1. How long does it take to ship my items?
We do not have a 24-hour delivery service. We always ship the items as soon as possible and try to ship within 3 working days. However we might ask a little more of your patience sometimes.
2. A product is sold out, can I still order it?
Yes, you can still order a product. In the order system, you can see the average delivery time per product. We always try to produce in a sustainable way and therefor we collect orders and start the production process. Your order might fit in the process well and a faster delivery might be possible. However, you can always email us to ask for the exact delivery times.
3. Can I send an order to a different address than the billing address?
Yes, in the ordering process you can choose a different delivery address. Your order will be delivered whithout invoice to this address.
4. I've placed an order, but received no confirmation email.
Please email us, specifying your order, and we will then determine whether the order it was received.
5. Can I return my articles to Studio Lotte Douwes if I'm not satisfied or dislike the product?
Yes, you can return your articles in it's original packaging only when they are unused and undamaged whithin 14 days, following the procedure:
5.1. Please email Studio Lotte Douwes whithin 14 days after shipment of your order. Write down your order number and the items you want to return. We will email you a confirmation of the items you want to return.
5.2. Wrap the unused, undamaged items in it's original packaging in a proper and sufficient postage packing* including a copy of the confirmation you received by email. For returning a Lamp, make sure you wrap the bubble foil around the fitting inside the lamp before wrapping the outside and put it in it's original box.
* The risk of loss or damages during transport is for the sender. The cost of returning the products are for you (the sender).
5.3. Unstamped packages will not be accepted by Studio Lotte Douwes
5.4. The price of the returned items will be refunded immediately and always within 30 working days.
5.5. Use the following address to ship your returned items to:
Studio Lotte Douwes
5617 BD Eindhoven
6. What should I do when Transport damage occured and/or my items arrived damaged?
For transport damage, please email Studio Lotte Douwes within 48 hours after delivery stating the obvious damage in the mail. When your item damaged at arrival, always contact us immediately, within 24 hours after delivery and enclose pictures of the damaged product. We will always response as fast as possible and take care of a solution.
7. Where can I find the general terms and conditions?
They are described below this list of FAQ.
8. I want to send my purchased item as a present. Is it possible to add a postcard or personal message?
Yes, we can wrap your present in nice packaging and enclose a personal message on a postcard. Let us know by email or in the note field before you make the payment.
(General Conditions governing the sale and delivery of products by designers to consumers and to professional counterparties acting in the conduct of a profession or business)
1 Applicability of these General Conditions
. 1.1 These conditions apply, to the exclusion of any other conditions, to all offers, agreements and deliveries regarding products created or offered by the Designer.
. 1.2 The following definitions are used in these General Conditions:
d. Consumer Purchase
e. Distant Purchase
2 Offers and agreements
the design agency that or the designer who sells products; the Designer’s counterparty; a Buyer not acting in the conduct of a profession or business; a purchase between a Designer and a Consumer; a Consumer Purchase whereby the agreement is concluded via the Internet or by telephone, fax or post.
. 2.1 An offer or quotation will be without commitment, unless it relates to a Consumer Purchase, and will be valid during the specified term or while stocks last.
. 2.2 Unless the Designer has expressly stated another manner of conclusion, agreements between the Designer and the Buyer will be concluded upon written confirmation by the Designer, including confirmation by e-mail. An automatically generated electronic order confirmation will not serve as such confirmation. The Designer reserves the right to refuse an order.
. 2.3 The Designer will have the right to make use of third parties in the performance of the agreement. Any and all rights and claims stipulated in these Conditions and in any further agreements for the benefit of the Designer will equally apply to any agents and other third parties engaged by the Designer.
3 Price adjustments
. 3.1 If the prices of raw materials or wages, import duties, taxes or other external costs increase after the conclusion of the agreement (whether or not due to currency fluctuations), the Designer will have the right to adjust the purchase price to that increase.
. 3.2 The Designer must inform the Buyer of such a circumstance as soon as possible, after which the Buyer will have the right to dissolve the agreement, unless it has been stipulated that the delivery will take place more than 3 (three) months after the purchase or the increase is due to a statutory price increase.
. 4.1 Specified delivery and other terms will not be of the essence, unless otherwise expressly agreed in writing. If a term is exceeded, the Buyer must therefore give the Designer written notice of default.
. 4.2 If the Designer requires information from the Buyer for the performance of the agreement, or if full or partial payment in advance has been stipulated, the delivery term will not commence until the Designer has received the correct and full information or the payment in advance.
. 4.3 Delivery to non-consumers will take place the moment the products have left the Designer’s storage space. Delivery to Consumers will take place at the address stated by the Buyer upon the conclusion of the agreement, including delivery at the post office or at neighbours/third parties specified by the Buyer on the grounds of absence. The risk in the products delivered will pass to the Buyer on the moment of delivery.
