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Important customer information

 

Ordering and payment information

 

Safe online shopping
Our online payment services are safe and secure and all products can be ordered and purchased by clicking on the 'add to cart' button on each page of this website, which takes you through to the shopping cart.  As you continue shopping you can click on 'view cart' to see exactly what you have in your cart before proceeding to the checkout.

All card payments are made through our secure payment system, Moneybookers and Pay Pal and all card details are strictly confidential. Payment is by credit and debit card through Moneybookers and Pay Pal, our secure payment administrator.

Shipping 3 times a week
We operate a mail order only system for online. We do not have 'pick up' facilities for customers. We despatch orders to the Netherlands and worldwide destinations two times a week, currently Mondays and Fridays.

 

Shipping/postage costs
The shopping cart works out shipping/postal costs for each order, according to weight of the items being ordered and destination. 

The following is a general guide to shipping costs

The Netherlands - 7,00 euro

Europe (EU-country) - 13.10 euro

For other worldwide destinations enter your goods into the shopping cart and delivery address to see costs.

NL orders are sent via TNT Parcel and normally arrive up to 48 hours after despatch.  

Overseas orders normally arrive between 3 - 7 days for Europe and 7 - 10 business days for the US, Canada, Australia and rest of the world.  We email all customers with intended despatch dates.  This is not an automated service as we prefer to personalise each email according to order specifics. Confirmation is emailed Mon-Fri during working hours - confirmation of orders placed on Saturday or Sunday is emailed out on Monday mornings.

A separate delivery address can be entered in the shopping cart for alternative destinations to your billing address. The shopping cart will work out the cost of the shipping to the delivery address. Please note: Business addresses and PO Box addresses are accepted as delivery addresses, but due to packages being mislaid at third party addresses we no longer accept any responsibility for items that are not picked up, are not delivered or are mislaid at business premises or PO Box addresses - these items will not be replaced free of charge, so using these particular chosen delivery addresses is at the customers own risk.

Correct payment information
Please ensure that you enter your CORRECT BILLING address, postcode/zipcode and telephone number on the details page of the Shopping Cart.  If you wish us to send your item to a different delivery address only enter this in the delivery/shipping adddress section of the checkout.  Entering your delivery address in the billing section will mean your payment will be given a Caution rating from Worldpay and we will need to carry out further checks before processing your order, which will delay despatch of your order.  *See note below.

*Please note: In some instances we have to cancel customers orders because their payment transaction has been given a Caution or Warning rating by Moneybooerks or Pay Pal. This happens if we have not been able to satisfy ourselves that the details given with the payment match the card details that the card owners bank hold, or we have reason to believe that the payment is fraudulent, or irregular transactions have previoulsy occured with the card being used.  In these cases we will cancel the order and refund the original payment, less the transaction charges and we will not be able to process the order or send out the goods ordered.  As merchants trading on the internet we have to be careful of online fraud and adhere to the advice and checks given by our payment administrator, Worldpay.  If the card details given are incorrect, or suspected of being fraudulent, we will not proceed with the order.  It is important that customers enter their CORRECT BILLING address in the billing address section of the checkout. If we have to refund a payment because the delivery address is entered as the billing address, we will not refund the transaction charges, as these remain payable by us to Moneybookers.

Please note: Business addresses and PO Box addresses are accepted as delivery addresses, but due to packages being mislaid at third party addresses we do not accept any responsibility for items that are not picked up, are not delivered or are mislaid at business premises or PO Box addresses - these items will not be replaced free of charge, so using these particular chosen delivery addresses is at the customers own risk.

Cancellations & Returns

 

If you order on-line and you change your mind about the goods you have ordered, you can cancel your order up to 12 hours after ordering, providing it has not been packed or despatched to you. Within this 12 hour period we will refund the cost of goods for stock items and shipping LESS the transaction charges for the credit/debit card used for the transaction. To cancel your order email us, quoting your order ID code and confirmation that you wish to cancel your order (click on the link to email). Your card account will then be credited with the refund amount and we will email confirmation of the refund to you.  If you cancel an order for made-to-order stencils, 25% of the price of the relevant item/s will still remain payable, as well as the transaction charges.  If an item is made-to-order this is clearly marked in it's particular web page.

If your order has been despatched to you, or you have already received the goods and you change your mind about the goods, you can return the goods for a refund. This will be for the value of the goods ordered, less a 20% handling fee and less the transaction charges (postage and packaging/shipping costs are not refunded). You can obtain this refund providing the goods are returned to us within 14 days of ordering, with the original customer invoice, and providing they are unopened and have not been used and the packaging has not been damaged. You will also need to email us, quoting your order ID code to confirm that you are returning the goods for a refund (click on the link to email). A refund will be credited to your account after receipt of the returned goods. You will only be able to obtain this refund if you are able to return the goods to us, unused and in the same condition as they arrived and in their original packaging, within 14 days of original order. Refunds are not available on made-to-order/bespoke stencils. Postage and packaging costs and original transactions charges will not be refunded after despatch.

 

Goods damaged in transit

If goods have been damaged in transit, you can obtain a refund for the damaged items by returning them to us within 28 days of despatch, with the original customer invoice that you will have received in the package. You will also need to email us, quoting your order ID code to confirm that you are returning the damaged goods for a refund (click on the link above to email). A refund will be credited to your account as soon as possible after receipt of the returned goods for the amount of damaged items and depending on the circumstances outward going postage costs (this is at our discretion).

Trade Enquiries

 

If you are a stockist or retail outlet and are interesested instocking the Decorative Stencils by Dewiha-Art please use the form contact (click here) to send you enquiry. In the Enquiry box please include information about your company, along with your website URL and the products you are interested in stocking. If you are enquiring about trade prices please supply names and quantities of stencils you would like to order and we will supply a quote.

 

Interior Decorators Discount Scheme

For information about our discount scheme for interior designers and decorators please use the form below and include relevant information about your company. We will then email you information about our 10% discount scheme.

Bespoke Stencil Cutting

We are frequently asked about customizing stencils of individual customer's pictures and designs - we carry out this service for business corporations and companies, and also for individual customer's one-off stencils. For information and prices for this service please go to

 

Individual Designs 

 

 

Postal address

Returns and postal enquiries should be addressed to: Dewiha-Art, Duijvenbrug 2, 1616 PD Hoogkarspel, The Netherlands

Please Note

 

Dewiha-Art reserves the right to change, modify or discontinue any of its products, or prices, as deemed necessary.

Enquiries and comments - please complete the form below

 

If you have any further enquiries or comments you would like to send to us, please fill out the online form and send them to us.