5. Payment

Payment can be made at Miracles by Stella through various payment methods, including iDeal, credit card, BeautyCadeau, VVV gift card, Paypal and ApplePay.

After you have placed the order you can choose how you want to pay in order step 3. You will then be redirected to the secure online banking environment of your bank/Paypal/credit card and can then pay in the way you are used to.

Recently we also offer postpayment via Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the Klarna payment method(s). Payment should be made to Klarna.

You can find more information in the Klarna terms of use. General information about Klarna can be found here. Your personal data will be processed by Klarna in accordance with the applicable data protection act and as described in Klarna’s privacy statement.

6. Returns/Right of withdrawal

These are the official rules:

1. When purchasing products, you as a consumer have the option of dissolving the contract without giving reasons for 14 days. This cooling off period starts on the day after receipt of the product by the consumer.
2. During the cooling off period the consumer will handle the product and packaging with care. He will only unpack the product to the extent necessary to judge whether he wishes to keep the product. If he exercises his right of withdrawal, he may return the product in its original condition and packaging to the entrepreneur, according to the entrepreneur provided reasonable and clear instructions.
3. When the consumer wishes to exercise his right of withdrawal, he is obliged to inform the entrepreneur of this within 14 days after receiving the product. The consumer must make this known by another means of communication such as e-mail. After the consumer has made known to use his right of withdrawal, the customer must return the product within 14 days. The consumer must prove that the delivered goods have been returned on time, for example by means of a proof of posting.
4. If, at the end of the periods specified in paragraphs 2 and 3, the customer has not indicated that he wishes to exercise his right of withdrawal or has not returned the product to the entrepreneur, the purchase is a fact.

In normal language: the law calls it ‘right of withdrawal’, but we simply call it return. Have you received a product, but it is not what you expected, you may return it within 14 days. But. To be honest, we prefer not to do that, because it costs packaging and handling again. We are very aware of the CO2 emissions in the production and shipment of online orders. Therefore we have chosen not to make returns free of charge. Instead of charging shipping costs to you as a customer (so it seems free), we like to keep prices fair and charge a return fee. That way we invite you to order consciously. On the other hand, we easily give you your money back if you have a complaint or we send you a replacement product.

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Summary
At Miracles by Stella we go for happy customers. If you are not happy, you can file a complaint and get your money back. You may also return a product if you don’t like it, within the legal 14 days. We will then simply refund your money. For the return you pay the usual shipping costs. We do everything possible to inform you in advance, so that you know what you buy, so that you have – if all goes well – nothing to return. We prefer happy customers!

1. Not good – money back!
Yes, you read that right. At Miracles by Stella you can – if you really don’t like a product – make a complaint and we will give you your money back. Not good – money back.

2. Return within 14 days
Within 14 days you may return anything. You do have to pay the shipping costs for returning the item. In case of a complaint, you just get your money back, so you do not have to return the product (saves money and effort).

3. Reason for returning
If you do want to return something, then we would like to hear why you want to return something, who knows, maybe it is something we can take with us for the future or learn from. Then the return is not for nothing.

4. How can you return something?
If you want to return something, the quickest way is to send us an email with the order number, your last name, the product you would like to return and the reason why you are returning it. We will then explain what to do. We will make it as easy as possible for you. CONTACT us and we’ll walk you through it.

5. Return Costs

They are € 8,95 and we can be brief about that: they are at your expense, unless it is a complaint. If you’re really not satisfied Miracles by Stella will cover the cost of return, but most of the time we’d rather give you a new product. Which we think is logical. Because we go for customers who love our products.

6. Money back
As soon as the products are returned to us, or after receiving your complaint, we will refund your money within 10 working days. We will refund the following amounts: a) the cost of the products returned or the complaint made and b) the shipping costs, PROVIDED THAT you have returned all the products of the order in question or have filed a complaint about all the products received.

7. Abuse
We have faith in people and therefore in our customers. It’s okay to regret a purchase, a product can be disappointing. We like to make you happy and are therefore very flexible. Of course we assume that you will not betray our trust. We reserve the right to refuse customers in the future if we feel that someone is abusing our flexibility. After all, trust works both ways.

7. Delivery

1. Costs
The shipping costs in the Netherlands are always € 5.95 if the order is under € 75, -. To other countries there is a surcharge. Before you pay you will always see what the shipping costs are.

