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Frequently Asked Questions

 

What currencies do you accept in the webshop?

We accept Euro.


How can I pay?

We accept VISA, MasterCard, Ideal and PayPal.
We do not charge for use of credit cards.


Can I change or cancel my order?

Yes. Please write to us at sales@studioroof.com in order to cancel or change your order within 24 hours
after placing your order. If your order has been dispatched already, you may return it to us, and we will
refund you the money you paid, excluding transportation costs.


Why haven't I received my order confirmation?

Immediately after you have placed an order online you should receive a confirmation by email. If you
have not received it, please check your spambox. Otherwise, write to us to check if we have received your
order before placing the order for the second time.


When will I receive my order?

You will receive your order within 5 working days. You will receive a track and trace number of your order
via e-mail. If you haven't received your order after one week, please contact customer service by sending
an email to sales@studioroof.com.


What happens when a product is not in stock?

If you have ordered and paid for a product, which turns out to be not in stock, we will contact you as soon
as possible, and in any case before dispatching the remainder of your order. You can then choose another
article, or may opt for a (partial) refund by bank transfer.

Usually, on the product page of an article you can find whether a product is in stock or not. Sometimes
you can pre-order an article. However, when we have to ship in several batches we charge transportation
costs accordingly per batch.


What should I do if a product is damaged or I have received a wrong product?

Please contact immediately our customer service, and we will replace the product or we will refund you,
including transportation costs. If possible, please make a photo of the damage and email it to us.

If we ask you to return a damaged product to our warehouse, we will cover the transport. Please provide
us with documentation for your expenses.

A claim for damaged products can be submitted until 14 days after we have dispatched the product.


Can I return a product – And what is refunded?

We want our customers to be happy with their purchases. If you changed your mind for some reason, you
can return the article within 7 days after receipt. You can send your package to:

Studio ROOF
Veemarkt 183
1019 CG Amsterdam
the Netherlands

After we received your order undamaged and unused in the original box, we will return the full sum paid
for your order by bank transfer.

Please let us know in advance by email that you will send us back something.


I haven't been home at time of delivery

If you weren't home at the moment of delivery, your order will be offered a second time. If the order
cannot be delivered at the second visit the order will be returned to us. We will contact you to ask if you
still want the order to be delivered. We charge transportation costs for the second shipment.


Can I change the purchased product for another item?

Within 7 days you may return a product (see above); we will refund you; and then you can place another
order.


What are the shipping costs?

The shipping costs are dependent on your country and order amount.

Netherlands:
above 30 Euro your shipping will be free. Below this, you will pay a fixed amount of 4,95 Euro.

Germany and Belgium:
above 50 Euro your shipping will be free of charge. Below this, you will pay a fixed amount of Euro 9,95.

Austria, Czech Republic, Denmark, Estonia, Finland, France, Hungary, Ireland, Italy, Luxemburg, Monaco,
Poland, Portugal, Spain, Sweden, Switzerland and United Kingdom:
Above 75 Euro your shipping will be free. Below this, you will pay a fixed amount of Euro 19,95. 

Andorra, Bulgaria, Greece, Guernsey, Jersey, Latvia, Liechtenstein, Lithuania, Norway, romania,
San Marino, Slovakia and Slovenia:
You will pay a fixed amount of Euro 29,95. 

USA and Canada:  
You will pay a fixed amount of Euro 49,95.