{"id":1298,"date":"2026-07-29T22:16:47","date_gmt":"2026-07-29T20:16:47","guid":{"rendered":"https:\/\/ekomfort.lu\/livraison-et-retours-2\/"},"modified":"2026-07-29T22:16:47","modified_gmt":"2026-07-29T20:16:47","slug":"livraison-et-retours","status":"publish","type":"page","link":"https:\/\/ekomfort.lu\/en\/livraison-et-retours\/","title":{"rendered":"Shipping & Returns"},"content":{"rendered":"

Last updated: 18\/07\/2026<\/strong><\/p>\n

\n

Table of contents<\/h2>\n
    \n
  1. At a glance<\/a><\/li>\n
  2. Delivery zones<\/a><\/li>\n
  3. Shipping methods and delivery times<\/a><\/li>\n
  4. Shipping costs<\/a><\/li>\n
  5. Order tracking<\/a><\/li>\n
  6. Receipt and inspection<\/a><\/li>\n
  7. Transfer of risk<\/a><\/li>\n
  8. Delivery issues<\/a><\/li>\n
  9. Contact<\/a><\/li>\n<\/ol>\n
    \n

    1. At a glance<\/h2>\n
    \n

    Summary of our shipping policy:<\/strong>
    \n– Countries served<\/strong>: Luxembourg, France, Belgium, Germany
    \n– Average delivery time<\/strong>: 2 to 4 business days (Luxembourg and Greater Region)
    \n– Free shipping<\/strong> on orders of 150 \u20ac or more
    \n– Parcel tracking<\/strong> included for all orders
    \n– Maximum delivery time<\/strong>: 30 days after the order (legal obligation)<\/p>\n<\/blockquote>\n

    \n

    2. Delivery zones<\/h2>\n

    ekomfort currently delivers to the following countries:<\/p>\n\n\n\n\n\n\n\n\n
    Country<\/th>\nAreas served<\/th>\n<\/tr>\n<\/thead>\n
    Luxembourg<\/strong><\/td>\nEntire territory<\/td>\n<\/tr>\n
    France<\/strong><\/td>\nMainland France only (excluding overseas territories DOM-TOM)<\/td>\n<\/tr>\n
    Belgium<\/strong><\/td>\nEntire territory<\/td>\n<\/tr>\n
    Germany<\/strong><\/td>\nEntire territory<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
    \n

    Deliveries to other countries are not available at this time.<\/em><\/p>\n<\/blockquote>\n

    \n

    3. Shipping methods and delivery times<\/h2>\n

    3.1 Summary table<\/h3>\n

    Only standard<\/strong> (home) delivery is offered.<\/p>\n\n\n\n\n\n
    Shipping method<\/th>\nLuxembourg<\/th>\nFrance<\/th>\nBelgium<\/th>\nGermany<\/th>\n<\/tr>\n<\/thead>\n
    Standard<\/strong> (home)<\/td>\n2-4 days<\/td>\n2-4 days (Greater Region); other regions: [DELAIS_FR_DE_HORS_GRANDE_REGION] <\/td>\n2-4 days<\/td>\n2-4 days (Greater Region); other regions: [DELAIS_FR_DE_HORS_GRANDE_REGION] <\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
    \n

    Delivery times are expressed in <\/em>business days<\/em> (excluding weekends and public holidays) and run from the <\/em>shipping confirmation<\/em> (notification e-mail).<\/em><\/p>\n<\/blockquote>\n

    3.2 Processing time<\/h3>\n

    After your order has been validated and payment confirmed, a processing time of [1 to 2] business days<\/strong> is required to prepare your parcel.<\/p>\n

    \n

    Note: Orders are prepared and shipped by our logistics partner from within the European Union.<\/em><\/p>\n<\/blockquote>\n

    3.3 Carriers<\/h3>\n

    The carrier used is:
    \n– [TRANSPORTEUR] <\/p>\n

    The choice of carrier is determined by our logistics partner depending on the delivery country.<\/p>\n

    3.4 Maximum legal delivery time<\/h3>\n

    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<\/strong> after the conclusion of the contract (date of order validation).<\/p>\n

    \n

    4. Shipping costs<\/h2>\n

    4.1 Price list<\/h3>\n\n\n\n\n\n
    Shipping method<\/th>\nLuxembourg<\/th>\nFrance<\/th>\nBelgium<\/th>\nGermany<\/th>\n<\/tr>\n<\/thead>\n
    Standard<\/strong><\/td>\n[FRAIS_LIVRAISON] <\/td>\n[FRAIS_LIVRAISON] <\/td>\n[FRAIS_LIVRAISON] <\/td>\n[FRAIS_LIVRAISON] <\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    4.2 Free shipping<\/h3>\n

    Standard shipping is free<\/strong> for orders of 150 \u20ac<\/strong> or more (total order amount before any promotional codes are applied).<\/p>\n

    4.3 Display of shipping costs<\/h3>\n

    Shipping costs are clearly indicated<\/strong>:
    \n– On the product page (estimate)
    \n– In the cart (exact amount based on the delivery address)
    \n– In the order summary, before<\/strong> payment is confirmed<\/p>\n

