FAQs
Questions about your order or products? Send a message here
For stockists and collaborations please send an email to info@hotelmagique.com
UK DELIVERY DELAYS, HIGHER SHIPPING PRICES AND ADDITIONAL COSTS
Since Jan 1st 2021 UK orders are now international shipments. This means shipping prices will go up and, as with all international shipments, new local taxes and duties may be added, for which we cannot be held responsible (DAP). Please note that this could involve some delay of the consignment, as the goods are retained and checked at customs. From this point, it is your responsibility to contact the carrier and pay for the added additional costs. If you deny the parcel and request a refund after the parcel has been returned to our address this will not include paid shipping costs and any additional costs charged by the carrier for refusing the parcel.
ARE THE PRINT COLORS EXACTLY THE SAME AS THE COLORS ON MY SCREEN?
We do our best to display all artworks accurately, but since each screen is different, colors may come out a little different when you see them in print. The machines our printers work with continuously adjust themselves to find the perfect color, but since each color is build up form 4 colors each print might have slight color differences.
WHAT ARE THE ART PRINT SIZES IN INCHES?
Size A4 in inches = 8.26 x 11.69 inches
Size A3 in inches = 11.69 x 16.53 inches
Size A2 in inches = 16.53 inches x 23.39 inches
Size A1 in inches = 23.39 x 33.11 inches
DO YOU ACCEPT INTERNATIONAL ORDERS?
Yes, we do! We ship almost worldwide. Is your country not listed than unfortunately the shipping companies we work with do not (yet) ship here.
SHIPPING METHODS AND COSTS
A3 and A4 art prints will be sent in a cardboard envelope. Framed art prints and loose frames will be wrapped with extra care: we place extra cardboard in front of the glass before being wrapped in layers of bubble wrap and packaged in a special cardboard box. Art prints will not fit through your mailbox since we choose to use packages that keep your order unharmed, but this also makes it more expensive to ship. The only orders that will fit through your mailbox are greeting cards, which make them cheaper to mail.
A1, A2 and prints and Magique one-offs will be sent in an extra heavy cardboard tube.
When ordering multiple products, your package will be heavier and bigger, and therefore shipping costs might be higher. The right shipping method and price will automatically be calculated for you when you place your order.
We do not cover the costs of individual countries import taxes and this is not included in your shipping costs.
WHEN WILL YOU SEND MY ORDER?
We send out your orders with exception to orders (excluding A1 and A2 art prints) within 48 hours from Mondays through Fridays.
HOW ABOUT A1 and A2 PRINTS?
A1 and A2 size art prints will be printed once we've received your order. Since we are using special paper which might not always be available in this odd size please keep in mind we will send the A1 and A2 prints within one week after your purchase. We do not offer the option to have your A1 and A2 print framed since we are not able to ship this size of glass frame safely.
MAGIQUE RUGS
Very excited to be working together with STITCH who are the ones making our rug-dreams come to life! STITCH will start creating your rug once ordered, give it up to 3 weeks before shipping directly from the STITCH HQ in Casablanca, Morocco to your doorstep. All rugs are manufactured by robotic tufting-arms, inserting threads of wool onto a fabric base. A natural latex is then applied to the backing, before being snipped and prodded to give it a luxurious finish.Your rug will need regularly vacuuming during the first month. In the event of stains, clean the rug with a cloth to avoid the stain from drying. Sprinkle some baking soda onto the stain afterward to ensure that extra moisture is absorbed away from the fibers. Dropping a pinch of essential oil into the powder mix will have your rug smell naturally delicious. Vacuum the powder away after a few minutes. Professional rug cleaning is adviced for deeper cleaning if necessary. All this and more info will be attached to the back of your rug.
TRACK MY ORDER
After shipping, you will receive an email with your tracking details. Please check your spam folder if you haven't received any email. Also no email in your spam folder? Send an email to info@hotelmagique.com including your order number and we'll email you the tracking link of your shipment.
Please note that orders with only greeting cards fit through your mailbox, this means you will not receive a track&trace code. Please calculate down here how long your package will take and keep an eye out at your mailbox.
WHEN WILL MY ORDER BE DELIVERED
The Netherlands 1 - 2 working days after shipping
Europe approx. 2 - 5 working days after shipping
Worldwide approx. 2 - 10 working days after shipping
WHAT'S KEEPING MY PARCEL
If your parcel does not arrive or you get impatient, please contact us at info@hotelmagique.com. Please remember to include your order number.
HOW ABOUT FAULTY/DAMAGED ITEMS?
Please check your items once they have arrived. Should you receive a faulty/damaged item please send an email to info@hotelmagique.com including a picture of your damaged good(s).
We will either resend the damaged goods (shipping costs on us) or refund these items.
RETURN POLICY
Magique one-offs, A1 and A2 prints and magique rugs are non-refundable.
All other articles bought from www.hotelmagique.com are fully refundable within 30 days upon receipt. The goods must be returned unused and in the same condition as they were upon receipt and with the original packaging. Please make sure to use a trackable shipping method. We are not responsible for any lost packages.
You have a right to return your order within 30 days from the day you;
a) received your item
b) received the final item from one order with items delivered separately.
If you wish to return your order you must let us know within 14 days of reception and have return the items within another 14 days.
You cannot undo your purchase by only refusing to receive it but must inform us clearly first at info@hotelmagique.com
You can send the item(s) back to Hôtel Magique:
Hôtel Magique
Conservenweg 116
2371 DT Roelofarendsveen
The Netherlands
You are responsible for all return shipping costs unless you received the faulty item or your item is damaged. The items and their condition are your responsibility until the moment we receive them in our warehouse. We can’t refund damaged or used products. We will send you an email to confirm your return has been received and refund processed.
Your refund (minus shipping costs) will be credited back via the original method of payment. Please allow up to 5 workdays for your refund to appear on your bank statement.
Your refund (minus shipping costs) will be credited back via the original method of payment. Please allow up to 5 workdays for your refund to appear on your bank statement.
CUSTOMS DUTY
If you order from a country outside the EU local taxes and duties may be added, for which we cannot be held responsible. If this is the case the carrier will contact you. Please note that this could involve some delay of the consignment, as the goods are retained by the customs. From this point, it is your responsibility to contact the carrier and pay for the added additional costs.
OUT OF STOCK
While we do our best to keep all items on our website in stock, there may be instances when an item is unavailable. In this case, please feel free to email us about your interest in our products and we'll let you know the date the item is expected back in stock.
CAN I USE IMAGES FROM MY CUSTOM MADE ORDER FOR A LOGO, WEBSITE, ON MY BLOG ETC.?
All images used are the sole property and copyright of Hôtel Magique and cannot be used for personal logo design or reproduction outside of Hôtel Magique. All illustrations (custom and template) are copyright Hôtel Magique and may not be reused without permission.
COLLABORATIONS
Due to many requests to collaborate where we receive emails from influencers looking to redecorate their home our point of view has changed after a certain amount of requests. If you really love our products it should be worth the purchase. We love collaborations, but for us collaborating means something more exciting, something where we can create magique together.
Check out our latest collaborations here.
HÔTEL MAGIQUE COMPANY DETAILS
Company address: Conservenweg 116, 2371 DT Roelofarendsveen, The Netherlands
Hôtel Magique KvK number: 34368627
Hôtel Magique VAT number: NL188253373B01
info@hotelmagique.com