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TERMS & CONDITIONS

Terms and Conditions

Here at Mette Ditmer we aim to give all our customers great and personal service, and we are therefore available if you need help or need more information about a good or service on our website.

For that reason, please do not refrain from contacting us either via phone or email, so we can do our very best to help you.


Orders

Ordering products online can be done on www.metteditmer.dk and www.metteditmer.com.

Metteditmer.dk and Metteditmer.com is owned and run by:

Pippisvej 1, 8600 Silkeborg

Tlf: 89201449

Mail: kundeservice@metteditmer.dk

Web: www.metteditmer.dk

CVR 31887585

Mette Ditmer sells Danish design, textiles and gift items based around interior styling and decoration.

If you have questions about a product prior to submitting and order, then you are welcome to contact us via our phone number +45 89 20 14 49, where we are available from 9am to 3pm Monday to Friday, or via mail at kundeservice@metteditmer.dk.

We aim to respond to all emails within 24 hours.

On our website can you order products with home delivery, delivery at your workplace, to alternative delivery destinations (an acquaintance) or to a GLS package shop.

All prices shown are including 25% VAT.

We aim to keep all of our products in stock. However, we cannot guarantee that an item isn’t sold out, and that there therefore may be a delay in delivery time until we get the product in stock again. If it were to happen that you order a product that is sold out, then we will contact you either by phone or mail, with the expected delivery date of that product. In a few cases it could be possible that a product has been discontinued from our product range, and by mistake still appears available online. In that case, you will be contacted directly and quickly.

Ordering and Payment

It is possible to order 24 hours a day online at Metteditmer.dk or Metteditmer.com.

The amount paid will be charged on your card when the product is dispatched.

All prices are including 25% VAT.

How to order

After you have placed all the items you wish to order in the “cart”, then you continue by clicking “checkout”. It is here that you will be asked to see if the product type and count is correct, and it is also here you can remove or update the items you have placed in your cart. To continue, press “next”.

After pressing “next” it is time to enter your contact information: name, address, phone number and email. If you wish the delivery address to be another one than your home address, then you are able to choose that in this step. Choose delivery and payment options, check the box that says, “I accept the terms and conditions” and then click “Accept and go to payment”.

You will then be asked to enter your card information and finish by clicking “Place order”. When the order has gone through, a message saying “Thank you for your order” will be shown.


Receipt and order confirmation

After finishing the order you will receive a digital receipt and order confirmation via mail. If you have not received an order confirmation it may be due to a typo or spelling mistake in your email address. If you need assistance you are always welcome to contact our customer service.

When your order is packed and ready to be dispatched you will receive an email stating that your order is on its way.


Payment types

Payment card: Payment can be done through credit cards or MobilePay, the later only if you have a Danish phone number and card.

We accept the following cards: Dankort, Visa, Visa Electron, MasterCard and Maestro Card.

We do not charge card fees on Metteditmer.dk or Metteditmer.com

Shipping and Delivery

Goods are usually dispatched every day from Monday to Friday. We do not send split deliveries. In the unlikely event that a product is not in stock, you will receive notice from customer service and we will find a solution.

Delivery of a product will be done through GLS, and several methods of delivery are available:

Delivery with GLS to a private address: 59 Danish crowns (Free with orders over 700 kr)

Deliver to a business address: 39 Danish crowns (Free with orders over 700 kr)
Shipping costs for delivery in Denmark are always shown during the ordering process and are part of the “total” price shown.

If you choose to have your package delivered to your private address and you are not home when GLS delivers the package, or you have not given notice that the package may be placed outside your home, then you will pay for the extra costs GLS demands for an extra delivery.

Shipping to countries outside of Denmark

We ship to the following countries: Austria, Belgium, Bulgaria, Czech Republic, Estonia, Finland, France, Germany, Great Britain, Greece, Holland, Hungary, Ireland, Italy, Croatia, Latvia, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.

Shipping costs per country: See the costs at the bottom of this page.

