FAQ
RESPONSIBILITY
At Captain and Nel we try to curate and create beautiful items and art in a slow and considered way. We are always thriving to be part of a more sustainable future for people and the planet.
With our furniture collection we consider longevity, functionality, and environmentally conscious materials and design. We keep educating ourselves, so we become more responsible and take the necessary steps for a sustainable and consumption-conscious future.
If you have any feedback or ideas, we’d be grateful to hear from you at hello@captainandnel.com
The Craftsmen Collection
TIME OF DELIVERY
Given that all our products are crafted by hand, the delivery of your order might extend to a timeframe of 6-8 weeks.
I HAVEN’T RECEIVED THE DISPATCH CONFIRMATION WITHIN 1-3 DAYS. WHAT SHALL I DO?
Please double check your junk email box and then contact hello@captainandnel.com
WHERE DO YOU SHIP TO?
At the moment we only ship our products within the Netherlands. If you are anywhere else in the world, please email store@captainandnel.com, and we. will do our absolute best. to help.
HOW ARE THE COSTS OF DELIVERY CALCULATED?
Costs are calculated based on size and weight of your parcel. We often review shipping costs to ensure the fairest price possible. We also strive to deliver mostly ecologically friendly.
WHAT ARE YOU SHIPPING METHODS?
For now we offer the following methods:
In studio Pick up
You are most welcome to pick-up your order yourself at our studio in Haarlem.
Personal Delivery
Since we put a lot of love and care into our products we want them to arrive safely at your home. For this reason we provide a personal delivery service in regions Haarlem & Amsterdam (+ 10 euros).
At the product page you can choose one one of the options above, and we will get in touch with you once we can deliver or when you can pick up your new furniture piece.
Delivery via our Partner
If you live outside of region Haarlem & Amsterdam, we can arrange delivery via our partner (for extra costs). If you are interested in this option, please email store@captainandnel.com so we can arrange this for you.
Please note that Captain and Nel is not responsible for any lost, stolen or damaged shipments when you pick-up the order yourself or get it delivered via our partner.
WHAT IS YOUR RETURN POLICY?
We hope that you will love our products but if you wish to return an item you can do this within 14 days of receiving.
Request your return by sending an email to store@captainandnel.com so that we can provide you with the return instructions.
Please note that we do not cover costs of returning your order. We strongly recommend you send your parcel with tracking and keep proof of postage. If the product gets lost or damaged, this is not our responsibility.
CAN I EXCHANGE MY ITEM?
If you wish to exchange an item please notify us within 14 days of receiving by sending an email to store@captainandnel.com
Items must be sent back within 14 days of receiving before we can exchange them.
HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?
Please allow up to 10 business days for us to process your return. Your refund will be issued using the same payment method you used for your purchase. Please note that it might take a few business days for the refunded amount to reflect on your statement.
ORDERS
How can I track the status of my order?
You will receive an order confirmation once your order has been placed. Once your order is ready for shipment we will contact you to schedule a delivery/pick-up appointment.
CAN I CHANGE/CANCEL MY ORDER?
If you would like to change or cancel your order please contact store@captainandnel.com within 24 hours after placing your order. All our items are made to order so once the production process has started, we can’t promise we can adjust the order.
I ENTERED THE WRONG DELIVERY ADDRESS, CAN I CHANGE IT?
Please contact store@captainandnel.com if your delivery address should be adjusted.
DO YOU OFFER GIFT WRAPPING?
We don’t offer any gift wrapping. All of our products are carefully packed and we will always add a little notecard on which you can write a short message (please add to your order details).
CAN I ORDER A GIFT CARD?
Yes! Gift cards are available to purchase in our online store. The gift card is virtual and will be sent to your or the recipients email address. Please send an email to store@captainandnel.com with the amount you would like to order and to whom we can send it.
I BELIEVE MY ORDER MIGHT BE FAULTY, WHAT SHOULD I DO?
Due to the handmade nature of our products, there might be subtle differences between the items and the images provided. Every piece though will be checked thoroughly before shipment and each piece will be packed very carefully, so no damage can be caused during shipment. But should there be any faults to the items in your order when it arrives, please send an e-mail to store@cpatainandnel.com within 24 hours of receiving your order. So we can help finding the right solution.
At this point we don’t work with traders just yet. But please email store@captainandnel.com for any enquiries, we could be working with trade accounts in the (near) future.
I WOULD LIKE TO PLACE AN ORDER FOR MULTIPLE PIECES, WHAT SHOULD I DO?
For bespoke and large orders, please reach out to store@captainandnel.com for more information.
I WORK FOR A MAGAZINE, HOW DO I REACH YOU?
We would love to get in touch! Feel free to send an email to Nicolien at hello@captainandnel.com
DO YOU HOLD STOCK?
We do not believe in having a large inventory, in fact, we do not have any items in stock. Every piece we offer is made-to-order, aligning with our commitment to minimizing our environmental impact.
CAN I ORDER A COLOUR SAMPLES?
We do not offer any colour or material samples at this moment. For an accurate perception of the colours we suggest visiting your local paint store or the color charts provide by Little Greene and Farrow & Ball.
CAN I ORDER MY ITEM IN A CUSTOM COLOUR?
We can understand that you want your item to blend in seamlessly with your interior. For personalized colour options please reach to out to store@captainandnel.com so that we can see what we can do for you.
DO YOU HAVE A SHOWROOM THAT I CAN VISIT?
