Shipping policy
All orders placed before 3:00 p.m. Monday through Friday will be handed over to the carrier (PostNL, DHL, DPD) the same day. Orders placed after 3:00 p.m. will be handed over to the carrier by the end of the following day. Orders are not shipped or delivered on holidays or Sundays. As soon as your order is packed, you will automatically receive an email with the tracking code.
Orders placed on Saturday will be handed over to the carrier on the next business day. In most cases, this is Monday.
Orders placed are scheduled for next-day delivery if the shipping address is in the Netherlands. If the shipping address is in Belgium, delivery takes one additional day. If the shipping address is elsewhere in Europe, delivery takes one to four additional days. Orders placed outside of Europe have a longer delivery time, which can vary from one to three weeks. For orders outside the EU, such as to the United States, it may also take longer for the tracking code to become available: you will typically receive it automatically by email within 3–7 days after placing your order. Actual delivery times may vary due to high volume at the carrier. You can track the status of your shipment using the tracking code. See the table below for average delivery times.
| Country | Average delivery time |
| The 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 those listed above) | 2-8 days |
Some products have a delivery time of 7 to 14 days. Are you purchasing multiple products? In that case, the entire order will not be shipped until it is complete. Always check the shipping tab on the product page for up-to-date information. You can identify these products by the bold text on the product page under the “Shipping” tab: “PLEASE NOTE: This product is made especially for you! Please allow 7 to 14 days for delivery.” The delivery time for products with this label is an estimate and may vary. Because these products are made to order, they—like pre-orders and custom orders—cannot be canceled 3 days or more after placing your order.
Orders are not shipped or delivered on holidays or Sundays.
Orders for pre-order products or other purchases agreed upon between the customer and us may differ from the delivery commitment stated above. This is explicitly noted on the relevant product page.
The order will be shipped after the payment has been verified by the payment providers. The most well-known and popular payment providers process the payment immediately. SEPA bank transfers and Sofort take longer; this may take a few extra days.
When the order is shipped by KenJo Sabers, you will receive a tracking code via email. It is the buyer’s responsibility to track the package and either successfully accept delivery or, if necessary, pick it up at a package pickup location. If this is not possible, the package will be returned. The buyer is responsible for any costs associated with reshipping.
Shipping costs may vary by order. Do you live in the Netherlands, Belgium, or Luxembourg? If so, there are no shipping charges for orders over 90 euros. For orders below this amount, shipping charges will apply. For shipments to other European countries, we charge a fee ranging from €0 to €15.99, depending on your location. Shipments outside of Europe are subject to a fee ranging from €9.99 to €24.99. These prices are subject to change. Current prices are displayed during the checkout process.
During busy periods, there may be delays in shipping. If your order is significantly delayed, we will contact you by email.
Notice for 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 sent without prepaid import duties, taxes, and surcharges, and you may be required to pay these fees to local customs authorities. These costs will not be reimbursed.
The buyer is responsible for providing accurate information at the time of purchase. If a shipment goes wrong due to an error made by the buyer, we are not responsible for any (partial) loss of the order. To prevent shipping issues caused by incorrect or unclear information as much as possible, you can select the KenJo Zeker Service during checkout, if available. This ensures, among other things, that your order undergoes an additional address and order verification before shipping. If we need additional information to ship the order, we will contact the buyer. This may result in a delay in shipping. If incorrect information, failure to pick up a package from a pickup point in a timely manner, or refusal of the shipment at the door results in the return of a shipment—thereby requiring the package to be reshipped—you will be charged a fee equal to the cost of sending the package to the buyer’s address. If the return shipment described above is combined with a request for a refund—and the order therefore does not need to be reshipped—the shipping costs for the initial shipment will be deducted from the refund. We will notify you if a package is unexpectedly returned. Packages are shipped insured and therefore require a signature upon delivery at the recipient’s home. Delivery to a pickup point is not possible; please do not provide a pickup point address as the delivery address. If a pickup point address is entered as the shipping address, the package may be refused by the pickup point and returned to the sender. In many cases, you can use the shipping company’s app to select a pickup point or package locker as an alternative to home delivery. We strongly recommend against using this option. Make sure someone is present at the expected delivery time. This will prevent the package from getting lost or being delayed.
If the buyer receives a product that they did not order, they must notify us by email as soon as possible (within 24 hours of receiving the order). The buyer is responsible for returning the product after consulting with us and will be reimbursed for the return shipping costs.
If a shipment is damaged, open, or otherwise incomplete, you must accept the package and send us photos so that we can assess the situation and, if necessary, send replacement parts. If you do refuse the package, please take photos beforehand and have the refusal documented; if the package is subsequently marked as delivered, an investigation by the shipping partner will be required first, which will delay and complicate the resolution of the issue.
Orders that have been shipped cannot be modified in any way by the seller. Reshipment, acceptance of a return, or a refund can only take place once the original package has been received, the shipment has been marked as “delivered” by the shipping partner, or the investigation into the missing package has been fully completed. Until then, we unfortunately cannot issue a refund or send a replacement product.
For more information about returns, please see 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 will no longer be possible to initiate an investigation. In that case, the status shown by the tracking code will be considered accurate.
The "lost in transit" investigation is conducted by the shipping partner and can only be initiated if there has been no status update in the track-and-trace system for 14 business days, or if the buyer claims not to have received the package even though the tracking information indicates that it has been delivered. In the latter case, we expect the buyer to first check whether the package was left with neighbors or housemates, verify whether it is at a package pickup location, and wait a few days to see if it is delivered after all. Only once these possibilities have been ruled out can the investigation begin. It is the customer’s responsibility to provide the requested information to ensure the investigation proceeds smoothly and to respond to the request for information within 10 days. The customer is required to actively cooperate in this process. This may include, among other things, signing statements in a timely manner and providing additional supporting documents. Since this investigation is conducted by the shipping partner and is entirely under their responsibility, we cannot draw any substantive conclusions or offer solutions during this process.
If the buyer requests a refund or reshipment because the product has not yet been delivered, was delivered incorrectly, arrived damaged, appears to be missing, or has not been received in good condition for any other reason, KenJo Sabers can only offer a solution 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 buyer has received the product and returns it within the return period in accordance with the return policy. The buyer may not unilaterally cancel the purchase agreement as long as the delivery is still pending and KenJo Sabers is entitled to reship the product or repair it. If, after completing its investigation, KenJo Sabers decides to deviate from the standard procedure and nevertheless offers a refund instead of a replacement, only the costs that the buyer paid directly to KenJo Sabers will be reimbursed. Any costs incurred by the buyer through third parties, such as payment processor fees, legal assistance, shipping costs, time spent, or import duties paid (applicable only to orders outside the EU and only if imposed by local customs authorities), cannot and will not be reimbursed by KenJo Sabers.
In the event of damage, the solution depends on the nature and severity of the damage. If possible, KenJo Sabers may choose to send a replacement part, make a partial reshipment, or issue an appropriate credit. See also our returns and refund policy for more information on how we handle damage claims.
In all cases where the buyer is not at fault for the incorrect delivery or loss of the package, as intended and described in this shipping policy, KenJo Sabers will reship the product. Reshipment will only take place after the Lost in Mail investigation has been fully completed and it has been determined that all conditions have been met.
