Shipping policy
SHIPPING & DELIVERY POLICY
This Shipping & Delivery Policy applies to orders placed with ELKO EP Kuwait through shop.elkoep-kw.com and, where expressly applicable, through other authorized ELKO EP Kuwait sales channels.
The store is operated by:
ELKO EP For Trading Electrical Tools & Equipment, Contracting & Agencies
Commercial Registration No.: 430734
Commercial License No.: 2020/9780
This Policy should be read together with our:
• Terms of Service
• Return & Refund Policy
• Warranty Policy
• Privacy Policy
• Applicable quotation terms
• Product-specific terms
1. DELIVERY AREA
ELKO EP Kuwait currently offers delivery through the online store to delivery addresses within the State of Kuwait only.
Orders placed through shop.elkoep-kw.com must provide a valid delivery address in Kuwait.
This Kuwait-only delivery area describes the customer destination. It does not mean that every product is dispatched from inventory physically located in Kuwait.
Depending on stock availability and the applicable fulfilment arrangement, a product may be dispatched from ELKO EP Kuwait inventory in Kuwait or supplied and shipped from ELKO EP s.r.o. in the Czech Republic, including direct shipment to the customer's Kuwait delivery address.
We do not currently offer standard customer delivery to addresses outside Kuwait or standard GCC shipping through the online store.
Any delivery to a destination outside Kuwait must be separately arranged and confirmed by ELKO EP Kuwait in writing and does not form part of the standard online-store delivery service.
2. DELIVERY METHODS
Depending on the order, location, and product type, delivery may be completed through:
• ELKO EP Kuwait delivery arrangements
• Local courier providers
• Local or international courier, freight, or logistics providers
• Direct fulfilment coordinated with ELKO EP s.r.o. in the Czech Republic
• Project-delivery arrangements
• Another delivery method communicated for the order
Available delivery methods may be shown during checkout or communicated after an order is confirmed.
3. DELIVERY CHARGES
Applicable delivery charges will normally be displayed during checkout before payment is completed.
Delivery charges may depend on factors including:
• Delivery location
• Order size
• Product weight
• Product dimensions
• Delivery method
• Special handling requirements
• Other relevant logistical factors
For project, bulk, oversized, or specially handled orders, delivery charges may be provided through a separate quotation.
Where a product is fulfilled from outside Kuwait, any shipping, freight, customs-clearance, import, duty, tax, or similar amount that the customer is required to pay will be disclosed before completion of the transaction where required and reasonably determinable.
ELKO EP Kuwait will not intentionally represent a charge as included if it is expected to be payable separately by the customer.
4. ORDER PROCESSING
Orders are processed after applicable order and payment checks are completed.
Processing may include:
• Payment verification
• Fraud screening
• Stock verification
• Determination of the applicable fulfilment source, including Kuwait inventory or ELKO EP s.r.o. in the Czech Republic where applicable
• Picking
• Product inspection
• Packing
• Invoice preparation
• Delivery scheduling
• Coordination with the applicable delivery provider
Orders submitted outside normal working hours, on weekends, or during public holidays may begin processing on the next applicable business day.
5. DELIVERY TIMEFRAMES
Any delivery timeframe shown:
• On the website
• During checkout
• In an order confirmation
• In a quotation
• By email
• Through WhatsApp
• Through another communication channel
should be treated as an estimated timeframe unless ELKO EP Kuwait expressly confirms a guaranteed delivery date in writing.
Delivery times may vary depending on:
• Stock availability
• Order-processing status
• Product type
• Delivery location
• Courier availability
• Traffic
• Public holidays
• Weather
• Site-access requirements
• Supplier or manufacturer lead times
• International transportation or carrier schedules where applicable
• Customs or import processing where applicable
• Other circumstances outside our reasonable control
6. IN-STOCK PRODUCTS
Products identified as available or in stock may normally be processed from available inventory.
Unless the product page, checkout, quotation, or order confirmation expressly identifies the stock location, an "available" or "in stock" indication does not necessarily mean that the product is physically located in Kuwait.
However, stock information can occasionally change because of:
• Simultaneous customer orders
• Reserved project stock
• Stock-count discrepancies
• Damaged inventory discovered during fulfilment
• System synchronization delays
• Other operational circumstances
If a product becomes unavailable after an order has been placed, we will contact the customer where necessary.
7. BACKORDERED PRODUCTS
Certain products may be temporarily unavailable but remain orderable.
Where a product is on backorder, an estimated availability period may be provided where reasonably possible.
Supplier or manufacturer availability estimates are not guaranteed unless expressly confirmed in writing.
Where fulfilment will originate from the Czech Republic or another approved external source, the customer may also be given an estimated international transit or delivery timeframe where reasonably available.
