Shipping policy

Shipping Policy

At Zelanoir, we are committed to delivering your order safely and efficiently. This Shipping Policy explains how orders are processed and delivered to customers in Belgium.

Order Processing

Orders are normally processed within 3–5 business days after payment has been successfully received.

Orders are not processed or shipped on weekends or public holidays.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information, where tracking is available.

Shipping to Belgium

We currently offer shipping to addresses throughout Belgium.

Estimated delivery times are:

  • Standard Shipping: 5–10 business days after dispatch

  • Processing Time: 3–5 business days

  • Estimated Total Delivery Time: approximately 8–15 business days

Please note that delivery times are estimates and are not guaranteed. Delays may occasionally occur due to courier operations, public holidays, weather conditions, customs procedures, or other circumstances outside our control.

Shipping Costs

Shipping costs will be displayed at checkout before you complete your purchase.

Any applicable shipping charges will be clearly shown before payment is made.

Tracking Your Order

Once your order has been dispatched, we will provide tracking information when available.

You can use the tracking number provided in your shipping confirmation to check the status of your shipment.

Please allow 24–72 hours for tracking information to become active after your order has been dispatched.

Delivery Delays

While we work with our shipping partners to deliver orders within the estimated timeframe, delivery delays can occasionally occur.

If your order has not arrived within the estimated delivery period, please contact our Customer Service team with your order number and tracking information.

If no delivery period has been specifically agreed, applicable EU consumer rules generally provide for delivery without undue delay and no later than 30 days after the contract is concluded.

If an order is significantly delayed beyond the applicable delivery period, your statutory consumer rights may apply.

Lost or Missing Packages

If your tracking information shows that your package has been delivered but you have not received it, please first check:

  • Your mailbox or usual delivery location

  • With household members or neighbours

  • Any safe-place instructions provided to the courier

If you still cannot locate your package, please contact Zelanoir Customer Service so we can assist you.

Because the seller remains responsible for goods during delivery when using a carrier arranged by the seller, we will work with the shipping carrier to investigate delivery issues.

Incorrect Shipping Address

Please make sure your shipping address is correct before completing your order.

If you contact us before your order has shipped, we will do our best to correct the address.

Once an order has been shipped, we may not be able to change the delivery address.

If an order is returned to us because an incorrect or incomplete address was provided, additional shipping charges may apply before the order can be resent.

Damaged Packages

If your package appears damaged when delivered, please take photographs of the package and the item and contact us as soon as possible.

If the product was damaged during delivery, please provide:

  • Your order number

  • Photos of the shipping package

  • Photos of the shipping label

  • Photos showing the damage to the product

We will review the situation and work with you to find an appropriate solution.

Customs, Duties & Taxes

For orders shipped from outside the European Union, additional import duties, VAT, customs fees, or other charges may apply depending on the shipment and applicable Belgian/EU rules.

These charges, where applicable, may be collected by the courier or relevant authorities before or upon delivery. Belgian authorities note that purchases from foreign webshops may be subject to VAT and import duties.

Zelanoir cannot guarantee the exact amount of any customs or import charges that may apply.

Delivery Attempts

If the courier cannot deliver your package, they may attempt delivery again or leave instructions for collection, depending on the courier's procedures.

Please follow the courier's tracking instructions to arrange delivery or collection where necessary.

Address & Delivery Information

Customers are responsible for providing a complete and accurate delivery address, including:

  • Full name

  • Street address

  • House/apartment number

  • Postal code

  • City

  • Country

  • Any relevant delivery instructions

Contact Us

If you have questions about your shipment or need assistance with your order, please contact Zelanoir Customer Service.

When contacting us, please include your order number so we can assist you as quickly as possible.

Customer Service Hours: 9:00 AM – 6:00 PM (C.S.T.), Monday–Friday.

Important Consumer Rights

Nothing in this Shipping Policy is intended to limit or exclude any mandatory consumer rights that apply under Belgian or European Union law.

For online purchases in the EU, consumers generally have a 14-day right of withdrawal for eligible goods, subject to legal exceptions.