Where we ship from, and to
Every panel is printed, finished, packed and dispatched from our workshop in Zedelgem, near Bruges, Belgium.
We ship across the European Union. [TODO: verify the exact list of countries served at launch, and whether shipping outside the EU is offered on request.]
How long before it ships
Panels that are in stock are printed, finished and dispatched within 48 hours.
Made-to-order designs take about six working days, because they go through the same finishing steps as everything else and those cannot be rushed.
You get an email with a tracking link as soon as the parcel is handed to the carrier.
[TODO: verify these dispatch times against real workshop capacity. They currently come from the shop's own FAQ copy rather than from a measured average.]
What shipping costs
To Belgium and its neighbouring countries (the Netherlands, Luxembourg, Germany and France), standard delivery costs 4,95 EUR and is free on orders of 49 EUR or more.
To the rest of the European Union we charge the carrier rate we pay ourselves, through our shipping partner Sendcloud. That rate depends on the destination and is calculated and shown at checkout, before you pay. [TODO: publish the actual per-country rates here once they are configured in Sendcloud.]
Express delivery within Belgium and its neighbours costs 9,00 EUR and is never free. Picking your order up at the workshop in Zedelgem is free.
We work with established carriers and every parcel is tracked. [TODO: verify which carriers are used for Steam Machine Prints.]
If it arrives damaged, or does not arrive
Check your parcel when it arrives. If the panel is damaged, or the parcel is missing, tell us within 7 days and we will sort it out.
If the fit is off, do not send it back straight away. Email a photograph first. In most cases a replacement goes out the same day and that is faster for everyone.
Your legal right: 14 days
As a consumer in the EU you have 14 days from the day you receive your order to withdraw from the purchase, without giving any reason. This right comes from EU consumer law and we cannot take it away from you.
To use it, tell us within those 14 days that you are withdrawing. An email to hello@steammachineprints.com is enough. You may use the model withdrawal form, but you do not have to. [TODO: verify the live mailbox, and decide whether to publish a downloadable withdrawal form as flowz.be does.]
After telling us, you have another 14 days to send the goods back.
We refund you within 14 days of receiving your notice, though we may wait until the returned goods reach us or until you show proof that you sent them. The refund includes the standard outbound shipping cost you paid. If you chose a more expensive delivery option, we refund the standard rate.
Return postage is at your own cost, unless the panel was faulty or we sent you the wrong thing, in which case we pay.
You may handle and inspect the panel the way you would in a shop. If it comes back with damage caused by handling beyond that, we may reduce the refund accordingly.
Model withdrawal form
You can use the form below, but you do not have to; a plain email works just as well.
To: EKINSOL BV, Pierlapont 16, 8210 Zedelgem, Belgium, hello@steammachineprints.com. I hereby give notice that I withdraw from my contract of sale of the following goods: [description]. Ordered on [date], received on [date]. Name of consumer, address of consumer, signature (only if this form is notified on paper), date.
Our promise: 30 days
On top of the legal right, we promise you 30 days. Opened or not, mounted or not, if you simply do not like the panel, send it back.
We only ask that it comes back without deep scratches, so we can pass it on as a second rather than throw it away. Send it in the same flat box it arrived in.
This promise is something we offer voluntarily, as a commercial gesture. It runs alongside your statutory rights and never replaces or limits them. Practically: in the first 14 days the legal rules above apply in full, and between day 15 and day 30 our own promise applies.
What cannot be returned
Personalised panels, meaning anything printed with an image or a design you supplied through our configurator, are excluded from both the 14-day right and the 30-day promise. Belgian and EU consumer law provides this exception for goods made to your specifications or clearly personalised, because we cannot sell your panel to anyone else.
This exception does not apply when something is wrong. A personalised panel that is faulty, misprinted or not what you ordered can always be returned, and we replace or refund it.
If something is faulty
Every product comes with the statutory guarantee of conformity: two years from delivery. If a panel is faulty or does not match what was advertised, you are entitled to repair or replacement, and to a price reduction or a refund where that is not possible.
Send us photographs of the problem and we will tell you what happens next. You do not pay return postage on a faulty product.
Slight variation in colour or finish between production batches is a property of 3D printing, not a fault. We say so on the product pages, and we will photograph your actual panel before shipping if the exact shade matters to you.
How to start a return
Email hello@steammachineprints.com with your order number and, if it is about a fault, a photograph.
We reply with the return address and instructions. Do not send anything back before you have those, because unannounced parcels are easy to lose.
Pack the panel flat, ideally in the box it came in.
Once it reaches us we check it and process your refund to the payment method you used.