Shipping policy
1. Processing time
Orders are processed within 1 to 2 business days.
Orders placed on weekends or public holidays are processed on the next business day.
During busy periods, processing time may vary slightly. If there is a delay, the customer will be informed.
2. Delivery times
Estimated delivery times are:
Belgium: 7 to 14 business days
Netherlands: 7 to 14 business days
Other EU countries: 8 to 15 business days
These are estimates that may vary due to external factors such as carrier delays, weather conditions, or border controls.
3. Shipping costs
Shipping costs are automatically calculated at checkout based on the delivery address.
Free shipping may apply above a certain order value (if stated on the website).
Any import duties or customs fees for international shipments are the responsibility of the customer.
4. Order confirmation and tracking
After placing an order, the customer receives a confirmation email.
Once the order has been shipped, the customer receives a second email with tracking information (if available).
It is the customer’s responsibility to provide correct contact details and a valid delivery address.
5. Undeliverable packages
Packages that cannot be delivered due to:
incorrect address information
failure to pick up from a collection point
refusal by the customer
will automatically be returned to us. In these cases, additional costs may be charged or deducted from a refund, if applicable.
6. Damaged or missing shipments
If a package is delivered damaged, the customer must report this within 48 hours, including photos of the damage.
Missing items in a shipment must be reported within 48 hours.
We will carefully investigate each report and, if confirmed, provide an appropriate solution.
7. Delivery errors
If we accidentally delivered the wrong item, all additional shipping costs will be covered by Martens & Jacobs. The customer must report the error within 48 hours.
8. Shipping partners
We work with reliable shipping partners. The choice of carrier depends on the destination and the type of order.
9. Responsibility during transport
Once an order has been handed over to the carrier, responsibility for transport lies with the shipping partner. If a package goes missing during transport, we will investigate this together with the carrier. We aim for proper resolution for the customer according to the carrier’s policies.
10. Contact
For questions about shipping or issues with an order, you can contact us. Go to the customer support and click the link CONTACT.