Delivery Policy

1.     Introduction

1.1    In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website.

1.2    This policy shall not create legally enforceable rights and obligations; rather, our usual practice in relation to the delivery of products is indicated in this policy.

2.     Delivery charges

2.1    We offer free standard delivery to the European Union:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. In respect of the standard delivery method, delivery charges will be 00,00€;

2.1    We offer standard delivery to the United Kingdom:
England, Scotland, Wales, and Northern Ireland. In respect of the standard delivery method, delivery charges will be 99,00€;

2.3    We may offer standard delivery to the countries of the rest of the world. After receiving an email inquiry, we will manually check delivery possibilities and respond with expected delivery date and price.

3.     Delivery Time (methods and periods)

3.1    The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:

(a)    if your delivery address is on the European Union mainland, you will be able to select or only use our preselected shipping method, and the typical period for delivery of products by this method is 3-11 working days, with our deserved right of 30 days, unless clearly stated otherwise. We are committed to making every effort to ensure timely delivery.

(b)    if your delivery address is on the United Kingdom mainland, you will be able to select or only use our preselected shipping method, and the typical period for delivery of products by this method is 3-11 working days, with our deserved right of 30 days, unless clearly stated otherwise. We are committed to making every effort to ensure timely delivery.

(c)    if your country is outside the EU or the UK, the typical period for delivery of the product is not known in advance, but will instead be offered to you via email by our support agent.

3.2    If you place your order by 1pm GMT/BST  on a working day, these time periods run from the close of business on that day; if you place your order after 1pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

3.3    The delivery periods set out in this Section 3 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

3.4    We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

4.     Geographical limitations

4.1    We will usually be able to deliver to the following countries and territories: most countries in the European Union, and the United Kingdom. We can not offer delivery to Belgium and island countries and territories, including; Malta, Cyprus, British Overseas Territories, Tenerife, Las Palmas, and the Azores.

3.2    We may from time to time agree to deliver products to other countries and territories.

5.     Delivery tracking

5.1    Delivery tracking is available in respect of all orders for our products.

5.2    To track your delivery, enter your order number (which is provided in your order confirmation email) into our delivery service provider’s website here: https://www.17track.net/. In case the link is not operational in the time of your web visit, we recommend visiting https://www.ship24.com/ instead.

6.     Receipt and signature

6.1    All deliveries must be received in person at the delivery address, and a signature must be provided. The receiver must be present during delivery.

6.2    Our delivery service provider will notify you in advance of attempting to make a delivery requiring a signature.

7.     Additional deliveries

7.1    If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.

8.     Collection

8.1    Procedure of collection; The collection process involves tracking your package using the provided tracking code upon order placement. Our designated delivery courier will contact you a few hours prior to the scheduled delivery date to confirm the precise delivery time. The recipient is expected to receive the package at the specified address provided during the order placement. There are no extra costs or requirements upon receiving the goods.

8.2    If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

8.3    If the package is refused for collection without prior agreement with our company, leading to the return of the product to our warehouse, a shipping fee of 200,00 EUR will be deducted from the refunded amount

9.   Delivery problems

9.1  If you experience any problems with a delivery, please contact us within 8 days, using the contact details that we publish on our website or otherwise notify you.

9.2  If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

9.3  An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a)    you provided the wrong or missing address/phone number for delivery;

(b)    there is a mistake in the address for delivery that was provided;

(c)    the address for delivery is not reasonably accessible;

(d)    the address for delivery cannot safely be accessed;

(e)    if in-person receipt is not required, there are no easy and secure means of leaving the products at the address for delivery and there is no person available to accept the delivery; or

(f)     if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

9.3 In case you want to return the item to us for any reason, follow our Returns and Refund policy https://engue.net/refund-returns/