Yes we do! Our showroom is located in Haarlem but only by appointment. Want to have a look? Please contact store@captainandnel.com.
IS THE CRAFTSMEN COLLECTION A SUSTAINABLE BRAND?
We try to do our best! In every aspect we like to keep an eye for sustainability.
By not having any inventory, producing locally and using low impact materials. Any suggestion on how we can improve our sustainability journey? Contact store@captainandnel.com. Thank you!
HOW SHOULD I TAKE CARE OF MY FURNITURE?
Your items have been designed and crafted with a lot of love and care. So we advice you to maintain that circle.. 🙂
Our products do not require a lot of maintenance but a little bit of dusting and a gentle wash with water and soap every once a while would be perfect. Avoid any products with harsh chemicals.
We are not liable or responsible for any damages resulting from misuse or improper handeling.
Design Service
In just a few easy steps, you can get your design project started! Once you have chosen your package, we’ll ask you a series of questions and ask you to provide us with (inspiration) images, your budget, a floor plan (a Funda floor plan is enough), your likes and dislikes.
Once you have paid for the package, you will receive a clear checklist on all the things you need to provide to speed up the design process.
Through some quick steps, we get your project started!
1. Choose your package
There are four different packages and you can always to hello@captainandnel.com for a custom made project.
Refresh package € 399
| Style Concepts 1 x – 3 x (Moodboards)
| 1:1 Time with designer via email, online messaging or phone calls
| A final design concept with a furniture & accessory shopping list, paint options for your wall, installation tips and styling tips
| Design revisions until you’re 100% happy
| Time with designer 3 weeks (so you can enjoy your new unique home within a blink of the eye)
Signature package € 699
| Style Concepts 1 x – 3 x (Moodboards)
| 1:1 Time with designer via email, online messaging or phone calls
| A final design concept with a furniture & accessory shopping list, paint options for your wall, installation tips and styling tips
| Design revisions until you’re 100% happy
+ 2D floor plan of your new happy place
+ 3D room visuals so you don’t have to imagine the final design
Consult package € 150
| Online consult (when you would like me to visit your home I will charge € 90 extra)
| 1:1 Time with a designer
| Prior to the call or visit you will share your interior design concerns (depending on how many we will see if one consult is enough), pictures of your home, if needed a floor plan, and some places/rooms/anything that inspires you and what you would like to see in your home.
| During our call (usually 45 minutes) we discuss your concerns and I will show you my first styling tips, solutions and some shopping tips.
| After the call we will send you a PDF file including the styling tips, the solutions to your design concerns and a shopping list.
Curtains & Colors package € 169
| Once you bought the package, get in touch with us by emailing to hello@captainandnel.com and share pictures of your space and which budget you have in mid (so we can decide which samples to bring).
| We will make an appointment for us to come by your home with the samples * and we will discuss curtains and colors.
| The curtain studio will come by and measure your windows. **
| After measuring we will share with you the quotation (manufacturing costs and fabric costs) within a week.
| If you approve the quotation, we can make sure your curtains are ready within 6 weeks from confirmation. ***
Some boring side notes:
* If you want, you can keep the samples of your choice. I will only have to charge € 10 per 5 samples (this will eventually be taken off the entire order, if you place one with us).
** Or cabinet frame ..
*** If you want to order only the fabrics with me, and you would like to work with a different curtain studio also perfectly fine of course.
2. Pay the design fee
Once you have chosen the right package for your project, you can add the package to your basket and pay the design fee easily online with Ideal or Paypal.
After payment you will receive an extensie checklist to get the design started.
3. Tell us more
Email hello@captainandnel.com with the floor plan (Funda floor plan is ok), images and if possible a small movie of the room that ‘needs’ to be decorated. Furthermore you can share some inspiration pictures or a Pinterest board, so we can get a feeling of your style. Last but not least, you can let us know what your likes and dislikes are regarding home design. Also a budget, or a sort of idea of what you would like to spend, is very helpful in this design process.
And if you’d like to have a call (free of charge) beforehand, please let us know!
4. Receive our ideas
You will get your own ‘Captain and Nel – interior design’ page and on there you will find all the necessary documents and information to get your design finalized!
First you will see three different moodboards, based on your style and some furniture and accessories suggestions (not yet the shopping list). Then you will provide us with your feedback regarding those initial moodboards and we will get started on the second round. Now we specify the moodboards and provide you with some more specific furniture and accessories options. You will revision this version again.
The design process ends with a clear moodboard (or if you have chosen the Signature package, you will receive a beautiful 3D visualization ass well) of your room, complete with a fully equipped shopping list and styling tips.
5. Start realizing your dream home!
We will provide you with a clear shopping list including all products needed to realize your dream room! Any questions left? Feel free to ask and email hello@captainandnel.com
We will closely review all the information and the inspiration images you’ve emailed to hello@captainandnel.com, so we can understand your personal style and what you are wishing for your room. This way we will have a clear vision of you and your space. And of course we can always have a chat beforehand to discuss your needs, style preferences and vision for your room. Also during the process we will ask you several times to review, so we will make sure you will be completely satisfied with the final advice, moodboards and the shopping list of your space.
We source your items from a mix of well known sellers, but also lots will be from small unique webshops, and all of our finds for your space will fit your budget. Not a huge budget? No worries, we can transform any space that’s ‘not so’ to ‘wow’.
The items we have chosen for your space are of course found on webshops where other people buy. So we can’t guarantee stock status of those pieces in your design, therefor we always encourage you to buy what you love as soon as you can. Then you will not miss out!
