Shipping policy


Thank you for shopping with us 💜
Below you’ll find everything you need to know about how and when your order will be shipped.

🌍 Shipping Destinations

We ship worldwide, to all countries.

⏳ Order Processing Time

  • Orders are processed within 5 business days after payment is received.

  • Orders are not processed on weekends or public holidays.

  • Once your order has been shipped, you will receive a confirmation email with tracking information.

🚚 Shipping Methods

We work with multiple carriers, selected based on availability and the best balance between speed and price.

Available delivery options may include:

  • Home delivery

  • Pickup point delivery

  • Local pickup at our store in Ghent (free of charge)

Available options will be shown at checkout, depending on your location.

💸 Shipping Costs

  • Shipping fees are charged at a flat rate, based on the destination.

  • We offer free shipping above a certain order amount, which may vary depending on the destination.

  • Exact shipping costs and free shipping thresholds are displayed at checkout.

📦 Estimated Delivery Times

Estimated delivery times start after your order has been processed:

  • Domestic (Belgium): 2–3 business days

  • European Union: 5–10 business days

  • International (outside the EU): 20 business days or more

Please note that delivery times are estimates and may vary due to carrier delays, customs processing, or peak periods.

🔍 Tracking Your Order

  • All orders are shipped with tracking.

  • You will always receive a tracking number once your order has been dispatched.

🛃 Customs, Duties & Taxes

  • For non-EU / international orders, customers are responsible for any customs duties, import taxes, or additional fees charged by their country.

  • We have no control over these charges and cannot predict their amount.

📬 Lost Packages

  • If a package is marked as delivered but not received, or appears lost, we will start an investigation with the carrier.

  • Once the carrier investigation is completed and confirms the package is lost, the order will be reshipped.

📦 Damaged Items

If your order arrives damaged:

  • Please contact us as soon as possible.

  • You must provide clear photographic evidence of:

    • The damaged product

    • The damaged packaging / means of transport

  • Claims must be submitted within 30 days of delivery.

🏠 Incorrect Address

  • Please double-check your shipping address before placing your order.

  • If an incorrect address was provided and the package is returned or lost, the order can be reshipped at the customer’s expense.

📩 Contact Us

For any shipping-related questions or issues, please contact us at:
support@gendergender-support.freshdesk.com

We’re happy to help 💜