SHIPPING - OBJECTS

Nicolene van der Walt’s design objects are packaged with care and can be shipped by DHL (GoGreen) with a tracking number to customers in most European countries. Orders placed through the online store are processed and dispatched within 5 working days, subjected to payment, address verification, and availability of items. Once the package is dispatched, the customer should receive their order within 2 – 10 working days, depending on the shipping address.

In order to standardise the costs for all orders, shipping is charged at a flat rate in Europe. Shipping in Germany will be subject to a 5€ shipping fee. Shipments to all other EU countries will be subject to a 10€ shipping fee. Shipments to Switzerland, Liechtenstein, Norway, Iceland, Greenland, Monaco, Andorra, San Marino, the Faroe Islands, and the UK are 15€. Unfortunately, shipments to the rest of the world are not automatically possible through the online store at the moment. To enquire about shipping outside of Europe, please send an email to info@nicolenevanderwalt.com.

In the case of deliveries to non-EU countries, additional import-related costs may apply into the destination country in the form of customs, VAT, duty taxes or service charges. These additional costs vary according to the local laws and regulations of the destination country, as well as the shipment’s weight and value. The customer or package recipient will be liable for these additional costs.

Nicolene van der Walt will not be held liable for any orders where the delivery address has been supplied incorrectly by the customer.

SHIPPING - FURNITURE

Please note that shipping times and costs may differ greatly between furniture pieces as they depend on various factors, including custom features, furniture dimensions and destination location. Aforementioned terms for import taxes and customs regulations apply. Customers will receive individual quotes before their order is finalised.

INSURANCE

All packages sent by DHL are covered by transport insurance. Upon delivery, please inspect the outside condition of the parcel and, if possible, also open the package before signing for the delivery. In the event that the packaging looks damaged from the outside, please inspect the contents to assure that the product is in perfect condition. If the products are damaged, please make sure that this is noted in the delivery documents and contact us immediately via info@nicolenevanderwalt.com with the subject line “Damaged goods delivered”. A response will be received in 3 - 4 working days.

MAKER’S REQUEST - A NOTE ABOUT CONSCIOUS CONSUMPTION

All the pieces available on www.nicolenevanderwalt.com are made by hand in Nicolene van der Walt’s small workshop in Berlin-Neukölln. To learn more about the different wood types and finishes, please visit our Materials section. To inquire about the size, finish or feel of any given product, please get in touch with us via email at info@nicolenevanderwalt.com and request assistance before placing an order. Likewise, please refrain from placing bulk orders simply to compare pieces as this practice is neither financially sustainable for our small business, nor ecologically sustainable for our precious planet.

EXCHANGING FAULTY PRODUCTS

Product(s) can be exchanged within 14 days if they are deemed faulty or damaged upon arrival. Products are deemed faulty if they show signs of being improperly manufactured or are damaged upon opening the box at point of delivery. Proof of these cases must be provided with photographs. Products deemed faulty are eligible for exchange of the exact product in the same material and finish that was originally ordered.

Upon receiving a faulty product(s), please send a photograph and description of the faulty product(s) via email to info@nicolenevanderwalt.com. After we inspect the photograph of the faulty product(s), the customer will be notified via email about whether the exchange request has been granted or denied. In the event that the exchange request is granted, Nicolene van der Walt will cover the costs and arrange the return of the faulty product(s) with DHL (GoGreen).

RETURNING PRODUCTS

Within the scope of the right of withdrawal, the customer can return ready-made product(s) to Nicolene van der Walt within 14 calendar days after receipt of delivery – please note that the shipping costs for returning an item that is not faulty must be carried by the customer. Custom-made products, on the other hand, are classified as ‘commissioned works’ and therefore cannot be returned unless they are faulty or damaged upon delivery. 

To be eligible for a return, the product(s) must be unused and in the same condition as upon delivery. The original packaging, including all the original tags, must be included. After 14 days, the product(s) are no longer eligible to be returned. Only regular priced items can be refunded – products which were discounted in the shop are not eligible for returns.

To return items, please send an email to info@nicolenevanderwalt.com to let us know that the products are being returned. Please include the original order number and specify which product(s) are being returned. Once the request for return is granted, the customer will receive a shipping address for the return. The following instructions must be followed to prepare the package for the return: 

  1. Pack the product(s) back in the original packaging while using the original and sufficient protection material to repackage the product(s). The product(s) should be fully wrapped in the protection material.

  2. Wrap the package in the provided wrapping paper or other suitable material to make sure that the original packaging does not get damaged in the shipping process.

The customer is responsible for all shipping costs regarding the return of the product(s) and these shipping costs are non-refundable. We strongly advise to only make use of trackable shipping services which also include shipping insurance (we recommend DHL) as Nicolene van der Walt is not liable for lost or damaged returns. The customer returning the product(s) is responsible and liable for all issues regarding the return of the products.

REFUNDS

To process refunds, we require photographic documentation of the product(s) before they are shipped back to us. In the event that product(s) are damaged on their way back to us, we cannot provide a refund. Thus, as mentioned in the RETURNS section, additional insurance is advised. 

Once the returned product(s) is received and inspected, the customer will receive a confirmation email. The customer will also be notified of the refund approval or rejection. If the refund is approved, a credit will automatically be applied to the original method of payment, minus the initial shipping costs. Please understand that, because we are a small business with limited capacity, this process may take several working days. If the refund is rejected the customer will be responsible for getting the product(s) back.