ATELIER ODETTE
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Shipping and returns

Shipping and Returns

You cannot check out directly on this site. If you see work you are interested in, please contact us and we will finalize the arrangement by email. Below you can read how that works and what your rights are. This page is part of the general terms and conditions of Atelier Odette; where this page and the general terms and conditions overlap, the general terms and conditions apply.

How a purchase works

  1. You let us know what you are interested in. Send an email to info@atelierodette.com (or use the contact form) with the work you have in mind and the address where it should be sent.
  2. We send you an offer. It will include the price of the work including VAT, shipping costs, and when you can expect it. We also let you know if the piece is still available.
  3. You confirm (or ask for more information). The purchase is only concluded when you give written agreement on the price, shipping costs, and delivery time. Until then, you are not committed to anything and owe nothing.
  4. Payment and shipping. After your agreement, you will receive an invoice with payment details. Once payment is received, we will prepare the work for shipment.

The prices for the work are inclusive of VAT and exclusive of shipping costs. They apply subject to availability and obvious mistakes. The price stated in our email offer is the price that applies; once you have confirmed it, it is fixed.

Because the purchase is concluded by email, it is a distance agreement. You therefore have the same rights as with a webshop, including the right of withdrawal mentioned further down on this page.

Shipping

Where we ship

We ship to most countries in Europe. For orders outside this area, please contact us first by email at info@atelierodette.com.

Shipping costs

Ceramics are heavy and fragile, so shipping costs depend on weight, package dimensions, and destination country. We calculate costs per order based on current carrier rates. You will receive the exact amount from us by email or phone, including VAT, before the order is final. Pickup in Leiden is free (by appointment).

Delivery time

Ceramics are handmade: drying, biscuit firing, and glaze firing take time. How quickly we can deliver therefore varies per piece and per order. We will let you know when you can expect your order, either in the product description or in our confirmation. After shipment, you will receive a track-and-trace code by email.

If a delivery is unexpectedly delayed, we will inform you as soon as possible. In any case, we will deliver within 30 days of your order, unless we have agreed otherwise. If we cannot, you may cancel the order free of charge and we will refund the full amount.

Packaging and risk

Ceramics are fragile, so we package each piece carefully and as much as possible in recyclable materials. Until the moment you (or someone you have appointed for this purpose) take delivery of the package, the risk of damage or loss lies with Atelier Odette.

Delivery address

We deliver to the address you provide with your order. Please check this address carefully: if you provide an incorrect address, we may charge additional shipping costs for a second shipment.

Pickup

Pickup is available by appointment in Leiden and is free.

Arrived damaged or incomplete

If your order arrives damaged, please report this as soon as possible, preferably within 48 hours of receipt, via info@atelierodette.com. Please send photos of both the product and the packaging, and keep the packaging until we have processed your report. We will then provide a replacement piece or refund the purchase price including shipping costs. This is separate from your right of withdrawal below and costs you nothing.

Return within 14 days (right of withdrawal)

You may return your order within 14 days of receipt without giving any reason.

How it works:

  1. Notify us. Within 14 days of receipt, send an email to info@atelierodette.com, or use the model form at the bottom of this page. You do not need to give a reason, but we would be happy to hear one.
  2. Send it back. You then have another 14 days to return the product. Pack the ceramics securely, preferably in the original packaging, with all supplied parts.
  3. We refund. Within 14 days of notifying us of the withdrawal, we will refund the purchase price, including standard shipping costs for the outbound shipment. We may wait to do this until we receive the product back or until you can prove you have returned it. Refunds are made via the same payment method you used to pay, unless you agree otherwise with us. We do not charge any fees for this.

Costs and risk of return shipment The costs of returning the item are your responsibility. What that costs depends on the weight of the package and the carrier you choose. The risk of the return shipment lies with you, so we recommend you send it insured and keep the shipping receipt. If you chose a more expensive shipping method than our standard shipping, we will not refund the difference.

Handling the product during the cooling-off period You may unpack and inspect the product as you would in a store. If you use it beyond that and it diminishes in value as a result, we may deduct that loss of value from your refund.

When the right of withdrawal does not apply

The right of withdrawal does not apply to the following:

  • Custom work and bespoke items: pieces we make specially for you according to your specifications or that are clearly intended for you personally (for example, custom tableware, a personalized inscription, or a chosen glaze combination). We always mention this clearly in the order confirmation.
  • Workshops and other activities with a fixed date: these are subject to the cancellation terms you receive upon registration.

Exchanges

Would you prefer to exchange rather than return? Contact us via info@atelierodette.com. Because almost all our work is unique, we cannot always offer a comparable piece; we will look together at what is possible. Exchanges fall outside the statutory right of withdrawal and are an extra service from us.

Handmade work

Each piece is hand-formed and glazed. Small differences in color, glaze flow, size, and shape are part of this and are not defects, but rather the hallmark of handwork. The photos on the site represent the work as truthfully as possible; colors may appear slightly different on your screen. For unique pieces, we mention dimensions and any special features in the product description.

Questions or complaints

Feel free to contact us:

Atelier Odette Herengracht 110, 2312 LG Leiden, Netherlands info@atelierodette.com +31 6 41 50 59 63 Chamber of Commerce 27337568 · VAT NL1867.30.093.B.01

We will respond to your complaint within 14 days. If we cannot resolve it together, you can also submit your complaint via the European ODR platform: https://ec.europa.eu/consumers/odr.

Model form for withdrawal

(Only fill in and return if you wish to withdraw from an agreement. You can also simply send us an email.)

To: Atelier Odette, Herengracht 110, 2312 LG Leiden, info@atelierodette.com

I/we () hereby notify you that I/we () withdraw from our agreement for the sale of the following products:

  • Ordered on () / received on (): ..............................
  • Name of consumer(s): ..............................
  • Address of consumer(s): ..............................
  • Signature of consumer(s) (paper form only): ..............................
  • Date: ..............................

(*) Strike through what does not apply.

Terms updated on: 2026-08-30.