FAQs, Shipping & Terms

Shipping costs Australia and New Zealand

Clause 1. | General
1.1 The General Terms and Conditions of Hôtel Magique apply to all offers, products, orders, agreements and deliveries of Hôtel Magique. By ordering an item you agree to these conditions, please read through them carefully before placing an order. If you have any queries relating to these conditions, please contact us at frontdesk@hotelmagique.com

  

1.2 Print sizes in inches
Clause 2. | Agreement and Order
2.1 The agreement becomes binding at the time you place your order. Hôtel Magique will process your order after you have paid. Until that time, Hôtel Magique will remain the full owner of the product(s).  

2.2 Once your order is processed you will receive a confirmation e-mail confirming that your payment is accepted along with the details of your order. If you need an invoice including VAT please e-mail to frontdesk@hotelmagique.com Magique one-offs, A1 and A2 prints and magique rugs are non-refundable.

  

2.3 Magique rugs are created on demand by STITCH in Morocco, and will be shipped directly from their production address in Casablanca. 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.  We do not cover the costs of individual countries import taxes and this is not included in your shipping costs, see clause 5.2.  Magique rugs are non-refundable.

  
2.4 If a product does not meet your expectation and the mentioned specifications you may return it (see clause 6), but it may not be a reason to file a claim.

Magique one-offs, A1 and A2 prints and magique rugs are non-refundable.

Clause 3. | Payment and Payment Methods
3.1 You can choose from the following secure payment methods: Ideal, Bancontact, PayPal and Credit card; AMEX, Mastercard and VISA.  

3.2 If Hôtel Magique posts, accidentally, an incorrect price on the website – and it is clear that it is a mistake – we have the right to adapt. Even though you already ordered the article.  

3.3 All product prices shown on hotelmagique.com are including Dutch taxes but excluding shipping costs.

3.4 All your credit card information such as credit card number, expiration date etc. are automatically transferred via an encrypted secure system to the paymaster without crisp sheets.com or others having access to the data. Even for possible refunds, the complete credit card information cannot be seen. If you pay with Visa or Mastercard additional protection is provided by special authentication methods (Verified by Visa or Mastercard Secure Code

   

Clause 4. | Shipping

4.1 Hôtel Magique will send the order as quickly as possible after payment of the agreement. Hôtel Magique ships from Monday to Friday and always strive to make sure you get your order in the estimated shipping time. If this is not possible, for whatever reason (because an article is temporarily out of stock or if post services are on a strike) you will be notified about this immediately.

We do not cover the costs of individual countries import taxes and this is not included in your shipping costs, see clause 5.2.

4.2 A3 and A4 art prints are shipped with our magique cardboard envelopes. Art prints will not fit through your mailbox since we choose to use packaging that keeps your purchase unharmed, what also makes it more expensive to ship. Framed art prints and frames are packaged in a cardboard box. 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, see clause 5.2.

Clause 5. | Delivery

  

5.1 Hôtel Magique delivers to most European order via courier services DPD, depending on your order. For all orders consisting only of A1 or A2 prints or rugs are shipped directly from our printer in the Netherlands or STITCH rugs in Morocco. A1 and A2 size print orders are carried out by Fedex, UPS and DHL. Rugs are shipped with a local shipping company. All other international orders are via courier service Fedex/TNT.

  

5.3 If you accidentally entered an incorrect delivery address or are not home when the courier service has tried to deliver the package – and there are therefore extra costs – Hôtel Magique holds the right to calculate these additional costs on to you.

5.4 Hôtel Magique will send the order as quickly as possible after payment of the agreement. Hôtel Magique ships from Monday to Friday and always strive to make sure you get your order in the estimated shipping time. If this is not possible, for whatever reason (because an article is temporarily out of stock or if post services are on a strike) you will be notified about this immediately.

    

5.5  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 frontdesk@hotelmagique.com including your order number and we will email you the tracking link of your shipment.
  
5.6 Up to and including the delivery Hôtel Magique bears the responsibility for the order. After the delivery, the responsibility will be transferred to you.

5.7 In case a product does not arrive within the estimated arrival date it is not possible to make a claim. However, Hôtel Magique will always do everything in its power to make sure your order arrives on time.

Clause 6. | Approval period
6.1 Hôtel Magique strives that all customers are happy with their purchase.

Every artwork is created by hand with brushes, paint, pencils and ink and include details that can not be created with a computer. This includes little drops of paint and imperfections which we adore and should be showing.

We advise you to check the quality and the quantity within fourteen workdays. If something is not correct please send an e-mail to frontdesk@hotelmagique.com

Clause 7. | Returns & Exchanges  
7.1 We hope you will be satisfied with your purchase. If for some reason you are not, you have fourteen days from the date you received your order to return the product. Magique one-offs, A1 and A2 prints and magique rugs are non-refundable.

7.2 Please make sure your order details (order number, name, address) are included in your return parcel.

7.3 You can send the package to:

  

Hôtel Magique

Conservenweg 116

2371 DT Roelofarendsveen

The Netherlands 

  

7.4 The costs and responsibility of the return shipment is the responsibility of the customer (unless the shipment is a faulty item). 

Make sure the return parcel is shipped with a track & trace number since we can not refund damaged or lost parcels.

7.5 If goods are used, worn, damaged or incomplete we have the right to refuse returned items.

7.6 The refund will take place after receipt and inspection within 14 working days from the day that you returns package arrived back in our warehouse.

7.7 Hôtel Magique can only transfer the refund to the account where the original payment came from.

Clause 8. | Warranty
8.1 After the fourteen-day approval period (clause 5.1) Hôtel Magique gives a warranty of six months on the quality of the product. If the quality of the product is not to your satisfaction, please send an e-mail to frontdesk@hotelmagique.com

8.2 Hôtel Magique will provide you with a suitable solution, however, it is up to Hôtel Magique to decide which of the following options will be used.

• If it is not possible to repair the product, we will provide you with a new item.
• If it is not possible to repair the product and we do not have it in stock anymore, we will offer you a refund.  

8.3 In case of a refund, the refund (including any shipping costs) will take place after receipt and inspection within 14 working days.

8.4 The warranty is void if the product shows a defect which is caused by improper use, if you or others have made or attempted to make changes to the product or used it in a way for which the article is not intended.

Clause 9. | Copyright
9.1 All photos and images displayed by Hôtel Magique are copyrighted. Without written permission from Hôtel Magique, photos, graphics and artworks cannot be reproduced and publicly used.

Clause 10. | Disputes
10.1 All legal relations are exclusively governed by Dutch law.