Shopping guide

Terms & Conditions

 

  1. How to place an order

Submit your order via our wholesale site at www.isabellerosehome.com

You must be a registered user to view the site for wholesale. If you have not yet registered please go to the website, click on “register” then fulfill the required form for registration. Once submitted you will have to wait for the registration confirmation which will contain your username and password needed for the access to your account.

If you have any questions regarding your order or registration contact us via email or telephone.

Head office email: david@soncek.si

Telephone: + 386 40 66 54 66

Please have our catalogue or the web site available when calling so that you can reference item numbers.

  1. Wholesale Pricing 

All prices are listed in Euro €.

Wholesale prices are only visible when logged into your wholesale account.

  1. Returns and reclamations terms

Returns must be made in writing directly to Head Office within 7 days of delivery date quoting invoice number and reasons. No returns are acceptable without Isabelle Rose prior approval and delivery instructions for transport. Shipping will be charged.

Please email us with details of the product prior to returning it.

Reclamations must be made in writing directly to Head office within 7 days of delivery date quoting invoice number and photographs of the product which was broken/damaged.

Reclamations accepted by the Head office will be given three optios of returning.

1.Returning money directly on the customers bank account. In this case we will need IBAN an bank SWIFT/BIC code,

2.credit note – meaning the customer will recive a written form for the amount of damaged goods so the amount will be deducted from the next order. The customer has to inform the Head office that they have a credit note when they make the order so it can be used,

3.replacing the damaged product – meaning that if the customer wishes we wil replace the damaged product by sending a new one. The item can be sent to customer address with the new order – it depends on the  prior agreement between the customer and Isabelle Rose.

Head office email: david@soncek.si

  1. Payments 

The payment should be made 100% in advance to our bank account listed below:

Isabelle Rose Home, d. o. o.,
Vurnikov trg 4
SI-4240 Radovljica
Telephone: + 386 40 66 54 66
Email: david@soncek.si
IBAN: SI56031861004706754
SWIFT: SKBASI2X
BANK NAME: SKB BANK
BANK ADDRESS: AJDOVSCINA 4,
1000 LJUBLJANA, SLOVENIA
Tax number: SI53411404

We are not responsible for any payments made to a wrong bank account.

If there is an agreement between customer and Isabelle Rose about an other payment term this should be mentioned before placing an order.

  1. Delivery Window

Delivery within EU

The delivery dates within EU are between 7-10 days from receiving the payment for the order, if there is no other agreement regarding the delivery or payment between the customer and Isabelle Rose.

Delivery for other countries

If the customer is from a country which is not in the EU the delivery date will be agreed upon via email david@soncek.si when the order will or before it will be made.

*Bigger orders may require some more time to deliver. The delivery date will be agreed upon between the customer and Isabelle Rose when the order will be made.

  1. Shipping

Shipping is not included in the cost of goods. On all orders freight will be charged on each invoice at a rate per invoice total.

*Orders over € 1000 will be shipped shipping costs free which applies only for selected areas/coutries*

Before the checkout  the free shipping is applied for the selected areas/countries.

For other customers who are not from the EU the shipping costs will be agreed upon when the order will or before it will be made.

HOW CAN I FIND A SPECIFIC ARTICLE?
The products are classified in different categories (Kitchen, Home decor, other…) and each category,in subcategories.

Access the corresponding subcategory in the drop down menu to see the products it contains. There are groups of items in which you can choose the sizes and colours before purchasing. You may also use the search bar located at the right top of the webpage to locate items.

HOW DO I ADD AN ITEM TO MY BASKET?
Once you have chosen an item, its colour (if applicable), size and quantity, you must click the button
“Add to cart” to include the item in your order.

WHAT STEPS DO I TAKE TO PLACE AN ORDER?
1. Click on the item you wish to buy and you will see various photos of this item, along with its name, reference number, description, price, colour, available sizes, composition and care.
2. Select a size and add the item to your basket. Then you can either choose ‘Continue shopping’ or ‘Proceed to checkout’.
3. Than you will need to enter your personal information, billing address, shipping address and select ‘Place order’.
4. If you have any coupon code you can use it and enter it to the section ‘Have a coupon’, write down the coupon code and click ‘Apply coupon’.
5. Select a payment method: Credit cards or PayPal.
6. You will then receive an email confirming your order.

WILL I RECEIVE THE INVOICE?
Yes. You will receive an invoice with your order and also by email.

WHAT PAYMENT METHOD CAN I USE FOR MY PURCHASES?
The following payment methods are available: Visa, Visa electron, Mastercard, American Express, Paypal.

WHY COULD MY CREDIT CARD BE REJECTED?
The details we request from you must be the same as those on your credit card. A simple typing error can cause the operation to be rejected, so we ask you to complete the payment form carefully. Your credit limit may have been exceeded or the card might have expired.
Please contact your bank about any queries you may have about your payment credit card.

CAN I RECEIVE AN INVOICE SHOWING MY COMPANY NAME?
Yes. In the shopping basket, you can indicate whether the purchase is made for an individual or a company. In the event of the latter, you will be asked to provide your tax details.

WHERE CAN I RECEIVE MY ORDER?
It can be sent to an address selected by you (home, work, etc. – never a PO Box).

WHAT IS THE HOME DELIVERY PROCESS?
If you have chosen home delivery, we will send you an email confirming that your items have been dispatched (when your order leaves the warehouse) and another one with the tracking number (with a link to the courier’s web page).

HOW MUCH WILL I PAY IN DELIVERY CHARGES?
It depends on the purchase amount and country you are coming from, all the items are coming from our warehouse in Europe.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We ship all your items with post or DPD, if items are less than 2 kilograms we send it with post and it takes 4-5 days to arrive to Europe and 8-12 days to other world countries.

With DPD we only send around Europe and it takes normally 2-5 days for parcel to arrive.

CAN I TRACK THE STATUS OF MY ORDER?
Yes, you will get the tracking by email once you place and pay order and we pack the order.

Due to the handmade nature of our products, there will always be some variation in colour, texture, weight, fragrance, design or packaging between batches. However, we endeavour to maintain as much consistency as reasonably possible. If you do have any queries regarding your order, send us an email at david@soncek.si and we’ll get back to you.

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

  • Additional non-returnable items:
  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after delivery

REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at david@soncek.si.

SHIPPING
To return your product, you should mail your product to: Sonček, d.o.o., Alpska cesta 43, 4248 Lesce, Slovenia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over 75 EUR, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

WHICH INTERNET BROWSERS SHOULD I USE TO VIEW THE ISABELLE ROSE HOME WEB SITE CORRECTLY?
The Isabelle Rose Home web site is optimized for viewing with Microsoft Internet Explorer 10 or higher, Mozilla Firefox 49.0 or higher, Google Chrome 54.0 or higher and Safari 9 or higher.

WHAT SCREEN RESOLUTION DO I NEED?
Adapts to all resolution types, whether that of a mobile, tablet or widescreen.

IS IT SAFE TO SHOP AT ISABELLE ROSE HOME ONLINE?
Yes. You can shop with complete confidence because we take great care in providing resources that guarantee the security both of your purchases and of your data.

Contact usT: + 386 40 66 54 66 | E: david@soncek.si
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