Last updated: 27/08/2026
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
The essentials, at a glance: – Countries served: Luxembourg, France, Belgium, Germany – Standard delivery: €7.90 — 5 to 8 working days – Free delivery from €150 of purchase – Express delivery: €12.90 — 3 to 4 working days, available at any order value – Free returns from €90 of purchase – 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
You choose your shipping method when placing your order. Our rates are identical in all four countries served.
| Method | Order value | Estimated time |
|---|---|---|
| Standard (home) | Below €150 | 5 to 8 working days |
| Standard free (home) | €150 and above | 5 to 8 working days |
| Express (home) | At any order value | 3 to 4 working days |
Delivery times are expressed in working days (excluding weekends and public holidays) and run from the confirmation of your order, provided it is placed before 11 a.m.; beyond that, allow one additional working day. These are average observed estimates, not a contractually guaranteed delivery time. In any event, delivery takes place no later than 30 days after the order (see section 3.4).
3.2 Processing your order
Orders confirmed before 11 a.m. are passed on to the partner brand the same day; beyond that, the next working day. The times shown above include preparing the parcel.
Your items are prepared and shipped directly by the partner brand, from within the European Union. This short route avoids intermediate storage and a second shipment.
If your order contains items from several partner brands, it may reach you in several parcels, with different delivery times. The details are shown to you before you confirm your order.
3.3 Carriers
The carrier is chosen by the partner brand according to the destination country and the shipping method. Its name and your parcel’s tracking number appear in the dispatch confirmation email you receive as soon as the parcel is handed over.
3.4 Maximum legal time limit
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 the order is confirmed).
4. Shipping costs
4.1 Rate table
| Method | Order value | Cost |
|---|---|---|
| Standard | Below €150 | €7.90 |
| Standard | €150 and above | Free |
| Express | At any order value | €12.90 |
4.2 Free delivery
Standard delivery is free from €150 of purchase (total order value before any discount codes are applied). Express delivery remains charged at €12.90, whatever the order value.
4.3 Display of costs
Shipping costs are clearly indicated:
- On the product page (estimate)
- In the basket (exact amount according to 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 Dispatch confirmation
As soon as your parcel is taken over by the carrier, you receive a dispatch confirmation email 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 follow the progress of your delivery:
- From your customer account, in the “Orders” section
- Via the tracking link received by email
- On the carrier’s website with your tracking number
5.3 Notifications
You are notified by email at each key stage:
- Order confirmed
- Parcel dispatched
- Parcel out for delivery
- Parcel delivered
6. Receipt and inspection
6.1 Inspection on receipt
We recommend that you:
- Check the condition of the parcel on receipt (in the presence of the delivery driver if possible)
- Open the parcel promptly to check that the items conform and are in good condition
- Report any issue (damaged parcel, missing item, non-conforming product) as soon as possible, ideally within 48 hours of receipt
6.2 Reservations with the carrier
If the parcel is visibly damaged on 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 or damage to the product transfers to the Customer when the Customer (or a third party designated by them, 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 responsibility.
- If the Customer has chosen a carrier other than the one offered by ekomfort, the risk transfers 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 replacement or a refund.
8. Delivery issues
8.1 Late delivery
If your order is not delivered within the estimated time:
- Check your parcel tracking via the link provided
- Contact our customer service
If the delay exceeds the agreed time, you may, in accordance with Article 18 of Directive 2011/83/EU:
- Grant ekomfort a reasonable additional period
- If the product is still not delivered at the end of that 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 tracking indicates the parcel has been delivered but you have not received it, or if tracking stops updating:
- Contact our customer service within 14 days of the estimated delivery date
- We will open an enquiry with the carrier
- If the parcel is confirmed lost, we will arrange a replacement or a full refund
8.3 Damaged parcel
If you receive a damaged parcel:
- Take photographs of the packaging and the item
- Contact our customer service, preferably within 48 hours
- We will arrange the return (at our cost) and provide a replacement or a refund
8.4 Missing or incorrect item
If an item is missing from your parcel or you have received an item other than the one ordered:
- Contact our customer service, preferably within 48 hours
- We will send the correct or missing item, or issue a refund
The time limits given in this section are intended to make recourse against the carrier easier and to speed up the handling of your request. They do not affect your statutory guarantees: the legal guarantee of conformity remains available for 2 years from delivery, and the guarantee against hidden defects for 2 years from the discovery of the defect.
9. Contact
For any question about the delivery of your order:
- Frequently asked questions: /en/faq/
- Email: [email protected]
- Contact form: /en/contact/
- Post: SAKEPIXEL S.à r.l.-S, 13, rue Anna Lindh, L-4547 Differdange, Luxembourg
Legal bases: – Directive 2011/83/EU, Articles 6(1)(e)(g), 18, 20 – Luxembourg Consumer Code