Shipping & Delivery

Shipping & Delivery

At Eqclusive, we take shipping seriously. Every order is prepared with care, accuracy and the level of professionalism expected from a premium equine grooming brand.

Most Eqclusive stock is held at our main fulfilment centre in Poland, and the majority of orders are therefore dispatched from Poland.

Our own Eqclusive grooming systems, brush packs, educational products and core product ranges are primarily fulfilled from Poland.

Selected legacy, sale or remaining accessory items may occasionally be dispatched from the United Kingdom while stock lasts. In some cases, where an order contains products from more than one fulfilment location, the order may be shipped in separate parcels.

Shipping Charges

Shipping charges are calculated automatically at checkout based on the delivery destination, parcel size, parcel weight and the courier services available for your order.

From time to time, courier integrations or automated checkout systems may generate a shipping rate that appears unusually high or disproportionate to the order value. If this happens, please do not place the order immediately.

Instead, please email kontakt@eqclusive.pl with:

A screenshot of your cart
Your full name
Your full delivery address
Your email address
Your phone number

We will review the shipment manually and, where possible, prepare a custom checkout with a more accurate shipping rate.

We would always rather assess a shipment properly than allow a customer to pay an inflated automated rate that does not reflect the most sensible delivery option.

Split Fulfilment and Separate Parcels

As we fulfil from more than one location, certain orders may be dispatched in separate parcels.

This may happen where products within the same order are stocked in different fulfilment locations, or where separate shipment is the most effective way to fulfil the order.

If your order arrives in more than one parcel, this does not automatically mean that anything is missing. It simply means your order has been processed through the most appropriate fulfilment route.

Where a checkout system applies more than one shipping charge because products are being fulfilled from separate locations, please contact us before placing the order. We will review the shipment manually and correct the shipping arrangement where appropriate.

Dispatch Times

We aim to dispatch orders within 1–3 working days of receiving cleared payment.

Dispatch times may be slightly longer during peak trading periods, product launches, promotional events, public holidays, courier disruption, stock checks, or where additional order checks are required before shipment.

Once your order has been dispatched, you will receive a shipping confirmation email together with tracking details, where applicable.

Delivery Estimates

Any delivery timeframes shown at checkout, in confirmation emails, or elsewhere on our website are estimates only.

They are not guaranteed delivery dates.

Transit times may vary depending on the delivery country, courier performance, customs processing, local delivery conditions, seasonal demand, weather disruption, transport delays, public holidays, customs inspections, or other factors outside our control.

Once an order has been handed to the courier, delivery is managed by the courier network. Eqclusive will always support customers where possible, but we cannot guarantee delivery dates unless a specific guaranteed delivery service has been expressly offered and paid for.

Customs Duties, Import Taxes and Additional Charges

For international orders, customs duties, import taxes, clearance fees, handling charges, brokerage fees and any other import-related costs may apply.

These charges are not collected by Eqclusive upfront unless explicitly stated otherwise at checkout.

Where applicable, these charges are the responsibility of the customer.

Eqclusive has no control over customs authorities, import regulations, local procedures or charges applied by the destination country. We strongly recommend that customers familiarise themselves with their local customs requirements before placing an order.

We are not responsible for delays caused by customs clearance, import inspections, local authority procedures, courier clearance processes, or customer failure to respond to customs or courier communications.

Additional Shipping Charges

Whilst our checkout system is designed to calculate shipping automatically, we reserve the right to contact you before dispatch if an order requires an additional shipping payment due to circumstances such as:

Oversized parcels
Heavier consignments
Remote delivery locations
Courier surcharge zones
Specialist courier handling requirements
Multi-parcel fulfilment requirements
Incorrect or incomplete shipping information
Courier rates not accurately reflected at checkout

If an additional shipping payment is required, we will contact you before shipment is made.

Should you choose not to proceed, the order may be cancelled and refunded before dispatch.

Delivery Address Accuracy

It is the customer’s responsibility to ensure that all delivery details entered at checkout are complete and accurate.

This includes the full name, delivery address, house number, apartment number where applicable, postcode, country, email address and phone number.

Eqclusive cannot accept responsibility for delays, failed deliveries, returned parcels or additional costs arising from incorrect, incomplete or inaccurate shipping information.

This includes, but is not limited to:

Incorrect address details
Missing house or apartment information
Failed delivery attempts
Refused delivery
Failure to collect from a parcel locker, depot or collection point
Failure to respond to courier communications
Failure to respond to customs requests
Unpaid customs duties, taxes or import charges

If a parcel is returned to us for any of these reasons, any re-shipping costs will be the responsibility of the customer.

Returned Parcels and Refused Customs Charges

If an order is returned to us because customs charges were refused, the parcel was unclaimed, delivery could not be completed, or the customer failed to comply with courier or customs requirements, we reserve the right to deduct from any refund:

The original outbound shipping cost
Any return shipping charges incurred
Any customs, clearance, handling or brokerage charges imposed on the return
A reasonable administrative charge where applicable

Any refund will only be processed once the parcel has been received back and checked by our team.

Please note that international returns caused by failed delivery, refused customs charges, unclaimed parcels or customs processing can take a considerable amount of time to reach us.

Shipping Availability

Shipping availability depends on destination, courier coverage and parcel type.

If your country or region is unavailable at checkout, or if the shipping rate shown appears unreasonable, please contact us at kontakt@eqclusive.pl before placing your order.

We will review what is possible and advise you accordingly.

Digital Products

Digital products, including ebooks and downloadable educational materials, are not physically shipped.

They are delivered by secure download link to the email address used at checkout.

If you have purchased a digital product and cannot locate your download link, please contact us at kontakt@eqclusive.pl with your order number and the email address used at checkout.

Need Assistance Before Ordering?

If you have any questions regarding shipping, delivery, customs, parcel size, fulfilment location or the rate shown at checkout, please contact us before placing your order.

The most effective time to resolve any shipping query is before payment, not once a parcel is already in transit.

Contact: kontakt@eqclusive.pl

By placing an order on our website, you agree to these Shipping & Delivery terms.