General terms and conditions

  1. General
    These are the general terms and conditions of Felien Geldhof, established as a sole proprietorship in Bavegem under the trade name Atelier Felien with VAT number BE0758.562.962, for its customers with whom Atelier Felien has an agreement.
  2. Description of the agreement
    An agreement between Atelier Felien and the customer is concluded as soon as the order is completed by payment.
  3. Prices
    The prices listed on the website, atelierfelien.eu, are always displayed in euros (€). These prices always include Belgian VAT (21%) and exclude other costs, such as shipping fees. Customs duties, local fees, or other costs of this nature are not the responsibility of Atelier Felien, but of the buyer.
    Prices are available upon request at Atelier Felien at any time.
    The products remain the property of the seller until it has received full and final payment of the price.
  4. Payment
    By placing an order and clicking on the ‘checkout now’ button, the customer enters into an agreement and therefore also a payment obligation with Atelier Felien. Additional costs, such as shipping costs, are clearly stated at checkout.

    The payment options on the Atelier Felien Webshop are currently as follows:
    Bancontact – iDeal – SEPA bank transfer – Card payment

    The order will not go into production until payment has been received.
  5. Shipping & Delivery
    The products will be shipped to the shipping address provided when you placed your order. Please make sure this address is correct. If you notice an error in your order confirmation, please send an email to info@atelierfelien.eu as soon as possible, including your order number.

    Once we have received your order and payment, the products will be manufactured to order.
    Atelier Felien ships products from the “limited stock” category within 5 business days.
    Candles that are made to order—and are therefore not in stock and are not part of the limited stock—will be shipped within two weeks at the latest.
    Ceramics that are made to order and are therefore not in stock, or are not part of the limited stock, are normally shipped within 8 weeks, unless otherwise indicated.
    The delivery time for both custom candles and ceramics may vary depending on the size of the order, the total number of orders, and the details of the requested customizations. Atelier Felien always strives to keep this delivery time as short as possible without compromising the quality of the products.

    When placing an order that includes both in-stock (limited stock) and made-to-order items, the entire order will be shipped once the made-to-order items are ready. Unless the customer requests otherwise and agrees to cover both shipping costs.

    If there is a delay and the delivery times listed above can no longer be met, Atelier Felien will clearly communicate this to you. You will receive a notification in any case when your order is shipped or ready for pickup.
    If your order needs to be made and shipped urgently, please contact us first to see if this is possible. We will look at the options together.

    Atelier Felien products are shipped via Bpost, PostNL, or Mondial Relay. Atelier Felien accepts no liability for significant delays in delivery caused by the postal services.
    Vacation periods are also announced in good time so that you still have plenty of time to place an order.

    If an order cannot be delivered due to:
    • an incorrect address
    • the customer's absence
    • picking it up late at a pickup point, post office, or other location
    In that case, only the cost of the products will be refunded, provided they are non-personalized items. Shipping costs will not be refunded.
  1. Force majeure
    Atelier Felien makes every effort to ensure the shortest possible delivery times. However, as Atelier Felien is a sole proprietorship, there may be delays in exceptional cases due to circumstances beyond our control. You will be notified of this in a timely manner.
  2. Right of Withdrawal
    If your Atelier Felien order does not meet your expectations, you can return it within 14 days.
    Returns will be accepted if the product is in good condition and in its original packaging. For example, candles must not have been lit. The purchase price will be refunded after receipt of the return shipment. Shipping and return shipping costs are the responsibility of the customer.
    Atelier Felien reserves the right to refuse returns if there is reason to believe that the item has already been used or if the item has been damaged as a result of the return shipment.
    Atelier Felien also reserves the right to refuse returns if the items are not returned within 14 days of the order’s delivery. Furthermore, if the customer refuses to pay any additional costs, such as customs fees, the customer is not entitled to the right of withdrawal.
  3. Exclusion of withdrawal
    Atelier Felien offers customization options, which may include specific candle details such as color, a scent and color combination, or other customizations, etc. In addition, we also create custom ceramics tailored specifically to the customer’s preferences, such as a specific color, shape, or text (name, quote) on the ceramic piece. These products are excluded from the right of withdrawal.
  4. Safety regulations
    The customer undertakes to always follow the safety instructions when using Atelier Felien candles. These safety instructions are included with every order and are also available at https://atelierfelien.eu/veiligheidsvoorschriften/.
  5. Complaints
    If you have a complaint about a purchased Atelier Felien product, you can always contact us. Please send it by email to info@atelierfelien.eu with a detailed description of the problem and visual material. This complaint will be reviewed within 5 working days and you will be contacted for further steps.
  6. Privacy
    Continue to the Privacy Policy van Atelier Felien.

    Date of these Terms and Conditions: May 14, 2026
    You can download the general terms and conditions here

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