These are the agreements between you and me when you order from Letterknus. I’ve kept them as short and clear as I can. Any questions? Just send me an email.
Version of 25 October 2026
1. Who I am
Letterknus is Sabrena’s sole proprietorship. I make everything myself, by hand.
- Address: Tolheksbos 47, 2134 GH Hoofddorp, the Netherlands
- Chamber of Commerce (KvK) number: 42196032
- Email: sabrena@letterknus.nl
- Instagram: @letterknus
2. When these terms apply
These terms apply to every order from Letterknus: through this website, but also when you order from me through Instagram or TikTok. You see them before you order, and your confirmation email contains a link to them. You can save or print them. Your order is covered by the version that was on the site at the moment you ordered.
3. Handmade
I make every garland and every pacifier cord by hand. That makes each piece a little different. Small differences from the photos are normal: in the colour of a fabric (screens show colours differently too), in exactly where the print falls on a letter, and in the shape. Sizes are approximate. That’s not a fault, it’s part of something made by hand.
4. Your order
You choose the name and the fabrics yourself. Check the name carefully before you order: I make it exactly the way you type it, with the same spelling.
Your order is complete when you click “Place order and pay” and pay. You’ll then get a confirmation by email.
If I can’t make your order the way you ordered it after all, for example because a fabric has just run out, I’ll get in touch. You then choose whether you’d like something else or your money back. You’ll get that money back within 14 days.
If there’s an obvious mistake on the site, such as a price that’s far too low, I don’t have to make the order for that price. I’ll let you know as soon as possible, and if you’ve already paid, you’ll get your money back.
5. Prices and payment
All prices are in euros and are final prices. Only postage is added. You see it before you order, on the Postage and returns page and at checkout.
You pay with iDEAL | Wero, or in Belgium with Bancontact, through Mollie. I ask you to pay the full amount straight away when you order. By law, I can’t require you to pay more than half in advance. If you’d like to do it differently, send me a message before you order.
Got a discount code? It works as described with it, for example once per customer or until a certain date. You can’t exchange it for money.
6. Delivery
I deliver to the Netherlands (with DHL) and Belgium (with PostNL). You can also collect your order in Hoofddorp, free of charge; I’ll then email you the address and we’ll arrange a time. I usually make your order within 1 to 3 days, and then it goes in the post. If I’m away for a while, I’ll say so on the site, so you know before you order.
You’ll have your order within 30 days at the latest, unless we agree otherwise. If I can’t manage that, you may cancel your order free of charge and you’ll get your money back within 14 days.
Until the parcel reaches you, it’s my responsibility. If it gets lost or damaged on the way, let me know and I’ll sort it out. Please do fill in your address correctly. If a parcel comes back because the address was wrong, we’ll talk it over. Sending it again then costs postage once more.
7. Cooling-off period
With a name, it’s made to order. I make a garland with a name and a pacifier cord with an embroidered name especially for you. That’s why there’s no 14-day cooling-off period and you can’t return them. This is also stated on the product page and at checkout. If something is wrong with it, section 8 of course still applies.
Pacifier cord without a name. For this you have a 14-day cooling-off period, starting the day after you receive it. You don’t have to say why.
- You can withdraw on the Withdrawal page (“Withdraw from contract here”), or by email or post using the model form on that page.
- After that, you have 14 days to send the pacifier cord back. You pay for sending it back yourself.
- You’ll get the amount back within 14 days of letting me know, in the same way you paid. I may wait until I have the pacifier cord back, or until you show me you’ve sent it.
- If you withdraw from your whole order, you’ll also get the postage back.
- Handle the pacifier cord with care and only look at it the way you would in a shop. If it’s worth less afterwards, for example because it’s been used or washed, I may deduct that difference from the amount.
8. Something wrong?
What you buy from me must be what you may reasonably expect. That’s your legal guarantee, and it applies to made-to-order items too.
- Let me know within two months of noticing, ideally with a photo, at sabrena@letterknus.nl.
- I’ll put it right: I’ll repair it or make it again. If that’s not possible, you’ll get (part of) your money back.
- If you need to send it back, I’ll pay the postage.
- If you discover a fault within the first year, we assume it was already there at delivery.
Normal wear and tear isn’t covered. Nor is damage caused by not following the washing instructions or the warnings.
Don’t like the print on your name garland after all? That’s not a fault, but do send me a message. We’ll see together whether an exchange is possible. You then pay the postage and sometimes a small fee.
You can read more about your legal guarantee rights on the European Union’s website: europa.eu/youreurope/guarantees.
9. Safe use
A letter garland is decoration, not a toy. Please note: the cord is long. Hang the garland securely on the wall, out of reach of little ones.
The pacifier cord comes with a warning and instructions for use. You’ll find them on the product page. Read them carefully and follow them.
10. Questions and complaints
Not happy with something? Email me at sabrena@letterknus.nl. You’ll usually hear from me quickly, and within 14 days at the latest. If I need more time, I’ll let you know within those 14 days when you’ll get an answer.
If we can’t work it out together, you can get advice from ConsuWijzer (the Dutch consumer information service), or take it to court.
11. Privacy
You can read how I handle your details in the privacy policy.
12. Other
These terms and your order are governed by Dutch law. If you live in Belgium, you also keep the protection that Belgian law gives you as a consumer.
These terms are available in Dutch and in English. If there’s a difference between the two, the reading that’s most favourable to you applies.