Terms and Conditions
Dear Customer,
Thank you for your interest in our products. The terms and conditions that apply to your purchase are detailed below. To explain your rights as a consumer or if you have any questions, please feel free to contact us and we will be happy to explain how things work. We hope that you will enjoy your purchase!
Atelier Keen’s online shop is registered in Sweden with the company information below:
Atelier Keen AB 559342-5043
Kungstensgatan 9
114 25 Stockholm
Sweden
email: hello@atelierkeen.com
Order Confirmation
The Swedish Consumer Sales Act and the Swedish Distance Contract Act applies to all orders made through Atelier Keen AB. We only accept orders from those who are aged over 18 years.
We aim to ensure that you receive your order as quickly as possible and once your order is submitted, an order confirmation is sent to the email you have used to make your purchase. If you do not receive an order confirmation (please check your spam and junk folders before contacting us), or if it is incorrect in any way, or if you wish to change your order, we kindly ask you to contact us immediately.
We dispatch all orders within 2 days (excluding public holidays). When your order is packed and dispatched, you will receive another e-mail with your shipping confirmation and tracking number so you can easily trace and follow your order. Depending on the courier, the link might not be active within the first 2 business days.
Shipping within Sweden
For deliveries within Sweden, we have a shipping fee of 39 kr and you will receive your package within 1-3 days of receiving your shipping notice.
Shipping within Europe
We ship to all countries in Europe.
Within the EU: We offer free shipping on all orders with a total order value higher than €100/£90. If the total order value is below €100/£90 within the EU, the shipping fee is a flat rate of €10, regardless of weight or size. Whether you order one set of spoons or all of our products, shipping costs are the same. Orders are shipped from Sweden and our prices on our website include value added tax of 25%.
To a non-EU country, we offer free shipping on all orders with a total order value higher than €100/£90. If the total order value is below €100/£90, the shipping fee is a flat rate of €10, regardless of weight or size. Whether you order one set of spoons or all of our products, shipping costs are the same. However kindly not that we ship orders according to DDU (Delivered Duty Unpaid) or referred to DAP (Delivered At Place). This means that customs fees are not included and are at the customer’s own expense. They will be charged separately by the courier. Atelier Keen is not responsible for any duties, customs, tariffs, taxes or VAT applied to your package. The courier will normally hold your parcel for about three weeks. If you have not paid the charges by then, your parcel will be returned to us.
Shipping Global
Although we strive to provide world-wide shipping on our webshop, at this time, we are not able to offer shipping to every country. We are working on extending our shipping zones and very soon we will extend our site to global shopping. Due to import restrictions, we are currently not able to ship to Russia.
We offer shipping to USA, Canada, Australia, Japan, South Korea. We offer free shipping on all orders with a total order value higher than €150/150 US dollar. If the total order value is below €150/ 150 US dollar, the shipping fee is a flat rate of €30/30 US dollar, regardless of weight or size.
Note that when ordering to a country outside of the European Union, you may have to pay an extra tax or customs fee. These duties are established by the country the goods are delivered into and we don´t have any influence over it. However kindly note that we ship orders according to DDU (Delivered Duty Unpaid) or referred to DAP (Delivered At Place). This means that customs fees are not included and are at the customer’s own expense. They will be charged separately by the courier. Atelier Keen is not responsible for any duties, customs, tariffs, taxes or VAT applied to your package. The courier will normally hold your parcel for about three weeks. If you have not paid the charges by then, your parcel will be returned to us.
Methods of Payment
For orders made through our website we offer payment with VISA, AMEX/American Express and MASTERCARD and invoice through Klarna Bank, a legal payment gateway. We always offer you a secure payment method meaning that all card details and your personal data are encrypted. For security reasons we do not accept card payments for orders made through customer service.
Invoice by Klarna (not available in all countries). They have their own terms of use and handling of the buyer’s personal data.
Damage Caused by Transportation
We will try in every way to ensure that the goods sent to you are of the highest standard and in excellent condition, giving you the best shipping experience. Unfortunately, much of the process is out of our control, even though we ship your order in a safe and secure way. On the rare occasion that your package arrives with signs of loss or damage, we strongly recommend opening it while the driver is still present and make a note of the damage on the receipt that the courier requires you to sign. Please make sure to take photos of both the package and the damaged product and send it together with other relevant information about the claim to us. Remember to state your order number in the e-mail.
Uncollected Packages and Failed Delivery
Please note that you cannot use your right of cancellation by rejecting your parcel at delivery or by neglecting to collect it. Should a package which has not been collected be returned, then any costs associated with the order will be non-refundable to customer.
Return, Exchange and Refund
We really hope that you love our items as much as we do, however if you are not happy with the items you have received, we will happily offer you a full refund if the product is in unused and in a resalable condition. Any returns and exchanges must be done within 30 working days of receiving the order. The products must be in the original packaging to be accepted as a return. Please contact us in advance before returning your products and please read the following before you proceed. Please note that returns and exchanges happen at your own expense and returns are refunded to the original method of payment. Please note that these transactions can take up to five banking days.
How to return an item
Send the product(s) that you wish to return together with the return form that you received with your order. You are responsible for the product not being damaged or disappearing during the return freight so make sure that the goods are securely wrapped and remember to keep your postal/courier receipt and tracking codes as a proof of sending the item(s) back. One your parcel is all packed and sealed, send it to this address or just use the handy little address label from the return form we sent you.
Atelier Keen AB
Kungstensgatan 9
SE-114 25 Stockholm
Sweden
Exchange
If you would like to exchange a product, simply make a new order on our website for the item you want to change to. Return the goods in unaltered condition, ideally in their original packaging together with the return form. In case of exchange or return, you have to bear the cost of the return freight yourself and Atelier Keen will not refund any shipment or payment costs. Please note that you are responsible for the product not being damaged or disappearing during the return freight. We, therefore, ask you to make sure that the product is well packed and, if necessary, insured. Always save guarantee/delivery notes until the return is completed, as these show your return package number which you will require in the case of any claims.
Please note that product returns are sent to:
Atelier Keen AB
Kungstensgatan 9
SE-114 25 Stockholm
Sweden
Claims
We guarantee that the products you order are flawless and in great condition at the time of delivery and we want all our customers to receive high quality products. Despite our quality control and great care, some items might turn to be defective. In such event, please contact us as soon as possible and we will solve this matter as soon as possible. We're very sorry for this inconvenience.
Please contact us to get an approval before returning the good(s). Please always state your order number in the email. Please also attach a picture detailing the damage and/or defect.
Force Majeure
In the case of natural disasters, war, civil war, revolution, governmental action, strike, lockout or similar events Atelier Keen will be able to carry out Force Majeure. This means that agreement does not need to be fully realized. If this occurs, we will try to notify the customer of this as fast as possible.
Disagreements
These Terms and Conditions are in accordance with Swedish law. In case of a disagreement, we follow the Swedish general claims authority. More information, visit https://www.arn.se/om-arn/Languages/english-what-is-arn/. We follow the recommendations of Konsumentverket (the National Board of Consumer Policies), see: Konsumentverket.se
Customer Service
We hope that you enjoy your purchase! If you have any questions, something has gone wrong in your delivery or you want to reach our customer service for some other reason, you can reach them at:
Telephone: +46700233037
Email: hello@atelierkeen.com
Postal address:
Atelier Keen AB
Kungstensgatan 9
SE-114 25 Stockholm
Sweden