Customer care

Terms of Use

Terms and Conditions – Paul Zeist

1. Who we are

1.1 These Terms and Conditions apply to every order placed on paulzeist.com (the "Webshop"). The Webshop is operated by Paul Kinderkleding V.O.F. (also registered as Paul Zeist V.O.F.), trading as Paul Zeist, Slotlaan 296, 3701 GW Zeist, the Netherlands, Chamber of Commerce (KvK) no. 24306272, VAT no. NL800437263B01 ("Paul Zeist", "we", "us").

1.2 Contact: info@paulzeist.com, telephone +31 30 692 40 11 (during store opening hours). Full company details are in our Imprint.

2. Scope

2.1 These Terms apply to all offers, orders and agreements between Paul Zeist and you via the Webshop. Purchases in our stores at Slotlaan 233 and 296 in Zeist are not covered by these Terms.

2.2 By placing an order you accept these Terms. Before you conclude the agreement, these Terms are made available to you and you can store and print them. Different terms used by you do not apply.

2.3 If you buy as a consumer (a natural person not acting for business purposes), these Terms never take away rights that mandatory consumer law gives you. Where something in these Terms conflicts with such mandatory rules, the mandatory rule applies and the rest of these Terms remains in force.

2.4 Orders placed for resale or business purposes are not accepted. If we have reason to believe an order is placed for resale, we may cancel it and refund the amount paid.

3. Offers, prices and errors

3.1 All offers are subject to availability. Our stock is shared with our physical stores, so an item may sell out after you place your order. If an item turns out to be unavailable, we will inform you as soon as possible, cancel that part of the order and refund the amount paid for it (including any shipping costs that become unnecessary) within 14 days. You may then also cancel the rest of the order free of charge.

3.2 Prices are shown in the currency of the market you selected and include VAT. For deliveries outside the EU, import duties and taxes are included in the price and paid by us (Delivered Duty Paid), unless stated otherwise at checkout. Shipping costs are shown separately before you place your order.

3.3 Photos, colours and descriptions are shown as accurately as possible. Small differences in colour due to screen settings or lighting do not count as a defect.

3.4 We are not bound by an obvious error or mistake in an offer, such as a price that is clearly incorrect. If such an error occurs, we will contact you before shipping and you may choose to buy the item at the correct price or cancel the order with a full refund.

3.5 We do not adjust the price of an order after it has been placed, also not if the item is later offered at a lower price or goes on sale.

4. The agreement and payment

4.1 The agreement is concluded when we send you the order confirmation by email.

4.2 You pay at checkout using one of the payment methods offered. If a payment provider (such as Klarna) offers payment after delivery, its own terms also apply.

4.3 To prevent fraud, we may verify an order, ask for additional information, or refuse or cancel an order before shipping, for example if the billing and delivery details do not match, the payment is flagged as high-risk, or the order is linked to earlier abuse. If we cancel, we refund any amount already paid.

5. Delivery and risk

5.1 We ship to the countries listed at checkout. Delivery times shown in the Webshop are an indication. We deliver no later than 30 days after the order confirmation unless agreed otherwise. If we cannot meet this, we will inform you and you may cancel the order free of charge.

5.2 You must provide a correct and complete delivery address. Costs of re-delivery or of a parcel being returned to us because the address was incorrect or incomplete, or because the parcel was not collected from a pickup point within the carrier's collection period, are for your account. We will deduct these costs from any refund.

5.3 The risk of loss or damage passes to you when the item is delivered to you or to a third party designated by you (other than the carrier). This includes: (a) delivery at the address you entered; (b) collection at the pickup point you chose; (c) delivery to a neighbour, a safe place or another location that you approved, either at checkout or through the carrier's delivery options; (d) delivery to a carrier you chose yourself and that we did not offer.

5.4 Never accept a damaged or opened parcel. Every parcel leaves us sealed with Paul Zeist tape. If the box is visibly damaged, feels empty or unusually light, or the tape or security seal is broken or has been opened, do not accept the parcel and do not sign for it, but refuse it so that the carrier returns it to us, and report it to us. If you accept a parcel whose security seal was broken, we do not handle a claim for missing items or for an empty parcel.

