General Terms and Conditions
These terms of sale apply to purchases in the online store Namelabels.com, EU region (namelabels.com/eu/) (“online store”).
For consumer purchases, these terms may not restrict your mandatory consumer rights under German and EU law.
1. ABOUT US (SELLER)
The online store Namelabels.com, EU region, is operated by:
Kleberli Namensaufkleber GmbH
Greifswalder Straße 226
10405 Berlin
Germany
Phone: +49 30 20200068
Email: [email protected]
Return address (if different, otherwise as above):
Kleberli Namensaufkleber GmbH, Greifswalder Straße 226, 10405 Berlin, Germany
In these terms, we refer to ourselves as “we”, “us” or “seller”. We refer to you as the customer as “customer” or “you”.
2. THE CONTRACT
The contract consists of:
a) these terms of sale,
b) the information provided during the ordering process (product information, price, shipping, etc.),
c) the order confirmation (by email).
In the event of any conflict, b) and c) take precedence, unless mandatory statutory provisions provide otherwise.
3. ORDER AND CONCLUSION OF THE CONTRACT
3.1 When is the order binding?
The contract is concluded as soon as you have received our order confirmation by email.
3.2 Reservations
We make the following reservations:
- obvious typing and printing errors (e.g., price, product text, stock status),
- unavailability of goods and obvious pricing errors.
If an order cannot be fulfilled, we will inform you as soon as possible and refund any payments already made.
4. PRICES AND TAXES
All prices are shown in EUR and include statutory value added tax (VAT), where applicable.
The total price (including shipping costs and any fees) is shown at checkout before the order is completed.
5. PAYMENT
Payment is made using the payment method selected at checkout. Payments are processed via Adyen and/or the respective payment method selected.
5.1 Card payment
Card payments are processed via Adyen (or its partners). We do not store complete card data.
5.2 PayPal
If you select PayPal, payment is made via PayPal. PayPal’s terms of use may additionally apply.
5.3 Klarna “Pay Later”
We offer Klarna “Pay Later” (pay later/invoice). Klarna may carry out a credit or risk assessment in connection with this payment method.
In the event of late payment, fees, default interest and collection costs may be incurred in accordance with Klarna’s terms.
Klarna’s full terms are shown at checkout and/or are available here:
Terms of use (in German) ·
Privacy policy (in German)
Questions about Klarna: Klarna customer service
5.4 Apple Pay
Apple Pay is completed by confirming the payment in the Apple Pay flow on your device.
6. DELIVERY AND SHIPPING
6.1 Delivery area
We deliver to all EU countries except Sweden. Available shipping options may vary depending on the country, type of goods and order value and are shown at checkout.
6.2 Shipping methods
Depending on the destination country and the contents of your cart, we offer the following shipping methods:
- Letter mail (free of charge, without tracking)
- Letter mail with tracking (“tracked”) for a surcharge
- Parcel shipping with UPS (EU-wide), possibly free of charge above a certain order value (threshold)
6.3 Shipping costs
- Free letter mail (without tracking): free of shipping charges, where available at checkout.
- Tracked letter mail: the price is shown at checkout before the order is completed.
- UPS parcel: the price is shown at checkout before the order is completed. UPS may be free of charge above a certain order value; the threshold and the conditions are shown at checkout.
Note: Free letter mail is generally sent without tracking. If you would like tracking, choose “tracked” or UPS (where available).
6.4 Delivery time
Orders received on business days before 09:00 are generally processed on the same day.
Production time is normally 1–2 business days. Delivery time within the EU is typically approx. 2–7 business days, depending on the country and shipping method (non-binding estimate).
Delays may occur (e.g., public holidays, promotions, border/logistics processes, disruptions at the carrier). Untracked letter mail may take less or more time.
6.5 Delivery address
Delivery is made to the address you provide during the ordering process. You are responsible for the accuracy of this information.
If you notice an error after ordering, please contact us immediately at [email protected]. Changes are generally possible as long as the goods have not yet been produced and/or shipped.
7. UNCOLLECTED SHIPMENTS / SHIPMENTS RETURNED BY THE CARRIER
Uncollected parcels are not automatically deemed to be a withdrawal.
If a shipment is returned to us because it could not be collected or was undeliverable, we may deduct the costs actually incurred (e.g., return postage/return freight and any packaging) from the refund amount.
We do not charge a “penalty fee” for uncollected shipments.
8. RIGHT OF WITHDRAWAL (CONSUMERS)
8.1 When does the right of withdrawal apply?
Consumers generally have the right to withdraw from a contract within 30 days of receiving the goods, unless an exclusion under section 8.5 (personalized goods) applies. Kleberli thereby voluntarily grants a longer period than the statutory 14 days.
8.2 How do you exercise your right of withdrawal?
To withdraw, you must send us an unequivocal statement of your decision to withdraw within 30 days. This can be done by email, for example.
You can:
- use the withdrawal form (Appendix 1) (not mandatory), or
- make another unequivocal statement.
