FAQ
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What are the options for payment?
In our webshop you can pay with Ideal, creditcard or Paypal.
What are the shipping costs?
Netherlands: free for orders above € 10, otherwise € 3,50.
EU: € 3,50 - € 9 depending on weight.
Rest of the world: please ask for shippin quote.
Please note that outside the EU countries, depending on the destination, customers may be subject to additional charges in order to receive their package. Such charges include Customs & Duty charges, VAT/local taxes, etc. The aforementioned fees are the sole responsibility of the customer/buyer
What happens if I do not collect my parcel?
For goods that are returned to us due to the customer has not collected the goods we charge € 20. This is to cover the double freight (to you and back) as well as for our picks and unpacking of goods.
How can I change or cancel an order?
As long as your order has not been dispatched, we will gladly change the shipping address after you have ordered. If you wish to cancel an order, send our friendly customer service team an email through info@labeloftheelements.com and let them see what can be arranged.
What kind of paper do you use?
Our city posters and postcards are printed on premium Biotop paper (300 gr), which is planet friendly (FSC, TCF) and has a natural off-white look. Our birth cards and name posters are printed on Tintoretto Gesso, an eco-friendly, textured paper with a luxurious look and feel.
Can I order different sizes than offered in the webshop?
In order to guarantee that all of our designs fit you and your home perfectly, we offer products in different sizes. But don't worry if your favourite doesn't come in the size you want: we're happy to find out if it's possible to change this for you. Just write to us at info@labeloftheelements.com and our customer service will see what can be arranged.
How long does it take before I get my goodies?
The delivery time of your order depends on the stock. Normally we can ship your order within 3 days. Customized designs are can take up to 5 working days before they are ready to ship since they are produced individually for you after you place your order.
How are the goods packaged?
Your order will be packaged with the greatest care, so that it reaches you safely. If your package arrives damaged, please contact our customer service team. Shipments containing several items will be packaged together if possible, as for environmental reasons we prefer to send no more packages than strictly needed.
Can I make a special deal for a bulk order?
Looking to give an office, hotel, restaurant or apartment a fresh new look? Or do you just have the urge to buy loads of our prints?
If you want to purchase over 10 posters (postcards excluded) then send an email to service@labeloftheelements.com. We'll get back to you within 24 hours and make you an individually-tailored offer.
How can I return a product if necessary?
Please check our returns page here
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Terms & Conditions of sale
1.1
These general terms and conditions (the “General Conditions”) apply when you as a consumer (the “Customer”) place an order via www.labeloftheelements.com and related pages, (the “Website”). The agreement is concluded between you and Label of the Elements. Detailed contact information and other information about Label of the Elements are set forth on the Website. The General Conditions are only applicable for Customers that are consumers.
1.2
Label of the Elements shall have no liability in case products are sold out, nor for image or typographical errors on the Website, e.g. errors in the product description or technical specification, inaccurate prices and price adjustments (such as changed prices from suppliers, change in currencies) or incorrect information with regards to whether a product is in stock. Label of the Elements is entitled to rectify any such errors and, at any time, to change or update the information. If an inaccurate price has been stated for a product ordered by the Customer, Label of the Elements will naturally notify the Customer accordingly and await the Customer’s approval of the amended price prior to Label of the Elements continuing with the order process. All images on the Website shall be considered solely as illustrations. Such illustrations do not guarantee to reproduce the exact appearance, colour, function or origin of the product. Label of the Elements is not responsible for any information by third parties provided for on the Website.
1.3
The Website and all its content is owned by Label of the Elements or its licensors. The information is protected by intellectual property and marketing legislation. This means that trademarks, company names, product names, images and graphics, design, layout and information about products, services and other content may not be copied or used without the prior written consent of Label of the Elements.
2. CONTRACTS AND ORDERS
2.1
In order to place an order through the Website, the Customer must accept the General Conditions. By accepting the General Conditions, the Customer undertakes to comply with the General Conditions in its entirety and acknowledges that he/she has read the information on personal data and cookies and consents to the use according to Label of the Elements’ Privacy Policy set forth here.
2.2
A purchase agreement is concluded when Label of the Elements has confirmed the Customer’s order. Label of the Elements encourages the Customer to save the order confirmation for any future contacts with Label of the Elements’ customer service regarding the order. The Customer is entitled to cancel its order up until it has been confirmed by Label of the Elements. If the order is cancelled, Label of the Elements will refund any payments the Customer or its pay- or credit card company has made with regard to the order.
3. CUSTOMER INFORMATION ETC.
3.1
When the Customer places an order, the Customer will be requested to provide some personal data. The Customer confirms that the information provided is correct and complete and is responsible for any errors in the information provided. Information about Label of the Elements’ processing of personal data is set forth in Label of the Elements’ Privacy Policy, which constitutes an integral part of these General Conditions.
4. PRICES, FEES AND PAYMENT
4.1
The prices stated on the Website apply to orders placed on the Website. All prices are presented in € and do not include payment- and shipping fees, which are given separately, unless stated otherwise. 21% VAT is included in the product price for the EU countries.
