Frequently asked questions

Ordering

How do I place an order?

You select the desired product, choose the size, color, and any options, then add the item to your shopping cart. After that, you complete the order via the checkout.

For products with a personalization field, please fill in the requested information before adding the product to your shopping cart. Please check this information carefully, as it will be used exactly as provided.

Are all products kept in stock?

Not all products are standardly printed and kept in stock. Many items are only printed after an order has been placed. This allows Atelier Laverze to work with smaller print runs, less surplus, and more variety in designs.

If a product has a longer delivery time, this will be stated on the product page.

Can I modify an order after placing it?

Please contact us as soon as possible via atelierlaverze@telenet.be.

As long as the order has not yet entered production, a modification can usually still be considered. Once an item has been printed, personalized, or passed on to an external print partner, the order cannot always be modified or cancelled.

Can I cancel an order?

An order can only be cancelled as long as it has not yet entered production.

For personalized items, custom-made items, or items printed specifically for you, cancellation is no longer possible once production has started.

---

Products and personalization

What does Atelier Laverze sell?

Atelier Laverze sells clothing and textile accessories with its own designs. This includes T-shirts, sweaters, hoodies, aprons, tote bags, pillowcases, keychains, wine bags, and other printed items.

The collections are built around themes such as animals, gifts, dialect, BBQ, pub sports, travel, and designs inspired by my own world.

Are the products printed in your own studio?

Some of the products are printed in our own studio. Certain items can be printed or shipped via an external print partner. This is noted on the product page where relevant, or can be inferred from the delivery time.

Therefore, it may happen that items from an order with different products are delivered separately.

Can I have a product personalized?

Limited personalization is available for some products, such as a name, year, or short text. If personalization is available, it will be clearly indicated on the product page.

Not every design can be customized. Some prints are fixed designs and are sold as they appear on the webshop.

What if I make a mistake in my personalization?

Always double-check names, years, and texts before ordering. Personalized items are made based on the information you provide yourself.

If you notice an error shortly after placing your order, please email atelierlaverze@telenet.be as soon as possible. If production has not yet started, the adjustment might still be processed.

Can I have a design custom-made?

Atelier Laverze primarily focuses on fixed collections and its own designs. Full custom-made designs are therefore not standardly available through the webshop.

If you have a specific request, you are always welcome to contact us. I will then assess whether it is feasible within the available time and possibilities.

---

Sizes and colors

How do I choose the right size?

On the product page, where available, you will find a size chart. It's best to compare the measurements with a garment you already own that fits you well.

If you are in doubt between two sizes, usually choose the larger size, especially for sweaters and hoodies if you prefer a looser fit.

Are all colors always available?

The available colors may vary by product, size, and supplier. The webshop shows the options that are currently available or can be ordered.

Some colors or sizes may be temporarily unavailable. In that case, the order will only be processed once the product is available again, or I will contact you if an alternative is needed.

Are larger sizes available?

For certain products and colors, larger sizes may be available upon request. If a size is not standardly visible on the product page, please contact us to inquire about its availability.

---

Production and delivery

How long does it take before my order is shipped?

The delivery time depends on the type of product.

Products from our own studio:
Production usually takes 1 to 5 business days. Shipping time is then added, usually 1 to 3 business days, depending on the courier.

Products via external print partner:
Production time varies per partner. Some products are ready within approximately 3 to 5 business days, while others may take around 10 business days or longer. Exceptionally long delivery times will be stated on the product page.

Why is my order not shipped immediately?

Many items are only printed after an order has been placed. This means that a little more processing time is needed than for a webshop that has everything ready-made in stock.

However, this allows for more designs to be offered without large stock surpluses.

Can my order arrive in multiple packages?

Yes, that is possible. When you order products that are processed via different production locations or print partners, they may be shipped separately.

I try to have orders processed as logically as possible, but with external partners, separate shipping is sometimes unavoidable.

Which countries do you ship to?

Products made in our own studio are standardly available for Belgium and the Netherlands.

For some products via external print partners, shipping to other countries may be possible, depending on the product and the available shipping options at checkout.

What are the shipping costs?

