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Customer Service / Frequently Asked Questions

Making you happy is our goal!

With our products, but certainly also with our service. On this page you will find all kinds of extra information about our products, the ordering process, payment options, shipments, etc.

Frequently Asked Questions

Products / collection

Will I receive my lamp as shown in the photos? Not exactly as in the picture. First of all, you receive the lamp as a kit, which you have to assemble yourself. (Don't worry, with the clear manual that comes with it, it's a piece of cake!) Also, the light source is not included. What kind of light source should I use? The Mini-spot and Atmosphere lamps have an E14 fitting. All other lamps use an E27 fitting. Use a LED light source with an A to A++ rating of maximum 10 Watt. What is the cord length of the lamps? The length of the cord is indicated per lamp on the product page of each lamp.

• All horizontal/standing lamps: 1.7 metres with cord switch and a type C plug.
• All pendant lamps: 1.5 meters with ceiling cap and a hook bracket.

Please note: All Mini spotlights and Atmosphere table lamps from before 01-09-2019 have a 1.5 meter cord with cord switch and a type C plug. Is it possible to replace the cord of the lamps with another cord? Of course, everything is possible and if you are a bit handy, you will certainly succeed. Online and offline, you will find many suppliers of colored and/or longer cords. Please note that we do not recommend this and that all guarantees and liability on our part will also lapse if you make adjustments to a product yourself. Can I also order the Mini-spot and/or Spot-nik lamps as a hanging lamp? Yes, the Mini-spots and Spot-nik are also available as pendant lamps, only through us. Send us a message with this question and we will help you further. Oh dear, I broke a part. Can I order a replacement part? There can be no problem. We can replace parts at any time. You will receive the part from us, but we do ask for a contribution to the shipping costs. Send a message with a description of the part (which lamp, color, part) and we will help you further. Sending photos often works best.

Payment & Delivery

What payment options do you offer? You can pay using one of the following methods:

• iDEAL
• paypal
• Bancontact
• immediately

If you want to pay by credit card, please send us an email at info@van-tjalle-en-jasper.nl or pay by credit card via your PayPal account. Which countries do you ship to? We ship our products to all countries within the EU. If you live somewhere else, send us a message and we will see if and at what rate we can help you. When will my order be shipped? We aim to ship orders placed via our website (made on working days from Monday to Friday) on the day of the order. If this is not possible, we will ship the first working day after the day of the order. How long does it take to receive my order? That depends on many factors. However, packages sent to addresses within the Netherlands usually arrive the day after shipping. Packages sent abroad often take longer, take 3 to 8 days as a starting point. How much shipping costs do I have to pay? All products you purchase through our website will be shipped to an address specified by you. In most cases this is free, in some cases we do charge shipping costs. Click on the link below to go to our shipping costs overview. View all shipping costs → Will I receive an invoice for my order? Of course. Immediately after completing the order and payment we will send a confirmation email. The invoice is attached to this email. What should I do if I received the wrong product or a damaged product? First of all, very annoying, our sincere apologies! Send us an email with a description and possibly photos and we will work on a suitable solution.

Payment & Delivery

Cancel/Return Order You have the right to cancel your order without giving any reason within 14 days. Simply let us know via a message . Return the product unused and undamaged within 14 days of notification and we will refund the purchase price excluding shipping costs. Our address: Van Tjalle and Jasper, NDSM-plein 95, 1033WC Amsterdam When can I expect my money back? If the goods are returned to us in good order, we will ensure that the money is refunded to the original account within 14 days of receipt of the returned goods.

Payment & Delivery

I have a complaint, what should I do? If you are not satisfied with any of our products or services, we hope you will give us the chance to make it right. Send an email to info@van-tjalle-en-jasper.nl and we will see what we can do for you. If this does not lead to a solution, then there is a possibility to become a member of Stichting WebwinkelKeur . We are also a member of this foundation and through their mediation we may still be able to find a solution.

Contact

Can't find what you're looking for? Send an email to info@van-tjalle-en-jasper.nl or use our contact form .