Returns and complaints

Important information about returns and complaints

Your purchase at Alabaster Studio is governed by Norwegian law, including the Right of Withdrawal Act, the Consumer Purchase Act, the Marketing Act, the E-Commerce Act and the Contracts Act. These give you as a consumer inalienable rights. The full text of the law is available at www.lovdata.no . By shopping in our online store, you accept our terms of purchase and our return and complaint rules.

Right of return and cancellation

We offer a 14-day return policy for online purchases from the day you receive the item. For the return to be approved, the item must be unused, in its original condition, with tags and in the original packaging. A receipt or proof of purchase must be included.

To make a return, please contact us at kontakt@alabasterstudio.no with your order number and information about the item you wish to return. Once the return is approved, we will send you the return address and further instructions. The customer is responsible for shipping costs and for ensuring that the item is returned safely.

When we receive the return, it will be processed immediately. Please note that it may take a few days for the bank transfer to be processed, normally between 10-14 business days. Please note that banks and card companies may take extra time to register the refund. If you have not received the amount after 14 business days, please contact us.

You can also return items purchased in the online store directly to us in our stores. In order for us to be able to help you, you must have your order confirmation with you.

When purchasing online within the EU, you also have the right to exercise your right of withdrawal within 14 days, without giving a reason. The terms for returns are the same.

Products without return or cancellation rights

Order items :

There is no right of exchange or return on custom-made items. If you have purchased an item in an online store or in one of our stores that we have to order from the supplier to deliver specifically to you, there is no right of exchange or right of withdrawal. Examples of this are vintage products, Murano lamps and other lamps ordered to measure and in the desired color, exhibition models, art, as well as special orders such as furniture, mirrors, wallpaper, textiles and carpets.

Murano lamps are not covered by the right of withdrawal. Clinking in glass lamps caused by movement in the home is not considered a defect and does not give rise to a complaint.

When purchasing larger furniture, it is the customer's responsibility to check that the furniture can be delivered and carried into the home. We are not responsible for incorrect measurements, color choices, fabrics, or that the furniture does not fit.

Vintage items are sold “as is”, usually without documentation. If this is important to you, we recommend that you consider your purchase carefully before ordering.

Wallpaper and textiles are made to order, and there is no right of return or exchange, neither from the manufacturer nor from Alabaster Studio. It is the customer's, or tailor's, responsibility to check that the order is correct before it is sent in. After an order has been placed, it is not possible to make changes, cancel or return.

Exchange of goods

Normal right of exchange against receipt within 14 days, but there are some exceptions, see below. Right of exchange requires that the item is unused and has tags on and is in original packaging. There is no right of exchange on custom-made items.

Damage and complaints

If you receive a damaged, defective or faulty item, please contact us immediately and no later than 14 days after receipt. Please send an email with your order number, a brief description of the problem and photo(s) of the item and packaging. Keep all parts until the matter is resolved. The customer must take photos of the packaging showing the damage and submit them immediately, we cannot replace items damaged by the post without photos.

Shipping, delivery and liability

Many of the products we sell are hand-picked and unique vintage items. We therefore point out that all items are shipped at the customer's own risk and subject to Posten/Bring's terms and conditions. Within Norway, shipments are sent with insurance up to 10,000 kroner. Any damage that occurs during transport must be reported directly to the carrier and always with pictures.

We disclaim liability for items after they have left the store, and hope for your understanding. The risk of shipping is one of the reasons we encourage you to shop in our physical stores when it comes to fragile or valuable items.

Additional shipping costs may apply

When purchasing larger items such as furniture, carpets and mirrors, additional shipping may apply and will vary depending on size, weight and delivery address.

We can also order an external delivery truck so that you can have the item delivered right to your home. You as the customer must cover these costs yourself. Please contact us for shipping and delivery at kontakt@alabasterstudio.no .

Lamps and electrical installation

Many of our lamps, especially older and vintage ones, lack CE marking and may have inadequate documentation. Some may also require new electrical installation. It is the customer's responsibility to ensure that the lamps are installed and used in a safe manner. If in doubt, it is recommended to contact an authorized electrician.

We do not provide a functional guarantee on vintage lamps, and installation is at your own risk.

Prices, color reproduction and reservations

All prices are stated in Norwegian kroner and include VAT. Shipping costs are additional, unless otherwise stated. Some products are marked with a price of NOK 0. This means that the price is stated upon request. Such items cannot be ordered without further contact, and orders without an agreed price will be canceled.

We do our best to display accurate colors and details in product images, but color reproduction may vary from screen to screen. We reserve the right to make corrections for printing errors, stock status, price and product information.

If you discover something that is not correct, please contact us so we can correct it.

Privacy and payment

We process personal data in accordance with applicable data protection legislation. The information is not shared with third parties beyond what is necessary to complete the purchase. When using Klarna or similar services, certain information may be shared with the supplier to handle payment and any credit assessments. You can find more information in Klarna's privacy policy.