General conditions
ARTICLE 1: Scope of Application
1. These general terms and conditions (hereinafter: the Terms and Conditions) apply to all agreements, deliveries, and other services concluded between the customer and MOS by Alicia (hereinafter: MOS).
2. By placing an order, the customer agrees to be bound by these Terms and Conditions.
3. Unless otherwise agreed in writing by MOS, the customer’s own terms and conditions are not accepted.
ARTICLE 2: Formation of a Contract
1. MOS confirms the customer’s order by email.
2. This confirmation email is not generated automatically and may therefore not be received immediately or on the same day.
3. MOS reserves the right to refuse a delivery or to impose special conditions, provided reasons are given. If MOS cannot clearly determine the customer’s permanent or temporary address, the order cannot be accepted.
4. Order processes that are interrupted for technical or other reasons before payment instructions are completed are not considered complete, even if the customer has received an order confirmation. Such orders will, in principle, not be fulfilled. However, MOS will endeavor to contact the customer to complete the payment instructions so that the order can be processed.
ARTICLE 3: Prices and Costs
1. The contract price is the price applicable at the time the order is placed in the webshop. All prices are stated including VAT.
2. Prices listed in the webshop exclude shipping costs.
3. MOS is not bound by the terms of offers in the event of printing, typesetting, or programming errors on the website.
ARTICLE 4: Fulfilment of Orders
1. MOS exercises the utmost care when processing orders.
2. Items are delivered to the address provided by the customer. If the customer provides an incorrect address, the cost of creating a new shipping label will be borne by the customer.
3. MOS dispatches accepted orders as quickly as possible in the order in which they are received.
4. Delivery times stated on the website are estimates only, and no compensation can be claimed if delivery takes longer.
ARTICLE 5: Customs Duties, Excise and Taxes
1. The customer is responsible for verifying whether the product can be legally imported into the destination country. When ordering from MOS, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside the European Union may be subject to import taxes, duties, and fees levied by the destination country. The recipient of international shipments may be subject to such charges once the shipment reaches their country. Additional customs clearance charges must be borne by the recipient; MOS has no control over these charges and cannot predict their amount.
2. It is advisable to contact your local customs office for current charges before placing an order to avoid unexpected costs.
ARTICLE 6: Right to Return Items
1. The customer has the right to return an item to MOS within fourteen (14) days after delivery, without stating a reason. This applies to items from the standard collection. Standard clothing refers to all items listed under the “shop” section. In such cases, the purchase will be cancelled and the customer will receive a refund for the item. This right does not apply to discounted items or custom-made clothing. Please note that shipping costs for returned items are not refunded.
2. No refund will be issued for items returned after the fourteen-day period.
3. If you have purchased an item from MOS that has been tailored to your personal measurements and preferences, it is considered custom-made clothing. This applies to both modified standard items and items created from a completely new pattern based on the customer’s measurements. Custom-made clothing cannot be returned. See Article 14 for more information.
4. Items must be returned in accordance with the instructions provided on the return form, as stated on the website.
5. Items must be returned in a condition generally accepted for normal use, such as trying on items in regular stores. If the customer wishes to exercise the right of return, the item must be returned together with everything originally delivered, in its original condition and packaging, in accordance with the clear and reasonable instructions provided by MOS.
6. MOS reserves the right to refuse or return an item if it appears to have been used, no longer has its original labels, shows damage caused by the customer, or if the return instructions have not been followed.
ARTICLE 7: Delivery Errors
If MOS delivers an item that differs from what the customer ordered, or if the item is damaged or defective, the customer must notify MOS as soon as possible. MOS will reimburse the purchase price plus shipping costs.
ARTICLE 8: Complaints
1. If a customer wishes to exchange or return an item, the instructions on the following page must be followed: https://mosbyalicia.com/retourneren/
2. Other questions, comments, or complaints regarding an order, payment, or delivery must be submitted in writing to: info@mosbyalicia.com
3. The email must include: the customer’s name, the email address registered with MOS, the order or invoice number stated in the order confirmation, and a description of the item.