Shipping costs are displayed during checkout. The standard rates are:

The exact shipping options may vary depending on the products in your shopping cart.

Is local delivery possible?

Free local delivery is possible within a 5 km radius of Okegem, but only for products made in our own studio.

This option does not apply to products shipped directly via an external print partner.

Can I pick up my order?

Pick-up is currently not a standard option in the checkout. If pick-up is possible for a specific order, it will only be arranged by appointment.

---

Payment

Which payment methods are accepted?

You can pay with the payment methods visible at checkout, such as Bancontact, Visa, Mastercard, Maestro, and bank transfer.

For payments via bank transfer, the order will only be processed after payment has been received. This may result in a slightly longer delivery time.

Are the prices inclusive of VAT?

Yes, the prices on the webshop include VAT, unless otherwise stated. Any shipping costs will be shown separately during checkout.

---

Returns and refunds

Can I return my order?

For standard items, there is a right of withdrawal of 14 days after receipt. Within this period, you can notify us that you wish to return the item.

The item must be returned unused, unworn, unwashed, and in its original condition.

How do I request a return?

Send an email to atelierlaverze@telenet.be with:

• your name;
• your order number;
• the item you wish to return;
• the reason for return.

After your request, you will receive further instructions. Do not simply return an item without contacting us first.

Who pays for return shipping?

Return shipping costs are borne by the customer, unless it is due to an error by Atelier Laverze or a damaged/incorrectly delivered item.

Preferably choose a shipping method with tracking. Atelier Laverze is not responsible for returns lost during transit.

Are the original shipping costs refunded?

If you correctly cancel an entire order within the legal period, the standard delivery costs of the original order will also be refunded.

If you choose a more expensive shipping method than the standard option, the difference will not be refunded.

For a partial return, the original shipping costs will not be refunded.

When will I receive my refund?

The refund will be processed after the returned item has been received and checked.

If the item is returned in its original condition, the amount will be refunded via the same payment method you used for the purchase.

Can I return a personalized item?

Personalized items, items with a name/year/custom text, and items specially made to order or according to your choices cannot be returned.

This does not apply if there is an error by Atelier Laverze or if the item was delivered damaged or incorrectly.

Can I return an item in final sale?

For standard items in final sale, your legal rights still apply.

Personalized items, custom-made items, or items specifically printed for you cannot be returned, even if they were on sale.

What if my item was delivered damaged or incorrectly?

Please contact us as soon as possible via atelierlaverze@telenet.be and include clear photos of the issue.

If it is an error or damage upon delivery, a suitable solution will be found together.

Can I exchange an item?

Exchanges are not always possible, as many items are only printed after an order has been placed.

Do you want a different size or color? For a standard item that is eligible for return, you can request a return and then place a new order.

Personalized or custom-made items cannot be exchanged.

---

Care

How do I wash my printed item?

Wash printed clothing inside out at 30°C with a mild detergent.

Do not use bleach and preferably no fabric softener. Air dry the item and avoid the tumble dryer.

Can I iron over the print?

Never iron directly on the print. Iron the item inside out or place a cloth between the iron and the print.

How do I keep my item looking its best for as long as possible?

Always follow the care instructions on the product page or label. Printed items will look their best if you wash them carefully, do not tumble dry them too hot, and do not iron directly on the print.

---

Gifts

Can I have an order delivered as a gift?

You can have an order shipped directly to the recipient by entering the desired delivery address during checkout.

Please check the address carefully before placing your order.

Is there an invoice in the package?

For products from our own workshop, striking gift packaging is not usually provided, unless specifically stated. Invoicing and order details are handled digitally via the webshop.

For products from external print partners, the packaging may vary per partner.

Can I return a gift?

That depends on the type of item. A standard item can be returned within the return period if it is unused and in its original condition.

Personalized gifts or specially made items cannot be returned.

---

Contact

How can I contact you?

Do you have a question about a product, order, delivery, or return? Send an email to:

atelierlaverze@telenet.be

For questions about an order, always include your order number for faster assistance.

---

For warranty on defective or non-conforming goods, a minimum of 2 years statutory warranty from receipt applies in the EU; this is separate from the usual right of withdrawal.