Terms & Conditions

Right of withdrawal

If you are an EU consumer, you are covered by EU/Dutch distance-selling rules, including a statutory right to withdraw from an online purchase within 14 days, without giving a reason.

The 14 days start on the day you receive the goods. You can also withdraw before the order has been delivered.

To withdraw, use the Withdraw/return link in our website footer, or email hello@nesceramics.com.

You do not have to give a reason. No reason / changed my mind is the default option in our return flow.

When you confirm withdrawal through the website, we record the date and time immediately and send you a confirmation email.

Returning goods after withdrawal

After you tell us that you are withdrawing, you have 14 days to send the goods back.

We send you the return address together with the return instructions once your withdrawal or return is registered.

For an ordinary change-of-mind withdrawal, the cost of returning the goods is paid by the buyer.

Please pack ceramics very carefully and use packaging suitable for fragile goods. We ask you to upload photographs of the item’s current condition and of the return packaging before you send it. These photographs help both you and NES CERAMICS document the condition before return transport.

You may inspect an item in the way reasonably necessary to establish its nature, characteristics and functioning. If you handle or use it more than is necessary for that purpose and this reduces its value, you are responsible for that reduction in value.

Original shipping packaging is useful for safe return transport but not required to exercise your right of withdrawal.

Refunds after withdrawal

If you withdraw from the entire order, we refund:

the amount paid for the goods covered by the withdrawal; and
the outbound delivery cost up to the price of the least expensive standard delivery method that was genuinely offered for that order.

If you expressly chose a more expensive delivery method, we do not refund the additional premium above the standard delivery method.

If you withdraw from only part of an order, the original outbound delivery charge is not refunded.

The cost of sending an ordinary withdrawal back to us is paid by you.

We wait until we have received the returned goods before refunding.

We refund using the same payment method you used to pay, unless you agree to another method that causes you no additional fees.

A reduction in value caused by handling beyond what is necessary to inspect the item is deducted from the refund.

Products excluded from the statutory right of withdrawal

The statutory withdrawal right does not apply to goods genuinely made to your individual specifications or clearly personalised for you — for example, a ceramic piece made to dimensions or a design you specified, or a piece with a personal inscription.

Exchanges

We do not offer exchanges. If you have a right of withdrawal, withdraw from the purchase and place a new order separately.

Arrived damaged / transport damage

Ceramics are fragile and every piece is packed with care.

If an item is already damaged when you receive it, please report this as soon as possible and within 24 hours after delivery.

Please keep all packaging until we have reviewed the case and upload clear photographs of:

the ceramic as a whole;
close-ups of the damage;
the inner packaging;
the ceramic as it was packed, where this can still be shown;
the complete outer shipping box;
any visible damage to the box; and
the shipping label.

These photographs help us investigate whether the damage occurred during delivery.

Reporting later doesn’t remove your rights, but it may make a claim harder to prove.

Damage after receipt and reduction in value

If the item was delivered intact but is damaged after you receive it, please tell us this in the return/problem flow and upload photographs of its current condition.

Where you are exercising a statutory right of withdrawal, damage or use caused by handling beyond what was necessary to inspect the item results in a reduction in value, assessed case by case based on the condition and available evidence.

A damaged or broken returned item is not automatically treated as transport damage and is not automatically entitled to a full refund.

Defective or wrong products

If an item appears defective, does not conform to the agreement, or you receive the wrong item, please report it through the return/problem flow or contact us and we will resolve it.

Voluntary returns outside the EU

For customers outside the EU, we voluntarily offer the following return policy for otherwise eligible items:

tell us in writing within 24 hours after receiving the item that you would like to return it; and
send it back within 7 days after receipt.

Return shipping is paid by the buyer. The cost of outbound shipping and customs/import charges is not refunded.

The item must be packed securely. Any reduction in value caused by damage, use or handling is deducted from the refund.

This voluntary policy does not limit mandatory rights that apply under the law governing your purchase.

Personalised goods and goods genuinely made to your individual specifications are excluded from this voluntary policy unless we agree otherwise in writing.

