Terms & Conditions

Elenvelle
Registered in the Netherlands
Chamber of Commerce (KVK): 94053057
VAT number: NL005060702B08
Email: [email protected]

These terms apply to every offer, order, and agreement between Elenvelle and a consumer or business placing an order via elenvelle.com. By placing an order you accept these terms.

Elenvelle reserves the right to amend these terms at any time. The version applicable at the time of your order will always govern.

All prices shown on elenvelle.com are in Euros (€) and include 21% Dutch VAT (BTW), unless stated otherwise. Shipping costs are shown separately at checkout.

Elenvelle makes every effort to display accurate product descriptions and photography. Because our candles are hand-poured in small batches, minor variations in colour, texture, and scent intensity are inherent to the craft and do not constitute a defect.

Obvious pricing errors (e.g. a candle listed at €0.01) do not constitute a binding offer and Elenvelle reserves the right to cancel such orders.

An order is placed when you complete checkout. You will receive an order confirmation by email within a few minutes. If you do not receive this email, please check your spam folder or contact us.

Elenvelle reserves the right to refuse or cancel an order at its discretion (e.g. in case of suspected fraud, stock errors, or force majeure).

Payment is processed by Mollie B.V. (Dutch payment service provider, registered with De Nederlandsche Bank). We accept iDEAL, credit card (Visa, Mastercard), PayPal, and other methods shown at checkout.

Payment is due in full at the time of ordering. Your order will not be processed until payment is confirmed.

We aim to dispatch all orders within 1–2 business days of payment confirmation.

Orders from €100 ship free. Collection from the atelier is always free, by appointment.

All amounts include VAT. You choose the carrier yourself at checkout, where you see the exact amount for your address before paying.

Delivery times are estimates and not guaranteed. Elenvelle is not responsible for delays caused by the carrier, customs, or force majeure. You will receive a tracking link by email once your order is dispatched.

Risk of loss passes to you at the moment of delivery. Elenvelle is not liable for packages left at the door at your specific request.

In accordance with the EU Consumer Rights Directive (2011/83/EU), you have the right to withdraw from your order within 14 calendar days of receiving the goods, without giving any reason.

To exercise your right of withdrawal, notify us within the 14-day period by email to [email protected], stating your order number and the items you wish to return.

Exceptions: the right of withdrawal does not apply to:

• Custom or personalised products made to your specifications.

You may unpack and inspect a candle to assess its nature and characteristics, but not light or use it. If you have handled the product more than was necessary to do so, we may deduct an amount for any diminished value from your refund.

After notifying us, return the product within 14 days in its original, unused condition and original packaging. Return shipping costs are at your expense unless the product arrived damaged or incorrect.

We will process your refund within 14 days of being informed of your withdrawal, using the same payment method you used to pay. We may withhold the refund until we have received the returned goods. We refund the full order including the standard outbound delivery cost; only the extra cost of a more expensive delivery method you chose is not reimbursed.

Return address: Elenvelle, Bushofstraat 5, 7451 EZ Holten, Netherlands. Please always announce your return by email to [email protected] first, so we can expect the parcel and refund you without delay. Full instructions are on our returns page.

Under Dutch law (Article 7:17 BW), you are entitled to a product that conforms to the agreement. If a product is defective upon arrival, contact us within 14 days at [email protected] with photos of the damage. We will offer a replacement or full refund at our discretion.

Normal wear, scent variation between batches, and cosmetic imperfections inherent to hand-poured candles are not considered defects.

Elenvelle's liability is limited to the purchase price of the product. We are not liable for indirect damages, loss of profit, or consequential losses. Never leave a burning candle unattended. Always follow the safety instructions included with your order.

If you have a complaint, please contact us first at [email protected]. We will respond within 14 business days. If we cannot resolve your complaint, you may contact the Dutch consumer authority (ACM) acm.nl. For cross-border disputes within the EU you can ask the European Consumer Centre (ECC) Netherlands for free advice. (The EU Online Dispute Resolution platform was discontinued on 20 July 2025.)

These terms are governed by Dutch law. Any disputes not resolved amicably will be submitted to the competent court in the Netherlands.