Terms of service

Terms and Conditions

1. Who we are This online shop, https://shop-elegance.com/, is run by Norel (eenmanszaak), trading as Zemrane, Randweg 1, 6045 JK Roermond, the Netherlands. Chamber of Commerce (KvK) 42054835 · VAT NL005459800B36 · info@zemrane.com · +31 6 46745362. We sell clothing under the Elegance label. In these terms, "we" means Norel and "you" means the customer.

2. When these terms apply These terms apply to every order placed on our website. Our Return Policy, Shipping Policy and Privacy Policy also apply and are part of these terms. You can read, save and print these terms at any time. For each order, the version that was on the website on the day of your order applies. If you buy as a consumer, nothing in these terms limits the rights the law gives you.

3. Our offer and prices We describe our products and show their colours as accurately as we can. Small colour differences caused by your screen are possible. All prices are in euros and include VAT. Shipping within Europe is free; any shipping cost for other countries is shown before you pay. Prices may change for future orders, but the price shown when you order is the price you pay.

4. How your order becomes a contract Your order is final when you click the payment button and complete payment. We then send you an email confirming your order; at that moment the contract is concluded. If a product turns out to be out of stock, or the website showed an obvious error in price or product, we may cancel the order. We will tell you by email straight away and refund the full amount within 14 days.

5. Payment You pay through the payment methods shown at checkout. Payments are processed securely by Shopify Payments and its partners; we never see or store your full card details.

6. Delivery We ship from the Netherlands. Orders placed before 21:00 on a working day are usually delivered the next working day in the Netherlands, and in about 3 working days elsewhere in Europe. These times are an estimate. If we cannot deliver within 30 days, you may cancel the order and we refund you in full straight away. The risk of loss or damage passes to you once you or someone you named receives the parcel.

7. Right of withdrawal (returns) As a consumer you may cancel your purchase within 14 days after receiving it, without giving a reason. Click "Withdraw from contract here" at the bottom of every page or in your order confirmation email, or email info@zemrane.com. You then have 14 days to send the items back. Returns from the Netherlands and Belgium are free with our label; from other countries you pay the return shipping yourself. We refund the full price, including the standard delivery cost, within 14 days of your request. Full details, including free returns from the Netherlands and Belgium, free size exchanges and the model withdrawal form, are in our Return Policy.

8. Faulty items (legal guarantee) Our clothes must be as described and of normal quality when you receive them. If an item has a manufacturing fault, such as a seam that comes loose or a fabric defect, or you received the wrong item, we repair, replace or refund it under the legal guarantee. This covers faults that were already there at delivery, for up to 2 years, but not normal wear and tear, damage from use, or washing contrary to the care label. Please tell us as soon as you notice the problem, and in any case within two months, with a photo, at info@zemrane.com. We pay the shipping costs for faulty items.

9. Complaints We want you to be happy with your order. Send any complaint to info@zemrane.com with your order number. We confirm receipt within 2 working days and give you a full answer within 14 days. If we cannot resolve it together, you may take the dispute to the competent court.

10. Liability We are liable as the law provides. We are not liable for damage caused by using a product for something it is not meant for, or contrary to its care instructions. Nothing in these terms limits our liability for death or personal injury, for damage we caused intentionally or through gross negligence, or any other liability that cannot be limited by law.

11. Using our website All photos, texts, logos and designs on this website belong to us or our licensors. You may not copy or use them commercially without our written permission. Please do not misuse the website, for example by trying to break its security or by placing fake orders.

12. Your personal data We use your personal data only as described in our Privacy Policy.

13. Changes to these terms We may update these terms. Changes never apply to orders placed before the change.

14. Applicable law and courts Dutch law applies to these terms and to every order. If you are a consumer living in another country, you keep the protection of the mandatory consumer law of that country. You may bring a dispute before the court where you live or before the competent Dutch court.

15. Customers in the United Kingdom If you live in the United Kingdom, you have the same 14-day right to cancel under the Consumer Contracts Regulations 2013, and your rights under the Consumer Rights Act 2015 are not affected by these terms.