FAQ & Policies

Title banner FAQ and policies

PAYMENT

How can I pay my order?
You can pay your order with PayPal. “But I don’t have a PayPal account!” You can also pay with a credit card, if you have one. Or do it the old fashioned way and pay via Direct Bank Transfer where you manually transfer money to our bank account.

I’m from The Netherlands and would like to use iDeal to make a payment. Is that possible?
Unfortunately this website doesn’t yet support iDeal. To make a payment you can use PayPal (you can create a PayPal account even if you don’t have a credit card) or go to my Etsy shop: www.thegloomylight.etsy.com . Because iDeal payments are accepted there 🙂

I only want to support you, not Etsy! And I’d still like to use iDeal.
Aww, that’s sweet! In that case, I can send you a payment request with Tikkie. Contact me if you’d like to place an order and pay this way.

REFUNDS AND EXCHANGES

I don’t like the product I bought. Can I get my money back?
Aww, that’s too bad 🙁 But, yes, unless it’s a virtual/digital product or a custom order (read more about that below) you can get your money back! If you return the product to me within 14 days I will transfer the purchase amount (excluding shipping costs) to your account. When you would like to return a purchase/product, please send me a message first, so I know you’ve sent it within the 14 days time span.

Can I return digital products?
No, sorry. It isn’t possible to return a digital file, so when purchasing a digital product from any of my webshops you agree that you can’t get a refund or return the product.

What about custom orders? Can I get a refund on those?
Since the product was made especially for you, you agree upon purchase that you can’t get a refund or return the product. If you don’t like what you got, please contact me and we’ll work it out. But I’ll always communicate clearly and give you updates about the progress of your custom order when you order one 🙂

My purchase got to me broken. What can I do?
When the item you received got to you damaged, it’s possible to get a refund. I will ask for a photograph of the damage and then assess if a refund is in order. The refund concerns the price of the product, the shipping costs not included.
If you choose to keep the product, send me a message and maybe I’ll be able to help you repair the product from a distance 🙂

SHIPPING

How much does shipping cost?
You can have the shipping costs calculated for your order at the checkout page.

How long does it take before I get my order?
It usually takes 5-7 working days for me to prepare and ship your order, unless stated otherwise with the product. From then shipping times depend on where you live and if the package has to go through customs. Generally, shipping within The Netherlands takes 1-2 working days, inside the EU takes 3-5 working days and the rest of the world takes 10 – 30 days.

Where do you ship?
Worldwide! Or at least all countries that have a postal service.

I love me some packaging! What does yours look like?
That makes two of us! I always try to make the packaging something special, because who doesn’t love getting presents? (Even if they’re paid by you.) I generally ship items that fit through the opening of a mailbox in a padded envelope, waterproof and protected from mailmen throwing with too much enthusiasm. Larger products are shipped in boxes filled with proper filling to protect your purchase. And of course I’ll make something special of the product presentation 😉

LIABILITY

Are you responsible for any harm done to me with one of your products?
No, The Gloomy Light is not responsible for any harm done to you. But of course I’ll make my products as safe as possible! However, when you burnt yourself with candlewax or got a papercut, well, I honestly won’t be able to help you with that.

What about harm done to my personal possessions or any immaterial damages?
The Gloomy Light and their employees are not responsible for any harm done to or losses of your personal possessions or immaterial properties. We are not be liable for any loss of business, loss of revenue or profits, loss of goodwill, lost opportunity, or any indirect, special, exemplary, consequential, incidental or punitive loss or damage whatsoever

DATA PROTECTION & PRIVACY AGREEMENT

What do you do with my personal information?
We do not share or distribute your personal info with any other third party without your permission. We may use a third party company to fulfil your order. In this case, we will need to share your personal information with them; specifically, your name, address and (if provided) telephone number. By placing an order, you consent to our sharing your details with such third party for the purpose of fulfilling your order only. (At the moment, we use WooCommerce to process all orders and PayPal for payments and we’ll share the needed information with them.) We only use your personal information to complete the order process.

To improve our website and services we also use Google Analytics to gather statistics. These are stored on the Google Analytics website. We use (Google Analytics) cookies to gather this information. To ensure your privacy, we’ve enabled the anonymisation of all IP-adresses gathered.

How long is my personal info stored?
We’ll store your information as long as needed to completely finish the purchase procedure. How long that is, depends on the kind of purchase you made. For digital orders the purchase procedure ends after the download of the digital product.

For physical orders, we keep the info until after shipping the product + 3 months (in case there’s something wrong with the order when arriving at your doorstep). If something’s up with the product you bought and you have a right to a new product, we’ll treat that as a new purchase information-wise. So after shipping the replacement product, we’ll store your info for another 3 months.

For custom orders, the length of storage-period depends on the time it costs to design, make and ship the product. After shipping the custom order, we’ll keep your info stored for another 3 months.

We’ll need your login information as long as you have an account on this website. If you delete your account, we’ll delete your personal info too.

Can I retrieve the personal information of me you’re storing?
Yes, you can! Since the new GDPR data protection law (dutch: AVG) you can always ask us to send you the personal information we’ve got stored of you. Just send an information request via the contact form.

Is my personal information protected from missuse, loss, and unwanted publication?
We take your privacy very seriously and we take appropriate measures to keep all your personal information safe. If you suspect that the information we gathered about you on this website isn’t properly guarded, please contact us and let us know your concerns.

 

TERMS AND CONDITIONS REGARDING CUSTOM ORDERS, ILLUSTRATION AND/OR DESIGN COMMISSIONS

The terms and conditions for custom orders, illustration and/or design commissions can be downloaded here as a PDF file.