Contact - If you have any questions about your order, please send us an email via contact.ellykellner@gmail.com and clearly state your full name and order number.

About the shop & products – Elly Kellner produces all products herself, some items are (partly) handmade. Please be aware that the actual product may look different (for instance a slight color difference) from the photo shown on your screen.

Copyright - When you buy a print, or an original handmade piece of art, you may enjoy and use it, but you don't receive the copyright on the image or product. It is therefore not allowed to reproduce my artwork or use it for commercial purposes like a website, flyer, logo etc. If you want to use it for commercial purposes, please send us an email with your request. At all times the copyright remains with Elly Kellner and copyright infringement will be dealt with.

Ordering - Please make sure you double check your postal address and your email address before you complete your order. An order confirmation email will be sent to you email address and if you ordered physical products they will be sent to the exact address you filled out. If you made a mistake contact us as soon as possible and we can hopefully fix things.If you have filled out the wrong or incomplete address and we have already posted your parcel, your order may not arrive. We do not take responsibility for this, so please make sure you double check it yourself.

Confirmation email - If you have not received an order confirmation via email please check the spam-folder of your email inbox. Some email services put our email straight into spam. You might find it there. To prevent this from happening again in the future you can add our email address to your list of trusted senders. If the shop doesn’t work on your phone, please try again on a computer or another device.

Out of stock products - Some products are limited. There is a number of CD's made of Elly Kellner's albums so far (up until 2020) and when they are all sold they will not be re-produced. Some prints or special packages are limited as well. We don't offer a service to print or produce on demand but keep your eye on the shop as we may add new products in the future.

Signed albums - If you want Elly Kellner to sign her name on a particular album/CD/record, please leave a note in the 'ordernotes' during your checkout process.

Receipts - After you placed your order in my shop you will receive the digital receipt/invoice via the emailaddress that you entered during the ordering proces.

Payment methods - You can pay with iDEAL, PayPal, Creditcard or Bancontact. A discount code can only be added during the checkout process. Once your order is completed it is not possible to add it afterwards. If no code was added we are unable to offer the discount or a refund.

Shipping - We take special care of the packaging and shipping. Please note we try to re-use cardboard and packing materials as much as we can. All orders are shipped out on Wednesday, unless noted otherwise. Shipping costs are based on the total weight of the parcel. When you place your order you will see an overview of all the costs, including shipping, before you make your order final. All shipping costs include postage, packaging and processing of the order. The shipping costs are non-negotiable and each order is sent through PostNL. We ship to the countries that are listed on checkout. If your country isn’t listed we unfortunately don't offer shipping to you at this moment.

Shipping times (& Covid-19) - The shipping times will vary depending on the country where you want to receive your order. Within the Netherlands it is expected to be 2-5 days. Within Europe it normally is 5-14 days but due to Covid-19 it can now take up to 4 months. For countries like the Unites States, Canada and Australia it usually takes about 10-30 days but because of Covid-19 it may now even take up to 8 months. Additional taxes for your parcel to enter your country are at your own expense. Please be aware of all the above before you decide to place your order. If you choose shipping with a track and trace code you can see where your package currently is at. At www.internationalparceltracking.com you can fill out your code, country and postal code and locate your parcel. This is not possible without track and trace. After we wrapped up your order carefully and posted it (with or without track and trace) it is out of our hands and if, in the worst case scenario, your parcel is lost we cannot take responsibility.

Refunds and exchanges – If, by chance, you have received the wrong item, please contact us. A photo of the items you received together with your full name and the ordernumber will help us sort it out for you. We will send you the correct product at no extra cost. In the event that your prefered item has gone out of stock, we will do our best to offer you an alternative or refund your purchase amount.

If you have received a CD and it is faulty, meaning it doesn't play in your CD player or computer, please let us know, with your name and ordernumber. In the case where the faulty item you purchased has gone out of stock after you ordered it we will try our best to offer you a worthy alternative or refund your payment if you prefer. Of course we want to see you happy with our products!

If you’ve ordered a digital product like a music download or downloadable PDF, refunds are not possible. For physicial items we accept returns due to change of mind as long as a request to return is received by us within 10 business days of receipt of item, and are returned to us in original packaging, unused and in resellable condition. Return shipping will be paid at the customers expense and will be required to arrange their own shipping.

Package lost or damaged - In the unforeseen case that your package is damaged or lost during shipping we cannot take responsibility. As we have no control over the ways national postal services treat their mail it will be best for you to file a complaint with your local postal service. We cannot offer a refund in this case.

By placing your order, you agree to having read all of the terms above, and agree with them.