Packaging & sustainability

Every ceramic piece is packed carefully and securely. To reduce unnecessary waste, we reuse clean and sound packing material where suitable. Your order may therefore arrive in packaging that has been used before.

Shipping

We ship using PostNL services. The delivery methods available for your order depend on destination, parcel size, weight, value and the products ordered. The available methods and prices are shown at checkout before you pay.

There is no untracked delivery. Every parcel carries a tracking number. Depending on the order, the following service levels may be offered:

Sensory Stones always ship in their own small package with Track & Trace.
Everything else ships with Track & Trace at the rate shown at checkout, up to 10 kg within the Netherlands or 5 kg internationally.
Above that weight, we need to send you a shipping quote — please contact us before ordering.

Not every service is available for every order. If only one delivery method is genuinely offered for an order, that is the standard delivery method for that order.

Dispatch times

In-stock orders normally ship within 1–2 weeks after the order is placed.

Made-to-order pieces state their own production/dispatch time on the product page and at checkout. That stated time applies instead.

If an order contains products with different production times, the checkout or order confirmation states the applicable delivery arrangement.

Countries we ship to

Checkout is available only for the destinations currently shown by the website.

The United Kingdom is not currently supported through automatic checkout. Please contact us if you would like to order from the UK.

Automatic United States checkout is not currently available. Please contact us for a shipping quote.

Customs and import charges

For orders outside the EU where duties, import taxes, customs fees or similar charges are not explicitly included by NES CERAMICS as part of a DDP service, those charges are the buyer’s responsibility.

We are not responsible for delays caused by customs authorities.

Where NES CERAMICS offers DDP, the duties/taxes included in that service are shown before payment and are not guessed or added later as an unexpected NES CERAMICS charge.

Payment

Payments are handled by Mollie, a licensed European payment service provider.

Depending on your country and the methods enabled at checkout, you may be able to pay using iDEAL, credit or debit card, Wero, or another Mollie-supported method shown before payment.

Payment-card details are entered in Mollie’s secure payment environment and are not received or stored by NES CERAMICS.

NES CERAMICS participates in the Dutch small business scheme (kleineondernemersregeling, KOR). No VAT/BTW is charged to the customer on these orders and receipts do not itemise a VAT amount.

Gift cards

Gift cards are issued by NES CERAMICS and can be used on both nesceramics.com and nesceramics.shop. They are stored value you have already paid for — not a discount.

Validity. A gift card is valid for at least two years from its issue date. The exact expiry date is printed on the card, shown in the balance check, and never changes once the card has been issued.

Bearer card. A gift card is transferable: whoever holds the code can use it. Please treat the code like cash and keep it safe. Any personal message on the card is decoration only and does not restrict who may use it.

Using it. Enter the code at checkout. You can spend part of the value and keep the rest for later, and you can combine several gift cards in one order. Gift cards can also pay for shipping.

A gift card cannot be used to buy another gift card.
Gift-card purchases are excluded from discounts and promotions — a €100 gift card always costs €100.
Gift cards are not exchangeable for cash.

Refunds. If an order paid for with a gift card is refunded, the gift-card part goes back onto the same gift card, not to your bank. Anything you paid by card or iDEAL is refunded through that method.

Changed your mind. An unused gift card can be cancelled and refunded within 14 days of purchase, as long as none of its value has been spent. Once any part of a card has been used, this no longer applies.

Expired cards. After the printed expiry date a gift card can no longer be used. If yours has just expired, contact us — we can often help.

Lost or stolen. Contact us. If value remains, we can cancel the old code and issue a replacement carrying the remaining balance and the original expiry date.

Checking a balance. You can see the remaining balance, status and expiry date of any gift card at any time using the balance check on either site. A cancelled or replaced code stops working immediately.

Seller and contact

NES Ceramics
Pieter Wantelaan 30
2015 EB Haarlem
Netherlands
Chamber of Commerce (KvK): 73741590
VAT (BTW): NL002427971B09
Email: hello@nesceramics.com

We do not operate a customer service telephone line. Email and the contact page are the fastest ways to reach us, and we send the return address with the return instructions once a return is registered.

Questions about an order can be sent to hello@nesceramics.com or through the contact page.