FAQ

Customer service

Customer service & FAQ
If you have questions about our products or orders, please consult our FAQ page, of contact us via our chat widget, by e-mail: [email protected] or via the contact form on the website. We strive to answer your questions as soon as possible.

Ordered product not available?
If your ordered product is not in stock, we will inform you by e-mail, as soon as possible. In consultation, we can come to a solution. In this case, you can, of course, also cancel your order.

Returns
We make use of the MyParcel return service. With this service you can return your order free of charge within 14 days. When you purchase a product, you will also receive a return form with your invoice. For information and/or instructions, see the document: Right of withdrawal.

Quetzal Artisan is registered at the Utrecht Chamber of Commerce under number:
KvK#: 62253255

Contact us

1. FAQ

1.1. Where do you ship to?

We ship to the Netherlands, Europe and International.

1.2. What are the shipping times?

Orders received before 12:00 a.m. are processed the same day. We ship by Post NL via MyParcel. The packages are expected to be delivered within 3 days in the Netherlands, and approximately 5 to 10 days for Europe or other destinations.

1.3. What are the shipping costs?

See our Shipping costs & Returns page for information.

1.4. Is the BTW included in the price?

Yes, the BTW is included in the price. Please, note that for international shipping, it is possible that you must pay customs fees.

1.5. In what currency are your prices?

All prices are in Euros.

1.6. What is your return policy?

We aim to provide a satisfactory service to our clients. If you are not satisfied with your product, we will exchange or refund your purchase within 14 days from the date of purchase. Please note that: Returned items must be in perfect condition. For more details, please access our Return Policy.

1.7. What will happen if my shipping goods are delayed or lost?

We will do our utmost to solve the problem. However, we request you to ensure that the shipping address is accurate to avoid delays and loss of shipping.

1.8. What makes your products unique?

• Most of our products are made by fair trade and environmentally friendly cooperatives. • Skillful artisans handcraft our products. Handweaving is a long and delicate process. Our products are made one by one, this makes that every product is unique. • AZO free dyes bought from certified factories or natural dyes are use by the cooperatives to make these products. • To safeguard that all the products we delivered to our clients are free from AZO and other toxic elements, samples are tested in Germany and Holland. This way we also ensure that our products comply to EU and Dutch regulations.

1.9. If you didn’t find an answer to your question

Please, send us your question(s) through the Contact Form in our website. We will answer your question as soon as possible.

Contact information

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Address	Gildenborch 10
Zipcode	4132 HG
City	Vianen Ut
Country	Nederland
Telephone	06-36430473
E-mail	[email protected]
TAX/VAT Number	NL221114051BO1