Terms and Conditions
1. How We Confirm Your Order
1.1 Online Orders
If you’ve placed an order via email, you can confirm it by making payment through the provided payment link in our order confirmation email. This forms a legally binding contract once payment is received.
You can reserve products via email or telephone. After our written confirmation, we’ll hold the reserved products for up to 5 working days. If you don’t place an order within this timeframe, we’ll release the reservation.
1.3 Unable to Accept Your Order
If we can’t accept your order, we’ll notify you in writing and won’t charge you. This could be due to product unavailability, unexpected resource limits, or inability to meet specified delivery deadlines.
1.4 Order Number
Upon accepting or confirming your order, we’ll assign an order number, which you should use when contacting us about your order.
2.1 Order Cancellation
For orders with [K-moment], there’s no general return or cancellation right, except as provided for private clients by law (section 6). Made to Order and Commissioned products can’t be canceled but may be amended as per clause 2.2
2.2 Changing Your Order
Contact us if you wish to modify your order. We’ll confirm if changes are possible, inform you of any price adjustments, and ask for your confirmation. If we can’t make the change or if it’s unacceptable to you, you may consider canceling the order.
2.3 Our Right to Make Changes
We may make changes to terms or products, notifying you before they take effect. You have the option to end the contract before changes become effective and receive a refund for unpaid products.
3.1 Delivery Costs
Delivery costs will be explained during email exchanges for orders. Various insured delivery options are available, with costs added to the total payment.
3.2 Estimated Delivery Date
During the order process, we’ll provide the estimated delivery date in writing.
3.3 Delays Outside Our Control
We’re not responsible for delays due to events outside our control. While we’ll make every effort to minimize delays, substantial delays may allow you to cancel the order for a full refund.
3.4 Delays for Bespoke and Made to Order Products
Reasonable delays may occur for Bespoke and Made to Order Products. If you choose to cancel due to delays, we reserve the right to charge for incurred expenses.
3.5 Deposit for Backordered Products
Any deposit for Backordered, Bespoke, or Made to Order Products will be applied against due amounts.
3.6 Collection by You
Collection from our warehouse may be arranged, but we’re not responsible for damages once the products are collected.
3.7 Non-Arrangement of Delivery
If you don’t arrange delivery or collect products after a failed attempt, we may charge for storage and further delivery costs, potentially leading to order cancellation.
3.8 When You Become Responsible
Once delivered, products become your responsibility.
4.1 Additional Charges for International Delivery
Products delivered outside the EU may incur additional charges due to local legislation or customs requirements. Recipients are responsible for these charges.
4.2 Payment for Additional Charges
For certain countries like the US and Canada, you may receive a request for payment of additional charges before delivery.
4.3 Export Packing and Customs Documentation
We can arrange export packing, customs documentation, and insurance for export orders, acting as your exporter. Additional charges for these services will be invoiced separately.
4.4 Customs Formalities and Further Information
If we handle customs formalities, we’ll request payment for charges and may need additional information. Failure to respond within 5 days may result in contract cancellation.
4.5 Return of Products
If you or the recipient wishes to return products, you must request a refund of customs duties directly from the relevant customs office, providing proof of return.
5.1 Legal Obligation for Quality
We’re legally obligated to supply products that conform to the contract, are fit for purpose, and of satisfactory quality.
5.2 Variations in Product Images
Product images are for illustrative purposes, and while efforts are made to display accurate colors, variations may occur. Handmade product dimensions are indicative.
5.3 Accuracy of Measurements
For Made to Order or Commissioned Products, you are responsible for ensuring accurate measurements.
5.4 Color and Other Variations
Reasonable variances may occur, and your acceptance is acknowledged.
5.5 Quality Guarantee
While we guarantee product quality for 12 months, certain products may react to climatic differences. Care instructions will be provided, but climatic impacts are subject to our position.
5.6 Reporting Problems
Questions or complaints about products should be directed to us, and we aim to respond within 2 working days.
5.7 Right to Return
You can return defective products, and we may examine and test them to determine responsibility. Refund or replacement will be offered for non-conforming or defective products.
5.8 Examination and Testing
We reserve the right to examine and test products claimed to be defective under clause 5.7.
5.9 Refund or Replacement
For non-conforming products, you’ll be offered a replacement or full refund, including initial delivery and return costs.
6.1 Cancellation Right for Private Clients
Private clients can cancel orders within 14 days of receiving the products, except for Made to Order or Commissioned Products.
6.2 How to Cancel
To cancel, inform us by a clear statement within the specified timeframe.
6.3 Product State During Cancellation
We may deduct an amount from the refund if product value loss is due to unnecessary handling.
6.4 Return of Products Under Canceled Orders
Products must be returned within 14 days after notifying us of cancellation, at your cost.
6.5 Refund Process
Upon complying with cancellation obligations, we’ll reimburse the price and delivery charge within 14 days of receiving the products.
6.6 Refund Inclusions
The refund includes the initial delivery cost, except for supplementary costs due to a different delivery method.
6.7 Returns Discretion
Returns not subject to legal rights under clauses 5 and 6 are at our discretion.