Order Information

ORDER INFORMATION

SHIPPING, PAYMENT & RETURNS

1. Shipment

Our pieces are hand made and crafted in our atelier in Amsterdam, The Netherlands. Please take in consideration that the shipment date depends on the specific piece and our stock.

Depending on our stock there are kinds of orders:
In-Stock order: We will send your order out as soon as you placed and paid it.
Made by order: If out of stock, we will be making your item as soon as you placed your order and paid it. We allow up to two weeks for an order to be finished. If you need your order for a specific date please reach out to us to talk about the possibilities: sales@tessvanzalinge.com

1.1 Delivery within the Netherlands
Your order will be send by POST NL to the address you specified for a price of €6,- with a delivery time of 1-2 days. You will receive a confirmation with the tracking information. Please note we can't held responsible for any delays, damage or loss once the package has left our atelier and is transferred to our carrier.

1.2 Atelier pick up in Amsterdam, The Netherlands
You can choose to pick up your lovely order in our atelier located in the centre of Amsterdam.
Select the ''Atelier pick up'' option during checkout and please make an appointment through email sales@tessvanzalinge.com
Our address:
Mauritskade 24M, 1091 GC Amsterdam, Netherlands

1.3 Worldwide delivery
We ship our orders with FedEx, you can choose between FedEx International Priority and FedEx International Economy. See the estimated delivery times for specific destinations. This information is given by FedEx. The shipping costs will be calculated at checkout, which are based on the specified location. We do not charge any extra costs. Please note that we do not ship to P.O. boxes, APO/FPO/DPO addresses. You will receive a confirmation with the tracking information.
Please note we can't held responsible for any delays, damage or loss once the package has left our atelier and is transferred to our carrier. If you have any questions or problems with your shipment please reach out to us, we will personally help you: sales@tessvanzalinge.com

1.4 Delivery Options
All orders are shipped by POST NL and require a signature upon delivery at your door step. Please contact us if you prefer to get the delivery in your mailbox at sales@tessvanzalinge.com. Express orders are also possible; these require an additional fee of € 25. Please contact us at sales@tessvanzalinge.com and we will make sure you get your pieces in time!

1.5 Insurance

The delivery times as mentioned above are guidelines. Postponed payments, out of stocks or other unexpected circumstances are not taken into account in the estimates. All orders are traceable by tracking codes. The responsibility for shipment until signing at delivery lies with us. With the signature of the recipient Tess van Zalinge has fulfilled its duty of delivery.

1.6 Import duties
All shipments outside the EU may be subject to import duties and taxes, which are levied once a shipment reaches your country. Payment of these is necessary to release your order from customs on arrival. You will need to take responsibility for any import duties in your own country. We are unable to advise on the rates, as they vary according to country.


2. Payment

All our transactions go trough a secure server. We accept online card payments from PayPal and iDeal. Unless otherwise agreed, the amounts you owe us are to be paid within 14 days. In case of an agreement to provide a service, the time limit begins after the you have received the confirmation of the agreement. You have the duty report inaccuracies in data supplied or specified through payment immediately to us. In the event of a default payment, we, subjected to statutory limitations, have the right to charge reasonable costs applicable to the given situation. If you have any questions or difficulties with your payment please contact us at sales@tessvanzalinge.com and we will take a look together.


3. Returns

When you received your package you have 14 days to reconsider. We of course want you to be in love with your order. If you wish to return any items of your order, then we ask you to follow these steps:

1 - Send us an email to sales@tessvanzalinge with the subject „return order (your order number here)“ and a short description, why you wish to return the item

2 - You will receive a PDF with the return form, a confirmation and our return address label. Please note that original shipping charges are non-refundable.

3 - Print the PDF and fill in the return form and place it in the original package with the item(s) you wish to return. Place the return label on the outside of the original package. Please not that we can't held responsible for any needed documents for customs.

4 - Drop off at your nearest postal location. Please note that the international returns are non-refundable and must be paid at the local postal location and is your responsibility till it reaches our location. Please take in consideration that the package needs to be in our warehouse within the accepted time-frame.

In this way we know that your return is coming and your refund will be processed quicker.

Your return needs to be registered with us within these 14 days and your return package needs to be accepted by us in The Netherlands within four weeks. Please take in consideration how much time it will take for the package to be returned to us. Check your local post office of a carrier for delivery time frames. It's your responsibility till it reaches us.
We can’t be held responsible for any delays, missing items or damage. For international returns please note that we are not responsible for the extra cost from customs. Returns will only be accepted if they are send in original packaging and in the same condition including the price tags attached to the items. For hygienic purposes, keep your own underwear on when trying any of our knickers. Please be aware of the fact that some make-up (e.g. lipstick, foundation), deadrant or body lotion might cause stains to the fabric when trying on the items. Don't use any other packaging to return the item(s). Please note that original shipping charges are non-refundable. If you have any questions about our return policy, please send us an email: sales@tessvanzalinge.com

3.1 Refunds
Refunds will be processed within approximately 7 to 10 business days after we receive your return. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email. Original shipping charges are non-refundable.

3.2 Exchanges
For our collections a return policy of 14 days (2 weeks of receipt) applies. When received in its original condition we give you a full refund.
For all tailored items we do not accept returns as the pieces are handmade to your sizes. If you follow our measurement steps the lingerie should fit you perfectly. However if, against all odds, the set is not as described or does not fit as expected please contact us as soon as possible at sales@tessvanzalinge.com. Send the set back within 4 weeks and we will provide you with adjustments free of charge. Please return all items in original condition and send it back to:

Tess van Zalinge
Mauritskade 24M
1091 GC Amsterdam
The Netherlands

If you have any questions regarding our return policy, please e-mail us at sales@tessvanzalinge.com
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