Shipping and returns
We keep no stock. Every order is printed, cut and packed by hand in the atelier in Zedelgem, so there are a few days of making before anything goes in a box. Picking your order up here costs nothing.
How long does shipping take?
We start on your order once it is in, and it leaves the atelier 2 to 4 working days after payment. Your carrier then needs 1 to 2 working days inside Belgium, and 3 to 6 to the rest of Europe.
What does shipping cost?
Belgium € 6, free from € 25. The rest of Europe € 8.95. Pickup in Zedelgem is free. The exact rate shows at checkout. We only ship within Europe for now.
Can I return a personalised product?
Only if we got it wrong. A magnet with your name on it, a plate cut to your size or anything printed from your own photo cannot be resold, so it can only go back when there is a manufacturing defect we can see. Everything else falls under the ordinary 14 day withdrawal right below, and there is more on this in personalised orders.
My order arrived damaged, what now?
Check the parcel when it arrives. If something is broken, or the parcel never turns up at all, mail us within 7 days with photos of the problem and we will find a solution together.
What happens after you order
Your payment lands, you get a confirmation by email, and the piece goes on the workbench. We print it, cut it and pack it, then hand the parcel to the carrier and send you the track and trace link. From there it is out of our hands and in theirs.
Where we ship
We ship within Europe, and not outside it for now. Deliveries go out with bpost, postnl and DPD: Belgium costs € 6 and is free from € 25, the rest of Europe is € 8.95, and the rate for your country is confirmed at checkout. Pickup at the atelier in Zedelgem is always free.
Returns and your right of withdrawal
You have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. Mail us that you want to use it and we will come back to you with instructions for the return shipment.
- Mail us that you are withdrawing from the purchase
- Wait for our instructions for the return shipment
- Send the product back in its original condition
- Once it arrives, we process your refund
Return postage is yours to pay, except when the mistake is on our side. Personalised and made-to-order pieces are the exception to all of this: they can only be returned in the case of a demonstrable manufacturing defect.
Warranty
We stand behind the quality of what we make. If an item turns out to be defective on arrival, contact us within 7 days of delivery and send photos of the problem. The warranty does not cover:
- incorrect use, or damage from dropping, moisture or heat
- modifications to the product
- normal ageing, or the natural movement of a material such as wood
Wood is alive. It reacts to temperature and humidity, and small differences in colour, grain or finish are part of the material rather than a fault.