Shipping and Delivery Policy

This Shipping and Delivery Policy applies to orders placed through www.pelcare.nl.

This website is operated by SA Brand House B.V.

1. Order Processing

We aim to process orders as quickly as possible after payment has been successfully completed.

Orders are usually processed during business days, excluding weekends and public holidays.

During busy periods, promotions, product launches or holiday seasons, processing times may be slightly longer.

2. Shipping From the Netherlands

Orders placed through www.pelcare.nl are shipped from the Netherlands.

Once your order has been processed and handed over to the carrier, you will receive a shipping confirmation email, where available, including tracking information.

3. Delivery Times

Estimated delivery times may vary depending on the destination country, carrier service, public holidays and other circumstances outside our control.

Estimated delivery times are generally:

Netherlands: 1–3 business days
Belgium: 2–4 business days
Germany: 2–5 business days
Other EU countries: 3–7 business days

Please note that delivery times are estimates only and are not guaranteed.

4. Shipping Costs

Shipping costs, if applicable, will be shown during checkout before you complete your order.

From time to time, we may offer free shipping promotions. Such promotions may be subject to minimum order values, destination restrictions or other conditions.

5. Incorrect or Incomplete Address

Please make sure that your shipping address is complete and correct before placing your order.

We are not responsible for delays, failed delivery or returned parcels caused by incorrect or incomplete address information provided by the customer.

If a parcel is returned to us due to an incorrect or incomplete address, additional shipping costs may apply to resend the order.

6. Failed Delivery or Unclaimed Parcels

If delivery is unsuccessful or if a parcel is not collected from a pickup point within the carrier’s allowed timeframe, the parcel may be returned to us.

In such cases, we may contact you to arrange reshipment. Additional shipping costs may apply.

If the order is cancelled after the parcel is returned to us, any applicable shipping costs may be deducted from the refund, unless otherwise required by applicable law.

7. Lost or Delayed Parcels

If your parcel appears to be delayed or lost, please contact us at info@pelcare.nl with your order number.

We will review the situation and, where necessary, contact the carrier for further investigation.

Please note that carrier investigations may take several business days.

8. Damaged Parcels

If your order arrives damaged, please contact us as soon as possible after delivery.

Please email us at info@pelcare.nl and include:

• your order number;

• clear photos of the damaged product;

• clear photos of the outer packaging;

• a short description of the issue.

We will review the case and may offer a replacement, refund or another suitable solution if the damage is confirmed.

9. International Shipping

We may ship to selected countries within the European Union.

Availability of shipping destinations may vary and will be shown during checkout.

For deliveries outside the Netherlands, delivery times may be longer due to local carrier processes and cross-border logistics.

10. Customs, Duties and Taxes

For orders shipped within the European Union, VAT is generally included in the product price where applicable.

If shipping outside the European Union becomes available in the future, customs duties, import taxes or other local charges may apply. These charges are the responsibility of the customer unless stated otherwise.

11. Order Cancellation Before Shipping

If you wish to cancel your order, please contact us as soon as possible at info@pelcare.nl.

Orders can only be cancelled if they have not yet been processed or shipped.

If your order has already been shipped, you may still be able to return the product after delivery in accordance with our Return and Refund Policy.

12. Contact

If you have any questions about shipping or delivery, please contact us:

SA Brand House B.V.
Email: info@pelcare.nl
Website: www.pelcare.nl