Outside the EU countries, depending on the destination, customers may be subject to additional charges in order to receive their package. Such charges include Customs & Duty charges, VAT/local taxes, etc. The aforementioned fees are the sole responsibility of the customer/buyer
4.2
The Customer can pay for its purchase in the manner specified on the Website. Label of the Elements is entitled to charge the Customer already in connection with the order. Label of the Elements reserves the right not to offer all payment methods at all times, alternatively change payment method if the payment method the Customer has selected does not work, for whichever reasons, at the time of fulfilment of the order. Please note that limitations of available payment methods are set forth on the Website.
5. SPECIAL OFFERS
Label of the Elements may from time to time provide special offers on the Website which may have more favourable conditions than those set forth in these General Conditions, e.g. with regard to payment or extended right of withdrawal. Such conditions will apply for the duration of the special offer and for the specific products set forth by Label of the Elements in connection therewith. Label of the Elements reserves the right, at any time, to withdraw such special offers. Upon termination or withdrawal of a special offer, these General Conditions shall apply without any amendments. Any offers on specific products on the Website are valid only for a limited period of time and until products are sold out.
6. DELIVERY AND SHIPPING
6.1
Products in stock are normally delivered within the number of working days set forth on the Website. Unless otherwise agreed (e.g. in connection with reservation of products not in stock), delivery will be made no later than 30 working days after Label of the Elements has confirmed the order in writing through the order confirmation.
6.2
The expected delivery time is set forth in the order confirmation and on the current product page on the Website. Unless otherwise expressly agreed and if a delivery is delayed for more than 30 working days and it is not due to you as Customer, you are entitled to cancel the purchase.
6.3
If any package shall be picked up at a specific delivery point, the Customer shall do so within the time specified in the notification. Packages shall normally be retrieved personally with valid identification and order number. The Customer will receive a notification of delivery stating when and where the package shall be picked-up or received. The notification may be made by e-mail, ordinary mail and if the Customer has provided a mobile number, also by phone or SMS.
7. RIGHT OF WITHDRAWAL
7.1
When purchasing products on the Website the Customer has a 14 day withdrawal period in accordance with applicable consumer protection legislation. This means that the Customer has the right to cancel any purchase by notifying Label of the Elements accordingly within 14 days from when the Customer or its representative received the product ordered (withdrawal period).
7.2
By accepting the General Conditions, the Customer acknowledges and agrees that the right of withdrawal is not valid for any digital content delivered otherwise than by a tangible medium.
7.3
In connection with ordering a product for which the right of withdrawal does not apply, the Customer will receive clear information. If a product has been sealed, the Customer may not break the seal if the Customer wishes to utilize its right of withdrawal. The right of withdrawal ceases accordingly when the Customer breaks the seal. A seal shall also include any technical seal (e.g. serial number).
7.4
If the Customer wishes to withdraw a purchase, the Customer shall, prior to the expiry of the withdrawal period, send a clear message to Label of the Elements in the manner set forth here. The Customer shall provide its name, address and other relevant information, e.g. order reference, invoice number and the name of the product in the message. If the Customer prefers not to use the above alternative message, the Customer may use the standard form for the right of withdrawal provided by the Stichting WebwinkelKeur (the Dutch webshop quality control foundation) or any other equivalent authority in their respective country.
7.5
If the Customer uses its right of withdrawal, the Customer shall pay for the return shipping costs and is responsible for the condition of the product after the Customer has received the product and during the return shipping. The product shall be returned within 14 days from the date when Label of the Elements was notified of the withdrawal. The product shall be sent well packaged, in good condition and in its original box and/or packaging. Any returns shall be sent to Label of the Elements in accordance with the methods and directions set forth on the Website which you can find here. Depending on the destination, customers may be subject to additional charges in order to receive their package. Such charges include Customs & Duty charges, VAT/local taxes, etc. The aforementioned fees are the sole responsibility of the customer/buyer, even in case of forced return, i.e. prior to the parcel being delivered to the customer. If you require more information on this, please promptly contact our customer support team.
7.6
When the Customer withdraws its purchase, Label of the Elements will refund the amount the Customer has paid for the product, including shipping costs. Any additional shipping costs due to the Customer choosing another delivery than the standard delivery offered by Label of the Elements are exempted from refund. Upon return of part of an order, the shipping costs will not be refunded. Label of the Elements is entitled to deduct an amount from the amount to be refunded, which corresponds to the depreciation in value of the product compared to the original value of the product, if and to the extent such depreciation in value is due to Customer having handled the product to a greater extent than necessary to determine its function or characteristics.
7.7
Label of the Elements will pay back the amount without undue delay, however, no later than within 14 days from the date Label of the Elements received the Customer notification of withdrawal. However, Label of the Elements may delay repayment until Label of the Elements has received the product or the Customer has provided proof that the product has been returned, e.g. by means of certificate of delivery. Repayment will be made to the Customer by the payment method chosen by the Customer, unless otherwise agreed or if there is any objection for such a repayment.
