Shipping policy
1. ORDER PROCESSING
Orders are processed after payment has been successfully received and the order has been verified by us. Processing time is separate from actual shipping time. For items in stock, we strive to process orders within 2 to 5 business days, excluding weekends and Belgian public holidays. For custom-made items, made-to-order items, personalized items, limited releases, or items dependent on the availability of natural materials, processing times may be longer. Where applicable, additional information regarding expected processing times will be stated on the product page, during checkout, or via email. During busy periods, product launches, or due to circumstances beyond our reasonable control, processing may take longer than usual.
2. DELIVERY COUNTRIES
Xarcana ships internationally to the countries and regions available at checkout. If a country, region, or address is not available during checkout, this means we currently do not offer standard delivery to that destination. Delivery options may depend on destination, local regulations, carriers, customs requirements, product value, and practical feasibility. We reserve the right to adjust delivery countries, shipping methods, shipping costs, and shipping restrictions at any time.
3. SHIPPING METHODS AND CARRIERS
Orders are shipped via a carrier, logistics service provider, or shipping partner selected by Xarcana. The choice of shipping method depends on destination, value, availability, tracking capabilities, security, and practical suitability. For high-value, limited, or hard-to-replace items, we may choose a shipping method with tracking, signature upon delivery, insurance, or additional security measures. We are not obligated to use a specific carrier unless explicitly agreed upon with you in writing. If you wish to arrange your own carrier not offered or recommended by Xarcana, this must be agreed upon in writing in advance. In that case, the risk transfers to you once the goods are handed over to that carrier.
4. SHIPPING COSTS
Shipping costs are clearly displayed during checkout, before the order is finalized. Shipping costs may vary depending on the destination country or region, the chosen shipping method, order value, tracking, insurance, or signature upon delivery. If free shipping is offered, it only applies under the conditions stated on the website, product page, or during checkout at that time.
5. DELIVERY TIMES
Delivery times are estimates and not guarantees, unless explicitly stated otherwise. Estimated delivery times after dispatch: Belgium: 1 to 5 business days
European Union: 3 to 10 business days - Outside the European Union: 5 to 21 business days (depending on destination and customs processing). Delays may occur due to carrier peak times, incorrect address details, customs inspections, public holidays, strikes, weather conditions, or other circumstances beyond our reasonable control.
6. TRACKING
Once your order has been shipped, you will receive a shipping confirmation via email with tracking information, provided tracking is available for the shipping method used. Tracking information may take some time to become active after the package has been handed over to the carrier.
7. ADDRESS DETAILS AND FAILED DELIVERY
You are responsible for providing complete and correct shipping information when placing your order. Xarcana is not liable for delays, additional costs, or failed deliveries caused by incorrect, incomplete, or outdated address details provided by the customer. If a package cannot be delivered, is not collected, is refused, or is returned to us, we will contact you. A second shipment, new delivery attempt, or additional administrative fee may be charged at the customer's expense, unless the failed delivery is due to an error by Xarcana.
8. DAMAGED PACKAGES AND DELIVERY ISSUES
Please check your package immediately upon receipt. If the package is visibly damaged, we ask that you refuse delivery if possible or report it directly to the courier. Please contact us as soon as possible at orders@xarcana.com if your package arrives damaged, if items are missing, or if you received an incorrect item. Please include: your order number; a clear description of the issue and, if relevant, photos of the outer packaging, inner packaging, shipping label, and the product.
9. TRANSFER OF RISK
For consumers within the European Union, the risk of loss or damage to the goods transfers to you only when you, or a third party designated by you (other than the carrier), take physical possession of the goods. If you choose a carrier yourself that was not offered or recommended by Xarcana, the risk transfers once the goods are handed over to that carrier.
10. CUSTOMS, DUTIES, AND TAXES OUTSIDE THE EUROPEAN UNION
For deliveries outside the European Union, import duties, taxes, customs fees, administrative fees, or other local charges may apply. These costs are the responsibility of the customer and are not controlled or collected by Xarcana. Xarcana is not responsible for delays or additional costs caused by customs procedures. If an international shipment is refused, not collected, or returned to us due to non-payment of import duties, taxes, or customs fees, original shipping costs, return shipping costs, and any customs fees may be deducted from the refund amount.
11. CONTACT AND COMPANY DETAILS
Questions about shipping or delivery can be sent to: orders@xarcana.com. Trade name: Xarcana. Legal entity: Davy Goovaerts, sole proprietorship. Registered address: Duffelstraat 21, 2860 Sint-Katelijne-Waver, Belgium. Email for orders: orders@xarcana.com. Phone number: +32491238119 Company number: 1038.035.503. VAT number: BE 1038.035.503.