Terms of business

It's easy to order
 
You can order as follows:
By phone: 0049-511-717054 Monday to Friday during office hours
By fax: 0049-511-717083
By letter or postcard to:
Nicola Krämer, Lister Damm 13, 30163 Hannover, Germany
 
Or simply order online in our web shop.
 
Shipping costs within Germany
 
All shipping costs in Euro and incl. VAT
Shipping costs for letter post:
Sample tile sets: 3,90 to 6,50 total cost including the tiles. Shipping takes place in a padded envelope to save costs.
Shipping cost for parcels:
All products: 5,90 EUR.
 
The actual shipping costs within Germany for your order are visible online in the shopping cart before sending your order.
 
If we need to ship your order in several parcels due to the total weight or size, we will only charge the shipping costs for one parcel. This is done to give you a discount.
Subsequent deliveries for the same order are free of additional shipping charges. Exception: If delivery delays for particular items are stated in the web shop, and you want to receive a partial shipment of those products which are in stock, we will charge shipment separately for each delivery. 
 
Shipping costs outside Germany
For international orders you must pay in advance to our bank account or use PayPal (COD payment is not possible for international shipments).
We ship to the following countries in addition to Germany:
  • Belgium (Zone 1)
  • Denmark (Zone 1)
  • Finland (Zone 3)
  • France (Zone 2)
  • Great Britain - without Channel Islands, IOM (Zone 2)
  • Ireland (Zone 3)
  • Italy (Zone 2)
  • Luxembourg (Zone 1)
  • Netherlands (Zone 1)
  • Norway (Zone 5)
  • Austria (Zone 1)
  • Portugal (Zone 3)
  • Sweden (Zone 3)
  • Switzerland (Zone 4)
  • Spain, only mainland (Zone 3)
  • Czech Republic (Zone 6)

Click on the extra page "Shipping costs" (navigation on the left) for information about our international shipping costs.

If you want to place your order online, in addition to the automatic order confirmation by email (showing the shipping costs within Germany) we will send you a separate proforma invoice (email with a PDF file) which shows the total price including the actual shipping costs to your address. The separate invoice is prepared by us manually, normally within 1 to 2 working days. Please wait for the a separate invoice before making the payment.

If you want to pay by PayPal, please wait for the separate PDF invoice before making the payment or pay immediately and pay for the additional shipping costs in a second PayPal payment (after receiving the invoice).
 
Tracking your shipment:
If we ship by DHL parcel (but not for envelopes), you will receive an automatic email when we ship which tells you the parcel number. Click on the internet address (URL) in the email to go to the online DHL service for parcel tracking which tells you about the status of your shipment. The online tracking service is only available for destinations in W. Europe.

Further important terms of business:
 
The following terms of business apply to all orders, offers, shipments and services.
You can find information on cancelling your order on a separate page Cancellation.
 For security reasons your address and ordering information cannot be accessed by third parties through the internet and are handled confidentially in accordance with our privacy policy. Older versions of the terms of business loose their validity when a newer version is published. 
  1. Acceptance of your order
  2. Information about handcrafts and hand-made tiles
  3. Delivery times and shipping
  4. Sending back the goods
  5. Payment
  6. What to do in case of transport damage
  7. Warranty
  8. Other points
1. Acceptance of your order
You have made a binding purchase agreement as soon as you have received the confirmation email or the items you have ordered. You have made the agreement with Nicola Krämer, Lister Damm 13, D-30163 Hannover, Germany. The applicable price for the goods is the price which was valid when you placed your order. Older versions of the product catalogue and price list loose their validity when newer versions are published. The terms "product catalogue" and "price list" also refer to the online versions in our shop.
2. Information about handcrafts and hand-made tiles
Most of our products are hand-made and not mass-produced, Accordingly, you may find small differences from the catalogue pictures and/or samples which you may have received from us. This does not constitute grounds for complaint.
All tiles are hand-made and hand-painted. We inspect the quality of each tile before shipping. Small deviations in size, shape, pattern or colour or a slight irregularity in the glaze can occur in some cases. The manufacture with traditional handcrafts leads to the special character of the tiles, and small irregularities are no reason for sending them back. The crackelee effect (= very fine cracks in the glaze) are an intended feature. This is no ground for complaints.
3. Delivery times and shipping
Delivery times are shown in the descriptions of the products. We normally ship with DHL parcels. Please ask if you want us to ship using a pallet.
 