    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.<\/p>\n

    \n

    5. Order tracking<\/h2>\n

    5.1 Shipping confirmation<\/h3>\n

    As soon as your parcel is picked up by the carrier, you will receive a shipping confirmation e-mail<\/strong> containing:
    \n– Your parcel’s tracking number
    \n– A direct tracking link to the carrier’s website
    \n– The estimated delivery time<\/p>\n

    5.2 Real-time tracking<\/h3>\n

    You can track the status of your delivery:
    \n– From your account<\/strong>: Orders > Tracking
    \n– Via the tracking link<\/strong> received by e-mail
    \n– On the carrier’s website<\/strong> using your tracking number<\/p>\n

    5.3 Notifications<\/h3>\n

    You will be notified by e-mail at each key stage:
    \n1. Order confirmed
    \n2. Parcel shipped
    \n3. Parcel out for delivery
    \n4. Parcel delivered<\/p>\n

    \n

    6. Receipt and inspection<\/h2>\n

    6.1 Inspection upon receipt<\/h3>\n

    We recommend that you:
    \n– Check the condition of the parcel<\/strong> upon receipt (in the presence of the delivery driver if possible)
    \n– Open the parcel<\/strong> as soon as possible to check the conformity and condition of the items
    \n– Report any anomaly<\/strong> (damaged parcel, missing item, non-conforming product) within 48 hours<\/strong> of receipt<\/p>\n

    6.2 Reservations with the carrier<\/h3>\n

    If a parcel is visibly damaged upon receipt, we advise you to make written reservations<\/strong> with the carrier and to refuse the parcel<\/strong> if the damage is significant.<\/p>\n

    \n

    7. Transfer of risk<\/h2>\n

    In accordance with Article 20 of Directive 2011\/83\/EU:<\/p>\n

      \n
    • 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<\/strong> of the goods.<\/li>\n
    • In the event of loss or damage during transport<\/strong>: ekomfort (and not the Customer) bears the responsibility.<\/li>\n
    • 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.<\/li>\n<\/ul>\n
      \n

      In practice<\/strong>: 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.<\/p>\n<\/blockquote>\n

      \n

      8. Delivery issues<\/h2>\n

      8.1 Delivery delay<\/h3>\n

      If your order is not delivered within the estimated time:
      \n1. Check your parcel’s tracking via the link provided
      \n2. Contact our customer service<\/p>\n

      In the event of a delay exceeding the agreed time, you may, in accordance with Article 18 of Directive 2011\/83\/EU:
      \n1. Grant a reasonable additional period<\/strong> to ekomfort
      \n2. If the product is still not delivered at the end of this period: terminate the contract<\/strong> and obtain a full refund<\/strong> within 14 days<\/p>\n

      \n

      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.<\/em><\/p>\n<\/blockquote>\n

      8.2 Lost parcel<\/h3>\n

      If the tracking shows that the parcel has been delivered but you have not received it, or if the tracking is no longer updating:
      \n1. Contact our customer service within [X] days<\/strong> of the estimated delivery date
      \n2. We will open an investigation with the carrier
      \n3. If the parcel is confirmed lost, we will proceed with a reshipment<\/strong> or a full refund<\/strong><\/p>\n

      8.3 Damaged parcel<\/h3>\n

      If you receive a damaged parcel:
      \n1. Take photos<\/strong> of the packaging and the item
      \n2. Contact our customer service within 48 hours<\/strong>
      \n3. We will arrange the return (costs covered) and proceed with a replacement or refund<\/p>\n

      8.4 Missing or incorrect item<\/h3>\n

      If an item is missing from your parcel or if you received an item different from the one ordered:
      \n1. Contact our customer service within 48 hours<\/strong>
      \n2. We will send the correct or missing item, or issue a refund<\/p>\n

      \n

      9. Contact<\/h2>\n

      For any question regarding the delivery of your order:<\/p>\n

        \n
      • E-mail<\/strong>: contact@ekomfort.lu<\/li>\n
      • Phone<\/strong>: +352 661 201 619 (Monday to Friday, from [X] to [X]) <\/li>\n
      • Your account<\/strong>: Orders > Customer service<\/li>\n<\/ul>\n
        \n
        \n

        Legal bases<\/strong>:
        \n– Directive 2011\/83\/EU, Articles 6(1)(e)(g), 18, 20
        \n– Luxembourg Consumer Code (Code de la consommation)<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"

        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…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kadence_starter_templates_imported_post":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"class_list":["post-1298","page","type-page","status-publish","hentry"],"taxonomy_info":[],"featured_image_src_large":false,"author_info":{"display_name":"ekomfort","author_link":"https:\/\/ekomfort.lu\/en\/author\/sakepixel\/"},"comment_info":0,"_links":{"self":[{"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/pages\/1298","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/comments?post=1298"}],"version-history":[{"count":0,"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/pages\/1298\/revisions"}],"wp:attachment":[{"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/media?parent=1298"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}