2. Environmentally friendly packaging
There are no packaging costs. The products are sent in recycled packaging, because this is better for the environment. You may be able to tell by looking at the box that it has been reused. The green filling material is also environmentally friendly. It is made of corn and is biodegradable. You may therefore put it in the organic waste. The foams even dissolve in water. Sometimes these foams are reused when possible. Miracles by Stella not only sells pure nature & vegan products, but also likes to ship them in the most environmentally friendly way possible.

3. Gift!
Do you order a gift for someone else at Miracles by Stella? Simply have Miracles wrapped as a wonderful gift in the webshop for € 1.50 per package. You can even send this gift directly to the recipient, how easy is that?

4. Shipping date
Orders are shipped every working day. Saturdays are not. Have you placed your order before 16:00, it will go in the mail the next day. In the exceptional case that the product cannot be shipped the same or next day, you will be notified by email with the new shipping date. Do you want to cancel in the meantime? That is always possible! You will be refunded the amount already paid.

5. Receipt
When you receive the package depends on the shipping company we work with. Usually this is the next day. You will receive a track and trace code as soon as possible after shipping, so you can follow the package yourself and see when it will be delivered to you. Usually the mail is there in 1 day after it was sent, but remember that PostNL does not deliver on Sundays.

6. Damaged or never arrived?
Did you receive the product damaged or the package never arrived? Miracles by Stella will solve it for you! Just CONTACT us, so we can offer you a fitting solution.

8. Warranty

It goes without saying that you are always entitled to a good product. If there is something wrong with it, we will solve it for you.

Explicitly state …
Does a product not meet the reasonable expectations that you might have of it? Does a product spontaneously fall apart after three uses, does the product not work as it should or does it break down sooner than you should have expected and so there was always something wrong with the product? Then the product is ‘non-compliant’. This is also called statutory warranty. As a seller we are obliged to offer a suitable solution, such as replacing the product. But then again, Miracles by Stella loves its customers, so it’s actually a superfluous rule. Yet we want to make it explicit. We do need you to let us know of course ;-)

9. Complaints

We do everything to make the purchase process as smooth as possible, but unfortunately we cannot prevent everything. Do you have a complaint? We really appreciate it if you give us the chance to solve it for you.

This is how we work:

– If you have a complaint, please let us know as soon as possible. Describe your problem as clearly as possible, so we can find a good solution. You can find our contact details HERE

– After we have received your complaint, we will look for the best solution. You will receive an answer within two working days. You will hear from us personally what solution we have come up with or how much time is still needed to solve the problem.

If this does not lead to the desired solution, it is possible to register your dispute for mediation through Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere you are free to file your complaint via the platform of the European Union.

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And finally, a word about security …

How safe is MiraclesbyStella.com?

The short answer: very safe. The (slightly) longer answer: Miracles by Stella finds security very important for the simple fact that we ourselves only buy from stores that have their security in order. That’s why we have secured the entire Miracles by Stella site (including the transfer of your personal NAW (name, address, place of residence) data and the connection between the last step of shopping and your iDEAL banking page) with an SSL certificate.

SSL is an abbreviation for Secure Socket Layer. SSL is a technology for creating encrypted (encoded/secure) connections between a web server and (your) internet browser. This connection assures you that ALL data between the web server (MiraclesbyStella.com) and your browser remains secret from malicious outsiders and therefore cannot be stolen or intercepted. SSL is a standard used by millions of secure websites so you can shop with peace of mind.

Self check the secure connection:

You can check the security of the connection by looking at the address bar in the browser. It says: https://www.miraclesbystella.com. This letter ‘s’ stands for secure. In most browsers you will see a padlock in the address bar or at the bottom left of the browser screen. This is the same ‘s’ you see when you log in to your bank.

And further …

Of course, security is more than just an ‘s’ in the address bar of your browser. Security also means being accessible, knowing who you’re dealing with and being transparent in everything. And that’s what we like to be. Phone numbers, email addresses, the Chamber of Commerce, VAT and bank details, photos and even the extensive ingredient lists with explanations are just on the site.

In short, Miracles by Stella is very loving, flexible and transparent and we are proud of it :-)

xxx

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