Answers to the most frequently asked questions

 

Frequently asked questions:

 
  1. Product & stock

    • All our items are made of leather, designed by Hester van Eeghen and handmade in Italy and Spain. All articles are produced in small quantities and in a variation of colours. 

    • We do not accept custom orders, but it is possible to be put on our BZB list with your preferred colour combinations, whereby we will inform you if we receive the preferred colour. It is not a guarantee that this preferred colour combination will be made.

    • Since our products are handmade of a natural material, small differences in colour or texture might be possible.

    • All measurements of items are noted in centimeters. Please make sure you understand the dimensions before ordering, since the pictures do not always make clear how large the items are in real life.

    • The colours of the lining of all our products may vary from production to production, there is no guarantee that the colour displayed in the picture is the same as you will receive.

    • In rare occasions, the item ordered might not be in the best condition. Our stockroom assistant will then contact you and offer you another colour combination or a refund.

    • Usually we only have one pair of shoes in each size in stock, which means that if you put in your cart, the shoes are not visible on the website anymore. They will be reserved in your cart for up to an hour.

  2. Delivery costs

    • Delivery costs are based on the country you live in and the total weight of the placed order.

    •  

Weight package

Netherlands

European Union

All other countries

0-2 kg

€10

€15

€35

2-5 kg

€10

€23

€45

5-10 kg

€10

€27

€80

10-20 kg

€15

€40

€110

20-30 kg

€15

€50

Not possible

 
  • If you want to know the total weight of the package, you can place all desired articles in your cart, proceed to checkout, fill in your information and check the calculated shipping costs.

  1. Delivery time

    • We ship twice a week, on Tuesday and Friday. If orders are placed before 12 AM local time on Tuesday or Friday, most of the time we will be able to ship it the same day.

    • We do not do express delivery. If there really is an urgent request, please contact us by emailing to info@hestervaneeghen.com.

    • All packages are shipped by PostNL, who work together with local shipping companies (for example USPS in the US).

  2. Payments

    • All payments are done online after placing the order.

    • We accept IDEAL, PAYPAL, MASTER, VISA, SEPA BANK TRANSFER, SEPA DIRECT DEBIT and ALIPAY payments.

  3. Returns

    • If you wish to return the ordered item, you must do this within 14 days of receiving it.

    • Please email us at service@hestervaneeghen.com about what you would like to return and if you wish to receive a refund or an exchange.

    • To be eligible for a return, your item must be unused and in the same condition that you received it. 

    • You are responsible for the shipping costs, so you are free to choose your own postal carrier.

    • Please add the original invoice (or a copy) with the item when you return it together with a note if you’d like it refunded or exchanged.

    • Do not forget to mark the item as a return on the shipping form if you are shipping it from outside of the EU, else we will be charged for additional customs costs.

    • As soon as we have received the item, we will transfer the purchase amount (excluding shipping costs) to your account.

  4. Maintenance

    • All leather is treated, so it won’t necessarily need additional treatment when you buy it.

    • Depending on frequency and intensity of use, besides some other factors like weather, use of (hand) creams and storage conditions, we recommend treating the leather with a (furniture) leather polish every few months, either in neutral or colour.

    • Royal Furniture Care is the brand polish we use, which provides coloured and neutral polishes that won’t stain and sufficiently hydrate the leather. Use a small amount and rub it in with a fabric cloth, leave out to dry.

    • You are also always welcome to drop off your item with us to have it polished.

 
  1. Repairs

    • All items (except shoes) have a warranty of 1 year.

    • Shoes have a warranty of 3 months.

    • If any major defects happen in the period of warranty, please contact us at support@hestervaneeghen.com.

    • Outside of the warranty period, we still do repairs (not of shoes). This does depend on the defect and the condition of the bag. There also might be some costs involved. Please contact us at support@hestervaneeghen.com 

    • Shipping costs for repairs need to be paid by the customer.

  2. Help

    • If you have any remaining questions, please contact us at support@hestervaneeghen.com.