8. SPECIAL-ORDER PRODUCTS
Certain products may need to be:
• Imported specifically for the customer
• Sourced from a supplier
• Manufactured to order
• Ordered in unusual quantities
• Configured
• Programmed
• Otherwise specially procured
Lead times for these products may differ significantly from ordinary in-stock products.
Where practical, material special-order status and material lead-time information will be communicated before the transaction is completed or as otherwise required by applicable law.
A product does not become a special-order product merely because ELKO EP Kuwait elects to fulfil an ordinary customer order from ELKO EP s.r.o. in the Czech Republic rather than from local Kuwait inventory.
9. DIRECT FULFILMENT FROM ELKO EP CZECH REPUBLIC
Where a product is unavailable from local Kuwait inventory, or where another approved supply arrangement applies, ELKO EP Kuwait may request ELKO EP s.r.o. in the Czech Republic to supply the product and, where appropriate, ship it directly to the customer's delivery address in Kuwait.
In such a transaction:
• The customer's seller remains ELKO EP Kuwait unless the applicable transaction documents expressly state otherwise
• The customer destination remains Kuwait
• The shipment may physically originate in the Czech Republic
• ELKO EP s.r.o., an international courier, freight forwarder, customs-related provider, or other logistics provider may participate in fulfilment
• Delivery estimates may include manufacturer processing, international transit, customs or import processing, and local final delivery
• The customer will be informed of a material delay or material fulfilment change where reasonably required or practicable
Direct fulfilment from the Czech Republic does not by itself convert an ordinary product into a special-order product and does not remove or reduce a mandatory consumer right.
Customers should not independently contact or instruct ELKO EP s.r.o. or an overseas logistics provider to alter, cancel, redirect, or return a shipment unless ELKO EP Kuwait has authorized that arrangement.
10. MIXED ORDERS
Where an order contains both:
• Immediately available products
• Backordered or special-order products
ELKO EP Kuwait may either:
• Hold the full order until all items are available
• Arrange partial delivery
Where partial delivery would create additional delivery charges, those charges will be communicated before any additional charge is imposed.
A mixed order may also be fulfilled from more than one origin, for example, one item from Kuwait inventory and another from ELKO EP s.r.o. in the Czech Republic.
This may result in separate packages, tracking references, carriers, or delivery dates.
11. PARTIAL DELIVERIES
For bulk or project orders, ELKO EP Kuwait may arrange delivery in multiple shipments where appropriate.
Documentation may indicate which products have:
• Been delivered
• Been partially delivered
• Remain outstanding
Partial delivery does not automatically cancel the undelivered balance of an accepted order.
12. DELIVERY ADDRESS
Customers are responsible for providing complete and accurate delivery information.
Depending on the location, this may include:
• Recipient name
• Company name
• Area
• Block
• Street
• Building
• Floor
• Office, apartment, warehouse, or unit
• Telephone number
• Site contact
• Landmark
• Delivery instructions
• Any other information reasonably necessary to complete delivery
ELKO EP Kuwait is not responsible for delays caused solely by materially incomplete or incorrect delivery information supplied by the customer.
13. TELEPHONE NUMBER
A valid and reachable telephone number should be provided with the order.
ELKO EP Kuwait or the delivery provider may contact the customer to:
• Confirm the location
• Request directions
• Arrange delivery
• Coordinate building access
• Confirm the recipient
• Resolve delivery issues
• Otherwise complete fulfilment
14. CHANGES TO DELIVERY INFORMATION
If you need to change your:
• Delivery address
• Recipient
• Telephone number
• Delivery instructions
after placing an order, contact ELKO EP Kuwait as soon as possible.
We will attempt to update the order where operationally possible.
Changes may not be possible once the order has already been dispatched, particularly after an international shipment has been handed to the carrier, entered export processing, or entered customs/import processing.
Reasonable additional delivery charges may apply where a customer-requested change results in additional delivery costs.
15. DELIVERY TO BUSINESSES
For deliveries to:
• Offices
• Shops
• Warehouses
• Contractor facilities
• Panel-building workshops
• Commercial premises
• Other business locations
customers should provide any information necessary for the delivery provider to locate the correct receiving point.
This may include:
• Company name
• Floor
• Office number
• Warehouse number
• Receiving department
• Loading area
• Security instructions
• Authorized contact person
16. CONSTRUCTION AND PROJECT SITES
For deliveries to:
• Construction sites
• Infrastructure projects
• Industrial sites
• Government projects
• Electrical rooms
• Project warehouses
• Other controlled-access locations
the customer is responsible for informing us of material access requirements.
These may include:
• Gate passes
• Security approval
• Delivery permits
• Site contact details
• Restricted delivery hours
• Loading-zone requirements
• Vehicle-access restrictions
Failure to provide required site-access information may result in delay or an unsuccessful delivery attempt.
