Here you will find answers to the most frequently asked questions. Is your question not listed here, but would you like to ask it? Send an email to firstname.lastname@example.org.
How much is shipping?
Within the Netherlands the postage charge is € 7,25 for a package up to 2 kg with a tracking code. Or you can have your package delivered at a PostNL delivery point for € 6,25, with a tracking code as well.
For shipping to countries in Europe (with tracking code) there are two different postage charges – € 13,00 for countries in EUR1* and € 18,50 for countries in EUR2*.
The postage charge for the rest of the world* is € 29,30. This includes a tracking code too.
*EUR1: Belgium, Denmark (Faroe Island and Greenland excl), Germany, France, (incl. Corsica and Monaco), Italy (San Marino and Vatican state excl), Luxembourg, Austria, Spain (incl. Balearic Island, excl. Canary Islands), United Kingdom (excl. Gibraltar and Channel Islands), Sweden.
EUR2: all other countries in Europa (excl. Russia).
Wereld: all other landen (incl. Russia).
Please note: Extra charges for customs en VAT are the customers responsibility.
When do you send out the order?
I aim to to send out the order within 2 business days. A tracking code is provided so you can check the expected delivery date.
In summertime, around holidays or other special situations your order can be sent out later than normal but I will try to inform you about that.
What is your refund policy?
If you want to return your order, there is a 14 calendar day cancellation period in which you can notify Studio Spintol of your intent to cancel your order. This cooling off period becomes active from the day you receive your order.
You are responsible for the cost of return postage unless the item is deemed to be faulty (excl. slight imperfections since they won’t affect the quality of your spindle and provide a unique charm to your spindle).
A refund shall be made within 14 calendar days of receipt of the item. It is your responsibility to send back and obtain proof of postage. In the likelihood of the returned product going missing in transit, you are to pursue your postage provider for compensation as the product is legally yours until a refund is issued.
Alternatively, if preferred, we will also be happy to exchange the item.
Items must be returned in the original condition, with original packaging and must be free from scent and animal hair. Items not in original condition cannot be resold and will be returned to you. Refund or exchange will not be issued.
Refunds will be processed using the method of payment that you have used.
Items returned from outside the EU must be clearly marked on the customs label as “returned merchandise” so as not to attract import duty / VAT. Please also write “Returning to country of origin” on the package too. If you attempt to return the package incorrectly and we receive a customs fee notification, this will be ignored and the items will automatically be returned to you.
Can I place a custom order?
I really enjoy making spindles, I can express my creativity with all the different kinds of available wood. I aim to turn each piece of wood into tiny artwork. You’ll mostly find only one item of each combination in my shop – they are all unique!
Working on an order based system will take away all my creativity and will therefore also take away the fun I have in spindle-making.
Why have the prices gone up?
2020 Has been a huge journey for Studio Spintol and for me personally as well. I have worked very hard on basic values, such as self-worth and self-esteem.
One of the things I realised is that Studio Spintol can only be taken seriously by customers if I do so myself!
High quality handmade products are sold for unfit prices for years by many makers. People have been used to buying handmade products for the same price big companies sell stuff and that’s just wrong.
I’m happy to see a change now though! Together we can change this!
Dear customers, please realise that higher prices mean that a maker is finally asking for a fair price for their labour and product.
For me personally the higher prices also mean I can finally wholeheartedly say: I matter!