Terms and Conditions

Who we are

These terms apply to every order placed through our webshop. We are Atelier Wolfstone, the trade name of Wolfstone VOF, at Loonsevaert 47, 5171 LL Kaatsheuvel, the Netherlands. Chamber of Commerce (KvK): 81442548. VAT (BTW): NL862093971B01. You can reach us by email at info@wolfstone.nl, through our question form, by Instagram DM, or by phone at +31 6 53329519. Our company language is English. However we are native Dutch people, so we speak Dutch better than we do English. 

Our creations and our metals

We make everything by hand, in precious metal only. We work in 14K and 18K gold and in sterling silver (925), and we never use gold-plating or filled metals. Under Dutch law a piece may be called gold from 585/1000 (14 karat) and silver from 800/1000. Our metals sit at or above those standards, so when we say gold or silver, we mean solid, real gold or silver. Curious why that matters, and what cheap "gold" actually turns into over time? We break it down honestly in our Story Realm: solid gold vs gold-filled vs vermeil vs gold-plated and why to buy real gold from a Dutch goldsmith.

Hallmarking (Waarborgwet)

Dutch law (the Waarborgwet) requires precious-metal jewelry above a set weight to carry an official hallmark. In short: gold from 1 gram, silver from 8 grams and platinum from 0.5 gram must be hallmarked, and pieces below those weights are exempt. Hallmarking is carried out by one of the two recognised Dutch assay offices, Waarborg Holland (Gouda) or Edelmetaal Waarborg Nederland (Joure), and the mark guarantees both the metal and its fineness. Compliance is overseen by the RDI (Rijksinspectie Digitale Infrastructuur).
What this means for your Wolfstone piece: every creation that meets the legal weight carries its hallmark. Some of our smaller silver pieces fall under the 8 gram threshold and are legally exempt, so you will not always find a stamp on them. That never means the metal is anything less than real. It is still solid 925 sterling silver, it is simply too light, or sometimes too delicate, for a required stamp. More on real versus fake precious metal in our Story Realm, linked above.

Prices

All prices are in euros and include Dutch VAT (BTW) where applicable. For deliveries outside the EU, see Customs below.

Placing an order and order confirmation

After you place an order you always receive a confirmation by email with all the details. We keep you posted on status changes (such as "paid" and "shipped") by email too. If you do not receive a confirmation but your payment went through, we ship to the address you entered. If payment is not completed, you have received an e-mail with the payment link, you can proceed there. Unpaid orders are automatically removed after 14 days.

Changing or cancelling an order before it ships

We cannot edit an order once it has been placed, but you can absolutely cancel or change an item as long as it has not shipped yet. Just send us a request right away. Delivery address, phone number and recipient name can only be changed before shipping. Once a parcel is handed to our courier, the address and invoice are already printed and fixed.

Your 14-day right to cancel, and the cancellation button

For online purchases you have a statutory cooling-off period of 14 days, and you can cancel without giving a reason. Use the "Cancel your order" button on our website: one click starts it, you tell us which order you mean through our short cancellation form, we send you a confirmation, and your return window starts from there.

Returns and refunds

• Made-to-Order without personalisation, not yet finished: we stop production and refund you in full, automatically. Nothing to return.
• Ready-to-Send and One-of-a-Kind, not yet shipped: we refund you in full.
• Made-to-Order without personalisation, Ready-to-Send and One-of-a-Kind, already shipped: let us know within 14 days of receiving your order, then send the creation back within 14 days of telling us. We refund you once we have received it back, or once you show us you have sent it.
• We refund within 14 days, including standard delivery (if you chose a faster, pricier option, we refund the standard rate), via your original payment method.
• Return shipping is on us: we arrange a prepaid return label or reimburse your postage.
• Condition: you are welcome to inspect a creation the way you would in a shop. If it comes back worn, damaged or with parts missing, we may reduce your refund to reflect the loss in value. Please return it in its original condition, with packaging and any certificates included.

