Shipping & Delivery
Last updated: 11th May 2026
This Shipping Policy applies to all orders placed through jetpilot.eu and forms part of our Terms & Conditions. Please read it together with our Returns & Refunds Policy.
Where we ship
We ship to addresses in the European Union and the United Kingdom. We do not currently ship to destinations outside the EU and UK. If your delivery address is outside this region, you will not be able to complete checkout.
We deliver to residential and business addresses. We do not ship to PO Boxes, packing stations, or freight forwarders.
Shipping rates
| Order subtotal | Shipping fee |
|---|---|
| Under €200 | €14.99 flat rate |
| €200 and over | Free |
- Rates apply to all EU member states and the United Kingdom.
- The subtotal that qualifies for free shipping is the product total before any taxes or duties, and after any discount codes have been applied.
- Shipping fees are shown at checkout before you confirm payment.
Order processing
- Orders are processed Monday to Friday, excluding public holidays in Germany.
- We aim to dispatch orders within 2 business days of receiving payment.
- Orders placed on weekends or public holidays are processed on the next business day.
- Once your order has been dispatched, you will receive a confirmation email with tracking details.
Estimated delivery times
Delivery times are estimated from the date of dispatch, not the date the order was placed.
| Destination | Estimated delivery |
|---|---|
| Germany | 2–5 business days |
| Austria, Belgium, Netherlands, Luxembourg, France, Denmark, Czech Republic, Poland | 3–7 business days |
| Other EU member states | 5–10 business days |
| United Kingdom | 5–10 business days (subject to customs clearance) |
Delivery times are estimates only and not guaranteed. Local public holidays, weather, carrier capacity, and customs processing may extend these timeframes.
Tracking your order
You will receive a tracking number by email as soon as your order leaves our warehouse. Tracking information typically becomes active within 24 hours of dispatch.
If you have not received a dispatch email within 3 business days of placing your order, please contact us at customerservice@jpihq.com.
United Kingdom orders — customs, VAT and duties
Following the United Kingdom's withdrawal from the European Union, shipments to UK addresses are treated as imports.
- The price displayed at checkout for UK orders Includes UK VAT - However note that customs duties may be due on delivery at additional cost (your responsibility).
- If duties or taxes are payable on delivery, the carrier will contact you to arrange payment before final delivery.
- If you refuse to pay applicable duties and the shipment is returned to us, we will refund the cost of the goods less any return shipping fees charged to us by the carrier.
Incorrect addresses
It is the customer's responsibility to provide a correct and complete delivery address at checkout. We are unable to redirect orders once they have been dispatched.
If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange redelivery. A re-dispatch fee of €14.99 will apply.
Failed delivery and unclaimed parcels
If a parcel cannot be delivered after the carrier's standard delivery attempts and is not collected from the local depot or pickup point within the carrier's holding period, it will be returned to us as undeliverable.
- For unclaimed parcels returned to us, we will refund the cost of the goods less the original shipping cost (€14.99 per order, even if the order qualified for free shipping).
- Re-dispatch is available on request at the standard shipping rate.
Lost, delayed and damaged parcels
Delayed parcels. If your tracking has not updated for more than 7 business days, contact us at customerservice@jpihq.com with your order number and we will open an enquiry with the carrier.
Lost parcels. A parcel is considered lost once the carrier has formally confirmed loss, which typically takes 10–20 business days after the enquiry is opened. Once loss is confirmed, we will either resend your order or issue a full refund, at your choice.
Damaged parcels. If your parcel arrives visibly damaged, please:
- Photograph the outer packaging before opening it.
- If possible, refuse delivery or note the damage with the carrier at the point of handover.
- Contact us within 48 hours of delivery at customerservice@jpihq.com with photos of the packaging and any damaged items, plus your order number.
Claims for damaged goods made more than 7 calendar days after delivery cannot be processed against the carrier and may be declined.
Pre-orders and backorders
Pre-order and backorder items are dispatched once stock arrives at our warehouse. The expected dispatch window is shown on the product page.
If your order contains both in-stock and pre-order items, the entire order is held and dispatched together once all items are available, unless you contact us to request a split shipment. A split shipment may incur an additional shipping fee.
Returns
For information on returns, exchanges and refunds, see our Returns & Refunds Policy. Our standard returns window is 14 days from the date of delivery.
This Shipping Policy does not affect your statutory rights as a consumer under EU and UK consumer law, including your right of withdrawal under the EU Consumer Rights Directive (2011/83/EU).
Contact
For all shipping enquiries:
Jetpilot Australia Pty Ltd (Trading as Jetpilot Europe) Email: customerservice@jpihq.com
+61 7 5665 8333
Note: Customer Service operates on Australian Eastern Standard Time (AEST) 8am to 4pm Monday to Friday.
Changes to this policy
We may update this Shipping Policy from time to time. The "Last updated" date at the top of this page shows when the most recent changes were made. Orders are governed by the version of this policy in effect at the time the order was placed.