17. SCOPE OF STANDARD DELIVERY
Unless expressly agreed otherwise, standard delivery means transportation of the ordered products to the agreed delivery location.
Standard delivery does not automatically include:
• Installation
• Wiring
• Mounting
• Configuration
• Programming
• Commissioning
• System integration
• Testing
• Unpacking for installation
• Internal distribution across a site
• Moving equipment between floors
• Engineering services
Any such services must be separately agreed.
18. CUSTOMER COLLECTION
Where customer collection is available for a specific order, it must be confirmed by ELKO EP Kuwait.
Customers should not assume that the registered business address operates as an unrestricted walk-in collection point.
Before releasing an order, we may reasonably request:
• Order number
• Invoice
• Identification
• Company authorization
• Name of the collecting person
• Another appropriate form of verification
19. INSPECTION UPON DELIVERY
Customers should reasonably inspect an order when it is delivered.
Where practical, please check:
• Number of packages
• Obvious external damage
• Major quantity discrepancies
• Product identity
• Whether the delivery generally matches the expected order
Any obvious issue should be reported promptly.
20. DAMAGED PACKAGES
If a package arrives visibly damaged:
-
Photograph the external packaging where practical
-
Notify the delivery representative where appropriate
-
Retain the packaging
-
Inspect the product carefully
-
Contact ELKO EP Kuwait promptly if the product itself appears damaged
A visibly damaged electrical product should not be installed or energized until the issue has been assessed.
21. INCORRECT OR MISSING PRODUCTS
If your delivery contains:
• An incorrect product
• Missing product
• Incorrect quantity
• Missing accessory
• Incomplete packaging
• Another fulfilment discrepancy
contact ELKO EP Kuwait promptly.
We may reasonably request:
• Order number
• Photographs
• Product labels
• Invoice details
• Delivery information
• Other information relevant to verifying the issue
Confirmed fulfilment errors will be handled under our Return & Refund Policy and applicable law.
22. FAILED DELIVERY ATTEMPTS
A delivery attempt may be unsuccessful where:
• The recipient cannot be contacted
• No authorized person is available
• The address is materially incorrect
• Access is refused
• Required site information is missing
• Security approval has not been arranged
• Another customer-side issue prevents delivery
Where reasonably possible, we will work with the customer to arrange another delivery attempt or other suitable solution.
23. REDELIVERY CHARGES
Where an additional delivery attempt is required solely because of a customer-caused failed delivery, a reasonable redelivery charge may apply where permitted by applicable law.
We will not impose a redelivery charge where the failed delivery resulted solely from an error by ELKO EP Kuwait or the applicable delivery provider.
24. REFUSED DELIVERIES
Refusing delivery does not automatically complete a cancellation or return.
Customers wishing to:
• Cancel an order
• Return a product
• Reject an incorrect product
• Report damaged goods
should contact ELKO EP Kuwait so the matter can be properly processed under our Return & Refund Policy.
Where a valid shipment is refused without an applicable legal or contractual reason, additional delivery or handling costs may apply where permitted by law.
25. DELIVERY DELAYS
Delivery may be delayed because of circumstances including:
• Heavy traffic
• Road closures
• Severe weather
• Public holidays
• Courier, freight, or international-carrier disruption
• Supplier or manufacturer delays
• Customs, import, export, or border-processing delays
• Incorrect customer information
• Site-access problems
• Telecommunications issues
• Government action
• Force majeure
• Other circumstances outside our reasonable control
Where a material delay becomes known, we will take reasonable steps to provide updated information where practical.
26. SUPPLIER AND MANUFACTURER LEAD TIMES
Certain products may originate from manufacturers or suppliers outside Kuwait even though the customer delivery address is within Kuwait.
This includes products supplied or directly fulfilled by ELKO EP s.r.o. in the Czech Republic.
Estimated lead times for such products may be affected by:
• Manufacturer order processing
• Production schedules
• Supplier inventory
• International transportation
• Export handling
• Customs and import processing
• Factory holidays
• Carrier schedules
• Final-mile delivery arrangements
• Supply-chain disruption
• Other external circumstances
Unless expressly guaranteed by ELKO EP Kuwait in writing, manufacturer, supplier, international-transit, customs-processing, and carrier lead times are estimates.
Where a material delay or material change to the expected fulfilment arrangement becomes known, ELKO EP Kuwait will take reasonable steps to inform the customer where required or practicable.
27. TRACKING
Where tracking or shipment-status information is available, it may be provided by:
• ELKO EP Kuwait
• The local or international delivery provider
• Another courier, freight, or logistics partner
Not every delivery method necessarily provides live customer-facing tracking.
