Shipping policy
All orders placed before 15:00 Monday through Friday will be offered to the carrier (PostNL, DHL, DPD) the same day. Orders placed after 15:00 will be offered before the end of the next day. Orders will not be shipped or delivered on holidays and Sundays. Once your order is packed you will automatically receive an email with the tracking code.
Orders placed on Saturday are offered to the carrier on the first following weekday. In most cases this is Monday.
Offered orders are scheduled for delivery the next day when the delivery address is in the Netherlands. If the delivery address is in Belgium, it takes one day longer. If the delivery address is elsewhere in Europe, it takes one to four days longer. Orders placed outside Europe have a longer delivery time which can vary from one to three weeks. Actual delivery may vary due to traffic at the carrier. The provided track and trace code will give you insight into the status of the shipped order. See the table below for average delivery times.
| Country | Average delivery time |
| Netherlands | 1-2 days |
| Belgium | 1-2 days |
| Germany | 2-4 days |
| Italy | 2-5 days |
| France | 3-8 days |
| Ireland | 6-10 days |
| Denmark | 3-5 days |
| Greece | 6-10 days |
| USA | 14-21 days |
| EU other than listed above | 2-8 days |
Some products have a delivery time of 7-14 days. Are you buying multiple products? Then the entire order will not be shipped until it is complete. Always check the shipping tab on the product page for current information. You can recognize such products by the bold letters on the product page in the shipping tab: "ATTENTION: This product is made especially for you! Please allow 7 to 14 days for delivery". The delivery time for products with this marking is an estimate and may vary. Because these products are specially made to order, they cannot be cancelled from 3 days after placing your order.
Orders will not be shipped or delivered on holidays and Sundays.
Orders of products in pre-order or otherwise agreed purchases between customer and us, may differ from the above delivery promise. This is explicitly mentioned on the respective product page.
The shipment of the order takes place after the payment has been verified by the payment providers. The most well-known and popular payment providers process the payment immediately. SEPA bank transfer, Sofort take longer, this may take a few days longer.
When the order is shipped by KenJo Sabers you will receive a track and trace code by email. It is the buyer's responsibility to track the package and successfully accept or pick it up at a package point. If not, the package will be returned. Costs for resending are for the buyer.
The cost of shipment may vary per order. Do you live in the Netherlands, Belgium or Luxembourg? Then for orders over 90 euros no shipping costs will be charged. Orders below this amount will be charged shipping costs. For shipments to other European countries, we charge a fee varying between €0 and €14,99 depending on your location. Shipments outside of Europe are subject to a fee ranging between €9.99 and €19.99. These prices are subject to change. Current prices are viewable during the checkout process.
Shipments may be delayed during busy times. If your order is significantly delayed, we will contact you via email.
Warning to customers outside the European Union: When you place an order with KenJo Sabers, you are importing goods from the EU. Shipments outside the EU are shipped without prepaid import duties, taxes and surcharges and may potentially be claimed from you by local customs. These charges are not refundable.
The buyer is responsible for proper delivery of data at the time of purchase. If shipping goes wrong, due to buyer error, we are not responsible for loss (partial or otherwise) of the order. If we need additional data to ship, we will contact the buyer for this purpose. This may result in a delay in shipment. If the incorrect information, late pickup at a package point or refusal at the door of the shipment leads to the return of a shipment and the package needs to be resent, we will charge a fee equal to the cost of sending the package to the buyer's address. If the return shipment as described above is combined with a refund request and the order does not need to be resent, the cost of the initial shipment will be deducted from the refund. We will notify you when a package is unexpectedly returned. Packages are shipped insured and therefore require a signature at home. Delivery to a pick up point is not possible, please do not provide the address of a pick up point as delivery address. When the address of a pick up point is entered as shipping address, the package will be refused by the point and returned to sender. In many cases you can select a pick-up point or automatic parcel machine as an alternative to home delivery. We strongly recommend not using this. Make sure someone is present at the expected delivery time. This will prevent the package from being lost or delayed.
If the buyer receives a product he did not order, he should notify us by email as soon as possible (within 24 hours of receiving the order). The buyer will arrange for the return of the product after consultation and will be reimbursed for the costs.
Orders that have been shipped cannot be modified in any way by the seller. Reshipping, return acceptance or refund can only take place when the original package has been received back or the shipment has been marked as lost in mail by the shipping partner, or when the missing item investigation has been fully completed. Before then, we unfortunately cannot issue a refund or send a replacement product.
For more information on returns, please refer to the return policy..
If a shipment has still not been delivered to the buyer's delivery address 14 days after the shipping date, the buyer is required to contact us via email within 14 days (i.e., no later than 28 days after the shipping date). If this is not done, it is no longer possible to initiate an investigation. In that case, the status of the track & trace code will be taken as the truth.
The lost in mail investigation is performed by the shipping partner and can only be started when there has been no status update in the track and trace for 14 working days, or when the buyer claims not to have received the package while the tracking indicates that it has been delivered. In the latter case, we expect the buyer to first check if the package was delivered to neighbors or roommates, check if it is at a parcel point, and wait a few days to see if it is still delivered. Only when this has been ruled out can the investigation be started. It is the customer's responsibility to provide the information requested, to allow the investigation to proceed properly, and to respond to the requested information within 10 days. The client is required to actively cooperate in this process. This may include signing statements and providing additional supporting documentation in a timely manner. Because this investigation is conducted by the shipping partner and is entirely their responsibility, we cannot draw any substantive conclusions or offer remedies during this process.
If the buyer seeks a refund or reshipment because the product has not yet been delivered, was delivered incorrectly, arrived damaged, appears to be missing, or was not received in good condition for any other reason, KenJo Sabers can offer a solution only after the corresponding investigation has been completed and only if the outcome warrants it. In cases where the package has actually been lost, redelivery is the standard solution.
A full refund is only possible if redelivery is not possible, if KenJo Sabers decides to cancel the purchase, or if the product is still received by the buyer and returned within the return period in accordance with the return policy. Unilateral rescission of the purchase agreement by the buyer is not possible as long as the delivery is still open and KenJo Sabers is entitled to redelivery or repair. If KenJo Sabers decides to deviate from the standard procedure after completion of the investigation and still offers a refund instead of redelivery, only the costs paid by the buyer directly to KenJo Sabers will be reimbursed. Any self incurred costs to third parties, such as payment provider fees, legal assistance, transportation costs, time spent or import duties paid (only possibly applicable for orders outside the EU and only if imposed by local customs), cannot and will not be reimbursed by KenJo Sabers.
In cases of damage, the solution will depend on the nature and severity of the damage. If possible, KenJo Sabers may choose to send a replacement part, partial redelivery or appropriate credit. See also our return and refund policy for more information on damage handling.
In all cases where the buyer is not at fault for the faulty delivery or loss of the package, as intended and described in this shipping policy, KenJo Sabers will reship the product. Reshipment will occur only after the lost in mail investigation has been fully completed and it has been determined that all conditions have been met.
