FAQs 2017-02-22T16:08:28+00:00

FAQs

Where are your products made?

All assembly and shipping occurs locally in Brooklyn NY, by local craftspeople.  Products are custom made, and made-to-order, so expect a wait time of at least 8 weeks.

What if the product I want is not in stock?
Most often, products will be made upon receipt of order. We keep very little stock of fixtures for immediate shipping.

What if I have a specific lead time?
Please share your lead time with us and we will work with you to accommodate it. Rush orders can be accommodated for an additional fee if need be. Please inquire.

Can I cancel my order?
Cancellations must be made within 7 days of confirmation of order. Cancellations of a custom order must be made within 2 days of confirmation of order. No cancellations will be accepted after the above grace periods. No cancellations will be accepted on rush orders.

Do you customize your products?
We often customize our products to suit customer needs. Typically customizations incur a charge equal to 30% of the value of the standard item, based on the requests and materials required. Our lead time for custom orders typically adds an additional 2-4 weeks weeks.

What if my order is too large or fragile for UPS?
Some of our products are too large or fragile to ship via UPS and must ship via common carrier (motor freight). If your order is oversized, we will contact you with a shipping quote for approval prior to finalizing your order and payment.

What if my order is damaged in shipping?
Please examine condition of cartons before signing delivery receipts: Our products are thoroughly inspected and carefully packed before leaving our facility. Should you receive products in a damaged condition apparent or concealed, claims for damage must be made writing within 10 days of receipt of goods. If damage has occurred in shipping all packaging must be retained by receiver.  Photos of each side of the box including shipping label is required. Failure to do so may invalidate any claim.

Apparent Damage: Should visual inspection upon the receipt of a shipment show damage, it must be noted on the delivery receipt and signed by both you and the driver. Failure to do so will result in the carrier refusing to honor your claim. Retain all packing materials and notify carrier within immediately that you wish an inspection report made.

Concealed Damage: When damage is not apparent until the product is unpacked, then a claim for concealed damages must be made immediately. Retain all packing materials and notify carrier that you wish an inspection report made so you can proceed to make claim against carrier.

Will I be charged sales tax?
We are required to charge sales tax on the merchandise & shipping total for items shipped to New York State addresses unless a valid resale certificate is presented at time of order. Sales tax will not be charged on orders shipping to non New York State addresses.

Items that are made within the Netherlands will include the VAT.

How do I clean and care for my product?
For dusting and light cleaning of hard surfaces use a soft, dry cloth. For further cleaning, dampen a soft clean cloth with water and firmly wring out. Gently wipe the surface then immediately use a dry cloth to wipe the surface again. If more thorough cleaning is necessary, use a mild detergent dissolved in water on a firmly wrung, soft cloth. Repeat the process with clean water as necessary.Polish with a soft cloth after wiping. Do not use abrasive or acidic household cleaning products. For the best maintenance of the product, protect it against sunlight and heat, and try to keep it away from moisture, grease and dirt. To avoid stains on horizontal surfaces, use coasters or mats under flower pots, vases, cups, glasses etc. Furthermore, protect the surfaces against sharp objects that might scratch.

Can I return my product?
See link for return details

1 Year Limited Warranty

Dwaal warrants products purchased only by the original purchaser from an authorized reseller or distributor. Dwaal warrants that its products will be free from defects in material and workmanship under normal use and service for one year after date of purchase. Dwaal reserves the right, before having any obligation under this limited warranty, to inspect the damaged product, and all costs of shipping for inspection shall be borne solely by the purchaser. In order to recover under this limited warranty, purchaser must make claim to Dwaal within 14 days of occurrence. Dwaal at its option, shall repair or replace the defective unit covered by this warranty. In order to keep this limited warranty in effect, the product must have been handled and used as prescribed. This limited warranty does not cover any damage due to accident, misuse, abuse or negligence. It is the buyer’s Responsibility Keep the original invoice to verify your purchase date.