Shipping policy

SHIPPING POLICY

Last updated: December 28, 2025

IMPORTANT: MARKETPLACE NOTICE

Marshaal operates as a marketplace platform. Most products are sold and shipped by independent third-party vendors.

For vendor products: Shipping is handled by the individual vendor. Please review the vendor's shipping information on their product page before purchasing.

For Marshaal direct products: The shipping policy below applies to products sold directly by Marshaal.

SHIPPING REGIONS

We ship to the following regions:

European Union (EU)

  • Belgium, Netherlands, Germany, France, Luxembourg, and all other EU member states

Gulf Cooperation Council (GCC)

  • United Arab Emirates, Saudi Arabia, Kuwait, Qatar, Bahrain, Oman

Other Regions

  • Contact us at info@marshaal.com to inquire about shipping to other locations

SHIPPING COSTS AND DELIVERY TIMES

Belgium (Domestic)

  • Standard Shipping: €5.00
  • Free Shipping: Orders over €50
  • Delivery Time: 2-5 business days

European Union

  • Standard Shipping: €10.00
  • Free Shipping: Orders over €100
  • Delivery Time: 5-10 business days
  • Note: VAT is included in the price for EU customers

GCC Countries (UAE, Saudi Arabia, Kuwait, Qatar, Bahrain, Oman)

  • Standard Shipping: €15.00 (approximately 55-60 AED)
  • Express Shipping: €25.00 (approximately 90-100 AED)
  • Free Shipping: Orders over €150 (approximately 550 AED)
  • Delivery Time:
    • Standard: 7-14 business days
    • Express: 3-7 business days

Other International

  • Shipping Cost: Calculated at checkout based on destination and weight
  • Delivery Time: 10-21 business days

All delivery times are estimates and may vary based on customs clearance and carrier performance.

ORDER PROCESSING

  • Processing Time: 1-3 business days before shipment
  • Order Confirmation: You will receive an email confirmation when your order is placed
  • Shipping Confirmation: You will receive tracking information once your order ships
  • Business Days: Monday to Friday, excluding public holidays in Belgium

TRACKING YOUR ORDER

  • Tracking information will be sent to your email once your order ships
  • Track your package using the carrier's website
  • For tracking issues, contact us at info@marshaal.com

CUSTOMS, DUTIES, AND TAXES

European Union Customers

  • VAT Included: All prices include applicable VAT for EU customers
  • No Additional Fees: No customs duties within the EU

GCC Customers

  • Customs Duties: You are responsible for any customs duties, import taxes, or fees charged by your country
  • VAT: Local VAT may apply depending on your country's regulations
  • Customs Clearance: Delays may occur during customs processing (typically 1-5 days)
  • Refused Shipments: If you refuse to pay customs fees, you are responsible for return shipping costs

Other International Customers

  • You are responsible for all customs duties, taxes, and import fees
  • Marshaal is not responsible for customs delays or charges

SHIPPING RESTRICTIONS

We cannot ship to:

  • P.O. Boxes (for certain products)
  • Military addresses (APO/FPO)
  • Regions under international trade sanctions

Some products may have additional shipping restrictions due to:

  • Size or weight limitations
  • Hazardous materials regulations
  • Country-specific import restrictions

DELIVERY ISSUES

Failed Delivery Attempts

  • Carriers typically make 2-3 delivery attempts
  • You will receive notifications from the carrier
  • Packages may be held at a local facility for pickup
  • Unclaimed packages will be returned to us

Lost or Damaged Packages

If your package is lost or damaged:

  • Contact us immediately at info@marshaal.com
  • Provide your order number and photos (for damaged items)
  • We will work with the carrier to resolve the issue
  • Replacement or refund will be provided for confirmed lost/damaged shipments

Incorrect Address

  • Your Responsibility: You must provide accurate and complete shipping information
  • Address Changes: Contact us immediately if you need to change your address (before shipment)
  • Returned Packages: If a package is returned due to an incorrect address, you will be responsible for reshipping costs

EUROPEAN UNION CONSUMER RIGHTS

For customers in the European Union:

14-Day Right of Withdrawal

  • You have 14 calendar days from receipt to return items for any reason
  • Items must be unused, unworn, and in original packaging with tags
  • To exercise this right, email info@marshaal.com within 14 days

Return Shipping

  • You are responsible for return shipping costs unless the item is defective
  • We recommend using tracked shipping for returns

Refunds

  • Full refund of product price (excluding original shipping costs)
  • Refund processed within 14 days of receiving the returned item
  • Refund issued to original payment method

Exceptions

The 14-day withdrawal right does not apply to:

  • Personalized or custom-made items
  • Perishable goods
  • Sealed items opened by you (for hygiene reasons)
  • Digital content already downloaded or used

GCC CONSUMER PROTECTION

For customers in GCC countries:

Return Period

  • 30-day return policy from date of receipt
  • Items must be in original condition with tags and packaging
  • Contact info@marshaal.com to initiate a return

Return Shipping

  • Customer is responsible for return shipping costs to Belgium
  • We recommend using tracked international shipping
  • Return address: Blekerijvesting 7, 8930 Menen, Belgium

Refunds

  • Refund processed within 10 business days of receiving the return
  • Original shipping costs are non-refundable unless item is defective
  • Refund issued to original payment method

Defective Items

  • Full refund including shipping costs
  • We will provide a prepaid return label for defective items

UNDELIVERABLE PACKAGES

If a package is returned to us as undeliverable:

  • We will contact you to arrange reshipping
  • You will be responsible for additional shipping costs
  • Refunds (minus original shipping costs) are available if you do not want reshipping

EXPEDITED SHIPPING

Expedited shipping options may be available at checkout for select regions:

  • EU Express: 2-4 business days (additional €20)
  • GCC Express: 3-7 business days (€25)

Express shipping does not include processing time or customs clearance time.

FORCE MAJEURE

We are not liable for shipping delays caused by:

  • Natural disasters
  • Pandemics or health emergencies
  • Political unrest or war
  • Carrier strikes or labor disputes
  • Customs delays
  • Weather conditions
  • Other events beyond our reasonable control

CONTACT INFORMATION

For Marshaal direct product shipping questions:

  • Email: info@marshaal.com
  • Phone: +32 467 69 55 23
  • Address: Blekerijvesting 7, 8930 Menen, Belgium

For vendor product shipping questions:

  • Contact the vendor directly through their store page

VENDOR PRODUCTS SHIPPING

Important: For products sold by independent vendors on our marketplace:

  • Each vendor sets their own shipping rates, methods, and delivery times
  • Shipping policies vary by vendor
  • Review the vendor's shipping information on the product page before purchasing
  • Contact the vendor directly for shipping questions or issues
  • Marshaal is not responsible for vendor shipping delays, costs, or problems