Shipping policy
Shipping Policy (B2C – EU & UK Customers)
Order Placement
Orders can be placed through our website at www.kandes.eu. Please ensure all provided information is accurate to avoid processing delays.
Currency Display & Payment
- Prices on our website are displayed in the customer’s local currency based on browsing location.
- At checkout, all prices revert to EUR (€) regardless of the displayed currency while browsing.
- Payments are processed in EUR (€), and any exchange rate variations are determined by your payment provider.
- Refunds are also issued in EUR (€), and currency fluctuations between the purchase and refund date are beyond our control.
Order Confirmation
Upon placing an order, you will receive an initial Order Confirmation email acknowledging receipt but not acceptance of your order. Once your order is accepted and processing begins, you will receive a Fulfillment Confirmation email. After this point, cancellation is no longer possible, except as outlined in our Cancellation Policy.
Delivery Time
Estimated delivery times are provided in the Fulfillment Confirmation.
For deliveries within the EU & UK:
- Handling time: 2-4 business days (Monday to Friday).
- Transit time (EU): 5-8 business days (Monday to Friday).
- Transit time (UK): 7-12 business days (Monday to Friday), subject to customs clearance.
While we strive to meet these estimates, delivery times are not binding. If a delay occurs, we will inform you, but this does not entitle you to cancel the order unless expressly agreed in writing.
Delivery Methods
We work with reputable carriers, including UPS, DHL, GLS, Rhenus, GEL, DHL Freight, and UPS Freight. Tracking information will be provided where available.
Shipping is available to locations within the European Union (EU) and the United Kingdom (UK). For shipments outside these regions, please contact customer service.
Shipping Costs
EU & UK Orders
Shipping for panel orders is quoted per order, based on the shipment size, destination and delivery timeline. There are no fixed shipping tiers and no free-shipping thresholds.
Samples are the exception: sample shipping is charged at a flat rate of 7 EUR per standard sample and 4 EUR per INCA tile, shown at checkout. For private customers, the full sample cost — the sample itself and its shipping — is credited toward the first order; for VIES-verified EU trade customers, samples and sample shipping are complimentary.
📌 Important for UK Orders:
- While shipping costs are the same as for the EU, UK orders are subject to customs duties, import VAT, and additional clearance fees, which are entirely the customer’s responsibility.
- The courier will inform the customer of any amounts due before delivery.
Markets Outside the EU & UK
Shipping costs vary based on destination and order size. Please contact customer service for a shipping quote.
Customs, VAT, and Duty Fees
- EU Orders: VAT is included in the total price at checkout, calculated based on the applicable VAT rate for the customer’s shipping address.
- UK Orders: Prices are exclusive of VAT. The customer is responsible for paying import VAT, customs duties, and clearance fees upon entry into the UK.
📌 Important for UK Customers:
- No VAT is collected by the Company at checkout.
- The courier will notify you of any additional charges before delivery.
- We recommend checking with UK customs authorities for specific import costs before placing an order.
Damage and Visible Defects
Upon receiving your order, please inspect the items for any visible defects or damages. Any issues must be reported within five (5) business days, along with photographic evidence. We will verify the claim and arrange for a replacement or refund within 14 business days after receiving the returned goods.
Damage and Partial Loss in Transit
If products are damaged or lost during transit, you must report the issue within five (5) business days, providing detailed information and pictures. We will assess the claim and arrange for a replacement or compensation, depending on the situation.
Risk and Ownership
- EU Orders: Ownership transfers to the customer upon full payment. Risk of loss or damage passes to you once the products are physically delivered to the specified address.
- UK Orders: Risk of loss or damage passes after customs clearance, when the goods are handed over to the final carrier in the UK.
Pick-up Option
Customers may arrange to pick up orders directly from our designated warehouse by appointment. If goods are not collected within the agreed timeframe, storage fees may apply (€15-€35 per cubic meter per day).
International Shipping
For customers outside the EU & UK, duties and taxes are calculated separately and are the responsibility of the customer. Please ensure you are aware of any potential additional costs before placing your order. Contact our customer service for a detailed shipping quote.
📌 Important for Refunds:
Refunds are issued in EUR (€), regardless of the currency displayed during browsing or the original payment currency. Exchange rate fluctuations between purchase and refund dates are the customer’s responsibility.
For further details on modifications, cancellations, and returns, please refer to our full Terms and Conditions.
Shipping Policy (B2B – EU & UK Customers)
Order Placement
Orders can be placed through our website at www.kandes.eu. Please ensure all provided information is accurate to avoid processing delays.
Currency Display & Payment
- Prices on our website are displayed in the Purchaser’s local currency while browsing.
- At checkout, all payments revert to EUR (€), regardless of browsing currency.
- Any exchange rate fluctuations are determined by the Purchaser’s payment provider.
📌 Refunds are issued in EUR (€). Currency fluctuations between purchase and refund dates are beyond our control.
Order Confirmation
Upon placing an order, you will receive an initial Order Confirmation email acknowledging receipt but not acceptance of your order. Once your order is accepted and processing begins, you will receive a Fulfillment Confirmation email. After this point, cancellation is no longer possible, except as outlined in our Cancellation Policy.
Delivery Time
For deliveries within the EU & UK:
- Handling time: 2-4 business days (Monday to Friday).
- Transit time (EU): 5-8 business days (Monday to Friday).
- Transit time (UK): 7-12 business days (Monday to Friday), subject to customs clearance.
While we strive to meet these estimates, delivery times are not binding.
Delivery Methods & Shipping Costs
Shipping is quoted per order, based on the shipment size, destination and delivery timeline. There are no fixed shipping tiers and no free-shipping thresholds.
📌 Important for UK Orders:
- UK orders are subject to customs duties, import VAT, and any additional clearance fees, which are entirely the Purchaser’s responsibility.
Customs, VAT, and Duty Fees
- EU Orders: VAT is included at checkout, based on the shipping address.
- UK Orders: Prices are exclusive of VAT. Purchasers must pay import VAT and customs duties upon entry into the UK.
📌 UK Purchasers:
- No VAT is collected at checkout.
- The courier will notify you of any additional charges before delivery.
Damage and Visible Defects
Upon receiving the Products, the Purchaser must inspect them for visible defects or errors. Issues must be reported within five (5) business days with photographs and a detailed description. The Company will verify the claim and provide a replacement or refund as appropriate.
Late Delivery
If a delivery delay occurs, we will inform the Purchaser. Delays do not entitle the Purchaser to cancel the order unless expressly agreed in writing.
Transfer of Ownership and Risk
- Ownership transfers only upon full payment of the invoice.
- Risk transfers upon delivery according to DAP (Delivered at Place) Incoterms 2020.
For further details, please refer to our full Terms and Conditions.