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Shipping & Returns

Last updated: 2026-07-10

This Shipping & Returns Policy explains how we ship orders, how returns work, and how consumers can exercise their right of withdrawal when buying from The Original Cupkeeper webshop.

This policy applies to purchases made through https://originalcupkeeper.com. For quote requests, custom B2B offers, or offline orders, additional or different terms may apply if agreed separately in writing.

1. Seller information

The webshop is operated by:

Etcatera BV
Trading as: The Original Cupkeeper
Registered address: Burgstraat 112, 9000 Ghent, Belgium
Company number: BE1025593173
VAT number: BE1025593173
Email: johan@originalcupkeeper.com
Phone: +32 472 98 56 37

2. Delivery countries

We currently ship to: Belgium, Netherlands, Luxembourg, and selected EU countries.

If your delivery country is not available at checkout, please contact us through johan@originalcupkeeper.com or https://originalcupkeeper.com/contact/. We may still be able to prepare a custom shipping quote.

3. Shipping methods and delivery costs

Available shipping methods and delivery costs are shown during checkout before you place your order.

Shipping costs depend on the destination, product type, quantity, packaging, and available carrier options. All shipping costs are displayed before payment.

Orders are paid in EUR unless stated otherwise.

4. Estimated delivery times

Estimated delivery times depend on the product type and whether printing or production is required.

As a general indication:

  • Stock products without custom printing: usually shipped within 3–5 business days.
  • Stock products with pad printing: usually shipped within 10 business days after approval of the print file or proof.
  • Made-to-order products or larger custom orders: usually shipped within 4–5 weeks, unless agreed otherwise.

These delivery times are estimates. We will do our best to keep you informed if there is a delay.

If a specific delivery deadline is important for your event, please contact us before ordering so we can confirm what is realistic.

5. Order processing

After placing an order, you will receive an order confirmation by email.

For custom printed products, production will only start once all necessary details have been received and, where applicable, the print file or digital proof has been approved.

The customer is responsible for providing correct delivery details. If an order cannot be delivered because the address was incomplete or incorrect, additional shipping costs may apply.

6. Damaged, incorrect, or incomplete deliveries

Please inspect your order as soon as possible after delivery.

If your order arrives damaged, incomplete, or different from what you ordered, contact us at johan@originalcupkeeper.com within 7 days after delivery and include:

  • your order number;
  • a short description of the issue;
  • clear photos of the packaging and products, if relevant.

We will review the issue and, where appropriate, offer a replacement, repair, missing item shipment, refund, or another suitable solution.

This does not affect your statutory rights.

7. Right of withdrawal for consumers

If you are a consumer buying online, you may have the right to withdraw from your purchase within 14 days without giving a reason.

The withdrawal period starts on the day you, or a third party appointed by you, receives the goods.

To exercise your right of withdrawal, you must inform us before the end of the 14-day withdrawal period. You can do this by using:

  • the withdrawal function on our website: https://originalcupkeeper.com/withdrawal/;
  • the withdrawal form below;
  • or a clear written statement sent to johan@originalcupkeeper.com.

After notifying us of your withdrawal, you must return the goods within 14 days.

8. Products excluded from the right of withdrawal

The right of withdrawal does not apply to products that are custom-made, personalised, printed, produced to your specifications, or clearly adapted to your individual request.

This means that custom printed Cupkeepers, custom printed reusable cups, made-to-order products, and other personalised goods cannot normally be returned under the consumer right of withdrawal, unless they are defective, damaged, or do not match what was agreed.

Standard stock products that are not personalised may be eligible for withdrawal if they are returned in accordance with this policy.

9. Condition of returned products

Returned products must be unused, complete, and, where reasonably possible, returned in their original packaging.

You may inspect the product in the same way you would in a physical shop. If the product has been used more than necessary to inspect it, we may reduce the refund to reflect any loss in value.

10. Return shipping costs

Unless we made an error or the product is defective, the customer is responsible for the direct cost of returning the goods.

We recommend using a tracked shipping method and keeping proof of postage until the return has been processed.

11. Refunds

If you validly exercise your right of withdrawal, we will refund the eligible payments received from you, including the standard delivery cost of the original shipment where legally required.

We may wait to issue the refund until we have received the returned goods or until you provide proof that you have sent them back.

Refunds will normally be made using the same payment method used for the original transaction, unless we agree otherwise. We do not charge a fee for the refund.

12. Business customers

If you purchase as a business customer, the consumer right of withdrawal does not apply.

Returns for business orders are only accepted if agreed by us in writing, or where the products are defective, damaged, incomplete, or do not match the agreed order.

Custom printed, made-to-order, or personalised business orders cannot be cancelled or returned once production has started, unless agreed otherwise in writing.

13. Legal guarantee

If you are a consumer, you benefit from the statutory legal guarantee for products that are defective or do not conform to the contract.

If you believe a product is defective or does not match what was agreed, contact us at johan@originalcupkeeper.com with your order number and a description of the issue.

This policy does not limit your statutory consumer rights.

14. Model withdrawal form

You may use the form below, but it is not mandatory. Any clear written statement is sufficient.

To:
Etcatera BV
Burgstraat 112, 9000 Ghent, Belgium
johan@originalcupkeeper.com

I hereby notify you that I withdraw from my contract for the purchase of the following goods:

Order number: [order number]
Ordered on: [date]
Received on: [date]
Customer name: [name]
Customer address: [address]
Email address used for the order: [email]

Date: [date]

15. Contact

For shipping, returns, damaged goods, or withdrawal requests, contact us at:

johan@originalcupkeeper.com
+32 472 98 56 37
https://originalcupkeeper.com/contact/