. 4.4 If the Buyer refuses to take delivery, the Designer may charge him the resulting costs. In that case the Designer will also have the right to dissolve the agreement, without prejudice to his right to claim full damages.
5 Retention of title
. 5.1 All products delivered will remain the Designer’s property until the Buyer has fulfilled all his obligations towards the Designer under the agreement.
. 5.2 If the Buyer is acting in the conduct of his profession or business (non-consumer), the following applies:
a. the Buyer may sell products that have remained the Designer’s property pursuant to this clause to third parties only in the context of the normal conduct of its business;
b. if the Buyer fails to fulfil its obligations under an agreement concluded with the Designer and the Designer has good reason to believe that the Buyer will fail to fulfil its obligations, the Designer will have the right to take back products delivered from the Buyer or from third parties that hold the products on behalf of the Buyer. In that case the Buyer must fully cooperate.
6 Dissolution and return of products
. 6.1 The Buyer may amend or cancel an order only with the Designer’s prior consent. If the Designer has already incurred costs or will incur costs as a result of the amendment or cancellation, the Designer may charge those cost to the Buyer.
. 6.2 In the event of Distance Purchase, the Buyer will have the right to dissolve the purchase in writing, without stating any reason, within seven working days of receipt of the product. If the purchase price has already been paid, it will we be repaid as soon as possible but no later than thirty days after the dissolution, unless the Designer has reason to believe that the products returned have already been opened or used, or have been damaged due to any act on the part of the Buyer.
. 6.3 Article 6.2 will not apply to the Distance Purchase of:
a. products whose price is subject to fluctuations on the financial market beyond the Designer’s control;
b. products that: 1) were produced in accordance with the Buyer’s specifications; 2) are clearly of a personal nature; 3) cannot be returned due to their nature; or 4) are subject to rapid spoilage or ageing.
c. audio and video recordings and software if the seal has been broken by the Buyer;
d. newspapers or magazines: or
e. services provided with the Consumer’s approval before the end of the period of seven working days.
. 6.4 Products delivered may be returned only with the Designer’s prior written consent, whereby the Designer will have the right to give instructions regarding the manner of shipment. The direct costs involved in the return shipment of the products in the context of this Article will be payable by the Buyer, unless otherwise expressly agreed in writing.
. 7.1 The Designer may at any time demand full or partial payment in advance or cash on delivery.
. 7.2 If products are delivered on account, the invoice amount must be paid within 14 days, without the Buyer being entitled to any discount or setoff.
. 7.3 If the Designer has not received (full) payment at the end of the payment period, the Buyer will be in default and will owe interest equal to the statutory interest rate that applies to consumer or business transactions, depending on the nature of the Buyer. All costs incurred by the Designer in connection with late payment, such as procedural costs and judicial and extrajudicial costs, including the costs of legal assistance, bailiffs and debt collection agencies, will be payable by the Buyer. The extrajudicial costs are set at a minimum of 10% of the invoice amount, subject to a minimum of € 150, excluding VAT.
8 Right of suspension and dissolution
8.1 In addition to the provisions regarding force majeure and the provisions of Article 6, the Designer
will have the right to suspend (in full or in part) the performance of its obligations under all agreements that exist between the parties or to dissolve those agreements in full or in part without any notice of default or judicial intervention being required:
a. if the Buyer is in default or the Designer has good reason to believe that the Buyer will not perform its obligations in full and/or in time;
b. in the event of liquidation, a suspension of payment, a petition for a suspension of payment, bankruptcy or debt rescheduling, or any other circumstance as a result of which the Buyer can no longer freely dispose of its capital; or
c. if circumstances occur as a result of which it is impossible to perform the agreement or the Designer cannot reasonably be required to continue the agreement in an unamended form.
8.2 In the cases referred to in paragraph 8.1 any obligations of the Buyer will furthermore fall due immediately and the Designer will not be required to pay any damages. The latter will not apply in the event of dissolution on the grounds of circumstances for which the Consumer cannot be blamed.
9 Guarantees and complaints
. 9.1 The products to be supplied by the Designer will meet the customer requirements and standards that can reasonably be set at the moment of delivery and for which they are intended in the event of normal use. If applicable, guarantee provisions of suppliers and third parties, such as producers and importers, will apply to the products supplied by the Designer.
. 9.2 In the event of use outside the Netherlands, the Buyer itself must verify whether the products are suitable for use there and whether they meet the conditions and the applicable statutory and other requirements.
. 9.3 The Buyer will be required to inspect the products delivered immediately after receipt. Any defects established must be reported to the Designer in writing, stating the reasons, within ten days or in the case of external defects immediately. In the case of Consumer Purchase, a two- month period applies after the establishment of any defects.
