- Overview
This Return, Refund, and Shipping Policy governs all purchases made through www.drapenook.com (operated by Drapenook, located in the Netherlands). By placing an order with us, you agree to adhere to the terms outlined below. This policy complies with applicable laws in the Netherlands, the European Union, and the United States. - Order Processing and Shipping
Fulfillment Partners: We partner with major international carriers, including DHL, FedEx, and UPS Priority services, to deliver our decorative door curtains.
Processing Time: Orders are processed and dispatched from our facility in the Netherlands within 1 to 2 business days (Monday through Friday, excluding public holidays).
Transit Time: Standard delivery is estimated to take 5 to 7 business days under normal operating conditions.
Tracking Notifications: To keep you informed, our system automatically sends shipping confirmation and tracking updates to the email address provided at checkout at key transit milestones, including dispatch, carrier facility arrival, and local out-for-delivery status.
Shipping Delays and Carrier Investigations: If an order exceeds the standard transit timeframe, we will initiate a formal investigation with the respective carrier (DHL, FedEx, or UPS). Depending on the findings of the carrier investigation, we will determine the appropriate resolution, which may include a full refund or a complimentary replacement shipment.
- Payment Methods
We accept secure payments through major global payment providers to ensure a smooth checkout experience. Authorized payment methods available on our website include:
Credit and Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets: Apple Pay and Google Pay, alongside standard electronic wallet solutions supported at checkout.
All transactions are processed securely through our integrated payment systems.
- Right of Withdrawal and Returns (European Customers)
14-Day Withdrawal Period: In accordance with European Union consumer protection laws, customers residing in Europe possess the statutory right to withdraw from their purchase within 14 days of receiving their goods, without providing any reason.
Return Merchandise Authorization: To exercise your right of withdrawal, you must notify us via email at decorative@drapenook.com before the 14-day period expires.
European Return Address: Customers located in Europe must ship eligible returns to the following designated return facility:
European Return Address: XXXX
Condition of Returned Items: Returned items must be unused, in their original condition, and packed in their original packaging to qualify for a refund. Return shipping costs for standard change-of-mind returns are the responsibility of the customer unless otherwise specified by local consumer laws.
- Returns for United States Customers
Return Window: Customers residing in the United States may request a return within 14 days of receipt.
US Return Address: Customers located in the United States must ship eligible returns to the following designated return facility:
United States Return Address: XXXX
Condition of Returned Items: Items must be returned in their original packaging and condition. Return shipping costs for change-of-mind returns are borne by the customer.
- Defective, Damaged, or Incorrect Items
Reporting Issues: If you receive an item that is flawed, damaged upon arrival, or incorrect, you must contact our customer service team via email at decorative@drapenook.com within a reasonable timeframe following delivery.
Evidence and Resolution: To expedite resolution, customers are requested to provide clear photographic evidence of the defect or damage via email.
Exemption from Physical Return: For items verified as damaged or defective via photographic evidence, customers are not required to return the physical item. Upon verification, we will issue a full refund or dispatch a replacement item promptly.
- Refund Processing
Inspection and Issuance: Once a returned physical item is received and inspected at our European or US return facility (where applicable), or once photographic evidence for damaged items has been approved, we will process your refund.
Method of Refund: Refunds will be credited automatically back to the original method of payment used during checkout (such as your Visa, Mastercard, American Express, Apple Pay, or Google Pay account).
Processing Timelines: Depending on your financial institution, funds typically reflect in your account within a standard number of 3-5 business days following processing.