Shipping policy

This Shipping Policy applies to all orders placed through khuulshop.com, operated by Khuul OÜ, Estonia. It forms part of our Terms and Conditions.

Order processing

Orders are processed on working days, excluding Estonian public holidays. Once payment has been confirmed, your order enters fulfillment and is prepared for dispatch.

You will receive an order confirmation by e-mail immediately after purchase, and a separate dispatch confirmation containing your tracking number once the parcel has left our facility.

Delivery times

Orders are delivered within 5 to 10 working days after the order has been fulfilled, both within the European Union and worldwide.

Delivery times are estimates and are counted from dispatch, not from the moment the order is placed. They exclude weekends and public holidays in the destination country.

In exceptional circumstances outside our reasonable control, including customs inspections, carrier disruption, extreme weather or public holidays in transit countries, delivery may take up to 45 calendar days. Where a delay of this nature occurs, we will contact you.

Shipping method

All orders are shipped using priority delivery with tracking. A tracking number is provided for every order and can be used to follow your parcel from dispatch through to delivery.

We do not offer untracked shipping.

Coverage

We ship to the European Union and worldwide. If your destination cannot be served by our carriers, you will be notified before your order is processed and the order will be refunded in full.

Duties, taxes and import fees

All orders are shipped DDP (Delivered Duty Paid). All customs duties, taxes and import fees are prepaid by us.

You will not be charged anything on delivery. There are no hidden costs and no additional fees payable to the carrier. If a carrier ever requests payment from you on delivery, contact us at help@khuulshop.com before paying and we will resolve it.

Shipping costs

Shipping costs are calculated at checkout based on your destination and are displayed before you complete your order. Any free shipping thresholds or promotions are shown on the product page and applied automatically at checkout.

Please note that original shipping charges are non-refundable if you later return your order. Full details are set out in our Returns and Refunds Policy.

Tracking your order

Your dispatch confirmation contains a tracking link. Tracking information can take up to 5 working days to become active after dispatch.

You can also view your orders and their status at any time from your customer account.

Delivery addresses

It is your responsibility to provide a complete and accurate delivery address. If you notice an error, contact us at help@khuulshop.com immediately. We can usually correct an address before dispatch, but not afterwards.

If a parcel is returned to us because the address was incomplete or incorrect, or because delivery was refused or went unclaimed, we will contact you to arrange redelivery. The cost of redelivery is payable by you.

Lost or damaged parcels

If your tracking has not updated for an extended period, or your parcel arrives damaged, contact us at help@khuulshop.com with your order number and, where relevant, photographs of the packaging and contents.

We will open an investigation with the carrier. Where a parcel is confirmed lost in transit, or arrives damaged, you are entitled to a replacement or a full refund including original shipping, at no cost to you.

Split shipments

Where an order contains multiple items, we may dispatch them separately at no additional cost to you. Each shipment will have its own tracking number.

Contact

Questions about shipping can be sent to help@khuulshop.com. We respond to all enquiries within two working days.