Damage during shipment

If you have received a product that has been damaged during shipment, it is important that you contact us as quickly as possible, and no later than 5 week days from the date of delivery, or else the damage cannot be replaced by GLS. This means that you will lose the right to have the damaged item replaced or to get your money back. You need to send us documentation in the form of a picture of the damaged product, a picture of the GLS delivery label, as well as a picture of the packaging the product has been shipped in. This could be pictures of the box’s sides, as well as pictures inside the box that shows the interior of the packaging, as this is a requirement from GLS.


Cancellation and returns

When you shop on Metteditmer.dk and Metteditmer.com you have the right to cancel your order within 14 days, where you can notify us that you regret your purchase and wish to return the product to us.

The right to cancel your order starts from the day you have received your order. If the deadline for cancellation of an order is on a religious holiday, then the deadline will be extended to the next week day. To make the right of cancellation apply, you have to give us a clear statement 14 days after receiving your order, at the latest. This can be done by sending a mail to: kundeservice@metteditmer.dk with the following information:

You state that you wish to use your right of cancellation

Order number and date of purchase

Which product(s)

Name and address

Naturally, you are always welcome to send us a statement about the cancellation of your order via a letter to our address, or use the returns note that can be downloaded on our website here.

The condition of the returned item

After receiving the item, you may only handle the product in a way so that you are able to determine the items type, properties and the way it functions. This means that you are allowed to take a toilet brush out of its packaging if you make sure the packaging stays intact - but you are not allowed to use it in the toilet.

If we receive returned items that show signs of being used, the items will be evaluated as having less value, and you will lose a part of, or all of, your right to cancellation.


If a product is sealed, and the same item is returned with a broken seal, then you lose your right to cancellation.

Returns

If you regret your purchase all you need to do is return the item(s) to us. The item must be in its original packaging, unused and undamaged, together with a copy of the order form. If you regret and wish to cancel your purchase, then you alone are responsible for the shipping costs that come from returning the item. You are able to purchase a GLS return label here.

If you have received a wrong item, then it is of course free to return. However, you have to contact customer service before returning the package.

Exchange

If you wish to exchange your item to another color or size, then you are able to send the item back to us with a copy of your order form as well as our return label (download here), on which you write down the size and color you wish to exchange your item to. We will send you the exchanged item. It is free to exchange a product.

If you regret your purchase, you can send your items back to this address:

Mette Ditmer Design ApS

Pippisvej 1

8600 Silkeborg

When returning products, please make sure that the items are responsibly wrapped and packed, to avoid damage during shipment. You are responsible for the package and items when returning something to us. Therefore, we recommend that you save your mail shipment receipt as well as any track and trace number, in case your package does not reach its end destination.

Please note: we do not accept packages that are sent with “pay on delivery” nor do we accept packages sent directly to a post office (without prior attempt of delivery to our private address).

If you choose to cancel your purchase by merely refusing to receive the delivery, then there will be charged a fee of 149 Danish crowns to cover the return cost and administrative costs we receive in connection to your rejection of delivery.

IMPORTANT: We expect that you send the items as fast as possible after you have contacted us with the information that you wish to use your right to cancel, and that you send them at the very latest 14 days after you receive your cancellation.

Please include a copy of the invoice so we know for certain where the package is sent from, and please include an explanation of why you wish to return the items.

When returning an item, the product has to appear and function as new, as it needs to be sold again to a new customer. In the case that the item appears to be used or damaged, we will deem the product less valuable, as it cannot be sold to a new customer without lowering the price.

Reimbursement

If you change your mind about your purchase, you have the option to get the amount you paid for the product reimbursed. When we have received the product, we will check it for damage or missing parts. If the product is as it should be, then we will give you a full refund of the amount you paid. In the case that the product returned is deemed to be of less value than it was when it was sent to you, and it is your liability, then that will be deducted from the amount you will get reimbursed.

