Information to customers in other EU countries.
If you wish to buy from us, we will send your package to your country with Postnord. This delivery service applies to: Denmark, Sweden, Germany, France and The Netherlands.
For The Netherlands and France, we only offer private delivery to your door. This requires that you are at home to receive the package. You will automatically receive shipping information from Postnord.
We do not add additional fees. The fees you pay are to your own card provider according to the agreements you have with your bank.
Delivery policy
We only sell unique stock items. You cannot therefore order goods that we do not have in stock. We ship up to 72 hours from your order. You will typically receive your item within 10 working days.
Failure to Receive or Collect Your Parcel from a Parcel Shop
We always strive to provide our customers with an excellent experience and to ensure that every detail of an order is handled with care. To maintain our high level of service and fair prices for all customers, we would like to explain how we handle situations in which a parcel is not received or collected from the parcel shop.
If a parcel cannot be delivered to the recipient’s address or is not collected within the timeframe specified by the shipping provider, it will automatically be returned to us, and we will be charged a return shipping fee by the shipping provider. In such cases, the return shipping cost and the original shipping charge will be deducted from your refund. This is necessary to keep our costs transparent and to avoid passing these additional expenses on to other customers.
Once we have received the returned parcel, we will issue a credit note and refund the remaining amount owed to you, unless you would prefer us to send the item again. If the item is resent, you will be required to cover both the original return shipping cost and the cost of the new shipment to you.
Please note that if you are not available when delivery is attempted at a private or business address, the parcel will automatically be redirected to the nearest parcel shop, and the shipping provider will notify you. You will then have one week to collect the parcel.
The shipping provider will always notify you of the parcel’s location and the applicable collection deadline. We are not responsible for the collection of parcels ordered from us. Failure to receive or collect a parcel is considered a breach of the purchase agreement with us. We therefore do not reimburse the associated shipping costs.
The remaining purchase price of the item will, of course, be refunded once we have received the returned item.
We kindly ask you to note that failure to receive or collect a parcel within the specified timeframe is considered a breach of the purchase agreement. As the delivery and collection information is provided by the shipping provider, we are unfortunately unable to accept responsibility for any costs resulting from an uncollected or undeliverable parcel. These costs will therefore be deducted from the amount refunded to you. We hope for your understanding and will, of course, always be happy to assist if you have any questions regarding your delivery.
Thank you for your understanding. Please contact us if you have any questions or require further assistance. We are always happy to help.
Responsibility for Incorrect or Incomplete Address, Email Address or Telephone Number
It is essential that you enter the correct address, email address and telephone number when placing your order.
The shipping provider uses this information to deliver your parcel and to notify you about collection by both email and telephone.
If a parcel is returned to us because the information provided was incorrect or incomplete, we will refund the purchase price of the item, but we will not reimburse the shipping costs, as we are not responsible for incorrectly or incompletely entered information.
The information you enter is automatically used to arrange the shipment on your behalf.
For a period of five years from the date of your order, you may contact us to request a copy of your invoice showing all the information you entered when placing the order. The information will then be deleted in accordance with the applicable bookkeeping legislation.
Shipping costs This is calculated automatically when you have put the item in your shopping basket. Here you can clearly see the shipping price before you complete your purchase.
Ordering an item
When ordering an item from our shop choose “Køb” beneath the specific item. You will then be directed to the “basket”. You can then select other items to your basket. When you are finished ordering select “Shipping in Europe”
Then select “Gå til kassen” to enter your personal information. Your goods will then be shipped to the nearest parcelshop to your address when you select “afslut køb”.(Submit order)
Payment
As a customer in Europe you can pay by VISA, Mastercard VIPPS or select “Payment in Europe”. There you will find our IBAN account number for the bank transfer plus the total due (the price of goods purchased including freight costs)
Dispatch of your order
We will automatically register and pack your order and ship your goods as soon as we receive payment. We will ship your package with Postnord freight and you will receive a receipt for your order and a Tracking ID in an email. This will however be in Danish but we will add an easy to understand English translation
For our customers on the Faroe Islands we use postnord as shipping supplier.
Right of Withdrawal
When you have ordered and paid for an item through our online shop, you have entered into a binding agreement with us.
Once we have packed your item, booked the shipment and sent your invoice by email, the full order can no longer be cancelled without costs. We will gladly refund the price of the item, but any shipping service that has already been booked will not be refunded, even if the shipment is ultimately not used. This is a shipping service that has been purchased on your behalf but not used by you.
Right of Withdrawal After Receiving an Item Ordered Online as a Private Customer
As a private customer, you have a 14-day right of withdrawal from the date on which you receive a standard item ordered online.
If you have purchased an item online and wish to exercise your right of withdrawal, you simply need to contact us in writing using the email address from which you received your invoice.
Once you have informed us that you wish to withdraw from the purchase, you have 14 days in which to return the item. We will respond to your request as quickly as possible.
Please Note
There is no right of return or withdrawal for:
- Items purchased in person at our physical shop.
- Items personally collected from our showroom through Click & Collect.
- Standard items that have been altered at your request.
- Custom-made or specially manufactured items purchased through smukkelamper.dk.
- Purchases made by business customers.
The right of withdrawal applies exclusively to online purchases made by private customers from existing product listings on smukkelamper.dk, provided that no alterations or customisations have been ordered.
In these circumstances, you have a 14-day right of withdrawal as a private customer.
Returning an Item
As a private customer, you have 14 days from the date on which you receive your item to exercise your right of withdrawal.
The item must be returned unused and in the same condition in which you received it.
The buyer is responsible for any damage that occurs during return transportation. This means that you are responsible for opening and handling any claim for transport damage with the shipping provider.
We will provide you with photographs and any other relevant documentation required for submitting the damage claim.
No refund will be issued for an item that is damaged during return transportation, and the resulting loss will be borne by the buyer.
We will not take any damaged packages back from other European countries as your claim will be dealt with by Postnord.
If you require any further information, feel free to contact us.
By Messenger or email.