Customers may contact ELKO EP Kuwait for an order update where tracking is unavailable.
28. PROOF OF DELIVERY
Delivery may be recorded using reasonable methods such as:
• Recipient signature
• Delivery note
• Electronic confirmation
• Company stamp
• Courier confirmation
• Delivery photograph where lawfully used
• Another reasonable delivery record
Such records may be retained where reasonably necessary for:
• Fulfilment
• Customer service
• Accounting
• Fraud prevention
• Dispute resolution
• Legal compliance
29. RISK OF DAMAGE DURING DELIVERY
ELKO EP Kuwait will take reasonable steps to ensure products are appropriately packaged for delivery.
Where a product is damaged during delivery while responsibility remains with ELKO EP Kuwait or the applicable delivery arrangement, the matter will be handled under our Return & Refund Policy and applicable law.
30. INSTALLATION IS NOT INCLUDED
Unless expressly included in a quotation or written agreement, purchasing and receiving a product does not include:
• Installation
• Wiring
• Programming
• Configuration
• Testing
• Commissioning
• Integration
• Engineering services
These services may be available separately where agreed.
31. DELIVERY DOES NOT CONFIRM TECHNICAL SUITABILITY
Successful delivery does not constitute confirmation that a product is suitable for the customer's complete electrical system, project, or intended application.
Customers remain responsible for verifying technical suitability unless ELKO EP Kuwait has separately agreed to provide engineering, design, or product-selection services for the applicable application.
32. RETURNS AFTER DELIVERY
Requests involving:
• Returns
• Exchanges
• Cancellations
• Damaged products
• Incorrect products
• Refunds
after delivery will be handled under our Return & Refund Policy.
Where a product was originally shipped from outside Kuwait, including directly from ELKO EP s.r.o. in the Czech Republic, the customer should not independently ship the product internationally for return.
ELKO EP Kuwait will provide the applicable authorized return location and instructions.
Eligible products may generally be subject to a 14-day return or exchange framework from the date of purchase shown on the applicable invoice, subject to applicable Kuwait law and the conditions of the Return & Refund Policy.
33. WARRANTY AFTER DELIVERY
All products sold by ELKO EP Kuwait are covered by a five (5) year manufacturer warranty, subject to the terms, conditions, and exclusions set out in our Warranty Policy.
Delivery acceptance does not remove valid warranty rights.
34. DELIVERY AND WARRANTY CLAIMS
A product that develops a reported fault after delivery should not automatically be returned through the normal delivery process.
Customers should first contact ELKO EP Kuwait so that the matter can be assessed under the Warranty Policy.
Depending on the issue, we may arrange:
• Technical diagnosis
• Inspection
• Collection
• Repair
• Replacement
• Another appropriate warranty process
35. ELECTRICAL SAFETY DURING DELIVERY ISSUES
If delivered electrical equipment appears:
• Crushed
• Burnt
• Wet
• Melted
• Cracked
• Significantly damaged
• Otherwise unsafe
do not install or energize the product.
Contact ELKO EP Kuwait for further instructions.
36. FORCE MAJEURE
To the extent permitted by applicable law, ELKO EP Kuwait will not be responsible for delay or failure caused by events outside our reasonable control.
These may include:
• Natural disasters
• Severe weather
• Fire
• War or civil disturbance
• Government action
• Transportation disruption
• Major supplier interruption
• Public emergencies
• Telecommunications failures
• Widespread system outages
• Similar extraordinary events
We will take reasonable steps to manage affected customer orders.
37. CHANGES TO THIS POLICY
ELKO EP Kuwait may update this Shipping & Delivery Policy to reflect changes in:
• Delivery providers
• Delivery methods
• Delivery charges
• Service areas within Kuwait
• Shopify functionality
• Supplier or manufacturer arrangements
• Direct fulfilment from ELKO EP s.r.o. in the Czech Republic
• International carriers, freight, customs, or logistics arrangements
• Operating procedures
• Applicable law
The latest version will be published on our website with its revision date.
Changes will not unlawfully remove rights arising from an order already placed.
38. GOVERNING LAW
This Shipping & Delivery Policy is governed by the applicable laws and regulations of the State of Kuwait.
Nothing in this Policy is intended to exclude or reduce a mandatory consumer right or remedy.
39. CONTACT & LEGAL INFORMATION
ELKO EP Kuwait
Operated by:
ELKO EP For Trading Electrical Tools & Equipment, Contracting & Agencies
Commercial Registration No.: 430734
Commercial License No.: 2020/9780
Registered Address:
Kuwait, Al Assima Governate, Sharq, Block 5, Al Arabia Tower, 13th Floor
For shipping, delivery, order-status, logistics, or other customer-service enquiries, please refer to our Contact Information page.