SHIPPING POLICY

Last updated: 22 August 2026

This Shipping Policy explains how orders placed through Key & Hide, a brand operated by Pichel E-com, are processed, shipped and delivered.

This policy should be read together with our Terms of Service, Return & Refund Policy and Privacy Policy.

1. About us

The seller responsible for your order is:

Legal business name: Pichel E-com
Trading name / brand: Key & Hide
Registered address: Pastoorsacker 82, 1965SB, Heemskerk
Chamber of Commerce (KvK) number: 86742825
VAT number: [VAT NUMBER]
Email: Info@keyandhide.com

Throughout this policy, "Key & Hide", "Pichel E-com", "we", "us" and "our" refer to Pichel E-com trading as Key & Hide.

2. Where we ship

Key & Hide may ship orders to:

• the Netherlands;

• countries within the European Union;

• selected countries outside the European Union; and

• other destinations made available during checkout.

The countries and regions currently available for delivery are shown during checkout.

If a destination cannot be selected during checkout, we do not currently offer standard delivery to that destination.

We reserve the right to restrict delivery to certain countries or regions where necessary because of legal, logistical or carrier restrictions.

3. Order processing

Orders are processed after successful payment and completion of any necessary payment or fraud checks.

Our standard processing time is:

1–2 business days.

Business days do not include Saturdays, Sundays or Dutch public holidays.

Orders placed outside business hours, during weekends or on public holidays will normally begin processing on the next business day.

Processing times are separate from estimated carrier transit times.

During busy periods, product launches, promotions or holidays, processing may take longer. Where a materially different processing time applies, we aim to communicate this before purchase or as soon as reasonably possible afterwards.

4. Personalised products

Personalised, embossed, engraved or otherwise customised products may require additional production time before shipment.

The expected processing or production time for personalised products will be displayed on the relevant product page, during checkout or otherwise communicated before you are bound by the purchase.

Once production of a personalised product has started, it may no longer be possible to change the requested personalisation.

Please carefully check initials, names, spelling and other personalisation information before submitting your order.

For information regarding cancellations and returns of personalised products, please see our Return & Refund Policy.

5. Shipping methods

Available shipping methods are displayed during checkout and may depend on:

• delivery country;

• delivery address;

• order value;

• parcel dimensions;

• parcel weight; and

• carrier availability.

Key & Hide may use carriers including PostNL and other reputable postal, parcel or logistics providers.

We may use a different carrier where reasonably necessary to fulfil your order, provided that this does not materially reduce the agreed delivery service.

6. Shipping costs

Shipping costs are calculated and displayed before you complete your purchase.

The applicable shipping cost may depend on factors including:

• destination;

• order value;

• parcel size;

• parcel weight; and

• selected delivery method.

You will be able to review the applicable shipping costs before submitting your order.

If Key & Hide offers free shipping subject to a minimum order value, the applicable threshold and conditions will be displayed on our website.

7. Estimated delivery times

Estimated delivery times depend on the destination and selected shipping service.

Our indicative delivery times are:

Netherlands: 1–2 business days
Belgium: 1–3 business days
Other EU countries: 2–7 business days
United Kingdom: 4–8 business days
Other European destinations: 4–10 business days
Rest of world: 6–15 business days

Unless expressly stated otherwise, delivery times are estimates rather than guaranteed delivery dates.

Estimated transit times generally begin after your order has been processed and transferred to the carrier.

Customs procedures for shipments outside the European Union may increase delivery times.

If a specific delivery date or period has expressly been agreed as binding, that agreed date or period applies.

8. Legal delivery period

We aim to deliver your order within the delivery period communicated when you place your order.

Unless a different delivery period has been agreed, consumer orders will be delivered without undue delay and, in accordance with applicable consumer law, generally no later than 30 days after conclusion of the purchase agreement.

If we are unable to deliver within the agreed or legally applicable period, your statutory rights remain unaffected.

Where required by law, you may give us an additional reasonable period to complete delivery.

If we still fail to deliver within that additional period, you may be entitled to terminate the purchase agreement and receive a refund.

