In principle, your order will be packed the same day after we have received your payment. You will always receive an email from us with a confirmation of your order and payment. If not, please check your spam. After your order has been shipped, we/or the parcel service will send you an email with the track and trace code of your shipment. There you can also find all the important information about your shipment.
How long will my shipment take?
How long the shipping takes exactly depends on what you ordered, in what period of the year, and where the order has to go. From our experience, we can say that the package delivery option is generally the quickest way. And to give you an indication; generally, a shipment within the Netherlands takes 1 to 3 business days, after the payment has been received. Shipments abroad often take 2 to sometimes 10 days. Shipments outside the EU can take from 1 to 3 weeks, depending on what and how much you order. Shipping outside the EU is only possible with customs forms which also makes the prices much more expensive.
As you noticed we give a broad delivery term, to avoid disappointment. Also because it is difficult for a one-man company to guarantee that your package is always shipped on time. And it is always possible that your shipment will be delayed due a malfunction or local holidays. When the delay is heavy because of one of these reasons, the customer will always receive an email from us.
As you’ve read we are dependent on an external force and therefore we try to keep it as simple as possible. To avoid misunderstandings and disappointments. And, what is time anyway? Postal companies are very busy these days and the online stores growth has not exactly slowed down in recent years. Especially around the holidays! With us, you do not have to deal with time that you have to pay attention to, such as "ordered before 5 pm, delivered tomorrow!". Because stressing is not good for you at all! Especially if it’s based on a lie. We like to keep it simple for the customer, take it easy!
Because many online shops offer free shipping, I want to tell you, why EP does not offer free shipping. The point is that the transport of your order will always bring costs to the sender, the webshop. These costs must be paid at the end. Mostly this is included in a percentage of the price of the product itself. Usually, this is done by a percent over the product which makes you sneaky pay more than the product is actually worth! With EP, you know exactly what you pay for.
Almost all products are packed in foam or bubble wrap. And we use removable tape so the unpacking goes smoothly. Do you have special requests for creative packaging? As a gift or with a message? Mail us before or directly after placing your order! We will do this for free.
Before we ship your products, we always test them to make sure they work properly. Especially with our lighters, we find this very important. We do this to guarantee quality! And to avoid misunderstandings. We only use a small amount of butane gas for this, because sending full gas lighters by mail is not allowed. We sometimes get reproached for this, but webshops that do this are not following the law. The same applies to sending fireworks by post.
If you are in the Netherlands and in or around the area of the municipality 't Hof van Twente, pick up by appointment is also no problem. This requires an appointment to be made, this can be done via our email address email@example.com
If the product is not as desired or expected (and unused including original packaging). You can always return your products. Please fill in this form for returns and to ensure that the process proceeds as quickly as possible, we request that you contact us in advance by email address firstname.lastname@example.org. After receiving the product, the purchase amount will be refunded. This amount will often be returned to your account in one of the following working days. Exchange is also possible.