Shipping, Support and Returns

 

SHIPPING

All products are handmade with love, which takes time, so next-day delivery is not available. The average delivery time is 1-4 weeks, with the current crafting time around two weeks from when your order is placed. I will do my best to get your products to you as soon as possible and keep you informed about the progress of your order.

Orders will be shipped to the address provided by the purchaser, as long as it complies with the shipping restrictions on this website. Delivery begins once the customer completes the electronic ordering process and receives an electronic order confirmation from Emma Celine. Any delivery period specified by Emma Celine is indicative and does not entitle the customer to dissolution or compensation if not met, unless otherwise agreed upon in writing. Exceeding the specified delivery period does not entitle the customer to compensation or the right to terminate the contract, unless Emma Celine cannot deliver within 30 days or if otherwise agreed.

If the package of a delivered product is opened and damaged during shipment, you are responsible for filing any claims with the carrier/delivery person before accepting the product. Without this, Emma Celine cannot be held liable for any damage.

 

SHIPPING COSTS

Product prices listed on the website exclude shipping costs. These costs will be calculated based on the final destination of the package and will be added to the total price at checkout. Shipping rates will align with those of PostNL. At checkout, you can choose whether to insure your parcel, which is highly advisable for orders above 100 euros. All packages will be shipped with a Track & Trace code, which you will receive via email once the package has been handed over to the delivery company.
 
 

IMPORT DUTIES & TAXES

Any import duties, taxes, and customs charges to be paid in the recipient’s country are solely the responsibility of the recipient. These charges will not be refunded should you choose to return your order for a refund or exchange. Please contact your local customs office for further information regarding importing fees.



VAT EXEMPTION

The product prices on this website are exempt from VAT pursuant to Article 25 of the Turnover Tax Act.

 
 

 

RETURNS

Returns of products purchased at Emma Celine are only possible under the following conditions:

  • The exchange occurs within 14 days of receipt of your purchase, with the original invoice        presented.
  • The product is returned in its original packaging or with the original (price) tags still attached.
  • The product has not been used, is not missing any parts, and is in resealable condition.
  • Discounted items, custom-made items, or specially adapted articles for the customer cannot be exchanged. Custom orders, including all cat harnesses, collars, and cat scarves, are non-returnable as they are made specifically to your cat’s measurements.

Unfortunately, we cannot cover return shipping costs at this time. You are responsible for arranging and paying for your return postage. Refunds, returns, or exchanges cannot be issued for sale items.

 
 

HOW TO RETURN OR EXCHANGE A PRODUCT

As mentioned above, the return of custom made harnesses, collars and scarfs is not possible.
Please reach out to us through this Contact form if you are not satisfied with your order and we will come to a solution with you. 

If you would like to return an item which is not custom made, we will email you a returns form which should be printed and completed. Please package up the item with the returns form inside, and send it back to us at Emma Celine, Dibbetsstraat 10, The Hague, 2518 PS, The Netherlands. 


Once your return has been approved, we will process the refund directly to your payment card. When returning an item to us, we advise that you use an insured service with your carrier. We will not be responsible should the item be lost or damaged in transit. Please note that you will have to bear the direct costs of returning the product as well as the delivery cost of sending the new item. We recommend you to use a signed-for-delivery service with proof of postage.