Welcome to Faye&Calla Co. The terms “we”, “us” and “our” refer to Faye&Calla Co. We operate this store and website, including all related information, content, features, tools, products and services, in order to provide you with a curated shopping experience (the “Services”). Faye&Calla Co is powered by Shopify, which enables us to provide the Services to you.

These Terms of Service (“Terms”), together with any policies referenced herein, describe your rights and responsibilities when you access or use the Services. By visiting, interacting with, or using our Services, you agree to be bound by these Terms and our Privacy Policy.

If you do not agree to these Terms or our Privacy Policy, you should not use or access the Services.

Table of Contents

1. Definitions
2. Identity of the entrepreneur
3. Applicability
4. The offer
5. The agreement
6. Right of withdrawal
7. Consumer obligations during the reflection period
8. Exercising withdrawal and return costs
9. Our obligations in case of withdrawal
10. Exclusions from the right of withdrawal
11. The price
12. Compliance and extra guarantee
13. Delivery and implementation
14. Duration transactions
15. Payment
16. Complaints procedure
17. Retention of title
18. Additional or deviating provisions

Article 1 – Definitions

Additional agreement: An agreement whereby the consumer acquires products, digital content and/or services in connection with a distance contract and these are provided by the entrepreneur or by a third party on the basis of an agreement between that third party and the entrepreneur.

Reflection period: The period within which the consumer may exercise the right of withdrawal.

Consumer: The natural person who does not act for purposes related to his trade, business, craft or professional activity.

Digital content: Data that is produced and delivered in digital form.

Duration contract: An agreement that extends to the regular delivery of goods, services and/or digital content for a certain period.

Durable medium: Any tool (including email) that enables storage of information addressed personally to the consumer or entrepreneur for future consultation and unaltered reproduction.

Right of withdrawal: The possibility for the consumer to cancel the distance contract within the reflection period.

Entrepreneur: The natural or legal person who offers products, (access to) digital content and/or services to consumers from a distance.

Distance contract: An agreement concluded within an organised system for distance sales, using one or more techniques for distance communication up to and including conclusion of the agreement.

Technology for distance communication: Means that can be used to conclude an agreement without the consumer and entrepreneur being in the same room at the same time.

Article 2 – Identity of the entrepreneur

Article 3 – Applicability

These general terms and conditions apply to every offer made by the entrepreneur and to every distance contract concluded between the entrepreneur and the consumer. Prior to conclusion, the terms will be made available to the consumer. If the contract is concluded electronically, the terms may be provided electronically in a way that allows storage on a durable medium.

If specific product or service conditions also apply, the consumer may rely on the provision that is most beneficial to the consumer in the event of conflict.

Article 4 – The offer

If an offer has a limited period of validity or is subject to conditions, this will be explicitly stated. The offer contains a complete and accurate description of the products, digital content and/or services offered. Obvious mistakes or errors in the offer are not binding.

Article 5 – The agreement

The agreement is concluded at the moment the consumer accepts the offer and meets the corresponding conditions. If acceptance occurs electronically, we will confirm receipt electronically. We take appropriate technical and organisational measures to secure electronic data transfer and maintain a safe web environment.

We may refuse an order or attach special conditions to implementation where permitted by law. We will provide key information on a durable medium, including complaint contact details, withdrawal conditions (or exclusions), pricing (including taxes), delivery costs where applicable, and termination requirements for longer-duration contracts.

Article 6 – Right of withdrawal

The consumer may dissolve an agreement regarding the purchase of a product without stating reasons during a reflection period of 14 days.

The reflection period commences on the day after the consumer (or a third party designated by the consumer who is not the carrier) receives the product. For split deliveries, the period begins after receipt of the last shipment/part. For multiple products in one order, the period begins after receipt of the last product.

For services and digital content not supplied on a tangible medium, the consumer may dissolve the agreement within 14 days after conclusion, subject to applicable legal exceptions and consent requirements.

In addition to your statutory rights, we offer a voluntary 30-day return request period. You can ask to return an eligible item within 30 days after receiving it. This voluntary offer does not restrict the legal right of withdrawal or your rights if a product is faulty, damaged or not as described.

Article 7 – Consumer obligations during the reflection period

During the reflection period, the consumer shall handle the product and packaging with care and may only unpack or use the product to the extent necessary to determine the nature, characteristics and functioning of the product. The consumer is liable only for depreciation resulting from handling beyond what is permitted.

Article 8 – Exercise of the right of withdrawal and costs

If the consumer exercises the right of withdrawal, the consumer must notify us within the reflection period by email to Info@FayeCalla.com, stating at minimum the order number and the products/services concerned.

The consumer shall return the product as soon as possible, and no later than 14 days after the day following the withdrawal notification, unless we offer to collect the product. The consumer bears the direct costs of returning the product, unless explicitly stated otherwise.

Article 9 – Our obligations in case of withdrawal

We will reimburse all payments made by the consumer, including any delivery costs charged for the returned product, without delay and within 14 days following the day we receive the withdrawal notification. We may wait to reimburse until we have received the product or the consumer demonstrates that it has been returned, whichever is earlier, unless we offer collection.

Reimbursement will be made using the same payment method used for the original transaction unless otherwise agreed.

Article 10 – Exclusion of right of withdrawal

We may exclude certain products and services from the right of withdrawal where legally permitted, provided this is clearly stated in the offer prior to conclusion. This may include (without limitation) custom-made products, sealed hygiene items after unsealing, and digital content not supplied on a tangible medium where performance began with the consumer’s express prior consent and acknowledgment of loss of the right of withdrawal.

Article 11 – The price

Prices stated in the offer include VAT unless stated otherwise. Prices will not be increased during the validity period of an offer, except for changes in VAT rates or where permitted by law under the conditions described in these Terms.

Article 12 – Compliance and extra guarantee

We ensure products and/or services comply with the agreement and reasonable expectations of soundness and usability. Any additional guarantee does not limit the consumer’s legal rights.

Article 13 – Delivery and implementation

We will take the greatest possible care when receiving and executing orders. Accepted orders will be executed with due speed, but no later than 30 days unless a different delivery period has been agreed. Risk of damage or loss rests with us until delivery, unless expressly agreed otherwise.

Article 14 – Duration transactions

Consumers may cancel indefinite-duration agreements at any time with a notice period of no more than one month. Fixed-term agreements may be cancelled at the end of the term in accordance with applicable rules on renewal and cancellation.

Article 15 – Payment

Unless otherwise stipulated, amounts owed must be paid within 14 days after the start of the reflection period, or in the absence of such period within 14 days after conclusion of the agreement. We may charge statutory interest and collection costs within legal limits after notice and a 14-day grace period for late payment.

Article 16 – Complaints procedure

Complaints about performance of the agreement must be submitted fully and clearly described within a reasonable time after discovery. We will respond within 14 days of receipt, or confirm receipt and provide an expected timeline if more time is required.

Article 17 – Retention of title

Ownership of delivered products transfers to the consumer only after full payment. Risk transfers to the consumer at the time of delivery.

Article 18 – Additional or deviating provisions

These Terms are governed by Dutch law. We may amend these Terms by publishing an updated version. In the event changes apply during the term of an offer, the provision most favourable to the consumer shall prevail where required by law.