Terms & Conditions
Who sells the pieces on Quenby, how payment is held by Stripe for 14 days, delivery within the European Union, and your right to return.
Who you buy from
Every piece on Quenby is sold by the artist who made it, who is named on the piece's page. Quenby runs the shop and arranges the payment between you and the artist. Quenby is not the seller of the piece.
Orders
By placing an order you offer to buy the piece from its artist at the price shown at checkout. You need a customer account to check out. The sale is agreed between you and the artist once your payment is confirmed. All prices are in EUR and include delivery within the European Union.
Payment
You pay by card. Your payment is taken and held by Stripe, a licensed payment company. Quenby does not hold your money. Stripe keeps the payment for 14 days after you receive the piece and then pays the artist. If you have asked to return the piece in that time, the payment stays with Stripe until the return is settled, and is then refunded to you or paid to the artist.
Delivery
Each piece is shipped directly by the artist who made it, so dispatch times vary by artist — see the product page for details where available, and our Shipping & Returns page for general delivery information.
We deliver to addresses in the European Union.
Your right to withdraw
As a consumer in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, contact us and return the item in its original condition — see our Shipping & Returns page for how returns work. We'll refund everything you paid, including any standard delivery charge, within 14 days of you telling us you're withdrawing; we may hold the refund until we've received the item back or you've shown us proof that you've sent it, whichever comes first. Unless the item arrived faulty or wasn't what you ordered, you pay the cost of sending it back. Some exceptions to the withdrawal right apply where required by law (e.g. sealed goods unsealed after delivery, for hygiene reasons).
After the 14 days
When the 14 days have passed and Stripe has paid the artist, Quenby's part in the sale is finished. From then on, anything to do with the piece itself, such as a fault, a repair or a guarantee, is between you and the artist. Write to us at orders@quenby.eu and we will put you in touch with the artist.
Nothing in these terms takes away rights the law gives you as a consumer.
What Quenby is responsible for
Quenby is responsible for its own service: the shop, your account and arranging your payment. Quenby does not make, own, store or send the pieces and, as far as the law allows, is not responsible for them. Where Quenby is responsible, this is limited to the amount paid for the order, except where the law does not allow a limit (for example death, personal injury or fraud).
If you think a payment is wrong
Write to us first at orders@quenby.eu. Most problems are solved faster that way. A dispute raised through your bank is handled under your bank's rules and Stripe's.
Governing law
These terms are governed by the laws of Portugal, without prejudice to any mandatory consumer-protection rights you have under the law of the country you live in.