ve approved your return, please contact us at support@ekademe.com.
For other inquiries, please contact support@ekademe.com.