8. WARRANTY AND COMPLAINTS
8.1
Some of Label of the Elements’s products may be subject to warranties. Information about any warranty period and special conditions for warranties for each product respectively, is set forth on the Website or in these General Conditions. Warranties for products will only cover original manufacturing defects and accordingly not any fault arising upon or after any individual changes of the product’s function and appearance, e.g. rebuilding, upgrading or other configuration of the product. The Customer’s order confirmation constitutes the certificate of warranty.
8.2
The right to file a complaint apply to products which are defective according to applicable consumer protection legislation. Any Customer who wishes to assert their right to file a complaint for any product ordered shall contact Label of the Elements, as soon as possible after the defect was discovered, using the contact information set forth on the Website.
8.3
Label of the Elements will carry the cost for the return freight for any approved complaints.
8.4
Once a product, for which a complaint has been filed, is returned and the complaint approved, Label of the Elements will refund the Customer in compliance with applicable consumer protection legislation. Label of the Elements strives to do so within 30 days from receipt of the complaint by Label of the Elements, but it may be delayed depending on the nature of the product. Label of the Elements reserves the right to refuse any complaint if the product, in compliance with applicable consumer protection legislation, proves not to be defective. Upon complaints Label of the Elements complies with the guidelines provided by the Stichting WebwinkelKeur (the Dutch webshop quality control foundation) or the corresponding authorities in other countries.
9. LINKS
Label of the Elements may provide links to other websites beyond the control of Label of the Elements and websites beyond the control of Label of the Elements may provide links to the Website. Even if Label of the Elements attempts to ensure that Label of the Elements only provides links to websites which applies similar personal data- and security provisions pursuant to Label of the Elements’ Privacy Policy, Label of the Elements is not responsible for any protection or confidentiality of information or personal data which the Customer provides on other websites. The Customer should be cautious and read the personal data provisions applicable to the actual website.
10. FORCE MAJEURE
Label of the Elements is not liable for any delays caused by circumstances beyond Label of the Elements’ control, e.g. general labour dispute, acts of war, fire, lightning, terrorist attacks, changed governmental orders, technical problems, defects in power- /tele-/computer communications or other communication and defects or delays in the service by sub-suppliers due to circumstances set forth above. Such circumstances shall result in relief from damages and other measures. If any such situation should arise, Label of the Elements shall inform the Customer accordingly both at the beginning and the end of the period for the current situation. If the situation has lasted for more than two months, both the Customer and Label of the Elements are entitled to terminate the purchase with immediate effect.
11. CHANGES TO THE GENERAL CONDITIONS
Label of the Elements reserves the right to change these General Conditions at all times. Any changes to these General Conditions will be posted on the Website. Changes will become valid once the Customer has accepted the General Conditions (in connection with a new purchase or while browsing the Website), alternatively 30 days after Label of the Elements has informed the Customer of the changes. However, Label of the Elements recommends that the Customer regularly remains updated on the Website in order to become aware of any changes to the General Conditions.
12. SEVERABILITY
If any provision of this Agreement is held to be invalid or unenforceable by any competent court, authority or arbitral tribunal, the remainder of that provision and all other provisions will remain valid and enforceable to the fullest extent permitted by applicable law. Any provisions determined invalid or unenforceable will be substituted by relevant legal guidance and advice.
13. APPLICABLE LAW AND DISPUTE RESOLUTIONS
13.1
Any disputes shall primarily be settled by agreement after discussions with Label of the Elements’ customer services. In the event of any dispute, Label of the Elements complies with the decisions of the Stichting WebwinkelKeur (the Dutch webshop quality control foundation) and this foundation will mediate for free. If both parties cannot come up to a solution then the Customer has the possibility to let his complaint be handled by Stichting GeschilOnline. (GeschilOnline.nl Foundation). The ruling of this foundation is binding and both the consumer and Label of the Elements accept this binding ruling.
13.2
Any dispute regarding the interpretation or application of these General Conditions shall be governed by and construed in accordance with Dutch laws and shall be exclusively settled by the courts of The Netherlands.
These conditions were established by Label of the Elements on 2017-01-01
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Returns & Complaints
Returns due to non-faulty or faulty merchandise.
Return / Right to cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To exercise the right to cancel, you must inform us (Label of the Elements, info@labeloftheelements.com) of your decision to cancel this contract by a clear statement (e.g. a letter sent by e-mail). You may use the attached model cancellation form, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than –
(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Send the following information:
- Order number
- Customer name
- E-mail address registered on the purchase
- Specifications for the item(s) you want to return in case you ordered more items
Send returns to:
Label of the Elements
Nieuwe Vide
Minchelersweg 6
2031 EM Haarlem
The Netherlands
If you would like to file a complaint about a faulty item, please email the following information to info@labeloftheelements.com
- Order number
- Name of customer
- Email address used when placing the order
- Reason for filing the complaint
- Specifications for the faulty item(s) in case you ordered more items
Rest assured in no way do such incidences reflect the high standards we set for ourselves. And we promise to do our very best in putting a smile back on your face!
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