Delivery & Returns
On this page you will find all the details about delivery times, shipping costs, assembly and the returns process. Do you have a quick question? Check our FAQ page first.
Delivery Time
We do our utmost to deliver your order as quickly as possible. Are you ordering accessories, charcoal, seasonings or a Shichirin on working days before 14:00? Then we will dispatch your order the same day. Orders placed at the weekend are processed and dispatched on the next working day.
Delivery times vary by country:
- Netherlands
Accessories, charcoal, seasonings and Shichirins ordered on working days before 14:00 are dispatched the same day.
Kamado's are delivered within 1 to 3 working days.
- Belgium
Accessories, charcoal, seasonings and Shichirins ordered on working days before 14:00 are delivered within 1 to 2 working days.
Kamado's are delivered within 2 to 5 working days.
- Germany and France
Accessories, charcoal, seasonings and Shichirins ordered on working days before 14:00 are delivered within 2 to 4 working days.
Kamado's are delivered within 3 to 7 working days.
- Spain and Italy
Accessories, charcoal, seasonings and Shichirins ordered on working days before 14:00 are delivered within 4 to 7 working days.
Kamado's are delivered within 5 to 10 working days.
- United Kingdom
Accessories, charcoal, seasonings and Shichirins ordered on working days before 14:00 are delivered within 5 to 7 working days.
Kamado's are delivered within 5 to 10 working days. Please note that your order may be subject to customs duties and import taxes upon arrival. These costs are for the account of the recipient.
When placing your order, you can indicate your preferred delivery date for a Kamado.
Kamado Delivery
Your Kamado is delivered to your home by our specialist delivery service. The delivery service will contact you on the day of delivery, approximately half an hour to an hour in advance, so they do not arrive at a closed door. The delivery service delivers to the threshold of the front door, provided the road surface allows it, but always on the ground floor. Please note that the delivery service will not unpack or assemble the Kamado. Do you have a gravel driveway or a difficult to access entrance? There is a chance the Kamado will be delivered in front of the path or driveway. Would you like to know in advance what the options are for your situation? Please contact our customer service at [email protected]. It is important that you are at home on the day of delivery. Kamado's are never delivered to a collection point or parcel locker.
Delivery Costs
Delivery costs depend on the country of destination and the size of your order. In the Netherlands and Belgium we offer free delivery on orders over € 75,-. For orders under € 75,- we charge € 7.95 shipping costs. For Germany, France, Spain and Italy, shipping costs are calculated at checkout and depend on the weight and dimensions of your order. For the United Kingdom, shipping costs are also calculated at checkout. Different shipping costs may apply for the delivery of Kamado's abroad. Please contact us at [email protected] for more information.
Assembly
Your order is delivered to your home but may in some cases need to be assembled by you. Do you need help with assembly? Please watch our instruction videos or contact us at [email protected].
Other Products
Accessories, charcoal, seasonings and Shichirins are shipped via one of our delivery partners. Once your order leaves our warehouse, you will automatically receive a tracking code so you can follow your parcel.
Returns
Are you not satisfied with your order? We are happy to help. If the item is unused, you can return it in its original packaging within 14 days of receipt.
Return Form
Do not forget to complete the return form and include it in your parcel for quick processing. Please note: this return form is only used when you wish to send a product back. Do you want to cancel the agreement without sending the product back? Then please read the Right of Withdrawal section below first. Do not have a return form? Download it here.
Original and Unused Condition
Once your returned item has been received by us, we will check whether it is unused and in its original condition. When the return is accepted, you will receive a confirmation by email. If the item has been used and/or is not in its original condition, the return will be refused.
Return Period
It is possible to return an item within 14 days of receiving your order. After we have received and accepted the return, you will receive a refund within a few days.
Return Costs
The cost of returning items is for your own account and depends on the delivery service you use. Make sure you send the parcel with a tracking code so you can track it at all times. Do not forget to keep your proof of postage. Customers in the Netherlands have the option of returning their order free of charge to our showroom in Terneuzen. For customers outside the Netherlands, returning via the showroom is not possible without contacting us in advance.
Exchanging an Item
Would you like to exchange an item for a different choice? We ask you to return the item and place a new order yourself.
Right of Withdrawal
Withdrawing is different from returning. When you withdraw, you cancel the agreement with us within the statutory cooling-off period, before you have necessarily sent the product back. Returning is the actual act of sending the product back.
You have the right to withdraw from your order within 14 days of receipt, without giving any reason. This 14-day period starts on the day you or a third party designated by you received the product. To exercise your right of withdrawal, you must inform us of your decision by means of an unambiguous statement before the withdrawal period has expired. Please contact us at [email protected] or by phone on +31 (0)88 688 0600.
You can use the model withdrawal form for this purpose, or you can send any other clear statement to us indicating that you are withdrawing from the agreement. Please note: this model withdrawal form is not the same as the return form you use when you are actually sending a product back. After receiving your withdrawal request, we will contact you with further instructions.
Consequences of Withdrawal
If you withdraw from the agreement, you will receive all payments you have made up to that point, including shipping costs, back from us as quickly as possible and in any case within 14 days of us being informed of your decision to withdraw from the agreement. We may wait to refund until we have received the product back, or you have demonstrated that you have returned the product, whichever comes first.
Right of Inspection and Depreciation
You have the right to open and inspect the product as you would in a shop. If the product has been used more than is reasonably necessary, we reserve the right to charge a depreciation.
Questions?
Is your question not listed here or would you like to know more about delivery in your specific situation? Please contact our customer service, available Monday to Friday from 08:00 to 17:00 at [email protected] or +31 (0)88 688 0600.
