Menu

Terms of Sevice and Privacy Policy

Terms of Service

By visiting this website, you are consenting to our terms and conditions. This website is operated by Koeppel Design, LLC. Throughout the site, the terms “we”, “us” and “our” refer to Koeppel Design, LLC.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions, including those additional terms and conditions and policies referenced and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Payment Terms

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and design services to you. We’ve partnered with Shopify Payments and Stripe to securely process credit and debit card payments. We never learn or store your credit card information. 

Custom Orders
All custom orders are final sale and may not be returned or exchanged. Payment must be received in full prior to the start of production of your custom item(s). Prior to producing your custom product(s) we will send you a final proof via PDF for your approval.

Wholesale Orders
All first-time wholesale orders must be paid in full prior to shipment release. We will not submit your order to production until payment has been received. For reorders and existing wholesale accounts, we offer Net 14 terms. For more information regarding wholesale accounts, please refer to your signed contract with Koeppel Design, LLC, or email us directly at orders@koeppeldesign.com.

Shipping

Most of our products are made-to-order and/or we keep a small inventory of products on hand. Please refer to the bottom of individual product pages for accurate and updated production lead times as on occasion, some products may be on backorder due to high demand. It is the customer's responsibility to provide a safe address for orders to be delivered to. We are not responsible for any shipping errors or returns due to incomplete or inaccurate addresses provided to us at checkout. If you would like to add delivery confirmation with signature, please let us know in a note to us at checkout.

Domestic
All products are shipped from San Francisco Tuesday–Friday via UPS Ground shipping. Gift Certificates are shipped via USPS Priority Mail. Once your order is packaged for shipment you will receive shipping confirmation via email with UPS or USPS tracking number and estimated delivery date. The average transit time is 3–7 business days. Please allow up to 72 hours for UPS and USPS tracking codes to activate after you have received shipping confirmation from us. If your order includes multiple products, your order will be held until all items are ready and will be shipped together.

International
All products are shipped from San Francisco Tuesday–Friday via DHL. We include full insurance coverage on all international orders. Customers outside the US may be subject to import taxes, customs duties, and other fees upon the shipment's arrival in your country. These charges must be paid by the recipient. We are unable to advise or estimate specific customs and tax regulations in each country, as customs policies vary from country to country.

Return Policy

We want you to be completely satisfied with your order. We do our best to portray our products accurately with detailed product descriptions, measurements and photos. We work diligently to maintain a very high level of craftsmanship and quality across our entire product line. We’re happy to answer any questions you may have prior to purchase, and do our best to answer all emails in under 48 hours, Monday–Friday. You may contact us via our contact page, or email us directly at orders@koeppeldesign.com. Our products are primarily made-to-order, therefore we are unable to offer returns on any items more than 7 days after your receive your order. Please be sure to read all product measurements carefully prior to purchase, to ensure that our product is the right size for your needs. Customers are responsible for all shipping costs on returned items. Returns on standard items must be approved by Koeppel Design prior to initiation, within 7 days of delivery.

If an item was damaged by the shipping company during transit, please send us an email with your order number, including photos of the packaging and the product. We will help you work with UPS or DHL when possible to resolve the issue. If you believe your order has a defect, or does not meet the high standards of craftsmanship represented here on our website, please email us with your concerns.

Exchange Policy

No returns or exchanges are permitted on custom orders (non-standard products). All sale items are final sale. On standard products, exchanges may be made within 7 days of receiving your order. All claims must be authorized by Koeppel Design by email. To be eligible for an exchange, your item must be unused and in the original packaging. Any used or altered merchandise will not be accepted. You may receive a store credit once the item has been returned in its original condition.

Customers are responsible for all shipping costs. If you are shipping an item over $75, we strongly recommend using a trackable shipping service like UPS and/or purchasing shipping insurance. We can generate a UPS return label on request, however the shipping cost will be deducted from your exchange/store credit. To initiate an exchange, please email at orders@koeppeldesign.com within 7 days of receiving your order, with your order number and reason for exchange. 

Privacy Statement

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall. We’ve partnered with Shopify Payments and Stripe to securely process credit and debit card payments. Shopify and Stripe share your name, address, and email with us. We never learn or store your credit card information, and we will never sell any of your contact information.

PAYMENT
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you manually give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. With your permission, we may send you emails about our store and new products, through Shopify, or our trusted third party partner, Mailchimp.

We use this information to learn more about the products and services our customers want the most, so we can serve you better, and create the products you need and want most. The information collected is only shared with third parties if required by our terms of service/agreement with those parties, or if we are legally required to by law.

CONSENT
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

You may withdraw your consent for us to contact you at anytime, by contacting us at orders@koeppeldesign.com

These terms of service and privacy policy will be periodically reviewed and updated to reflect the current functions of the site. The last update was: February 15, 2017

If you have any questions about these terms of service or our privacy policy, please email orders@koeppeldesign.com

 

Join our Email List

Join + get $10 off your first purchase!