Shipping & Delivery
Shipping & Delivery
At Eqclusive, we take shipping seriously. Our aim is to ensure that every order is dispatched as efficiently, accurately and professionally as possible.
We operate across two fulfilment locations: Poland and the United Kingdom.
For the sake of clarity, most of our stock is held in Poland, and the majority of orders are therefore dispatched from our Polish fulfilment centre. Our own Eqclusive product ranges are primarily shipped from Poland.
Selected items may occasionally be dispatched from the United Kingdom, depending on stock position and operational requirements. In some cases, orders containing products from different fulfilment locations may be shipped in separate parcels.
Shipping charges
Shipping is calculated automatically at checkout based on the delivery destination, parcel size, parcel weight and the courier services available for your order.
From time to time, courier integrations or automated checkout systems may generate a shipping rate that appears unusually high or disproportionate to the order value. If this happens, please do not place the order immediately.
Instead, please email kontakt@eqclusive.pl with the following details:
- A screenshot of your cart
- Your full name
- Your full delivery address
- Your email address
- Your phone number
We will review the shipment manually and, where possible, prepare a custom checkout with a more accurate shipping rate.
We would always rather assess a shipment properly than allow a customer to pay an inflated automated rate that does not reflect the most sensible delivery option.
Dispatch times
We aim to dispatch orders within 1–3 working days of receiving cleared payment.
Please note that dispatch times may be slightly longer during peak trading periods, product launches, promotional events, public holidays, or where additional checks are required before shipment.
Once your order has been dispatched, you will receive a shipping confirmation email together with tracking details, where applicable.
Split shipments
As we fulfil from more than one location, certain orders may be dispatched in separate parcels.
This may arise where products within the same order are stocked in different warehouses, or where separate shipment is the most effective way to fulfil the order.
If your order arrives in more than one parcel, this does not mean that anything is missing. It simply means that your order has been processed in the most appropriate way.
Delivery estimates
Any delivery timeframes shown at checkout, in confirmation emails, or elsewhere on our website are estimates only.
They are not guaranteed delivery dates.
Transit times may vary depending on destination, courier performance, customs processing, local delivery conditions, seasonal demand, weather disruption, transport delays, or other factors outside our control.
Customs duties, import taxes and additional charges
For international orders, customs duties, import taxes, clearance fees, handling charges, brokerage fees and any other import-related costs are not collected by us upfront unless explicitly stated otherwise at checkout.
These charges, where applicable, are the responsibility of the customer.
Eqclusive has no control over customs authorities, import regulations, local procedures or charges applied by the destination country. We therefore strongly recommend that customers familiarise themselves with their local customs requirements before placing an order.
We are not responsible for delays caused by customs clearance, import inspections, local authority procedures, or courier processing once the parcel has arrived in the destination country.
Additional shipping charges
Whilst our checkout system is designed to calculate shipping automatically, we reserve the right to contact you before dispatch if an order requires an additional shipping payment due to circumstances such as oversized parcels, heavier consignments, remote or surcharge delivery zones, specialist courier handling requirements, or multi-parcel fulfilment requirements not accurately reflected at checkout.
If this applies, we will contact you before shipment is made. Should you choose not to proceed, the order may be cancelled and refunded prior to dispatch.
Delivery address accuracy
It is the customer’s responsibility to ensure that all delivery details entered at checkout are complete and accurate.
Eqclusive cannot accept responsibility for delays, failed deliveries, returned parcels or additional costs arising from incorrect or incomplete shipping information.
This includes, but is not limited to, incorrect address details, omitted house or apartment information, failed delivery attempts, refused delivery, failure to collect a parcel from a depot, locker or collection point, or failure to respond to customs or courier communications.
If a parcel is returned to us for any of these reasons, any re-shipping costs will be the responsibility of the customer.
Returned parcels and refused customs charges
If an order is returned to us because customs charges were refused, the parcel was unclaimed, delivery could not be completed, or the customer failed to comply with customs or courier requirements, we reserve the right to deduct from any refund:
- the original outbound shipping cost
- any return shipping charges incurred
- any customs, clearance, handling or brokerage charges imposed on the return
- a reasonable administrative charge where applicable
Any refund will only be processed once the parcel has been received back and checked by our team.
Please note that international returns caused by failed delivery or refused customs charges can take a considerable amount of time to reach us.
Shipping availability
Shipping availability depends on destination and courier coverage.
If your country or region is unavailable at checkout, or if the shipping rate shown appears unreasonable, please contact us at kontakt@eqclusive.pl before placing your order.
We will review what is possible and advise you accordingly.
Need assistance before ordering?
If you have any questions regarding shipping, delivery, customs, or the rate shown at checkout, we encourage you to contact us before placing your order.
The most effective time to resolve any shipping query is before payment, not once a parcel is already in transit.
Contact: kontakt@eqclusive.pl
By placing an order on our website, you agree to these Shipping & Delivery terms.