5.5 Our rules for parcels that are lost, delivered damaged, delivered incomplete or reported as not received are set out on our Parcel claims page, which forms part of these Terms.

6. Right of withdrawal (EU and EEA consumers)

6.1 If you are a consumer living in the EU or EEA, you may withdraw from the agreement within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. If one order is delivered in several parcels, the period starts when you receive the last parcel.

6.2 You do not need to register your return. To withdraw, simply send the goods back to us within the withdrawal period with your order number included in the parcel. Returning the goods with your order number counts as your statement that you withdraw from the agreement. If you prefer to inform us separately, you can also: (a) use the button "Withdraw from contract here" in the Webshop (no account needed); or (b) send an email to info@paulzeist.com, for example using the model withdrawal form below (not mandatory). In that case you must send back the goods no later than 14 days after the day on which you informed us.

6.3 You can send the parcel with a carrier of your choice to: Paul Zeist, Slotlaan 296, 3701 GW Zeist, the Netherlands. The deadline is met if you send back the goods before the period has expired. We do not provide a return label. We send you an email as soon as we have received your return, and again once your refund has been made.

6.4 Return costs and risk. You bear the direct cost of returning the goods. You are responsible for packing the goods properly and for the return shipment until we have received it. We strongly advise you to use a tracked and, for higher values, insured shipment, and to keep your proof of shipment. We are not liable for a return parcel that is lost or damaged before it reaches us; in that case please file a claim with the carrier you chose. If you cannot provide proof that you sent the return in time and it does not reach us, the purchase price remains payable. If a return parcel arrives damaged, incomplete or with different contents, we refund only for the goods that we actually receive back in returnable condition.

6.5 Refund. We refund all payments received from you, including the cost of standard delivery (not any extra cost for a more expensive delivery method you chose), without undue delay and at the latest within 14 days of receiving your return or, if you informed us separately, of receiving your withdrawal. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them back, whichever is earliest. We refund using the same payment method you used, unless you expressly agree otherwise; you will not incur any fees as a result.

6.6 Handling the goods. During the withdrawal period you may only handle the goods as you would in a store: try them on to judge size, fit and quality. Do not wear them outside, wash them, remove labels or tags, or let them become stained, scented (for example with perfume, smoke or deodorant) or damaged. You are liable for any diminished value of the goods resulting from handling beyond what is necessary. Depending on the condition of the item, we will deduct this diminished value from the refund, up to the full purchase price if the item can no longer be sold as new. Return the item with all labels, tags, hang-tags, dust bags, boxes and accessories that came with it; missing items count as diminished value.

6.7 Exceptions. The right of withdrawal does not apply to: (a) goods made or altered to your specifications, such as items altered, shortened or personalised at your request; (b) sealed goods that are not suitable for return for reasons of health protection or hygiene and that were unsealed after delivery, such as underwear supplied in the manufacturer's sealed packaging; (c) perfume and cosmetics that were unsealed after delivery (seal, cellophane wrapping or cap seal removed).

6.8 Sale items. The right of withdrawal also applies to sale items bought online. Exclusions mentioned in sale campaigns (such as "no exchanges") do not affect this statutory right.

6.9 Exchanges. We do not exchange items via the Webshop. The quickest way to get a different size or colour is to return the original item as described in this article and place a new order. We ship the new order straight away and refund the original order as soon as your return has arrived.

6.10 Customers outside the EU/EEA. For deliveries outside the EU/EEA, all sales are final and we do not accept returns, unless mandatory law in your country of residence gives you a right of withdrawal. In that case the conditions of this article 6 apply, and the return costs, any import duties on the return and any non-refundable duties and taxes paid by us on the outbound shipment are for your account and are deducted from your refund to the extent the law allows.

6.11 Frequent returns. If you return more than 70% of your orders within a period of 12 months, we may refuse or limit new orders. This does not affect your statutory rights for orders already placed.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Paul Zeist, Slotlaan 296, 3701 GW Zeist, the Netherlands, info@paulzeist.com – I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*): – Ordered on (*)/received on (*): – Order number: – Name of consumer(s): – Address of consumer(s): – Signature of consumer(s) (only if this form is notified on paper): – Date: (*) Delete as appropriate.

