Terms of service

1. Who we are

This shop is run by Studio Milla Novo, Schoollaan 64d, 2121 GH Bennebroek, the Netherlands. Chamber of Commerce (KVK) number: 68407181. VAT number: NL148250397B01. Email: milla@millanovo.com.

2. When these terms apply

These terms apply to every order placed in this shop. For commissions and business orders, the agreed quotation applies, and these terms apply where the quotation doesn't say otherwise. In these terms, a "consumer" is a private person buying for non-business purposes.

3. Products, prices and errors

We describe and photograph every piece as accurately as possible. Each wall hanging and RopeWorks piece is handmade and every rug is hand-tufted, so small variations in colour, size and texture are part of the work and not a defect. Colours may look slightly different on your screen.

Prices for consumers in the Netherlands and the EU include VAT. Shipping costs are shown separately at checkout. For orders outside the EU, local import VAT and duties are not included (see our Shipping policy). If a price or description contains an obvious mistake, we're not bound by it; we'll contact you and you may cancel at no cost.

4. Your order and the contract

The contract is formed when you receive our order confirmation by email. If we can't accept an order, for example because a one-of-a-kind piece has just sold elsewhere, we'll let you know and refund any payment in full within 14 days.

5. Payment

Orders are paid at checkout using the payment methods shown. For made-to-order items with a delivery time of more than 30 days, consumers may instead choose to pay 50% when ordering and 50% before dispatch; contact us before ordering. Commissions and business orders are paid according to the payment terms in the quotation.

6. Delivery

Delivery costs and times are set out in our Shipping policy. Made-to-order times are indicative. If we can't deliver within 30 days, or within the made-to-order time stated on the product page, consumers may cancel the order and receive a full refund.

7. Right to cancel

Consumers have a 14-day right to cancel, with the exceptions and conditions set out in our Refund policy.

8. Quality and legal guarantee

Our pieces must match their description and be fit for normal use as wall art or rugs. If something is wrong, consumers have all the rights the law gives them, such as repair, replacement, a price reduction or a refund. This legal guarantee is not limited by these terms. Normal wear, fading from direct sunlight, and damage caused by incorrect use, cleaning or installation are not covered. Please follow the care instructions we give you.

9. Liability

Nothing in these terms limits the rights consumers have under mandatory law. For business customers, our total liability is limited to the amount paid for the order concerned, and we're not liable for indirect or consequential loss, except in case of intent or gross negligence.

10. Copyright and designs

All designs, artworks, photos and texts in this shop are the intellectual property of Milla Novo. Buying a piece gives you ownership of that physical piece, not the copyright or design rights. You're welcome to photograph your piece and share it on social media, ideally with a credit to @millanovo. Copying or reproducing the designs, for example in prints or other products, is not allowed without written permission.

11. Ownership

A piece remains our property until it has been paid for in full.

12. Complaints

If you're unhappy with anything, please email milla@millanovo.com with a short description and photos where useful. We'll reply within 14 days and do our best to find a good solution together.

13. Law and disputes

These terms and all orders are governed by Dutch law. If you're a consumer living in another country, you also keep the protection of the mandatory consumer laws of your country. Disputes go to the competent court in the Netherlands, unless the law gives a consumer the right to go to a court in their own country.

14. Changes

We may update these terms from time to time. The terms that apply to your order are the ones published when you placed it.