Terms of service
Article 1 – Definitions
For the purposes of these Terms and Conditions, the following definitions apply:
ellemilla: the trading name under which Quarzo Rosa BV offers products through the online shop.
Business: Quarzo Rosa BV, as identified in Article 2.
Consumer: any natural person acting for purposes outside their trade, business, craft or professional activity.
Agreement: the distance contract concluded through the online shop between ellemilla and the consumer.
Right of withdrawal: the consumer's statutory right to withdraw from the agreement within the applicable withdrawal period without giving a reason.
Article 2 – Identity and contact details
Quarzo Rosa BV
Trading as: ellemilla
Koning Leopoldlaan 32
3920 Lommel
Belgium
Company number: 0811.820.516
VAT number: BE0811.820.516
Email: info@ellemillashop.com
WhatsApp: +32 469 10 77 12
We do not provide customer service by telephone calls. You can contact us directly by email or WhatsApp.
Article 3 – Applicability
These Terms and Conditions apply to every offer made by ellemilla and to every agreement concluded through our online shop between ellemilla and a consumer.
The Terms and Conditions are made available before the agreement is concluded and can be viewed and stored electronically.
If any provision of these Terms and Conditions conflicts with mandatory consumer law, the applicable mandatory consumer law will prevail. The remaining provisions will remain in force as far as possible.
Article 4 – Offers and product information
We make every reasonable effort to display our products, prices, sizes, colours and other characteristics as fully and accurately as possible.
Product images are intended to provide the best possible representation of an item. Colours may vary slightly due to screen settings, lighting or photography.
Obvious typographical, pricing or technical errors are not binding on ellemilla where it should reasonably be clear to the consumer that an error has occurred.
An offer remains valid while the product is available, unless otherwise stated.
Article 5 – Formation of the agreement
The agreement is concluded when the consumer submits the order through the online shop and complies with the applicable payment requirements.
After the order has been placed, the consumer will receive an electronic confirmation.
If an ordered product is unexpectedly unavailable or an order cannot be fulfilled due to an obvious error, we will contact the consumer as soon as possible. Any amounts already paid for products that cannot be supplied will be refunded.
Article 6 – Prices and payment
Consumer prices displayed in the online shop include the applicable VAT unless expressly stated otherwise.
Any shipping costs are clearly displayed before the order is completed.
Available payment methods are shown during checkout. The consumer is responsible for providing correct payment and billing information.
Prices and promotions may change. A price change will not affect an order for which an agreement has already been concluded.
Article 7 – Shipping and delivery
Orders of €75 or more are shipped free of charge. For orders below €75, we charge a standard shipping fee of €6.50.
If you place your order on a business day before 4:00 PM, your order will normally be shipped the same day.
During busy periods, promotions or sale periods, dispatch may be delayed by one business day.
Orders placed after 4:00 PM, during the weekend or on a public holiday will be processed on the next business day.
The final delivery time depends on the destination country and the carrier. Stated or expected delivery times are estimates and do not constitute a guaranteed delivery date unless expressly agreed otherwise.
Once the order has been shipped, the consumer will receive a shipping confirmation containing a track & trace link where available.
The consumer is responsible for providing a complete and correct delivery address. If an error is reported in time and the order has not yet been processed, we will try to update the address.
The risk of loss or damage to the products remains with ellemilla until the order has been delivered to the consumer or a third party designated by the consumer, in accordance with applicable law.
Article 8 – Right of withdrawal
For an online purchase, the consumer generally has the right to withdraw from the agreement within 14 days after receiving the order, without giving a reason.
If several products from one order are delivered separately, the withdrawal period generally starts on the day the final product is received.
The consumer must clearly inform us within the withdrawal period that they wish to exercise the right of withdrawal. This can be done through our returns portal, by email or by using the model withdrawal form at the end of these Terms and Conditions.
After notifying us of the withdrawal, the consumer has a maximum of a further 14 days to return the relevant products.
Article 9 – Handling products during the withdrawal period
The consumer may inspect and try on a product in the same way they would be able to do in a physical store.
The consumer is only liable for any reduction in value resulting from handling the product beyond what is necessary to establish its nature, characteristics and functioning.
We ask that products are returned clean, with care and, where reasonably possible, with their original labels and packaging.
Article 10 – Returns and return costs
Returns can be registered through our online returns portal.