If you decide to use your right to cancellation we will refund the payment received from you, including the delivery charge (however not including the extra costs that result from you choosing a different and more expensive delivery service than the standard service we offer). We refund the amount without unnecessary delay and at the very least, return it within maximum 14 days from the date we received your decision to cancel your purchase.

We refund the amount in the same means of payment that you used during the original transaction, unless you clearly state that you wish it to be refunded with different means of payment. This means: If you have paid with a payment card, the money will be returned on the same card you used during the original transaction. If the product has been purchased through a bank transfer, then you need to remember to include when account you with the amount to be returned to.

We can delay the reimbursement until we have received the return product, unless you, before that, send us documented proof that you have returned it.

However please be aware that there can be a significant delay from when we annul or credit the payment, to when the amount is released and returned to your account. This is also dependent on which type of payment card you have used during the original transaction. If you have paid with a Dankort, then you should receive the amount within 1-2 business days. If on the other hand, you have used Visa, Visa Electron, MasterCard or Maestro, it may take up to 28 business days before the money is released by ePay, depending on the agreement you have with your bank.


Depreciation in value

You will risk losing your right to get the whole or partial amount returned if the returned item is deemed to be depreciated in value or to have lost all of its value.

This can happen in instances where you:

  1. Have used the product
  2. The product is damaged, and it is your liability.
  3. The product has been handled in an unnecessary way to determine to the type, features or function of the product.
  4. You have chosen to break a seal


Claims

If you have received a defective item, then that purchased is covered by the sales law under the defects rules. This means that you either can have a defective product repaired, exchanged, refunded or get a reduction in the price, depending in the exact situation.

It is of course a requirement that the claim is justifiable, and that the defect didn’t come from incorrect use or handling of the product, or other damage provoking behavior. It is necessary that you submit the claim soon after you realize there is a defect.

You can submit a claim by contacting us via mail: kundeservice@metteditmer.dk or via our phone number: +45 89 20 14 49. You will then be contacted by us either by phone or mail with instructions on what to do next.

Claims Shipping damages

If you have received a product that has been damaged during shipping, then it is important that you as quickly as possible contact us. This needs to happen at the latest within a week from receiving the delivery, or else the damage cannot be replaced by GLS.

Se the passage above concerning shipping damages.

You will be contacted as soon as we have an update on your claim, concerning what we can do about the defect.

If the claim is justifiable, we will pay what is considered reasonable shipping costs. If the claim is not justifiable you will need to pay the shipping costs, as well as the costs that are associated with sending the item back to you.

Remember to always send the claim in proper packaging and with proper protection, as you are responsible for the item until it is delivered to us.

All of our products are under the sales law’s rules about the 24-month warranty. In the first 6 months of the warranty, the “presumption” rule is in effect, where you merely need to prove that the product has a defect. After the initial 6 month period, you also will need to prove that the defect existed at the time of purchase.

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The registering of data associated with e-commerce

When you order online through Metteditmer.dk or Metteditmer.com, you have to at the minimum provide your name, address, phone number and email address. This information is necessary for us to process your order.

All registered information will be handled in accordance to the Personal data law. Read more about our personal data and privacy policy here.


Coupons

Every so often we hand out coupons that either give a percent off discount or a concrete amount off discount. There is a max of one coupon per order. If you try to use a coupon more than once, the system will annul the order. You cannot use coupons to purchase gift cards unless otherwise stated.


Complaints

If you are unsatisfied with the service you have received from us or wish to complain about a product you have purchased, then you need to contact Metteditmer.dk or Metteditmer.com either via email at: kundeservice@metteditmer.dk or via phone at: +45 89 20 14 49. The phone line is open Monday through Friday from 9am to 3pm.

If we do not succeed in finding a solution that you accept, then you can place a complaint to the relevant committee, if the conditions are fulfilled.

Konkurrence- og Forbrugerstyrelsen (Competition and Consumer Commission)

Carl Jacobsensvej 35

2500 Valby

www.forbrug.dk