Shipping and returns
What are the shipping costs ?
The costs depend on the weight and size of the product , we use the rates of PostNL.
When do I receive my order?
With every order that is sent you will receive an email with a link to the track & trace code so that you can track your shipment.
Can I keep an eye on the status of my order?
You can keep an eye on the status of your order by logging into frieartstudio.com and going to "my account". There you will find an overview of all your orders and its status. You must have registered for the order and have not paid as a guest.
Return / right of withdrawal.
You have the right to cancel your order up to 14 (calendar) days after receipt without giving any reason. You will then be credited the full order amount including shipping costs within 14 days, provided you return the items in good condition. Only the costs for returning from your home to Frie Art Studio are for your own account. If you make use of your right of withdrawal, the product must be returned to Frie Art Studio with all accessories supplied and – if reasonably possible – in the original condition and packaging within 14 days after registration of the return. To exercise this right, please contact us at info@frieartstudio.com. We will then refund the order amount due within 14 days of receipt of your returned item. It is advisable to check the item for any damage or errors before use. If something is not correct or if you notice damage, please contact us within 2 weeks of receipt (see below for more information). If you are not satisfied with the painting, you can return it within 14 days of registering your return.
Frie Art Studio does have rules for returns.
If you want to return the order, this is only possible if:
– registered within 14 days of receipt to return to Frie Art Studio
– after this notification you still have 14 days to return the product to Frie Art Studio
– The product is returned in its original condition (as far as possible), and preferably in the original packaging.
In the event of damage, the damage will be recovered from the customer as reasonably possible. We therefore advise you to keep the supplied accessories at all times.
Some products are excluded from return:
– Paintings specially made according to the instructions of the consumer (commissions) cannot be returned. This should not be a problem in itself, because we only ship after you have approved the painting and given permission to ship the painting.
– For more information, please refer to our terms and conditions.
The following is important for a quick and proper processing of the returned product:
– Always include the packing slip with your return shipment.
Do I automatically get my money back when I return my item?
If you have already paid for the order, the paid amount will be refunded. The purchase amount will normally be refunded to your account within 5 working days, but no later than 14 days. If you have not yet paid, the payment obligation will lapse.
My order arrived damaged.
What should I do now? If you can already see damage on the outside of the package, ask the delivery person to report this immediately. If it turns out that the product is actually damaged, you can inform us by sending an e-mail to info@frieartstudio.com. We will then respond within 2 working days how we are going to solve this.
After opening the package, did I discover a problem with my order? What happens now?
If a product is damaged immediately upon arrival, you must send an e-mail to info@frieartstudio.com. We will let you know within 2 working days how the problem will be solved.
Do I have a warranty on purchased products?
The legal guarantee applies to all items that you buy from us. This means that an item must be in good condition and function properly under normal use. If you receive an item where this is not the case, we will gladly provide you with a suitable solution as soon as possible. Depending on the item, we do this through replacement, repair or refund. No claim can be made under the warranty if:
– In case of damage caused by intent or negligence
– In case of improper use or negligent maintenance
– With normal wear
– Damage to products due to misuse (e.g. water or fall damage) are not covered by the warranty.
How can I return a product?
It can of course happen that your order shows a problem on arrival or after a short period of time. If this problem occurs upon receipt or within the warranty period, we will of course solve the problem as soon as possible! If you want to return a product, we request that you always contact Frie Art Studio first. We can help you solve the problem quickly. You can reach us in the following ways:
Email: info@frieartstudio.com
Phone: 0031 (0)6 52072991
Important!
After contacting Frie Art Studio, you will receive instructions where to send the package and how best to send the package. Follow these directions to avoid misunderstandings. Unfortunately, Frie Art Studio cannot accept COD shipments and these shipments are automatically refused.
Do you have another complaint?
Please contact our customer service. You must do this by email, stating your name and order number (if available). You can send this email to info@frieartstudio.com. You will receive a message from us within 2 working days. We recommend that you first make complaints known to us by emailing info@frieartstudio.com. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur. From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the European Union platform.
