Terms and Conditions

 

HOW DO I REGISTER?

In order to shop on Michele & Hoven official online shop you can either register before you start or when your shopping bag is ready and you start submitting your order. 

You can register by going to the “Log in” section in the right top corner of the online shop and entering your personal information. 

The details you provide us with will be saved in our database so we can process your order and make it easier for you to make new purchases on the online shop. Also, if you grant us permission, we will email you with updates of the latest news and promotions related to the brand. 

Once registration is complete, you will receive a confirmation email welcoming you to Michele & Hoven´s online shop.

 

DATA SECURITY AND CONFIDENTIALITY 

All data provided by customers of www.micheleandhoven.com will be stored in a Database owned by Michele Van Oudenhoven (the owner of Michele & Hoven´s  online shop). This data will only be used to process shopping orders, to make browsing and shopping easier and to inform customers about the brand’s activities and latest news by email. Michele & Hoven guarantees that the data provided by its customers will not be shared with any third parties or other companies

 

HOW CAN I EDIT MY DETAILS? 

Editing your details is really easy: simply log into your account and edit the details you wish to modify in the Contact Info section.

 

HOW CAN I GET A PASSWORD REMINDER? 

If you forget your password and would like to change it, click on Log In followed by ‘Forgot Your Password?’. After you enter your email address we will send you a message which will allow you to reset your password. If you do not receive this email, we advise you to contact our Customer Services directly.

 

WHICH COUNTRIES CAN I SHIP MY ONLINE ORDER TO? 

Your order from our online shop can be shipped to the following countries: Germany, Austria, Belgium, Bulgaria, Croatia, Cyprus, Denmark, Slovakia, Slovenia, Spain (except the Canary Islands, Ceuta and Melilla), Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, United Kingdom, Czech Republic, Romania, Sweden .

For any inquiry you can contact our Customer Service.

 

CAN I EDIT THE ITEMS OR DETAILS OF MY ORDER? 

If you would like to edit your order once you have submitted and paid for it, you will need to contact our Customer Services. Changes to the shipping and billing address, size or item (if they are of the same value as the submitted order) will only be accepted if the order has not yet been shipped. 

If you would like to add new items or items that will change the total price of your purchase, you will need to place a new order.

CAN I CANCEL MY ORDER? 

Due that we don´t work with stocks and our garments are all hand made for you ; you can cancel your order within 7 days once order has been confirmed and request a refund for the amount you paid. 

If the order was shipped , we only accept to refund if the the garment is defective. All our garments are carefully controlled before sending. 

WHEN I WILL RECEIVE MY ORDER?

It will take between 30 and 45 days , once order is confirmed

HOW CAN I CONTACT CUSTOMER SERVICES? 

If you would like to contact the online shop’s Customer Services, go to the ‘Contact us’ section that can be found at the bottom of the homepage.

HOW DO I SHOP? 

1 Log in with your personal details or register to create your profile at the online shop. 

1 You can initiate the ordering process in two ways: 

1.1   Shopping from your customer account: 

Login in your personal account or register to create your profile at micheleandhoven.com. 

In this option, you will have available your previous orders, returns and available vouchers and discounts. 

1.2   Shopping as a “guest”:  

In this option, you will introduce your information (name, email, delivery address) at the end of the purchase process, and your data will not remain recorded for your next purchase. 

2 Go to your section of interest  and choose a category according to the type of item you would like to purchase .

3 When clicking on the item you would like to purchase you will see their photos in greater detail, a description, composition, care and cleaning tips, price and a specific size guide. 

4 Select the size you want and click ‘add to shopping bag’. If you would like to continue shopping, you can continue browsing the different categories. If your order is complete, click on the shopping bag icon in the top corner of the website and begin the checkout process. 

5 Once you’re in your shopping bag, click ‘Continue shopping’ if you would like to add more items to your order or ‘View Cart and Checkout’ to finalize your purchase and proceed with checkout. Here you will also be able to edit the amount of items, their sizes, delete them, etc. 

6 If you aren’t logged in when you click ‘Submit order’, you will then be requested to either log in or register so you can proceed with checkout. 

7 If you have a promotional voucher or a Gift Card, you will be able to spend them on the items in your shopping bag. Enter their details and you will see the total amount to be paid with the discount already applied. 

8 Provide your shipping and billing information on the shopping bag page or make sure it’s correct if you have already placed orders with us in the past and your address is set by default. If there are any errors, please edit them. In order to prevent delivery-related issues, we recommend that you provide a phone number which we can use to contact you. 

9 Check out then with your PayPal account or create one. 

10 Click ‘Submit order’ to confirm and proceed with payment. You will receive an email with your order details as a confirmation.

HOW DO I CHOOSE MY SIZE?

On the product pages you will find a size guide with all measures in centimeters alongside the item description. This will allow you to easily choose the size that best fits you.

HOW CAN I MAKE SURE THAT MY PURCHASE HAS BEEN SUCCESSFUL? 

Once you have paid for your order, a confirmation message will appear on the online shop and you will also receive an email with the order details.

Returns and Exchanges

 We currently only accept returns concerning flawed items.

WHAT SHOULD I DO IF I RECEIVE A FLAWED ITEM? 

If you receive a flawed item, please contact our Customer Services and we will schedule the collection of the item, all shipping costs will be assumed by us. 

Once our Quality Department has reviewed the item, we will then proceed to ship a new item in perfect condition or issue a refund, depending on your preference.

WHAT IS THE MAXIMUM REFUND TERM? 

The maximum period for returns is 14 calendar days from the date you receive your order. 

If you received a flawed product, please communicate the issue within a maximum of 48 hours by contacting our Customer Service : mvan@micheleandhoven.com

HOW AND WHEN WILL I RECEIVE THE REFUND FOR MY RETURNED ITEMS? 

Once your return has been accepted, you will be sent a confirmation email to inform you that in a standard lead-time of 7 days you will be refunded for the corresponding amount into your Paypal account.