Delivery & missing parcels
These policies apply to consumer purchases from KCJ Skin.
Destinations and charges
We ship from the Netherlands to the Netherlands, Germany and Belgium. Delivery takes 2–5 working days, or 5–10 working days for products marked with that delivery time. If your order includes one of these products, allow 5–10 working days for the whole order. Both ranges include handling and start after payment confirmation. For advance bank transfers, the period starts when we receive your payment. Standard delivery is free in the Netherlands with a €25 minimum order after discounts; Germany and Belgium cost €3.99 including VAT. You do not pay import charges. Check the delivery time and total before payment.
Processing and delivery days
For orders to the Netherlands and Germany, standard handling takes 1–2 working days, followed by 1–3 working days in transit. Products marked with a 5–10 working day delivery time take 4–7 working days to dispatch, followed by 1–3 working days in transit. We process orders and deliver Monday to Friday, excluding public holidays. The order cut-off is 14:00 Amsterdam time. If your order or payment confirmation arrives after this time, on a weekend or on a public holiday, processing starts on the next working day.
Delayed, lost or marked delivered
Contact KCJ Skin with your order reference if delivery is late or tracking says delivered but you have not received the parcel. We investigate with the carrier and assess delivery evidence. You do not have to resolve our carrier claim yourself. For carriers offered by us, transit risk remains with us until you or your nominated recipient (other than the carrier) physically receives the goods. A delivery scan alone is not treated as conclusive proof if delivery is disputed.
Your choice and refund rights
Where withdrawal applies, you can cancel before delivery without giving us extra delivery time. Otherwise, for a missed estimated delivery date you may set a reasonable additional deadline and terminate if we still do not deliver. No extra deadline is required where the law permits immediate termination, such as refusal to deliver or an essential agreed deadline. We arrange replacement delivery where agreed or refund when legally due. A carrier investigation or insurance payout does not suspend your consumer rights or refund deadline. Report issues promptly to help preserve evidence; carrier claim windows do not replace your statutory rights.