Shipping policy
Last updated: 01/01/2026
At Koucles, we aim to provide a reliable and efficient shipping experience for customers worldwide.
This Shipping Policy explains how orders are processed, shipped, and delivered when you place an order through koucles.com.
By placing an order, you agree to the terms described in this policy.
1. Order Processing Time
Orders are processed Monday – Friday, excluding public holidays.
Processing time may vary depending on product availability and supplier location.
Typical processing times:
• 1–2 business days for items stocked in our EU warehouse
• 2–7 business days for items shipped from EU suppliers
• 3–10 business days for items shipped from international fulfillment partners
Processing time refers to the time required to prepare the order before shipment.
During peak seasons, processing times may be extended.
2. International Retail Fulfillment Model
Koucles operates as an international online retail platform sourcing products from a global network of suppliers and fulfillment partners.
Orders may be fulfilled through:
• our European 3PL warehouse
• authorized EU suppliers
• international suppliers
• dropshipping partners
Because of this fulfillment structure, products may be shipped from different countries.
Koucles acts as a retail reseller and intermediary platform and not as the manufacturer of the products.
3. Shipping Methods
Shipping methods depend on:
• destination country
• supplier location
• product availability
• shipping carrier availability
Available methods may include:
• Standard Shipping
• Priority Shipping
• International Registered Shipping
• Courier Express Delivery
Shipping carriers may include international logistics providers and local postal services.
4. Estimated Delivery Times
Delivery times depend on the destination and shipping method.
Typical delivery estimates:
European Union
Standard Shipping: 4–10 business days
Priority Shipping: 3–7 business days
International Shipping
Standard Shipping: 7–20 business days
Priority Shipping: 5–12 business days
These delivery estimates are not guaranteed.
Shipping times may vary due to:
• customs inspections
• carrier delays
• weather conditions
• peak shipping periods
• supply chain disruptions
5. Multiple Shipments
Because Koucles works with multiple warehouses and suppliers, orders containing multiple items may be shipped separately.
This means:
• items may arrive in different packages
• shipments may have different tracking numbers
• delivery dates may vary
Customers will not be charged additional shipping fees for split shipments.
6. Shipping Costs
Shipping costs are calculated at checkout based on:
• destination country
• weight and size of items
• selected shipping method
Any additional customs charges or import taxes are not included in the shipping cost.
7. Customs, Duties & Import Taxes
For international shipments outside the European Union, customers are responsible for:
• import duties
• customs taxes
• customs clearance fees
These charges are determined by local customs authorities.
Koucles has no control over these charges.
Refusal to pay customs duties does not qualify for a refund.
8. Incorrect Address Information
Customers are responsible for providing accurate shipping information.
Koucles is not responsible for delivery issues caused by:
• incorrect shipping address
• incomplete address information
• failure to collect the parcel
• incorrect postal codes
If a package is returned due to incorrect address information, the customer may be required to pay additional shipping fees.
9. Tracking Information
Once your order has shipped, you will receive tracking information when available.
Tracking updates depend on the shipping carrier and may take several days to appear.
Some international shipments may have limited tracking information depending on the carrier.
10. Lost Packages
If a package appears lost in transit, customers should contact our support team.
We will investigate the issue with the shipping carrier.
Please note:
Koucles is not responsible for packages that are confirmed as delivered by the shipping carrier.
11. Delivery Confirmation
Once a shipping carrier marks a package as delivered, the order is considered fulfilled.
Koucles cannot be held responsible for:
• stolen packages after delivery
• deliveries to incorrect addresses provided by customers
• delivery issues after confirmation by the carrier
Customers should ensure that delivery locations are secure.
12. Delayed Shipments
While we aim to deliver orders within the estimated timeframes, delays may occur.
Delays may be caused by:
• customs inspections
• transportation disruptions
• supply chain issues
• weather conditions
• peak holiday seasons
These delays are outside the control of Koucles.
13. Dropshipping Shipments
Some products may be shipped directly from authorized suppliers or dropshipping partners.
In such cases:
• packaging may differ from Koucles packaging
• sender information may vary
• delivery times may vary depending on supplier processing
Return instructions for dropshipping items may differ from warehouse returns.
14. Refused or Unclaimed Shipments
If a shipment is:
• refused by the customer
• not collected from the courier
• returned due to unpaid customs duties
the order may be returned to the supplier.
Refunds may only be processed after the product is returned and inspected.
Shipping and handling fees may be deducted from the refund.
15. Shipping Restrictions
Some products may not be available for shipping to certain countries due to:
• customs restrictions
• shipping carrier limitations
• supplier shipping policies
Koucles reserves the right to cancel orders that cannot be delivered to the selected destination.
16. Fraud Prevention
To prevent fraud, Koucles may delay or cancel shipments if suspicious activity is detected.
Additional identity verification may be required before shipping an order.
17. Force Majeure
Koucles is not responsible for shipping delays caused by events beyond our control, including:
• natural disasters
• war
• strikes
• customs disruptions
• government restrictions
• transportation failures
18. Contact Information
For shipping inquiries, please contact:
Email: info@koucles.com
Phone / WhatsApp / Viber: +30 6997244344
Our support team will assist you with any shipping-related questions.
