Terms and conditions
FOR OUR DEAR USERS OF SUSSJE.COM
The following terms and conditions apply to purchases made by consumers on the webshop WWW.SUSSJE.COM. It is recommended that you read these ecommerce terms and conditions thoroughly before making a purchase on the webshop.
You can order online 24 hours a day. We process orders on business days between 11.00 – 19.00 (GMT +1). Orders made outside this period of time will be processed on the following business day. After you place an order, the final agreement between you and SUSSJE.COM is only valid when we have sent an email confirming we are bound by the order.
You are responsible for ensuring the accuracy of the customer information you enter as a part of the purchasing process, as we do not subsequently validate or verify this information.
3. PAYMENT AND PRICES
All stated EUR prices are incl. VAT (21%). We reserve the right to change prices on the website with immediate effect. Shipping costs for delivery in The Netherlands are included in the price. For delivery outside of The Netherlands shipping costs are variable based on the DHL tariffs.
We accept Mastercard, Visa and American Express. When paying by credit card, payment will be deducted at the same time your invoice is sent.
We handle your credit card information in confidence and we do not store your credit card information. Your credit card information is entered directly into a payment service and therefore we do not have any knowledge of your credit card information. The above is out of consideration for your safety. The Webshop only stores the data needed to deduct the agreed purchase amount from your account when the item is shipped to you.
All payments by credit card are validated. Sussje reserves the right to withhold an order in the case of suspicion and fraud, money laundering or similar. The purchase price can only be refunded to the credit card used for the original purchase.
All orders are shipped with DHL. The actual delivery time depends on the chosen form of delivery. You should expect to receive your order within 3-4 business days if the item is in stock. As we cannot guarantee local delivery conditions, we cannot accurately specify when the item will be delivered to the customer/recipient’s address.
If your purchase involves delivery to an EU country outside of The Netherlands, the rules apply to the free movement of goods, which means that you must pay Dutch VAT, but not any local customs duties.
If the individual order contains multiple items, we will first ship the order when all items are ready for delivery.
Please note that we are unable to deliver to P.O. box addresses.
5. RIGHT OF WITHDRAWAL
You are entitled to withdraw from the purchase within 14 days of receipt of the item. The right of withdrawal can be exercised without specifying any particular reason by sending a message to us by ordinary mail or email. Please be aware that you may not exercise the right of withdrawal simply by refusing to receive the item or by failing to pick it up from the shipper.
Please send the notice of withdrawal to the following address:
We recommend you always state your order number and the REF number in the notice of withdrawal to avoid any mistakes and delays.
If you send a notice of withdrawal from the purchase, you must return the item to us at the same address without undue delay, and within 14 days after you indicated you wanted to withdraw from the purchase. We may require proof that the item has been shipped before the expiry of the deadline.
If the item is sent, it must be packed securely, and you are kindly asked to attach a copy of the notice of withdrawal and/or state the order number on the package.
We recommend that international purchases be returned via DHL to ensure the goods are shipped securely and are covered by insurance during transportation. However, you can also choose another secure shipping method. It is your responsibility to pay for the return costs.
You are responsible for any damage that may occur during transportation. Please also note that all return costs are incurred by you, unless we have delivered the item to you by mistake or the item has been damaged or is defective upon receipt. We are unable to determine a fixed price for the return shipment in advance, as this depends on the weight of the item and the choice of carrier, etc.
For returns outside of EU, please remember to write “RETURNS & REPAIRS” visible on the outside of the box to ensure swift transit through any customs offices. By not doing so there is a greater risk that your package will be withheld by customs.
Returned items should be in good and undamaged condition. If a returned item shows signs of damage or use, beyond what is necessary to determine the nature, characteristics and manner of the item, you are liable for the cost of the item’s deterioration in value. We estimate the value based on a specific assessment of the returned product based on the following guidelines for deterioration:
No signs of use and the product is in original packaging:
Minor signs of use of the item and/or original wrapping:
Approx. 25 %.
Visible signs of use of the item and/or missing/damaged original packaging:
Approx. 50 %.
Visible damage to the item, such as scratches or non-removable stains:
Approx. 100 %.
Payment for the item will be refunded as soon as possible, and in any event within 14 days of our receipt of your notice of withdrawal. However, we reserve the right to withhold the refund until we have received the item/items for inspection, or until you have submitted proof that the item has been returned, whichever is the earliest.
If you withdraw from the purchase in accordance with these e-commerce terms, we will refund the purchase price less any deterioration. Unless you instruct us otherwise, we will issue the refund using the same payment method that you used to make the original transaction.
Your claim for refund does not include any fees for using credit cards or other means of payment that we have paid to redeem.
If you would like more information concerning your 14-day right of withdrawal, you can visit the Dutch Consumer Authority’s website: https://www.consumentenbond.nl/online-kopen/retourneren
Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be canceled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed, or made with some degree of customization to you.
Products not eligible for return and exchanges includes our Atelier collection. This is due to the variety and customization of the main stones.
6. CLAIMS AND COMPLAINTS
The noblest art is that of making others happy. We therefore encourage you to contact us if you experience any problems with any item you have purchased.
In addition to the right of withdrawal, your general rights in the Dutch Sale of Goods Act apply to defective items, delayed items or items that do not match the description. You thereby have 12 months’ warranty, which means that if the delivered product is defective you can:
- demand assistance
- demand a re-delivery after returning the defective product
- terminate the purchase agreement unless the deficiency is insignificant
The above naturally assumes that your claim is justified and the defect is not due to improper handling or use or any other damage to the product.
You must notify SUSSJE of defective goods within a reasonable time after you have or should have discovered the defect. Notice given within two months after you have or should have discovered the defect is always within a reasonable time.
If you wish to exercise your right to claim or if you would like to complain about your purchase, please write to us at the following address:
When returning purchased products, please attach a copy of your invoice as well as a description of the complaint/defect.
You can also appeal to the Consumer Complaints Board via this link:
7. GOVERNING LAW
These e-commerce terms and conditions and any purchase agreement regarding the purchase of items from us are subject to Dutch law, except the Dutch applicable law and CISG.
Sussje is unable to guarantee that colours and qualities are reproduced 100% correctly in the webshop. The reproduction depends on the computer’s colour settings and the screen being used. Furthermore, natural products like diamonds and precious gems will vary in colour and shine. Therefore, minor discrepancies in colour and shine are not considered to be a defect in the view of the purchase law. Impurities and variations to individual precious stones may occur. This is by no means a fault or flaw to the stone, but an exceptional characteristic of a natural product. Two stones may share colour tone and shape but are never entirely identical. Hence every stone is unique. We only use exquisite, natural stones carefully selected by a gemmologist. Every stone is carefully examined for inclusions, sheen, tone, colour, and sizes. If you have remarks to the stone chosen for you, please reach out to us.
We reserve the right for typo errors, items that are sold out and force majeure, including delivery failures from our suppliers. Furthermore, Sussje.com is unable to guarantee that the webshop is always 100% up to date. Sussje.com may change the contents of the webshop at any time.
Sussje.com always tries to provide accurate and comprehensive information in the webshop. However, errors may still occur. If you have mistakenly been charged an incorrect amount, you have the opportunity to place a new order with the correct price stated or cancel the purchase. However, Sussje reserves the right to cancel the purchase before sending your item, if we find that the purchase is based on incorrect information, including incorrect pricing. In such a case, you will be notified by email. If we are unable to contact you, your order will be automatically cancele