Frequently Asked Questions
Product care
How do I take care of my purchased products?
We use a water-based composite material. You combine these to create a very strong product.
Furthermore, our products are:
Environmentally friendly
Durable
VOC free
How can I best care for my products?
Our products are sealed with a natural-based wax. If your product has stains, you can use a damp cloth to clean the stain. Make sure that a stain does not remain on for too long, as these can remain if left on for too long.
The products are not dishwasher safe and cannot be placed in the microwave.
Are the products safe for storing food?
Our products are non-toxic and VOC free, but we do not recommend storing food in them. Food in packaging can be placed on our products.
Can my products withstand heat/fire?
The material we use is fire-resistant and can easily be used for making and burning candles.
How sustainable are the products?
Our products can last for years if used correctly. This means not placing them in the dishwasher, cleaning stains on time and using the products only for decorative purposes.
The product I want to order is no longer in stock. When can I order these again?
All products are handmade. It may therefore take a while before it is back in stock. It may also be out of stock due to new collections. That also makes the handmade very beautiful. Because everything is handmade, you can always place a custom order using a sold-out product on the website as a reference. If you would like a product that is no longer in stock, please contact us.
Orders and Delivery
I ordered. When can I expect my order?
How nice that you ordered from us. Of course we will do our best to ship your order as quickly as possible. You can expect your order to arrive in approximately 3 to 5 days. Of course, the delivery time may be longer during public holidays. Unfortunately, we are dependent on parcel carrier DHL. This will provide you with a track and trace code so that you can follow the progress of your order. If it takes longer on our part, we will always send you an email message.
How can I place a custom order and when will I receive it?
You can order a custom order via a personal message via our Instagram, via an email to info@teakandgold.com or via our contact form at the bottom of this page. We always keep you informed of progress. Each order has its own processing time, but we aim for a production and shipping time of a maximum of 2 weeks.
What are the shipping costs?
The shipping costs are €4.99 and are sent via a parcel service. For orders over EUR 50, you do not pay shipping costs(only Dutch adresses).
Pay
How can I pay?
Teak & Gold uses the PayPal and Mollies payment method. With the help of PayPal and Mollie we keep payment information and data safe. You have the option to pay in various ways. This can be done via CreditCard, iDeal, bank transfer and PayPal itself.
Complaints & Returns
My order is damaged, what now?
Quality and service are our top priority. Each order is carefully packaged to prevent damage during transport. Unfortunately, we have to rely on parcel services and your order may be damaged during transport. If this happens, we can ask you to send a photo of the damaged package or to return the order to us free of charge. When we have received your return or photo, we will resend the order as soon as possible. The return costs will be refunded to the specified account number.
How can I return my product?
It may happen that you are not satisfied with your order. You then have the right to return products within 14 days, starting on the day of receipt of the order. The product can only be returned unused and, if possible, in the original packaging. Please note that the costs of return shipping are at your own expense . You must also take into account your responsibility for return shipping. We therefore advise you to provide return shipments with a track & trace code and keep it safe until you have received confirmation of receipt. You will receive your purchase amount back as soon as possible.
Can I also return the products locally?
We do not have a physical store (yet). It is possible to return your order in our studio in Amsterdam. We will provide this during our contact.
Model instructions for withdrawal
Consumers have a right of withdrawal of 14 days.
Right of withdrawal
You have the right to withdraw from the agreement within 14 days without giving reasons. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, acquires physical possession of the goods.
To exercise the right of withdrawal, you must inform us (sharon bakker, Wijdenesserstraat 46, 1023 TG Amsterdam, Netherlands, info@teakandgold.com, Telephone: 0652720328) by an unambiguous statement (e.g. in writing by post or e-mail) on the inform you of your decision to withdraw from the agreement. You can use the attached model withdrawal form for this, but you are not obliged to do so.
To comply with the withdrawal period, it is sufficient to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of the revocation
If you revoke the agreement, you will receive all payments you have made up to that time, including delivery costs (with the exception of any additional costs resulting from your choice of a different method of delivery than the cheapest standard delivery offered by us) without delay and in any case, no later than 14 days after we have been informed of your decision to withdraw from the contract. We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged any fees for such reimbursement. We may wait with reimbursement until we have received the goods back or you have demonstrated that you have returned the goods, whichever comes first.
You must return or hand over the goods to us without delay, but in any case no later than 14 days after the day on which you communicate your decision to withdraw from the contract to us. You are on time if you return the goods before the period of 14 days has expired. The direct costs of returning the goods are at your expense. You are only liable for any diminished value of the goods resulting from use of the goods that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.
The right of withdrawal does not exist for the following agreements:
Agreements for the supply of goods manufactured according to the consumer's specifications, which are not prefabricated and which are manufactured on the basis of an individual choice or decision of the consumer, or which are clearly intended for a specific person.