An additional period may not be required in circumstances where the agreed delivery date was essential and this was clear before the purchase, or where we have stated that we will not deliver the order.

9. Tracking information

Where tracking is available, you will normally receive tracking information by email or through your customer account after your order has been dispatched.

Tracking information may take some time to become active after the carrier receives the parcel.

Tracking information is provided by the relevant carrier and may not always update in real time.

10. Delivery address

You are responsible for providing a complete and accurate delivery address during checkout.

Please carefully check:

• recipient name;

• street name;

• house or building number;

• apartment or unit number where applicable;

• postcode;

• city;

• country; and

• any other information required for successful delivery.

If you notice an error after placing your order, please contact us as soon as possible at:

Info@keyandhide.com

We will make reasonable efforts to update the address before shipment, but we cannot guarantee that an address can be changed after an order has entered the fulfilment or carrier process.

11. Incorrect address provided by the customer

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, and the parcel is returned to us, we will contact the customer where reasonably possible.

Depending on the circumstances, the customer may choose to:

• have the parcel shipped again; or

• request cancellation/refund where legally available.

Where the failed delivery was caused solely by incorrect or incomplete information supplied by the customer, we may require payment of the reasonable direct costs of a new shipment before resending the order, to the extent permitted by law.

This provision does not apply where the delivery error was caused by Key & Hide or the carrier acting on our behalf.

12. Failed delivery attempts and uncollected parcels

Depending on the carrier and destination, the carrier may:

• make another delivery attempt;

• leave the parcel at a collection point;

• offer alternative delivery options; or

• return the parcel to us.

Customers should follow the carrier's instructions within the applicable collection period.

If a parcel is returned to Key & Hide because it was not collected, we will assess the appropriate next step based on the circumstances and applicable consumer law.

Where additional shipping costs arise solely because the customer failed to collect the parcel despite reasonable delivery and collection opportunities, reasonable direct costs may be charged where legally permitted.

Simply failing to accept or collect a parcel does not automatically constitute a valid exercise of the statutory right of withdrawal.

If you wish to exercise your right of withdrawal, please notify us clearly in accordance with our Return & Refund Policy.

13. Risk during shipping

For consumer orders where Key & Hide arranges the carrier, Key & Hide remains responsible for the risk of loss or damage during transport until the goods have been physically received by you or by a third party designated by you, other than the carrier.

We therefore do not consider our responsibility to end merely because the parcel has been handed to the carrier.

Different rules may apply if you independently appoint a carrier that was not offered by Key & Hide.

14. Lost parcels

If your tracking information has not updated for an unusual period or your parcel has not arrived within the expected timeframe, please contact us at:

Info@keyandhide.com

Please include your order number.

We may investigate the shipment with the carrier.

Where a parcel is determined to have been lost before delivery and Key & Hide bears the shipping risk under applicable law, we will provide an appropriate remedy, which may include:

• replacement of the order; or

• a refund,

depending on the circumstances and your applicable statutory rights.

We may ask you to cooperate reasonably with a carrier investigation, but this will not remove any rights you have under mandatory consumer law.

15. Tracking shows delivered, but you cannot find the parcel

If tracking indicates that your parcel has been delivered but you cannot locate it, please first check:

• around the delivery location;

• with other members of your household;

• with reception or building management where applicable;

• any designated safe location;

• nearby collection points where indicated by the carrier; and

• whether the carrier provided additional delivery information.

If you still cannot locate your parcel, please contact us as soon as reasonably possible.

We will assess the delivery information and, where appropriate, raise an investigation with the carrier.

A carrier's "delivered" scan does not by itself remove any mandatory rights you may have where the goods were not actually delivered to you or an authorised recipient.

16. Damaged shipments

Please inspect your order after delivery.

If the parcel or product arrives damaged, contact us as soon as reasonably possible at:

Info@keyandhide.com

Please provide:

• your order number;

• a description of the damage;

• photographs of the product;

• photographs of the packaging where available; and

• any other relevant information.

