Esteemed customer,
All shipments require a lot from Mother Nature and I would like to be involved in this as well. Therefore, I ask that you take responsibility for all orders in every way possible. Please check the address before placing the order. I also hope that you will not use your home as a fitting room by ordering many different items and then returning them. If you have any questions about the sizes, or other issues, I will be happy to answer them so that you can make an informed choice in advance.
Return:
Please contact me at support@nataschavanes.com. The costs for these returns are for yourself. I recommend always sending with a track & trace code. If unexpectedly a package turns out to be missing, you do not run any risk. Upon receipt of the returned item you will receive confirmation via email and within 14 days the money will be refunded. Return address: Fingerprint Art Natascha van Es, Hof van Gent 19, 7007 JS, Doetinchem, NL.
Claim:
If there is a problem with the products or if you notice something different in your order, please contact us via support@nataschavanes.com. It is important that you mention your order number, give a clear description of the complaint and if possible send photos. We will then contact you as soon as possible.
Claims for incorrectly printed / damaged / defective items must be made within 2 weeks after receipt of the product. For packages lost in transit, all claims must be made immediately upon discovery and at the latest within 2 weeks of the estimated delivery date. Approved claims will, of course, be handled neatly at my expense.
If you have given permission for a delivery service to leave a parcel behind when you are not at the door or in the garden and it turns out that the parcel is not there, you unfortunately have no right to claim the missing parcel. This is because permission was given to leave it unattended and it can be taken away by third parties afterwards if necessary.
Wrong address/unclaimed: If you provide an address that is deemed inadequate by the courier, or if the shipment is unclaimed, your package will be returned to me. You will be liable for the cost of reshipping once we have confirmed an updated address with you (if and when applicable).
I will not accept returns of customised or sealed goods, such as face masks, which are not suitable for return for health or hygiene reasons. You hereby agree that returned orders containing face masks cannot be reshipped and will be discarded. Clothing that has clearly been worn and is not returned in new condition, for which I reserve the right to refuse a refund.
If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur at https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. From 15 February 2016, it will also be possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere then you are free to file your complaint via the platform of the European Union.
Notice to EU consumers According to Article 16(c) and (e) of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal cannot be provided for: 1. the supply of goods made to the consumer's specifications or which are clearly personalised; 2. sealed goods which have been unsealed after delivery and are therefore not suitable for return due to health protection or hygiene reasons or not received in new condition. I therefore reserve the right to refuse returns at my own discretion. Of course, this will be discussed properly.