Terms & Conditions

Right of withdrawal

Within the EU and the Netherlands: as an online buyer you have a statutory right to withdraw from your purchase within 14 days of receiving the item, without giving a reason.

Outside the EU: we voluntarily offer a 7-day return window from receipt of the item. So we can handle it smoothly, please tell us in writing within 24 hours of receiving the item that you'd like to return it, and send it back within 7 days of receipt.

Refunds

In case of a return, the price of the item is refunded. The original shipping cost and the cost of returning the item are not refunded and are paid by the buyer.

Conditions for returns

• Return shipping costs are paid by the buyer in all cases.
• The item must be returned in its original condition and securely packed. If it doesn't come back in its original condition, the buyer is responsible for any loss in value.

Exchanges

We don't offer exchanges.

Excluded from returns and exchanges

Custom-made pieces, personalised products, and items bought in a sale.

Damage in transit

Ceramics are fragile. Every piece is packed with great care, but if something is damaged on the way to you:

• Check your order as soon as it arrives.
• Contact us immediately, and at the latest within 24 hours of delivery.
• Send photos of the damaged piece and of the complete packaging, including the shipping box and the shipping label.

Packaging & sustainability

Every ceramic piece is packed especially carefully and securely. To be kind to the environment, clean recycled packing material is reused wherever possible — so your order may well arrive in packaging that has been used before, but is clean and entirely sound.

Shipping

We ship with PostNL. There is no untracked delivery — every package carries a tracking number, and the checkout page shows you exactly which service applies before you pay:

Dispatch: in-stock orders ship within 1-2 weeks of your order. Made-to-order pieces state their own production time on the product page and at checkout — that applies instead.

• Sensory Stones always ship in their own small package using PostNL's Track & Trace service, without insurance.
• Everything else up to 2 kg can be sent Tracked (no insurance) or Insured (covered up to a shown amount) — you choose at checkout.
• Orders over 2 kg and up to 5 kg always ship Insured — there's no uninsured option at this weight.
• Orders over 5 kg need a shipping quote — contact us before ordering.

Countries we ship to

Checkout is currently open to the Netherlands, the rest of the EU, and the United States (see below). The United Kingdom is not currently supported at checkout — please contact us if you'd like to order from the UK.

Customs and import charges

United States: automatic checkout to the US isn't available yet — we want to offer genuine DDP (Delivered Duty Paid, duties and taxes genuinely prepaid through PostNL so there's nothing extra to pay on delivery) rather than an estimate, and that isn't set up on our side yet. Please contact us for a shipping quote if you're ordering from the US. Once available, any US import duty will be shown and charged at checkout — never guessed or invoiced after the fact.

All other countries outside the EU: buyers are responsible for any customs or import charges that may apply. We aren't responsible for delays caused by customs.

Payment

Payments are handled by Mollie, a licensed European payment provider. Depending on your country you can pay by iDEAL, credit or debit card, or Wero. Your card details are entered on Mollie's secure payment page and are never received or stored by this shop.

This seller is registered under the Dutch small business scheme (kleineondernemersregeling, KOR). No VAT/BTW is charged on orders, and receipts do not itemize a VAT amount.

Seller

NES Ceramics
Chamber of Commerce (KvK): 73741590
VAT (BTW): NL248859730B01

Questions about an order? Email hello@nesceramics.com, or use the contact page. See also our Privacy notice.