. 9.4 If it has been proven that a product is not in conformity with the agreement and the complaint was filed in a timely manner, the Designer may, at its option, replace the product in question, arrange for repairs, or refund the invoice price plus any shipping costs paid.
. 9.5 All data, designs and images regarding colours, materials, dimensions and finishing will be for information purposes only. Divergences will not be reason for rejection, discount, dissolution of the agreement or damages if such divergences are minor.
10 Intellectual property rights
. 10.1 The Buyer expressly acknowledges that all intellectual and/or industrial property rights in respect of the products, materials and information made available to the Buyer by the Designer, including samples, packaging, labels and designs (and their appearance), the composition and/or specifications of samples, products and semi-finished products, as well as technical and commercial know-how, models, moulds, designs and patterns, vest in the Designer, its supplier or other parties entitled.
. 10.2 If and insofar as the Designer manufactures products or packaging on the basis of express instructions given by the Buyer, such as specifications, designs, sketches, models or patterns provided by the Buyer, the Buyer warrants that no third-party rights will be infringed. The Buyer indemnifies the Designer against any third-party claims in this context and will reimburse all costs incurred by the Designer in connection with such claims.
11 Liability for damage
11.1 The Designer will not be liable for damage caused:
a. by incompetent use of the products delivered or use for a purpose other than that for which they are suitable by objective standards;
b. because the Designer used incorrect or incomplete data provided by or on behalf of the Buyer;
c. third parties engaged in a performance of the agreement at the Buyer’s request or with the Buyer’s consent;
d. materials or services provided by third parties at the Buyer’s request or with the Buyer’s consent; or
e. misunderstandings, damage, delays or the improper receipt of orders and notifications due to the use of the Internet or any other means of communication (whether or not electronic).
. 11.2 Only direct loss attributable to the Designer will qualify for compensation. Any and all liability for indirect loss, including but not limited to consequential loss, loss of profits, damaged or lost data or materials, and loss of proceeds is excluded. In the case of Consumer Purchase the scope of this provision will be limited to that permitted under Article 7:24(2) of the Dutch Civil Code.
. 11.3 Insofar as the Designer is liable for the reimbursement of loss, that loss will be limited to the invoice amount for the delivery or partial delivery in question, on the understanding that that amount will not exceed € 45,000 and will in any event be limited to the amount that the insurer pays the Designer in the case in question.
. 11.4 The Buyer indemnifies the Designer against any and all claims from third parties that incur losses in connection with the performance of the agreement and for the cause of which the Buyer is to blame.
. 11.5 The limitations recorded in Article 11.1 to 11.14 will not apply:
a. if the loss is due to intent or gross negligence on the part of the Designer or its executive or non-executive subordinates;
b. in the event of product liability towards a Consumer within the meaning of Book 6, Part 3, Chapter 3, of the Dutch Civil Code.
12 Force majeure
. 12.1 If the Designer is unable to perform the agreement due to an event of force majeure, it will have the right to suspend its obligations until the event of force majeure has ended. If that period lasts longer than two months, either of the parties will have the right to dissolve the agreement in respect of the products affected by the event of force majeure, without being required to compensate the loss incurred by the other party. In that case the Buyer will be required to pay for the products already delivered.
. 12.2 In these General Conditions, ‘force majeure’ means, among other things, in addition to the definition of that term in the law and in case law, all external causes beyond the Designer’s control, either foreseen or unforeseen, as a result of which the Designer is unable to fulfil its obligations.
13 Dutch law and competent court
. 13.1 This Agreement is governed by Dutch law, also if an obligation is performed abroad in full or in part or if the Buyer has its place of residence there. The applicability of the Vienna Sales Convention is excluded.
. 13.2 In the event of disputes, the court of the place where the Designer has its registered office will be the competent court, unless mandatory rules of law provide otherwise. The Designer will nevertheless have the right to submit the dispute to the court that has jurisdiction according to the law. In the case of Consumer Purchase, the court of the Buyer’s place of residence will be the competent court.
. 13.3 The parties will submit a dispute to the court only after they have made every effort to settle the dispute in consultation.
14 Other provisions
. 14.1 The Dutch text of these General Conditions will at all times be decisive in the interpretation of these General Conditions.
. 14.2 Amendments and/or additions to these General Conditions will be valid and applicable only if recorded in writing. If the Designer uses additional conditions or any provisions that conflict with these General Conditions, that will not affect the validity and applicability of other provisions of these General Conditions.
. 14.3 These General Terms and Conditions are a translation of the “Verkoopvoorwaarden Producten” of the Association of Dutch Designers (BNO). In the event of any difference between these two Terms and Conditions, the Dutch text will prevail.
(Download the Terms and Conditions as a PDF document.)