Shipping policy
Our pieces are produced on made-to-order basis to avoid unnecessary production and excessive stock. Once a piece is ordered, it is produced especially for you. The production time for all pieces is stated underneath the product info. In general, Phéline needs 2-4 weeks to make your order. In case of delay, the customer will get notified. In case of delay of more than 3 weeks, the costumer has the right to cancel the order and demand refunds.
For tailored pieces, delivery times will be discussed with the client.
We offer worldwide shipping. Within Belgium packages are sent with Bpost, home delivery costs €8 and usually takes 2-3 business days to arrive. Shipping costs for most other countries are €17 and takes around 5 days to 2 weeks to arrive (delivery times differ per country). All packages are sent with tracking code. You will receive your tracking code via email.
For international shipping, import taxes specific to your country might have to be paid upon reception. All import taxes are borne by the buyer.
From the moment a package leaves our facilities we are no longer liable. Phéline Penen cannot be held responsible for any damage to the package or loss of the package during the shipment. We are also not liable for incorrect shipping addresses. It is up to you to verify if your shipping address is correct when completing your purchase. If you notice a mistake in your shipping address, send an email to pheline.penengmail.com with the correct one in it. If the package is not sent yet we can still change it.
Return & Refund policy
Our pieces are made to your preferred size and material. Due to this made-to-order approach, all sales are final. This means no refunds are possible, but all non-tailored pieces can be interchanged, within 14 working days as of their delivery. In case any damage was caused to the item by the client or otherwise, the item cannot be interchanged but we can discuss the repair.
In the event your piece is damaged, please email pheline.penen@gmail.com with a detailed description of your problem and pictures so we can discuss solutions.
If a purchased item wasn’t correctly delivered – either not the right item or the wrong size – the customer can return the item at no cost for restoration. No additional costs will be charged.
Phélne Penen applies – regarding the delivery of the product – the legal minimum warranty period of two years in case the goods are not conform with the
order placed. This means that faults or defects (if it appears that this was a hidden defect or if the defect was already present before the delivery) to the product
until two years after the delivery will be repaired free of charge if possible.
However, Phéline Penen will not be held to warranty in following cases:
• Inappropriate or unjustified use of the product.
• Modification and reparation of the product without consent of Phéline Penen.
• If the – even partial – defects have been caused intentionally, or by serious negligence, improper care, or lack of maintenance.