FAQ / Store Policy
// SEE BELOW FOR RIGHT OF WITHDRAWAL (EU-CUSTOMERS) //
DELIVERY
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [email protected] with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
ORDERS
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at [email protected].
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [email protected] within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
RETURNS
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let
us know by contacting us at [email protected]!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of
these apply, please contact us at [email protected] with photos of wrong/damaged items and we’ll sort that out for you. <3
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our
sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let
us know at [email protected] within a week after receiving your order. Include your
order number and photos of the mislabeled item, and we’ll send you a new one, or issue a
refund!
RETURN POLICY
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue with the products or anything else on the order, please contact us at [email protected] before returning any products.
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility.
We do not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods that were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
therefore our facility reserves the right to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
___________
FOR EU-CUSTOMERS: RIGHT OF WITHDRAWAL
WITHDRAWAL POLICY
RIGHT OF WITHDRAWAL
You have the right to withdraw from this contract within 14 days without stating any reasons. The withdrawal period is 14 days from the day on which you or any third party appointed by you, who is not the courier, has taken possession of the goods.
To exercise your right of withdrawal, you must inform us (Selin Glanz ART, Dreikönigenstr. 5, 50354 Hürth, Germany, [email protected], telephone: +49 (0) 176 99 277 922) by means of an unequivocal notice (e.g. a letter transmitted by post or email) of your intention to withdraw from this contract. You may use the notice of standard withdrawal form attached hereto, but this is not mandatory.
Timely submission of the notice of withdrawal before the end of the withdrawal period is sufficient for observing the withdrawal deadline.
CONSEQUENCES OF WITHDRAWAL
If you withdraw from this contract, we will promptly refund all payments that we have received from you, including delivery costs (with the exception of any additional costs incurred by your optional choice of another mode of delivery other than the least expensive standard delivery offered by us), at the latest 14 days from the date on which we receive your notice of withdrawal from this agreement. We will process the refund using the same payment method that you used for the original transaction, unless expressly agreed with you otherwise; we will not charge a fee for this refund under any circumstances. We may withhold the refund until the goods have been returned to us or until you have provided evidence that you have shipped the goods, whichever is the earlier.
You shall return or deliver the goods to us promptly and in any event no later than 14 days after the date on which you inform us that you are withdrawing from this agreement. This deadline is deemed to have been respected if you return the goods before the expiry of the 14-day period. You shall be responsible for the return shipping costs. You shall be liable only for any diminished value of the products if this loss of value results from your handling of the goods in a manner not necessary for testing the condition, characteristics and functioning of the goods.
There is no right of withdrawal for the following types of contracts:
- contracts for the supply of goods that have not been prefabricated and for the fabrication of which an individual selection or identification by the consumer is essential or that have been clearly tailored to the personal needs of the consumer.
Sample withdrawal form
(If you would like to withdraw from the contract, please fill out this form and return it to us.)
– To Selin Glanz Art, Dreikönigenstr. 5, 50354 Hürth, Germany, [email protected]
– I/we (*) herewith withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*)/provision of the following service (*)
– Ordered on (*)/received on (*)
– Name of the consumer(s)
– Address of the consumer(s)
– Signature of the consumer(s) (only for communications on paper)
– Date
(*) Delete as appropriate.