SHIPPING & RETURNS
SHIPPING POLICY
Shipping costs
For all orders within Belgium we charge €6.00 shipping costs.
Shipping costs to the Netherlands are €10.00.
We ship all our products within Belgium via Bpost as a package, which includes a standard track & trace code. Packages to the Netherlands are sent with PostNL.
Transport costs are always at the customer's expense, unless the parties have agreed otherwise.
Dispatch
Delivery of products ordered online will take place at the address specified by the customer.
The delivery times stated by Studio Negen are indicative and do not entitle the customer to cancellation or compensation if they are exceeded, unless the parties have expressly agreed otherwise in writing.
The delivery time commences after the quotation signed for approval by the customer has been delivered to Studio Negen or when an order has been received via the webshop.
Received
If the packaging of a delivered product is opened or damaged, the customer must have a note made of this by the carrier or delivery person before receiving the product, failing which Studio Negen cannot be held liable for any damage.
If the customer arranges for the transport of a product himself, he must report any visible damage to products or packaging to Studio Negen prior to transport, failing which Studio Negen cannot be held liable for any damage.
RETURN & EXCHANGE POLICY
Returns or exchanges
You have the right to cancel/return your order up to 14 days after receiving your order without giving any reason.
You will then receive a full refund (excluding shipping costs paid) within 30 days of receiving the return shipment.
Please inform us by email if you wish to return or cancel a product. Costs for returning from your home to us are at your own expense. Return shipments are at the buyer's risk. This means that we are not liable for damage or loss of returned items. Therefore, always ask for a track & trace code at the post office and keep it safe. We do not accept damaged packages.
Exceptions to returns
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Products damaged by you.
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Products created by Studio Negen according to customer specifications, such as designs made specifically at the customer's request.
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Products that are clearly personal in nature, e.g. with names/photos incorporated into them.
Complaints
The customer must examine a product delivered or service provided by Studio Negen as soon as possible for any shortcomings. If a delivered product or service does not meet what the customer could reasonably expect from the agreement, the customer must inform Studio Negen of this as soon as possible, but in any case within 14 days after discovering the shortcomings.
Consumers must inform Studio Negen of any deficiencies within 14 days of discovering them.
The customer must provide as detailed a description as possible of the shortcoming, so that Studio Negen is able to respond adequately.
The customer must demonstrate that the complaint relates to an agreement between the parties.