Exchanges and Returns
Returns (withdrawal)
To return an item, please send us an email with your order number at sjostrandstudio@icloud.com and we will email you the instructions. Customers are responsible for return shipping costs.
Right of withdrawal
You are entitled to withdraw from the purchase within 14 days of delivery date. The right of withdrawal can be exercised without specifying any particular reason by sending us an e-mail to sjostrandstudio@icloud.com
We may require proof that the item has been shipped before the expiry of the deadline.
If the item is sent, it must be packed securely, and you are kindly asked to attach a copy of the notice of withdrawal and/or state the order number on the package.
The purchases must be returned via Postnord in Denmark, and DHL or FedEx outside of the EU to ensure the goods are shipped securely and are covered by insurance during transportation.
Returned items must be returned in the same condition in which it was received.
Payment for the item will be refunded as soon as possible, and in any event within 14 days of our receipt of your notice of withdrawal. However, we reserve the right to withhold the refund until we have received the item/items for inspection, or until you have submitted proof that the item has been returned, whichever is the earliest.
If you withdraw from the purchase in accordance with these e-commerce terms, we will refund the purchase price less any deterioration. Unless you instruct us otherwise, we will issue the refund using the same payment method that you used to make the original transaction.
NOTE:
Your claim for refund does not include any fees for using credit cards or other means of payment that we have paid to redeem.
US Tariffs & Returns: We include applicable US import tariffs and duties in our pricing whenever possible, so there are no unexpected import fees upon delivery. Please note that import tariffs, duties, and shipping charges are non-refundable. Any approved return will be refunded minus these costs.
If you would like more information concerning your 14-day right of withdrawal, you can visit the Danish Competition and Consumer Authority's website: https://www.en.kfst.dk/consumer/.
Exchange
To exchange an item, please send us an email with your order number at sjostrandstudio@icloud.com and we will handle your request. We will email you the pre-paid FedEx return label and once we have received the returned item, we will ship the new item to the same address of your original order free of charge.
You can exchange an item one time only.
Complaints
If you have ANY complaints, please contact us at sjostrandstudio@icloud.com. We will answer quickly, and offer a solution to any problem regarding your purchase.
Consumer rights in Denmark
Here you can read about your rights as a consumer in Denmark when you buy products in Danish retail outlets or from Danish webshops.
As a consumer, you have a number of rights when you buy goods in Denmark – both in physical shops and online from Danish webshops.
Your rights when buying goods in physical shops in Denmark
When you buy a product from a physical shop in Denmark, you have a number of rights:
- You have a two-year right of complaint. This means that you can complain about faults or defects in the item for up to two years after purchase. This applies to faults and defects that were present in the item at the time you purchased it.
- You have the right to have the item repaired or replaced if there are faults or defects in the item. If these does not succeed after a few attempts, you have the right to get your money back or obtain a discount on the price.
- You do not have an automatic right of purchase cancellation when you buy items in physical shops. It is up to the shop itself whether you can get your money back or exchange the item.
You can read more at forbrug.dk.
Your rights when buying goods from Danish webshops
When you buy an item online from a Danish webshop, you have a number of rights:
- You have a two-year right of complaint. This means that you can complain about faults or defects in the item for up to two years after purchase. This applies to faults and defects that were present at the time you purchased the item.
- You have the right to have the item repaired or replaced if there are faults or defects in the item. If these does not succeed after a few attempts, you have the right to get your money back or obtain a discount on the price.
- You have a 14-day right of cancellation of purchase from the day you receive the item
- You have the right to a full refund if you return the item within the time limit
- You have the right to be informed of all terms and conditions before you make the purchase.
This also applies if, as a consumer in another Nordic country, you shop at a webshop registered in Denmark.