7. Conformity, complaints and manufacturer assessment

7.1 We guarantee that the goods conform to the agreement and to the specifications stated in the offer, and that they have the properties you may reasonably expect for normal use. This is your statutory right (legal guarantee). We do not give an additional commercial guarantee of our own. Any guarantee offered by a manufacturer is offered by that manufacturer and does not limit your statutory rights.

7.2 What is not a defect. The following are not a lack of conformity: (a) normal wear and tear, including pilling, fading, shine, creasing and wear at friction points; (b) damage caused by improper use, by not following the care label or washing instructions, by accidents, or by alterations or repairs not carried out by us; (c) natural characteristics of materials such as leather, suede, wool, cashmere, linen and down (for example colour variations, slight irregularities, or some down escaping through the seams); (d) characteristics that were mentioned in the product description or that you knew of or should reasonably have noticed at the time of purchase.

7.3 Reporting a complaint. Check the goods as soon as possible after receipt. Report a defect through our Aftercare service within two months of discovering it, with your proof of purchase, a description of the problem and clear photos. If you report later, you may lose your rights to the extent that we are prejudiced by the delay. Visible defects should be reported within 14 days of delivery so they can be distinguished from wear.

7.4 Manufacturer assessment. Paul Zeist sells products of independent fashion brands. For each complaint we may ask you to send the item to us so that we can submit it to the manufacturer (brand) for technical assessment. We base our decision on the manufacturer's assessment and will share its findings with you. If you do not agree with the outcome, you keep all your statutory rights, including the right to have the dispute decided by the competent court (see article 11).

7.5 Burden of proof. If a defect appears within one year of delivery, it is presumed to have existed at the time of delivery, unless this is incompatible with the nature of the item or the defect. In some countries this period is longer by law, for example two years in Belgium and France. After that period, you must show that the defect already existed at delivery.

7.6 Remedies. If the item does not conform, you are entitled to repair or replacement, at our expense. You may choose between repair and replacement, unless the option you choose is impossible or would impose costs on us that are disproportionate compared with the other option. If repair or replacement is impossible, not carried out within a reasonable time, or if the defect is serious, you are entitled to a price reduction or, unless the defect is minor, to terminate the agreement and receive a refund. If an item can no longer be supplied, we will offer an equivalent item or a refund.

7.7 Returns for assessment. Please return a defective item in clean condition. If the complaint is justified, we reimburse the reasonable cost of sending it to us. If the manufacturer's assessment shows that there is no lack of conformity, we will return the item to you, and the cost of return shipping and any assessment costs charged to us, up to €25, is for your account, unless you can show that the complaint was justified.

7.8 Time limits. Your statutory rights expire under the applicable law. Under Dutch law, a legal claim for non-conformity is time-barred two years after you notified us of the defect. These Terms do not shorten any statutory period.

8. Liability

8.1 Our liability towards you is limited to the obligations set out in these Terms and in mandatory law. Except in case of intent or gross negligence by us or our management, we are not liable for indirect or consequential damage, such as loss of income, missed occasions or costs of alternative purchases.

8.2 Except in case of intent or gross negligence, our total liability in connection with an order is limited to the purchase price of that order.

8.3 Nothing in these Terms limits or excludes liability that cannot be limited or excluded by law, including liability for death or personal injury, product liability, or your statutory rights in case of non-conformity.

9. Intellectual property and use of the Webshop

All content in the Webshop (photos, texts, videos, design and logos) belongs to Paul Zeist or the respective brand owners. You may not copy, reuse or publish this content without our prior written consent.

10. Personal data

We process your personal data as described in our Privacy Policy.

11. Complaints about our service and disputes

11.1 Complaints about our service can be sent to info@paulzeist.com. We confirm receipt within 5 working days and aim to respond in substance within 14 days.

11.2 We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board.

11.3 These Terms and all agreements are governed by Dutch law. If you are a consumer living in another country, this choice of law does not deprive you of the protection of the mandatory provisions of the law of your country of residence.

11.4 Disputes are submitted to the competent court in the district of Midden-Nederland (Utrecht), unless mandatory law gives you the right to bring proceedings, or requires proceedings to be brought, in your country of residence. As a consumer you may also choose the court that would be competent under the law.