Returns & Exchanges
Returning your item
Not satisfied with your purchase? You may return your item within 14 days from the date of delivery. Please return the item in the same condition that you received it. It must also be in the original packaging and with the original hang tag.
How to return?
Please send an email to firstname.lastname@example.org informing us of the item you wish to return, the order number, your name and IBAN bank account number. Please also inform us with the reason for return so we can continue to improve our products and service.
You may return your product to our studio address:
Janette van Tol
Laan van Middenburg 14
2275 CC Voorburg
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Note: Do you live in the Netherlands nearby Voorburg? It is also possible to come to our studio address and hand over the return package (please first call to make an appointment). This will save you shipping costs.
Track & Trace
We recommend you to send your return using a trackable shipping service. We have no information on your return while it is on its way to us. The customer is responsible for the condition in which the package arrives at Janette van Tol. Lost packages will not be refunded.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Defect or wrong item?
Prior to shipping, ordered item(s) are carefully crafted and inspected. If we sent you the wrong item or your item displays a defect as a result of a manufacturing error or is damaged during shipping, please let us know within 14 days from receiving the item via email@example.com. We will refund the costs of returning the item(s) and send you the new and correct item(s) as soon as possible, if stock is available.
Late or missing refunds?
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Unfortunately we are unable to process exchanges for items purchased online and returned to our shop. You will have to send the item back to us for a refund to be processed, and place a new order for the alternate item.
As soon as an order is placed and paid for, it cannot be cancelled. The reason for this is that the orders will be processed immediately, to achieve the shortest possible delivery period. Of course articles can be returned, with the exception of custom made articles.