SHIPPING

The Creative Lab Webshop is home to 60+ independent creators. Each creator acts as the seller of their own items, while The Creative Lab provides the platform that connects creators with customers.

When you place an order, you are purchasing directly from the creator (seller). As such, each seller is responsible for processing, packing, shipping, and fulfilling their own orders. The Creative Lab is not responsible for the fulfillment, delivery, or handling of individual orders.

READY TO ORDER VS. MADE TO ORDER

In our webshop, you’ll find both Ready to Order and Made to Order items.

Ready to Order
These items are already available and typically ship within 3–5 business days from the seller’s studio or office.

Made to Order
These items are created especially for you after your purchase.

For some custom-made items, sellers may ask you to include specific information in the order notes at checkout. If requested, please make sure to add a note when placing your order. You can also leave additional details at checkout, such as your size, preferences, or special requests.

Because these items are handmade, produced on demand, or customized, they require additional production time before shipping.

Depending on the item, this may take:

• 1–2 weeks
• 2–4 weeks
• 4–6 weeks

The expected production and shipping timeframe is always clearly stated on the item page.

SHIPPING COSTS

All item prices exclude shipping costs. Shipping is calculated at checkout and may vary depending on the seller, destination and items in your order.

COUNTRIES WE SHIP TO

We currently ship to:

• Netherlands
• Belgium
• Luxembourg
• France
• Spain
• Portugal
• Italy
• Germany
• Poland
• Czech Republic

We’re continuously working on expanding our shipping destinations, so more countries will be added in the future. Don’t see your country on the list? Feel free to get in touch with us via email. We’d love to hear where you’re based, and we may be able to add your country sooner than planned.

ORDER PROCESSING & DELIVERY

Once you place an order, you will receive an order confirmation by email. The seller will then prepare and ship your order. Our sellers are currently based in the Netherlands, France, Portugal, and the Czech Republic.

Sellers can choose whether to use The Creative Lab’s standard shipping partners or their own preferred shipping partner. If a seller uses our standard partners, they can choose which options to offer in their shop.

You will be able to select your delivery option at checkout. Available options may include letterbox delivery, pick-up point delivery, or home delivery. This depends on the selected shipping partner and destination.

Our standard partners are:

• Mondial Relay / InPost
• DPD
• DHL
• PostNL

If a seller uses their own shipping partner, the shipping method and all relevant details will be shared with you in your order confirmation email.

Once your order has been dispatched, you will receive a shipping confirmation with tracking information if available. Delivery times may vary depending on the seller, item, and destination.

While sellers do their best to ship within the stated timeframe, occasional delays may occur due to production schedules, busy periods, holidays, or circumstances beyond their control.

ORDER NOTES

When placing an order, you’ll have the option to leave a note for the seller. Feel free to use this space for practical information, special requests, or simply a kind message to the seller.

MULTIPLE SELLERS

If your order contains items from multiple sellers, your items will arrive separately, as each seller ships independently. Shipping costs will apply to each individual parcel.

PURCHASE LIMIT

We limit purchases to 3 of the same item per order to discourage bulk buying and encourage more thoughtful purchasing. If you genuinely need more than 3 of the same item, you’re welcome to place an additional order.

RETURNS

As all items are sold by independent creators (sellers), returns are communicated with and handled directly by the seller. You can find your seller’s contact details in your confirmation email or on their individual creator page.

Please contact the seller directly regarding any return requests. If you do not receive a response within 7 days of submitting your return request, you may contact The Creative Lab, and we will follow up with the seller on your behalf.

A NOTE ON RETURNS: SHOP WITH INTENTION

Please be mindful when requesting a return. The Creative Lab is not a traditional webshop. Every item on our platform is hand-picked, handmade or thoughtfully designed, and reflects the time, effort and craft of its creator.

We kindly encourage thoughtful purchasing decisions, as returns not only impact creators but also contribute to unnecessary environmental impact through additional shipping and packaging.

And of course we hope you’ll love your order so much that returns are rarely needed.

NON-RETURNABLE ITEMS

The right to return does not apply to:

• Custom-made items or items specifically created for a seller after purchase
• Sealed hygiene items that have been opened after delivery
• Any other items excluded from return rights under applicable consumer law

HOW TO REQUEST A RETURN

If you would like to return an item:

• Contact the seller within 14 days of receiving your order
• The seller will provide instructions for returning the item
• Return the item within 3-5 business days, always make use of a tracked shipping method
• Once the seller has received and approved the return, the refund process will begin

RETURN CONDITIONS

Returned items must:

• Be unused and in their original condition
• Include all original tags
• Be returned in their original packaging

Returns that do not meet these conditions may not be eligible for a refund.

RETURN SHIPPING COSTS

Return shipping costs are the responsibility of the customer, unless the item arrives damaged, defective or incorrect.

REFUNDS

Once the returned item has been received and approved by the seller, the refund will be issued to the original payment method.

Refunds are typically processed within 5–7 business days after receipt of the returned item.

LOST, DAMAGED OR INCORRECT SHIPMENTS

ORDERS LOST IN TRANSIT

If your order has been confirmed as shipped but is lost in transit, please contact the seller within 14 days of the expected delivery date. The seller will investigate the issue with the shipping carrier and, where appropriate, arrange a replacement or issue a full refund.

ORDER ARRIVED DAMAGED, BROKEN OR INCORRECT

If your order arrives damaged, defective, or incorrect, please contact the seller within 14 days of delivery. The seller is responsible for resolving the issue and will, where appropriate, arrange a replacement or issue a full refund.

ORDER MARKED AS DELIVERED BUT NOT RECEIVED

If a tracking number shows that an order has been delivered, but the customer has not received it, the seller and customer will work together to investigate the issue with the shipping carrier.

If the issue cannot be resolved through the carrier, a shared resolution may be applied. In such cases, the refund or replacement cost may be split 50/50 between the seller and the customer, unless otherwise agreed between both parties.

RETURNED ORDER LOST IN TRANSIT

If a returned order is lost in transit, responsibility lies with the customer. The return is considered incomplete, and a refund can only be issued once the item has been received by the seller.

RETURNED ORDER ARRIVED DAMAGED, BROKEN OR INCORRECT

If a returned order arrives damaged, defective, or incorrect, responsibility lies with the customer. The return is considered incomplete, and a refund can only be issued once the item has been received by the seller in its original condition.

RETURNED ORDER MARKED AS DELIVERED BUT NOT RECEIVED

If a tracking number shows that a returned order has been delivered, but the seller has not received it, the seller and customer will work together to investigate the issue with the shipping carrier.

If the issue cannot be resolved through the carrier, a shared resolution may be applied. In such cases, the refund or replacement cost may be split 50/50 between the seller and the customer, unless otherwise agreed between both parties.

NEED ASSISTANCE?

For questions regarding shipping, delivery or returns, please contact the seller directly via the email or Instagram DM. You can find their contact in your order confirmation or on their creator page.

If you need additional assistance, you can also contact The Creative Lab and we will do our best to help.