What cannot be cancelled or returned

Because of how they are made, these fall outside the right of withdrawal, and we always tell you this clearly before you order:

• Custom creations (Signature Customs and Haute Bespoke), and any personalised or engraved piece, including Made-to-Order pieces personalised for you with an engraving or with gemstones you have chosen. Custom and personalised work cannot be returned or refunded.
• Earrings of any kind, for hygiene reasons. These cannot be returned or exchanged.
• Perishable, digital or sealed hygiene products, where we offer them. None of this applies if an item arrives damaged or faulty. See Guarantee below.

Guarantee

Two things run side by side here. Your statutory guarantee: by law, every creation must match its description and do what you can reasonably expect of a handmade precious-metal piece, for a reasonable lifespan. This legal right always applies and we cannot shorten it. If something is wrong, please tell us within a reasonable time. For consumers, reporting within two months of noticing the defect always counts as in time. If a fault falls under guarantee, we repair or replace it free of charge, and if neither is possible, you receive a full refund. Our own guarantee, on top: we guarantee our work against manufacturing faults for 12 months from delivery, and we are always happy to keep a Wolfstone piece alive. Two limits, so we are clear up front:

• Free repair or replacement covers manufacturing faults on our side only. Damage from an accident, from normal wear, or from rough handling is not a manufacturing fault (think surface scratches, the natural patina silver develops, a bent band, or a stone knocked loose through daily wear). We are glad to fix it and will always give you a fair repair quote, but those costs are yours.
• Ring sizing: if we took your ring size ourselves and it turns out wrong, we put it right at no cost. If you gave us the size and it turns out wrong, we are happy to resize it, but at your own cost, charged at our hourly rate.

Complaints

We do our best to give you the best possible service, but if you are not happy with a creation, a delivery or anything else, get in touch through the question form, by email, by Instagram DM or by phone. We answer complaints within two working days. If we cannot solve it together, you can turn to the relevant Dutch consumer authority, or ultimately to the courts.

Delivery and delivery times

We aim to ship quickly. As a guide: within the Netherlands usually 1 to 3 business days, Belgium on average 4 to 8 business days, elsewhere in the EU up to about 2 weeks, and outside the EU up to 4 or 5 weeks. By law we deliver within 30 days unless we agree otherwise with you, our made to orders take 8 to 12 weeks to process. Custom pieces take longer by nature, and we will always tell you the timeline. Risk of loss or damage passes to you once you, or someone you appoint, receive the parcel.

If your parcel does not arrive

Couriers sometimes run late and that is outside our control, so please give it up to 5 business days past the promised delivery date. If it still has not arrived, contact us with your order number and we will chase it for you. Sometimes however you have to do this tedious job yourself because the postal service asks this of us and you. We know how annoying this is but this is beyond our might. 

Delivery to another address and gift orders

You can enter a delivery address that differs from your billing address, your work for example. Your invoice is emailed as a PDF to the address you ordered with. Want it gift-wrapped and shipped without a paper invoice? Add that to the Remarks at checkout.

Custom orders: process, invoicing and timelines

Custom work is always arranged in consultation with you, so processing time varies and we agree it together. Everything about deposits, payment and how a custom project runs is on our custom page: https://www.atelierwolfstone.com/custom-realm/customs-nl. When a custom piece is finished and ready to ship, we send a second invoice, and we only ship once it has been paid in full. The invoice shows the send date and the due date, in most cases 14 to 30 days.

Retention of title

Creations remain our property until your payment has been received in full.

Customs and import duties

For deliveries outside the EU, any customs charges or import duties are yours to pay. We are not responsible for customs delays or extra charges.

Copyright and sharing

Our designs, creations and images are protected by copyright. Please do not copy, reproduce or reprint our work without asking us first. Tagging and sharing our pieces on social media, on the other hand, is very welcome and always appreciated. By placing an order, including custom work, you agree that we may photograph and publish the finished piece online.

Packaging (EPR)

For orders shipped to Germany we are registered with the Lucid Packaging Register (Verpackungsregister) under number DE1632420494175.

Changes and governing law

We may update these terms, and the version on our site at the time of your order is the one that applies. Dutch law applies to every order. If you are a consumer in another country, you keep the mandatory consumer protections of your own country.