Shipping & Delivery
Draft – have this reviewed by a lawyer before publishing.
Last updated: [Last updated]
Free shipping across the EU
Shipping is free on all orders delivered within the European Union. The price you see at checkout is the total price you pay, including VAT. There are no hidden delivery charges.
Where we deliver
We deliver to addresses in all member states of the European Union. [legal review]
We currently do not deliver to countries outside the EU, or to certain special territories of EU member states that are outside the EU VAT or customs area. If your address cannot be served, we will inform you before your order is processed. [legal review]
How your order is shipped
KOLBOS products are shipped directly from our suppliers' warehouses located within the EU. This means:
- your order travels a shorter distance and arrives faster;
- your order may be sent by different carriers depending on the product and warehouse;
- if you order several products, they may arrive in separate parcels on different days.
We remain responsible for your order throughout the delivery process, regardless of which warehouse or carrier is used.
Delivery times
| Step | Typical time |
|---|---|
| Order processing and dispatch | [number] business days after order confirmation |
| Delivery after dispatch | 2–5 business days |
Delivery times are estimates and may vary depending on your location, the product, and the carrier. Business days are Monday to Friday, excluding public holidays in the country of dispatch and delivery.
Delivery may take longer during peak seasons, holidays, or due to circumstances outside our control, such as severe weather or carrier disruptions. If we expect a significant delay, we will let you know.
If we are unable to deliver within 30 days of the contract being concluded, or within another period agreed with you, you may be entitled to cancel the order and receive a full refund. [legal review]
Order tracking
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number and a link to follow your parcel. If your order is shipped in several parcels, you may receive more than one tracking number.
If you have not received tracking information within [number] business days of placing your order, please contact us at [Email].
Customs and import fees
As all goods are shipped from warehouses within the EU to addresses within the EU, there are no customs duties or import charges. VAT is already included in the price shown at checkout.
Receiving your delivery
- Please make sure your delivery address and phone number are correct and complete when placing your order. The carrier may contact you to arrange delivery.
- Large or heavy items, such as fitness equipment, may be delivered to the ground floor or front door only. Please check the product page for any specific delivery information. [legal review]
- If you are not at home, the carrier may leave a notice, attempt redelivery, or leave the parcel at a local pick-up point, depending on the carrier's procedures.
Delivery issues
Damaged parcels
If the parcel appears visibly damaged at delivery, we recommend noting this with the carrier, if possible, and taking photos. Please contact us at [Email] as soon as possible with your order number and photos. This does not limit your statutory rights.
Missing or incorrect items
If an item is missing from your order or you received the wrong product, please contact us with your order number and a description. Remember that items may arrive in separate parcels; please check your tracking information first.
Lost parcels
If your tracking shows no progress for an extended period, or the parcel is marked as delivered but you have not received it, please contact us. We will investigate with the carrier and, if the parcel is lost, send a replacement or issue a refund.
The risk of loss or damage passes to you only when you, or a person you designate (other than the carrier), take physical possession of the goods.
Undeliverable orders
If an order is returned to the warehouse because the address was incorrect or the parcel was not collected, we will contact you to arrange redelivery or a refund. [legal review]
Returns
For information on returning goods, see our Returns & Right of Withdrawal page.
Contact
[Company name] Email: [Email] Phone: [Phone]