FAQ

Frequently Asked Questions (FAQ)

 

1. How long will it take for my order to ship?

We aim to dispatch all orders within 2 working days. Once your order has been shipped, you will receive a shipment confirmation email with a tracking number.

 

2. Do you ship internationally?

Yes, we ship worldwide! Please note that for orders outside of the EU, local customs duties and taxes may apply, and you will be responsible for any associated charges.

 

3. Can I return or exchange my item?

Since all of our products are handmade and unique, we only accept returns or exchanges if the item is:Damaged in transit, orFaulty.If you believe your product is faulty or damaged, please contact us within 24 hours of delivery with photographic evidence.

 

4. Can I get a refund?

Refunds are available if your return meets our policy conditions. Any amount debited from your credit or debit card, excluding the initial shipping cost, will be refunded once we receive and process the returned item.

 

5. How do I return an item?

To return an item, please send it to the following address:Oudestraat 216F, 8261 CA Kampen, Holland.You will be responsible for the return shipping cost, and we recommend using a trackable courier service.

 

6. Do you offer repairs?

Yes! We offer a Lifetime Guarantee for all of our products. If your item requires repair—whether due to normal wear, accidents, misuse, or neglect—we will repair it free of charge. The only cost to you is the shipping to send the product to us.

 

7. How do I request a repair?

To request a repair, please contact us at 11twoatelier@gmail.com, and we’ll guide you through the process.

 

8. My item looks different from the pictures. Is that normal?

Yes! Each of our products is handmade, so there may be slight variations in color, texture, and appearance. These unique characteristics are part of the charm and beauty of our items, and we believe they enhance the individuality of each piece.

 

9. How can I contact you if I have questions?

You can reach us anytime at 11twoatelier@gmail.com. We're happy to assist with any questions you may have!