Shipping Policy — Ex-Pollen

Thank you for shopping at Ex-Pollen. This Shipping Policy explains how we process, ship, and deliver orders to customers worldwide. By placing an order with us, you agree to the terms outlined below.

  1. Shipping Locations

Ex-Pollen proudly ships to customers worldwide.
Whether you’re in Africa, Europe, the Americas, or Asia, we deliver children’s fashion directly to your doorstep.

 

  1. Processing Time

All orders are processed within:

  • 1–3 business days for available items
  • Orders placed on weekends or public holidays will be processed on the next business day

Processing time does not include shipping or delivery time.

 

  1. Shipping Methods & Delivery Time

Delivery times vary based on your location:

Local and International Shipping:

  • 7–15 business days depending on the destination country
  • Delays may occur due to customs inspections or international transit conditions

Please note that delivery times are estimates and not guaranteed.

 

  1. Shipping Fees

Shipping costs are calculated at checkout based on:

  • Destination
  • Weight of order
  • Shipping method selected

You will see the total shipping cost before completing your purchase.

 

  1. Order Tracking

Once your order has shipped, you will receive:

  • A confirmation email
  • A tracking number (where available)

You can use the tracking number to monitor your shipment’s progress.

 

  1. Customs, Duties & Taxes

For international orders:

  • Customs fees, import duties, VAT, or other tax charges may apply depending on your country’s regulations.
  • These charges are not included in your order total and must be paid by the customer.
  • Ex-Pollen is not responsible for delays caused by customs processing.

 

  1. Incorrect or Incomplete Addresses

Customers are responsible for providing accurate shipping information.

Ex-Pollen is not liable for:

  • Delays caused by incorrect addresses
  • Lost packages due to wrong delivery details
  • Additional shipping charges required for reshipping

If you notice an error, contact us immediately at [email protected].

 

  1. Lost, Damaged, or Delayed Packages

While we strive to ensure smooth delivery:

  • Ex-Pollen is not responsible for lost or delayed packages caused by the courier or customs.
  • If your order arrives damaged, contact us within 48 hours with photos for support.

We will assist in resolving the issue promptly.

 

  1. Order Cancellation

Orders can be cancelled only before shipment.
Once an order has been dispatched, it cannot be cancelled.

 

  1. Contact Us

For shipping-related inquiries:

[email protected]