Shipping

Shipping & Delivery

At Deqalli, we aim to process and deliver your order as quickly and carefully as possible. Below you can find information about our processing times, estimated delivery times, tracking and what to do if there is a problem with your delivery.

Processing & Estimated Delivery Times

Orders are normally processed within 1–3 business days.

After processing, the estimated delivery time is 5–12 business days, depending on the product, destination and carrier.

Please note: These delivery times are estimates and are not guaranteed unless expressly stated otherwise. As orders may be shipped directly from our fulfilment facility in China, circumstances such as customs processing, public holidays, carrier delays or other events outside our reasonable control may occasionally affect delivery times.

Unless we have agreed a different delivery period with you, we will deliver your goods within the period required by applicable UK consumer law.

Free Shipping

We offer free standard shipping on orders placed through our UK store unless otherwise stated during checkout.

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

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information where tracking is available.

Tracking details may take a short period to become active after the parcel has been handed to the carrier.

If your tracking information has not updated for several business days, please contact us at info@deqalli.nl and include your order number.

Delivery Delays

If your order has not arrived within the estimated delivery window, please contact us so that we can investigate the shipment with the carrier.

Carrier investigations can take some time depending on the destination and shipping provider. We will keep you informed where further information becomes available.

If a parcel is confirmed as lost in transit, we will provide an appropriate solution, which may include a replacement shipment or refund, depending on the circumstances and your applicable consumer rights.

Nothing in this policy affects your statutory rights regarding delivery.

Delivery Address

Please make sure that the delivery address provided when placing your order is complete and accurate.

If you notice an error in your address, contact us as soon as possible at info@deqalli.nl.

We will try to update the address where possible, but we cannot guarantee that changes can be made after an order has entered processing or has been dispatched.

Customs & Import Processing

Some orders may be shipped internationally and may pass through customs or other import-processing procedures before delivery.

Any taxes, duties or charges that are payable by the customer will be disclosed where required by applicable law before the order is completed.

Customs checks or local import processing may occasionally cause delays outside our direct control.

Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@deqalli.nl and include your order number.

We will try to cancel the order before shipment, but we cannot guarantee cancellation once processing or fulfilment has started.

If your order has already been dispatched, this does not affect your statutory cancellation rights or our voluntary return policy.

Cancellation & Returns After Delivery

UK consumers purchasing online generally have a statutory right to cancel eligible orders within 14 days after receiving the goods, without giving a reason.

After notifying us of the cancellation, you will normally have a further 14 days to return the goods.

In addition, Deqalli offers a voluntary 30-day return period for eligible items.

For complete information about cancellations, returns, return shipping costs and refunds, please see our Return & Refund Policy.

Damaged, Faulty or Incorrect Deliveries

If your order arrives damaged, faulty, incorrect or materially different from what you ordered, please contact us as soon as reasonably possible at info@deqalli.nl.

Please include:

  • your order number;
  • a short description of the issue; and
  • clear photographs or videos where they are helpful in showing the problem.

We will review the issue and provide an appropriate solution in accordance with applicable UK consumer law.

We may ask you to notify us promptly of visible transport damage so that we can investigate it with the carrier. However, failure to report transport damage within a specific short period does not remove any statutory rights you may have in relation to faulty, damaged or misdescribed goods.

Complaints

If you have a complaint regarding an order, delivery or our Services, please contact us at info@deqalli.nl.

Please provide your order number and sufficient information for us to investigate your complaint.

We aim to acknowledge complaints within 2 business days and to resolve them as quickly as reasonably possible.

If we are unable to resolve your complaint directly, you may wish to seek independent consumer advice. UK consumers can obtain guidance from the Citizens Advice Consumer Service and may have access to an appropriate Alternative Dispute Resolution provider depending on the nature of the dispute.

Contact

If you have any questions about your order or delivery, please contact us:

Email: info@deqalli.nl
Telephone: +31 6 26419875