ARTICLE 9: Minimum Age
1. Orders placed by persons under the age of 18 will not be accepted by MOS.
2. MOS is not responsible if the customer provides incorrect information.
ARTICLE 10: Payment
1. The customer can pay via iDEAL, PayPal, and Bancontact (Belgium).
2. All payments must be made in accordance with the instructions on the webshop pages.
ARTICLE 11: Privacy
1. By placing an order, the customer grants MOS the right to use their personal data where necessary. This data will be stored only as long as required for the purposes for which it was obtained and processed, i.e., for the execution of the agreement, marketing purposes, and maintaining contact with the customer.
2. Personal data provided by the customer will not be shared with third parties for commercial purposes without the customer’s explicit consent. The customer has the right at any time to request that MOS amend their data.
ARTICLE 12: Applicable Law
1. The agreement between the customer and MOS is governed by Dutch law.
ARTICLE 13: Intellectual Property
All product names, brands, logos, models, patterns, and designs displayed or linked to the products, or otherwise related to them, are the property of the seller. The customer acknowledges the seller’s intellectual property rights and shall refrain from using these rights in any way or engaging in any conduct that could harm or negatively affect them.
ARTICLE 14: Custom-Made Clothing
1. Items tailored to the customer’s measurements and preferences are considered custom-made. This includes modified standard items and items created from entirely new patterns.
2. These items cannot be returned.
3. The invoice must be paid in full before the order is shipped.
4. If there is an issue with the delivered custom-made item, it must be reported in writing within seven days to: info@mosbyalicia.com
. Together, we will assess possible adjustments. If the issue is due to an error by the atelier, it will be repaired once free of charge, provided it is reported within seven days.
5. Any adjustments requested after this period will be charged.
ARTICLE 15: Trade Fairs / Physical Sales
1. Purchases made at fairs, markets, pop-up stores, or other physical points of sale are final and cannot be returned or exchanged.
2. The statutory right of withdrawal (14-day cooling-off period) does not apply to purchases made in person.
3. The customer is responsible for checking the size, color, and condition of the item before purchase. After payment, the item is considered accepted.
4. Minor differences in color, fit, or finish do not entitle the customer to a refund or complaint for in-person purchases.
5. After purchase, the customer is responsible for the product. Damage occurring after purchase is not the seller’s responsibility.
6. We do not offer the option to reserve or hold items without immediate payment.
7. During fairs and physical sales events, only the indicated payment methods are accepted.
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ARTIKEL 16: Wet Langdurige Zorg (WLZ)
1. Onder WLZ-jassen worden uitsluitend de jassen verstaan die zijn goedgekeurd en vergoed door het zorgkantoor.
2. Het vooraf verstrekte pasformulier dient als hulpmiddel en is niet verplicht om in te vullen.
3. De afspraken die tijdens de pasafspraak mondeling worden gemaakt, zijn leidend. Eventuele voorkeuren uit het pasformulier worden als uitgangspunt gebruikt, maar zijn niet bindend.
4. Fouten die aantoonbaar zijn ontstaan tijdens het maakproces in het atelier vallen onder een pasgarantie van drie (3) maanden na levering.
5. Wijzigingen in pasvorm, kleur of andere eigenschappen die na de pasafspraak of levering worden aangevraagd, zijn voor rekening van de cliënt. De tijdens de pasafspraak gemaakte afspraken zijn hierbij leidend.
6. De instelling is verantwoordelijk voor het tijdig aanvragen van de jassen bij het zorgkantoor. Een pasafspraak wordt uitsluitend ingepland nadat de benodigde goedkeuring is verkregen.
7. De instelling is verantwoordelijk voor het ondertekenen van de afleverbon binnen veertien (14) dagen na levering.
8. De productietijd gaat in vanaf het moment dat de betaling is ontvangen, hetzij via het zorgkantoor, hetzij via de cliënt (bij een eventuele eigen bijdrage).
9. Kosten voor reparaties vallen niet onder de vergoeding van het zorgkantoor en zijn altijd voor rekening van de cliënt of instelling.
10. MOS by Alicia is niet aansprakelijk voor eventuele risico’s, schade of letsel voortvloeiend uit het gebruik van de geleverde kleding.