Last updated: 18/07/2026
Table of contents
- At a glance
- Delivery zones
- Shipping methods and delivery times
- Shipping costs
- Order tracking
- Receipt and inspection
- Transfer of risk
- Delivery issues
- Contact
1. At a glance
Summary of our shipping policy:
– Countries served: Luxembourg, France, Belgium, Germany
– Average delivery time: 2 to 4 business days (Luxembourg and Greater Region)
– Free shipping on orders of 150 € or more
– Parcel tracking included for all orders
– Maximum delivery time: 30 days after the order (legal obligation)
2. Delivery zones
ekomfort currently delivers to the following countries:
| Country | Areas served |
|---|---|
| Luxembourg | Entire territory |
| France | Mainland France only (excluding overseas territories DOM-TOM) |
| Belgium | Entire territory |
| Germany | Entire territory |
Deliveries to other countries are not available at this time.
3. Shipping methods and delivery times
3.1 Summary table
Only standard (home) delivery is offered.
| Shipping method | Luxembourg | France | Belgium | Germany |
|---|---|---|---|---|
| Standard (home) | 2-4 days | 2-4 days (Greater Region); other regions: [DELAIS_FR_DE_HORS_GRANDE_REGION] | 2-4 days | 2-4 days (Greater Region); other regions: [DELAIS_FR_DE_HORS_GRANDE_REGION] |
Delivery times are expressed in business days (excluding weekends and public holidays) and run from the shipping confirmation (notification e-mail).
3.2 Processing time
After your order has been validated and payment confirmed, a processing time of [1 to 2] business days is required to prepare your parcel.
Note: Orders are prepared and shipped by our logistics partner from within the European Union.
3.3 Carriers
The carrier used is:
– [TRANSPORTEUR]
The choice of carrier is determined by our logistics partner depending on the delivery country.
3.4 Maximum legal delivery time
In accordance with Article 18 of Directive 2011/83/EU, if no specific delivery time has been agreed, delivery must take place no later than 30 days after the conclusion of the contract (date of order validation).
4. Shipping costs
4.1 Price list
| Shipping method | Luxembourg | France | Belgium | Germany |
|---|---|---|---|---|
| Standard | [FRAIS_LIVRAISON] | [FRAIS_LIVRAISON] | [FRAIS_LIVRAISON] | [FRAIS_LIVRAISON] |
4.2 Free shipping
Standard shipping is free for orders of 150 € or more (total order amount before any promotional codes are applied).
4.3 Display of shipping costs
Shipping costs are clearly indicated:
– On the product page (estimate)
– In the cart (exact amount based on the delivery address)
– In the order summary, before payment is confirmed
In accordance with Article 6(1)(e) of Directive 2011/83/EU, the total price including VAT and shipping costs is displayed before the order is confirmed.
5. Order tracking
5.1 Shipping confirmation
As soon as your parcel is picked up by the carrier, you will receive a shipping confirmation e-mail containing:
– Your parcel’s tracking number
– A direct tracking link to the carrier’s website
– The estimated delivery time
5.2 Real-time tracking
You can track the status of your delivery:
– From your account: Orders > Tracking
– Via the tracking link received by e-mail
– On the carrier’s website using your tracking number
5.3 Notifications
You will be notified by e-mail at each key stage:
1. Order confirmed
2. Parcel shipped
3. Parcel out for delivery
4. Parcel delivered
6. Receipt and inspection
6.1 Inspection upon receipt
We recommend that you:
– Check the condition of the parcel upon receipt (in the presence of the delivery driver if possible)
– Open the parcel as soon as possible to check the conformity and condition of the items
– Report any anomaly (damaged parcel, missing item, non-conforming product) within 48 hours of receipt
6.2 Reservations with the carrier
If a parcel is visibly damaged upon receipt, we advise you to make written reservations with the carrier and to refuse the parcel if the damage is significant.
7. Transfer of risk
In accordance with Article 20 of Directive 2011/83/EU:
- The risk of loss of or damage to the product passes to the Customer at the moment when the Customer (or a third party designated by the Customer, other than the carrier) takes physical possession of the goods.
- In the event of loss or damage during transport: ekomfort (and not the Customer) bears the responsibility.
- If the Customer has chosen a carrier other than the one offered by ekomfort, the risk passes when the goods are handed over to the carrier chosen by the Customer.
In practice: if your parcel is lost or damaged during transport, contact our customer service. We will take care of the problem and offer you a reshipment or a refund.
8. Delivery issues
8.1 Delivery delay
If your order is not delivered within the estimated time:
1. Check your parcel’s tracking via the link provided
2. Contact our customer service
In the event of a delay exceeding the agreed time, you may, in accordance with Article 18 of Directive 2011/83/EU:
1. Grant a reasonable additional period to ekomfort
2. If the product is still not delivered at the end of this period: terminate the contract and obtain a full refund within 14 days
Exception: If the delivery time was an essential element (e.g. delivery for a specific date communicated to ekomfort), you may terminate the contract immediately without granting an additional period.
8.2 Lost parcel
If the tracking shows that the parcel has been delivered but you have not received it, or if the tracking is no longer updating:
1. Contact our customer service within [X] days of the estimated delivery date
2. We will open an investigation with the carrier
3. If the parcel is confirmed lost, we will proceed with a reshipment or a full refund
8.3 Damaged parcel
If you receive a damaged parcel:
1. Take photos of the packaging and the item
2. Contact our customer service within 48 hours
3. We will arrange the return (costs covered) and proceed with a replacement or refund
8.4 Missing or incorrect item
If an item is missing from your parcel or if you received an item different from the one ordered:
1. Contact our customer service within 48 hours
2. We will send the correct or missing item, or issue a refund
9. Contact
For any question regarding the delivery of your order:
- E-mail: [email protected]
- Phone: +352 661 201 619 (Monday to Friday, from [X] to [X])
- Your account: Orders > Customer service
Legal bases:
– Directive 2011/83/EU, Articles 6(1)(e)(g), 18, 20
– Luxembourg Consumer Code (Code de la consommation)