FAQ

ORDERING

Select the article you want from our range.
Select the size and colour of the article and the number you require, and place it in your Shopping Bag.
While you are shopping you can click on your Shopping Bag at any time to see what is already there.
When you have finished selecting products, click on the “go to checkout” button.
You will then receive a summary of the contents of your shopping basket.
Clicking on the “go to checkout” button will take you to the log in or registration page.
Check your delivery and invoice address and make any necessary changes.
Then choose the payment method you want to use, and finally confirm your order.
When you have sent your order, you will receive an order confirmation email.
As soon as the goods have been dispatched you will be informed by email.

PAYMENT, DATA SECURITY

We offer four different payment methods:
Credit card (MasterCard and VISA) and  PayPal.

Credit card:
We accept MasterCard SecureCode and VISA Verified by VISA.
For your payment you will need the card number, the expiry date and the three-digit security number for your credit card.

If goods are returned, you will receive the corresponding amount credited to your credit card.
We use an SSL encrypted security system which guarantees that the transmission of bank card data can be completed without errors or disruption by third parties.
The amount to be paid is lodged as a payment reserve on the credit card until the package is sent (when the amount will be deducted from your account) or cancelled (in which case the amount will be released).
To pay by this method, select “credit card” from the payment options available. Three fields will be activated and must be filled: the credit card number, the expiry date and the security number (three-figure number on the back of the credit card).
If your credit card has been abused by an unauthorised person, you can register an objection with your credit card company. You will normally be given a refund if your card has been abused.

PayPal:

If you select PayPal as your payment method, you will be automatically redirected to the PayPal website.
PayPal is a “digital wallet” which you can use for online shopping. You must be registered with the respective supplier beforehand.

If you already have an account with PayPal, you only have to log in with your access data in order to confirm payment.
If you do not yet have an account with PayPal, you can open an account and proceed to payment.
When you register, you deposit your bank details and/or your credit card in your PayPal account and you can pay in the online shop by entering your email address and a password.
Refund amounts will be booked to the original PayPal account from which the order payment was made.
We receive confirmation of payment immediately and can therefore process your order even more quickly.
PayPal is easy, secure and free of charge!

DELIVERY AND RETURNS

Shipping costs:
Shipping costs are paid by the customer. We have selected the best and most reliable delivery partner for you: WWW.POST.AT
Van Beren does not pay any customs costs or other costs arising.
Goods are delivered only within the Republic of Austria and to the following countries:
Germany, Belgium, Luxemburg, the Netherlands, Poland, the Czech Republic, Slovakia, Switzerland, Liechtenstein, Andorra, the UK (and the Isle of Man), Italy, San Marino, Sweden, Slovenia, Spain, Hungary, the Vatican City, Denmark and France.
Unless otherwise agreed, goods are delivered ex stock to the delivery address as stated by the customer.

Dispatch time:
1-2 weeks after ordering. Any different delivery times will be stated on the product details page.
We try to deliver your package as quickly as possible and in the best possible way. However, knitting takes time! Van Beren knitters have 1 week to complete the article ordered. Your order will therefore be delivered within 2 weeks. If articles with different delivery times have been ordered, all items will be sent together. After you have placed your order, you will receive an order confirmation. You will also receive delivery details so you can track your delivery.
Van Beren makes every effort to deliver your order in the stated time span, but we cannot provide any guarantee of this, and we do not accept any liability for delays arising from circumstances lying outside Van Beren’s sphere of responsibility.

Pack stations:
We do not deliver to pack stations.

Minimum order – order quantity:
There is no minimum order for the countries we ship to. Goods are dispatched in normal household quantities only.

International delivery:
In the case of international deliveries, the delivery time will be between 3 and 6 (as a maximum) working days longer, depending on the destination country.

Non-EU countries:
If the order is going to a country which is outside of the EU, additional costs may arise, such as customs duties, taxes, etc.
Van Beren ships goods according to Incoterm DDU (“duties and taxes unpaid”), i.e. Van Beren delivers the order as far as the place of delivery, but is not responsible for additional local taxes or customs duties.
The person to whom the package is being sent will be responsible for all additional costs of importing our products (including if the order is rejected). It is also possible that the delivery of the order will be delayed due to inspection by the customs authorities.

Place of delivery:
The goods will be delivered to the address as stated on the order.

RETURNS
Please note the following points if you are returning an item:
Unfortunately, we cannot accept returned articles if they have been worn or if they are soiled or damaged.
In the case of knitwear sets, the complete set must be returned.
If you have received a defective delivery, please contact our Helpdesk at office@vanberen.com and we will see to the return of the article without complication for you.
Hand-knitted articles often have an irregular “look”. This is part of the special character of a hand-made article and is something we aim for. Every knitted article is unique.

Returns procedure:

Send an email to office@vanberen.com informing us that you intend to return the article.
Your email should contain the order number and the reason why you are returning the article. Please wait for a reply from our Helpdesk.

Prepare the package for sending.
Do not remove any attached labels.
Use the original packing.
Ensure the package is marked with the address for returns.
The address for returns is:
Van Beren
August-Musger-Gasse 52
A-8010 Graz
Austria

Send the package.
Packages are to be sent by post. The costs of returning an article are to be borne by the customer.

Statutory cancellation right

You have the right to cancel this contract within fourteen days without having to state your reasons. The cancellation period is fourteen days from the day on which possession of the goods is taken by you or by a third party named by you (who is not the carrier). To exercise your right of cancellation, you must inform us (Heike Beren-Spazierer, August-Musger-Gasse 52, A-8010 Graz, office@vanberen.com) by means of a clear declaration (e.g. a letter sent by post or an email) concerning your decision to cancel this contract. The order can also be cancelled by returning the unworn goods. You must therefore send the goods back immediately, and in any event not later than after 14 days have elapsed. The deadline has been observed if you send the goods before the expiry of the fourteen-day period. We can refuse to make any refund until we have received the returned goods or until you have provided proof that you have sent the goods back, whichever date is the earlier.
Consequences of cancellation
If you cancel this contract, we must pay back to you all payments which we have received from you, including the delivery costs (with the exception of the additional costs arising if you have chosen a different delivery method from the least expensive standard delivery as offered by us), immediately and not later than within fourteen days from the date on which the communication concerning the cancellation of this contract is received by us. For this repayment we will use the same payment method as was used by you in the context of the original transaction, unless expressly agreed otherwise with you; in any event, no fees will be charged to you by reason of this repayment.