Send your withdrawal to:
Email: [email protected]
Address: Kleberli Namensaufkleber GmbH, Greifswalder Straße 226, 10405 Berlin, Germany
8.3 Returning the goods after withdrawal
After declaring your withdrawal, you must return the goods without undue delay and at the latest within 14 days.
Return address:
Kleberli Namensaufkleber GmbH, Greifswalder Straße 226, 10405 Berlin, Germany
8.4 Condition of the goods – inspection and compensation for loss of value
You may inspect the goods as would be possible in a retail store.
If the goods are used beyond this, you may be liable to pay compensation for any loss of value resulting from handling that was not necessary to examine the nature, characteristics and functioning of the goods.
Please pack the return carefully. You bear the shipping risk of the return until it is received by us. We recommend an insured/trackable return shipment.
8.5 Exclusion of the right of withdrawal (personalized goods)
There is no right of withdrawal for goods that are made to the customer’s specifications or are clearly tailored to personal needs (e.g., name labels, bottles and lunch boxes with a chosen name and/or design).
If an order contains both personalized and non-personalized items, the right of withdrawal applies only to the non-personalized items.
Note: Irrespective of the right of withdrawal, your statutory rights in the event of defects (warranty) remain unaffected; see section 9.
8.6 Return costs in the event of withdrawal
If you exercise your right of withdrawal, you generally bear the direct costs of returning the goods, unless the return is due to a defect/production error or we have expressly agreed otherwise.
8.7 Refund in the event of withdrawal
When we receive your withdrawal, we will refund all payments we have received from you, including the costs of standard delivery (with the exception of additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery).
The refund will be made without undue delay and at the latest within 14 days of the day on which we received notice of your withdrawal.
We may withhold the refund until we have received the goods back or until you have provided proof that you have sent back the goods, whichever is the earlier.
The refund will generally be made using the same means of payment that you used for the original transaction, unless expressly agreed otherwise.
9. WARRANTY (RIGHTS IN RESPECT OF DEFECTS)
9.1 What does warranty mean?
If the goods are defective or do not conform to the agreement, you are entitled to the statutory rights in respect of defects (e.g., subsequent performance [Nacherfüllung], price reduction [Minderung], rescission of the contract [Rücktritt], damages [Schadensersatz] – in each case subject to the statutory requirements).
9.2 Periods
For consumers, the statutory warranty period of 2 years from delivery generally applies, unless mandatory law in your country of residence within the EU provides otherwise.
9.3 How to report a defect
Contact us at [email protected] and state:
- your order number,
- a description of the defect (photos are welcome),
- which solution you would like (e.g., replacement/repair).
Please do not send goods back without prior agreement, unless we expressly agree to this.
10. TRANSPORT DAMAGE / INSPECTION ON RECEIPT
Please inspect the shipment upon receipt.
If the goods are damaged, please contact us promptly with photos of:
- the damage to the goods,
- the packaging (if relevant),
- the shipping label/tracking (if available).
11. PRODUCT USE AND SAFETY
Our products must be used in accordance with the instructions/recommendations.
You are responsible for damage caused by improper use (e.g., too high a temperature with iron-on labels or incorrect placement).
This provision does not limit your statutory rights in the event of defects.
12. DATA PROTECTION
We process personal data in accordance with applicable data protection law.
You can find our privacy policy here: Privacy Policy
13. COPYRIGHT AND INTELLECTUAL PROPERTY RIGHTS
Texts, images, design and other content on Namelabels.com are protected by copyright and may not be used or reproduced without permission, unless mandatory statutory provisions permit otherwise.
14. FORCE MAJEURE
If we are prevented from fulfilling our obligations due to circumstances beyond our control (e.g., fire, war, natural disasters, significant operational disruptions, strikes, official measures or significant disruptions to transport/supplier services), delivery may be delayed or become temporarily impossible. In this respect, liability exists only within the scope of mandatory statutory provisions.
15. CHANGES TO THESE TERMS
We may update these terms as required. Your purchase is governed by the terms that were available in the online store at the time of ordering, as also shown in the order confirmation.
16. COMPLAINTS AND DISPUTE RESOLUTION
16.1 Contact us first
If you have a complaint, please contact us at [email protected]. We will try to find an amicable solution.
16.2 Consumer dispute resolution (VSBG [Verbraucherstreitbeilegungsgesetz, German Consumer Dispute Resolution Act])
We are neither willing nor obliged to participate in dispute resolution proceedings before a consumer dispute resolution body (Verbraucherschlichtungsstelle).
Note: The former EU online dispute resolution platform (OS/ODR) has been discontinued; we therefore do not refer to this platform.
16.3 Choice of law and place of jurisdiction
These terms are governed by German law, excluding the UN Convention on Contracts for the International Sale of Goods (UN-Kaufrecht [CISG]). If you are a consumer residing in another country, you also benefit from the mandatory consumer-protection provisions of the law of the country where you reside.
For consumers, the mandatory rules on jurisdiction at the consumer’s place of residence apply, where applicable. For businesses (Unternehmer), the statutory rules apply; the place of jurisdiction is – to the extent permitted – our registered office.