SHIPPING & DELIVERY POLICY

Last updated: September 14, 2026

At Tommy & Kai, we want delivery to be as clear and straightforward as choosing the right product.

This Shipping & Delivery Policy explains where we deliver, how orders are processed and what you can expect after placing your order.

Tommy & Kai is operated by EGS SRL, Belgium.

1. Where We Deliver

We currently deliver to Belgium and selected European destinations available during checkout.

Availability may vary depending on the product and destination.

If your country or region cannot be selected during checkout, please contact Tommy & Kai Customer Care before placing your order.

We reserve the right to restrict delivery to destinations where reliable delivery cannot reasonably be provided.

2. Order Processing

Once your order has been successfully placed, you will receive an order confirmation by email.

Orders are prepared for fulfilment as quickly as reasonably possible.

Processing times may vary depending on order volume, weekends, Belgian public holidays and product availability.

Once your order has been dispatched, available tracking information will be communicated to you electronically.

3. Estimated Delivery

Estimated delivery times are displayed where available on the product page, during checkout or in your order information.

Delivery estimates are provided in good faith but may occasionally be affected by circumstances outside our reasonable control, including carrier disruption, customs processing, severe weather, peak periods or other exceptional events.

Unless another delivery period has been agreed with you, orders will be delivered in accordance with the delivery requirements established by applicable consumer law.

If an unexpected delay materially affects your order, please contact Tommy & Kai Customer Care so that we can review the shipment.

4. Delivery Charges

Any applicable delivery charges will be clearly displayed before you complete your purchase.

The total amount payable for your order will be shown at checkout before payment.

Where we offer free shipping, this will be clearly indicated on the website or during checkout.

5. Duties & Import Charges — DDP

Tommy & Kai ships orders using a Delivered Duty Paid (DDP) model.

For destinations where DDP delivery is offered, applicable import duties, customs clearance charges and import taxes associated with the shipment are handled as part of the delivery process.

You should not be asked to pay unexpected import duties or customs clearance charges when your order is delivered.

If a carrier unexpectedly requests payment of an import duty or customs clearance charge relating to your Tommy & Kai order, please do not make the payment before contacting Tommy & Kai Customer Care.

We will review the shipment and assist you in resolving the issue.

This does not affect taxes or charges resulting from information incorrectly supplied by the customer or circumstances outside the scope of the original order.

6. Tracking Your Order

Where tracking is available, you will receive tracking information after your order has been dispatched.

Tracking information may take some time to become active after dispatch.

If your tracking information has not updated for an unusual period or you believe there may be an issue with your delivery, please contact Tommy & Kai Customer Care.

We will assist you in investigating the shipment with the relevant logistics provider.

7. Delivery Address

Orders are delivered to the address provided during checkout.

Please check your delivery information carefully before confirming your order.

If you notice an error after placing your order, contact us as soon as possible.

We will make reasonable efforts to correct the address before dispatch, but changes cannot be guaranteed once fulfilment has begun.

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, reasonable additional costs associated with reshipping the order may be charged to the customer.

8. Delivery & Transfer of Risk

Where Tommy & Kai arranges delivery, the risk of loss or damage remains with Tommy & Kai until you, or a third party designated by you other than the carrier, take physical possession of the goods, except where applicable law provides otherwise.

If you independently appoint a carrier that was not offered by Tommy & Kai, different rules concerning the transfer of risk may apply.

9. Lost Packages

If your order appears to be lost or tracking indicates delivery but you cannot locate the parcel, please contact us as soon as reasonably possible.

Before contacting us, we recommend checking:

• the delivery address provided with your order;

• any safe location around the delivery address;

• your building reception or concierge, where applicable;

• household members or neighbours who may have accepted the parcel;

• any delivery notification provided by the carrier.

If the parcel cannot be located, Tommy & Kai will investigate the shipment with the relevant logistics provider.

Where the parcel is confirmed lost before the risk has legally transferred to you, we will provide an appropriate remedy in accordance with applicable consumer law.

10. Damaged Deliveries

If your order arrives visibly damaged, please contact us as soon as reasonably possible.

Photographs of the parcel, packaging, shipping label and product may help us investigate the issue efficiently.

Please retain the packaging until we have reviewed the situation.

Where the goods are confirmed damaged or non-conforming, Tommy & Kai will provide the appropriate remedy in accordance with applicable consumer law.

11. Failed Delivery or Uncollected Parcels

Where a carrier is unable to complete delivery, additional delivery attempts, collection from a pickup location or other arrangements may be offered depending on the carrier.

Customers are responsible for following reasonable delivery or collection instructions provided by the carrier.

If a parcel is returned because the customer provided incorrect delivery information, refused delivery without legal justification or failed to collect the parcel within the carrier's collection period, reasonable costs associated with a new shipment may be charged where permitted by law.