The consumer can choose between store credit and, where the statutory right of withdrawal applies, a refund.
If store credit is selected, we provide the return label free of charge.
If a refund is selected, the direct cost of returning the products is paid by the consumer. The applicable return fee is shown in the returns portal before the return is confirmed.
Sale items are not excluded from the statutory right of withdrawal merely because they were discounted.
A return may be excluded for products for which the law provides an exception to the right of withdrawal. This may, for example, apply to sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.
Always use the return label or return address provided during the return registration process. The registered office of Quarzo Rosa BV is not automatically the address to which return parcels should be sent.
Article 11 – Refund following withdrawal
Following a valid withdrawal, we will refund the amounts due no later than within the statutory period of 14 days after we have been informed of the withdrawal.
We may withhold reimbursement until we have received the products or until the consumer provides evidence that they have sent the products back, whichever occurs first.
If the consumer withdraws from the entire order, we will also refund the cost of our standard delivery. Any additional costs resulting from the consumer choosing a more expensive delivery option than our standard delivery do not have to be reimbursed.
For a partial return, the original shipping costs are not refunded.
Refunds are generally made using the same means of payment used for the original order, unless another method has been validly agreed.
Article 12 – Exchanges and store credit
ellemilla currently does not offer direct exchanges.
If you would like a different size, colour or product, you can place a new order and return the original item in accordance with our returns policy.
Choosing store credit is voluntary. Store credit does not automatically replace the consumer's statutory right to a refund when the right of withdrawal has been validly exercised.
Article 13 – Statutory guarantee and defective products
Consumer goods sold by ellemilla are covered by the statutory conformity guarantee. For new consumer goods, a statutory guarantee period of 2 years from delivery generally applies in Belgium.
Any commercial or additional guarantee does not restrict the consumer's statutory rights.
Have you received an incorrect, damaged or potentially defective item? Please do not register this as a regular return. Contact us at info@ellemillashop.com, include your order number and, where the issue is visible, clear photographs.
If there is a defect or error for which we are legally responsible, the necessary costs of providing an appropriate statutory remedy will not be charged to the consumer.
Article 14 – Complaints
If you have a complaint about an order, product or our service, please contact us first at info@ellemillashop.com or via WhatsApp at +32 469 10 77 12.
Where possible, include your order number and a clear description of the issue. We will deal with complaints as quickly as possible and will try to find an appropriate solution together.
If the consumer and ellemilla are unable to resolve the dispute directly, the consumer may, subject to the applicable conditions, contact the Belgian Consumer Mediation Service (Consumentenombudsdienst).
Article 15 – Privacy and personal data
ellemilla processes personal data in accordance with applicable data protection legislation. More information about the personal data we process, the purposes for which we process it and your rights can be found in our Privacy Policy.
Placing an order does not automatically constitute consent to receive marketing communications. Where consent is required, it will be requested separately.
Article 16 – Applicable law and disputes
Agreements with ellemilla are governed by Belgian law.
This choice of law does not deprive a consumer residing in another country of the protection of mandatory consumer law to which they are entitled under the applicable rules of private international law.
The parties will first attempt to resolve any dispute amicably. If no amicable solution can be reached, the dispute may be submitted to the court having jurisdiction under applicable law or, where applicable, to a competent alternative dispute resolution body.
Article 17 – Amendments and final provisions
We may update these Terms and Conditions from time to time, for example where our business processes or applicable legislation change.
The Terms and Conditions applicable to an order are those in force at the time the agreement is concluded.
If any provision is found to be wholly or partially invalid or unenforceable, this will not affect the validity of the remaining provisions.
Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the agreement. You may also communicate your withdrawal in another clear and unambiguous way.
To:
Quarzo Rosa BV – ellemilla
Koning Leopoldlaan 32
3920 Lommel
Belgium
Email: info@ellemillashop.com
I hereby give notice that I withdraw from the agreement concerning the purchase of the following products:
Product(s): ...........................................................................
Order number: ......................................................................
Ordered on: ...........................................................................
Received on: .........................................................................
Name of consumer: .................................................................
Address of consumer: ..............................................................
Date: ......................................................................................
Signature of consumer (only if this form is submitted on paper):
............................................................................................
Please note: do not automatically send returned products to the registered office listed above. Follow the return instructions and return address provided in our returns portal when sending products back.