Photographs can help us investigate the issue with the carrier but do not limit your statutory consumer rights.

Where the product was damaged during transportation for which Key & Hide bears the risk, we will provide an appropriate remedy in accordance with applicable law.

Please see our Return & Refund Policy for further information.

17. International orders

International shipments may be subject to:

• customs inspections;

• import procedures;

• local import restrictions;

• duties;

• import VAT;

• customs clearance charges; or

• carrier administration fees.

These requirements vary between countries.

The customer is responsible for ensuring that products ordered from Key & Hide may legally be imported into the destination country.

18. Customs duties, import VAT and taxes

Whether import duties and taxes are included depends on the destination and the checkout method offered.

If our checkout expressly states that duties and taxes are included, the applicable amount will be collected as part of your order where indicated.

If duties and taxes are not stated as included, shipments outside the applicable customs area may be subject to additional duties, import VAT, taxes or clearance fees imposed by customs authorities or carriers upon importation.

Such charges are not determined solely by Key & Hide and may vary based on:

• destination country;

• value of the shipment;

• type of goods; and

• local customs legislation.

Where legally required, we will clearly provide the information available to us before purchase.

Customers outside the European Union should check applicable local import rules before ordering.

19. Customs delays

Customs authorities may inspect or hold international shipments.

Customs processing is outside our direct control and may cause additional transit time.

Where a shipment is delayed in customs, we will provide reasonable assistance where necessary, but cannot control the speed at which a customs authority processes the parcel.

This does not exclude or restrict any mandatory consumer rights relating to delivery.

20. Refused international shipments

If a customer refuses an international shipment because of import duties, taxes or customs charges that were clearly disclosed as being the customer's responsibility before purchase, the parcel may be returned to Key & Hide.

Where legally permitted, reasonable direct costs incurred because of the refusal may be taken into account when processing the return.

Nothing in this provision permits us to deduct costs that we are legally required to bear or limits a consumer's mandatory statutory rights.

21. Delivery restrictions

Some products or destinations may be subject to:

• import restrictions;

• carrier restrictions;

• sanctions;

• customs restrictions; or

• other legal requirements.

We reserve the right not to ship an order where doing so would violate applicable law or carrier restrictions.

If we cannot lawfully fulfill an order after payment has been made, we will refund the amount due.

22. Delays outside our reasonable control

Shipping may occasionally be affected by events outside our reasonable control, including:

• extreme weather;

• natural disasters;

• strikes;

• transport disruptions;

• customs delays;

• public authority measures;

• major carrier disruptions; or

• other exceptional circumstances.

We will take reasonable steps to minimise the effect of such circumstances.

These circumstances do not exclude any mandatory rights you may have regarding delayed or failed delivery.

23. Changes or cancellation before dispatch

If you wish to change or cancel an order, contact us as soon as possible at:

Info@keyandhide.com

We will try to accommodate your request where reasonably possible.

However, we cannot guarantee changes or cancellation once an order has entered production, fulfillment or the shipping process.

Additional restrictions may apply to personalised products.

This section does not affect any statutory right of withdrawal that applies to your purchase.

24. Returns

This Shipping Policy concerns delivery of your original purchase.

Returns are governed by our separate Return & Refund Policy, including information concerning:

• the statutory right of withdrawal;

• return deadlines;

• return shipping costs;

• personalised products;

• refunds;

• damaged or defective products; and

• the Model Withdrawal Form.

25. Shipping promotions

From time to time, Key & Hide may offer promotions such as free or reduced-price shipping.

Promotional shipping may be subject to conditions such as:

• minimum order values;

• selected countries;

• selected delivery services;

• promotional periods; or

• eligible products.

The applicable conditions will be communicated with the promotion.

26. Contact

For shipping questions, delivery problems or questions about an existing order, contact:

Key & Hide
Operated by Pichel E-com

Email: Info@keyandhide.com
Address: Pastoorsacker 82, 1965SB, Heemskerk
Chamber of Commerce (KvK): 86742825
VAT number: [VAT NUMBER]

Please include your order number when contacting us about an existing shipment.