We can also ship to a DHL Packstation (automated parcel collection service) subject to the max. parcel size limitations.
4. Sending back the goods
 
How to send back the goods
Use the original packing material if possible. Shipments up to 2 kg in weight can be sent as a small packet, up to 20 kg as a DHL Parcel. Suitable address labels should be available from any post office. We will require proof that you have returned the goods (e.g. receipt from the post office).
Please write to us if you want to return shipments which weigh above 20 kg. We will contact you as soon as possible to discuss the best way to ship.
 
Partial returns
If you want to return only part of the order, please pay the amount on the invoice minus the gross value of the goods you want to return.
 
Crediting your account
To allow us to credit your account if necessary, please tell us your IBAN and BIC (or account number, the account holder, the name of the bank and the sort code). We will credit your account without sending a separate email or letter. If you would like a different arrangement, e.g. to order something else, please let us know in writing.
5. Payment
Payments within Germany
Payments for shipments within Germany can be made by Proforma invoice (bank transfer), PayPal or COD
 
Proforma invoice:
You should receive an automatic confirmation email shortly after placing your order which details your order including the total amount. Please pay the total amount without delay to the bank account shown in the email. You will receive a proper invoice marked "payment has already been received" when you receive the shipment.
 
When you make your payment, please enter the invoice number and date (Order ID from the order confirmation - letter T plus 4 digit number) as "notice to payee".
 
PayPal:
The goods will be shipped after we have received confirmation from PayPal that you have paid the total amount. This internet payment system is secure, does not cost you anything extra, provides buyer protection and simplifies above all international payments. For more information about PayPal see www.paypal.com.
 
Our PayPal address for payments (not for messages) is paypal@tamega-shop.de
 
COD (cash on delivery):
When the delivery arrives, you must pay the postman the total amount including charges for the COD service (6,00 Euro).
 
Shipments outside of Germany
Payments for shipments outside of Germany can only be made by Proforma invoice (bank transfer) or PayPal. Payment by COD is only possible for shipments within Germany.

Click on the extra page "Shipping costs" (navigation on the left) for information about our international shipping costs.

If you want to place your order online, in addition to the automatic order confirmation by email (showing the shipping costs within Germany) we will send you a separate proforma invoice (email with a PDF file) which shows the total price including the actual shipping costs to your address. The separate invoice is prepared by us manually, normally within 1 to 2 working days. Please wait for the a separate invoice before making the payment.

Please use the IBAN and BIC bank code which is shown on the separate email. UK customers: We also have UK bank account which may be more convenient for you - ask us for the account number and sort code.
 
PayPal
If you want to pay by PayPal, please wait for the separate PDF invoice before making the payment or pay immediately and pay for the additional shipping costs in a second PayPal payment (after receiving the invoice). The goods will be shipped after we have received the total amount including international shipping. For more information about PayPal see www.paypal.com.
 
Our PayPal address for payments (not for messages) is paypal@tamega-shop.de
6. What to do in case of transport damage?
Shipments within Germany:
Visible transport damage should be notified immediately to the postman. Please ask the postman to write and sign a note about this. If the goods are damaged too, please notify us in writing or by email without delay, at the latest 24 hours after receiving the goods.
 
Keep the damaged goods until the claim has been settled. You may need to prove the damage or send a photo to the shipping company.
 
Shipments outside of Germany:
According to the terms of business of DHL, for shipments outside of Germany you - as the recipient of the goods - must notify the damage to the DHL office in your country within 7 days.
 
Keep the damaged goods until the claim has been settled. You may need to prove the damage or show it to the DHL office in your country.
 
DHL contacts for notifying transport damage:
 
Austria: DHL Express Customer Service tel. 0820-55 05 05. For further information see www.dhl.at.
 
Switzerland: DHL Customer Service tel. 0848 711 711. For further information see www.dhl.ch.
 
When you contact DHL: They will ask for the parcel number which is on the address label. If you are not certain about this, ask us for the parcel number.
 
For DHL in other countries: Go to the DHL web page with the internet code for your country (example: England www.dhl.co.uk, Sweden www.dhl.se and France www.dhl.fr) to get the phone number for the customer service.
 
Please contact us if you need help for other countries.
7. Warranty
Please keep the invoice. The statutory warranty conditions apply.
8. Other points
Our offer is subject to change without notice.
 
Purchase or delivery agreements which you make with us - including orders for shipment to or from other countries - are subject to German law.
 
Place of jurisdiction:
The place of jurisdiction is Hannover, Germany provided that both parties are general merchants.
 
All displayed prices include the currently applicable VAT for Germany.
 
All photos and illustrations on our web site and printed materials are protected by § 72 of the German copyright laws.
 
All supplied goods remain the property of Nicola Krämer until they are fully paid.