Customer Care

SHIPPING + DISPATCH

Orders are shipped with DHL or a similar courier and should take 2-3 weeks to make and dispatch your order. Once the order is dispatched it will take 2-3 days within Germany, 4-7 working days within Europe and up to 10 days to the Rest of World, it depends from which country you order. US orders are sent with DHL  international and arrive in 7-10 days.  

Germany

Standard delivery charge 5€

EU

Standard delivery charge 8€

Norway & Switzerland

Standard Delivery Charge: 15€

World

€20

​If your order cannot be delivered within the timeframe specified, VAN DER NAG will notify you and will try to rectify the situation as quickly and as practically as possible. All new orders are deemed separate and each is treated individually. Please note that VAN DER NAG operates Monday to Friday and not on public holidays and cannot be held responsible for any delays caused by any local customs clearance processes. If a customer has ordered several items at the same time, the products may be delivered at different times. 

TAX & DUTIES

If you order goods for delivery outside of the EU please note that your purchase may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be borne by the customer. It is accepted that VAN DER NAG have no control over additional charges in relation to customs clearance. VAN DER NAG recommends that the customer checks with their local customs officials or post office for more information regarding importation taxes/duties that may be applicable to their online order.

RETURNS

Thank you for ordering at our online shop. I hope you love the pieces that you’ve ordered. If something didn’t work out, you have the chance to return it within fourteen (14) days after delivery date.

Unfortunately since VAN DER NAG is still a small label I don't have access to affordable return services. I would suggest you use your local post service. As long as you notify us of the return within 2 days of delivery, we will be a little patient. 

If you send it by your own method, I highly recommend that you use a method with tracking as we can only take responsibility for items once they are delivered to me and a lost parcel without tracking is not something I can take responsibility for. 

Please send your return items with the return form which was included in your parcel together with the invoice. Please email us at info@vandernag.com in case you have lost your return form and need a new one. 

  • If you would like a different size or colour, please return your unwanted item and place a new order.
  • I do not refund custom made orders
  • For the made-to-order orders I'll refund the price you paid for your item, including sale items back to your original payment method.
  • The goods are your responsibility until they reach my studio, so make sure they're packed up properly and can't get damaged on the way!
  • All goods will be inspected on return. I try hard to accept all returns, and returns to me don't need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, I may have to send it back to you.
  • Make sure you use a postal service that insures you for the value of the items you are returning and obtain proof of posting. 

Please try items on with care and If you decide to return something, ensure that it is in perfect condition. This means:

  • Clean (no deodorant, perfume or make-up stains)
  • Unworn
  • Unwashed

Items returned to me in a non-sellable condition, will not be refunded and may be sent back to you. Note, shipping fees are costs I incur and therefore not refundable. 

 

PLEASE RETURN THE ORDER TO:

VAN DER NAG c/o Nagy 

Nollendorfstr. 19

10777 Berlin

DE- Germany

If you have any questions you can contact me beforehand in the event of a return by sending us an email at info@vandernag.com. 

REFUNDS

Once your return has been received, you will receive a full refund within 14 days. Please note that returns can take up to 21 days to reach me. At peak times the return process may take a little longer.

Returned items will be only credited to the account used to originally purchase the items, less any taxes, import duties or shipping charges incurred.

CARD PAYMENTS

After your return has been processed and approved by me, we will ask your bank to process a refund. Card refunds can take up to 10 working days depending on your bank's processing time – please note that I am unable to influence this.

PAYPAL

After your return has been processed and approved by me, I will credit your PayPal account and the refund will show on your PayPal statement after 3 working days. PayPal payments funded by a credit or debit card will be refunded to that card, and for payments funded with both a card and another funding source, the card portion will be refunded to the card and the remainder to the PayPal account.

I will refund your purchase in € (Euro) and I always use the most up-to-date exchange rate. Please note that depending on your bank’s currency conversion rate, a difference from the original charged sum may occur when your bank refunds your account.