Delivery, shipping, withdrawl

Shipping costs, Delivery and withdrawl

Calculation shipping costs for a normal box
Forwarding-charges are related to the weight, size, country and delivery method. When dragging products into your shopping cart the forwarding-charges will be displayed after selecting country and postal code (ZIP) and hitting the button Calculate. These costs include VAT and insurance against loss or damage up to 900 Euro. Rates shown apply to standard shipping sizes.  
Don't forget to select the applicable shipping rate before checking out.
 
The size of a normal box is 100 cm x 50 x 50 cm, max. 20 kilos. If the box exceeds this size you will not be able to calculate the correct shipping costs. Furniture can only be shipped on a pallet. Please contact us for an inquiry.

Protecting materials makes a box larger:  
Large or tall objects require extra protection which may increases the size of a normal box.  We may need to ship such products with a specialized shipping company.
Vulnarable products over 70 cm in height and mirrors can't be shipped as standard box. 
Furniture can only be shipped on a pallet.
To calculate the shipping costs manually, please contact us and provide us the destination address and postal code (zip-code). 

Mirrors:
Large mirrors can only be shipped on a pallet. Sometimes it is possible to ship a mirror frame in a box, when the customer agrees to receive it without glass. The maximum size of such a box is 100 cm. Please contact us to inquire if and how a particular mirror can be shipped.
 
International shipping 
We deliver to most countries. If the country of destination is not listed in the online calculation for shipping costs, please contact us. Import duties, local taxes etc. in the country of destination are not included. Any surcharges are the buyer's responsibility. Please check the customs regulations in your country to determine if additional duties or special regulations apply, prior to buying. 
 
VAT/sales tax deduction:
Prices shown in our webshop include 21% Dutch VAT. If the destination country is not part of the European Union, VAT will automatically be shifted when checking out. Dropping sales tax (VAT) only applies to direct and pre-payed online orders which are shipped out by us.   
 
Delivery time:
Products in stock will be shipped within 1 day.  Products which are not in stock (backorder) will be ordered at the manufacturer and will be shipped a.s.a.p.  Tom's Drags furniture usually has a delivery time of  4 to 10 weeks; smaller Toms Drags items may take up to 4-8 weeks. Please contact us to get a more accurate indication.
On PostNL Track&Trace you can check the estimated delivery time.  Local condtions like weather, holidays, customs procedures, strikes etc.) will influence the time of delivery.  

Tracking your package:
In general: tracking information is available 1 day after receiving the tracking code. Please keep in mind that updated tracking information is not guarranteed, especially for shippings outside the EU. 

Not at home at the time of delivery
If you are not at home during a delivery attempt, you usually receive a note or e-mail from the parcel service to give further instructions.  Please respond in a timely manner! If you do not collect the package within the given time period, it is possible they send it back to us. This procedere involves a lot of time and costs. With such a return shipment we only reimburse the price of the products; the shipping costs will not be refunded.

Conditions for Returns 

A) Visible damage of the package:
Never accept a severe damaged package if it is obvious the object inside could be broken.  Refuse the package at the door and don't sign for delivery. 

Reporting damage: when your purchase is damaged please follow the steps below:
1. Contact the shipping company in your country within 24 ours to let them register the damage. Ask for a case- or complaint- number as proof of registering. We need this for the Dutch shipping company.
2. Make at least 4 different (high-res) digital photo's from the damage product and 4 of the packing.
3. Send us the photo's and the proof of registration by e-mail within 2 days, including a description of the damage.  Do not return the package, unless we ask you to do so, but keep it at hand untill further notice. 
4. We will replace the broken object - taking in consideration sub A - when spotting any damage or impediments at the moment of delivery - do not accept the package at your door -  as soon as possible after receiving the above requested information. If we can't replace the object you will be refunded.

B) You do not like your purchase
When your purchase is shipped within the European Union you have the legal right to withdrawl your purchase, within 14 days after receiving in the original, undamaged product-packing (including inner packing, labels, certificates). If there is no exclusion for returning, send us an e-mail to inform us, prior to shipping the parcel and wait for our reply. 
Please fill out the DOWNLOADABLE "Withdrawl Form" so we can faster handle your returns.
Include this form into the package. Please keep the shipping-receipt of your post office. The responsibility and costs for returning the purchase is yours. We only compensate undamaged goods in the original, as undamaged as possible, packaging.

C) After we receive the returned product(s) in good condition, taking the Conditions for Return in consideration, we will refund your payment within 4 - 15 days. 

Exclusions on returning goods
Customized products are, because of their nature, excepted from the respite period. Also excepted are products we contacted you about, because they were out of stock and we had to order them at the manufacturer, such as furniture or other large objects.  

When any of the statements made above are unclear or if your questions are not answered by the FAQ, we can be contacted by e-mail: info@decovista.nl  

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