At Mette Ditmer we aim to provide all our customers with good and personal service, and we are therefore available if you need help or need further information about a particular product on our website.
Do not hesitate to contact us either by phone or email, and we will do our very best to help you.
Metteditmer.dk and Metteditmer.com is owned and run by:
Mette Ditmer Design ApS
8600 Silkeborg, Denmark
If you have questions about an item before placing an order, you are always welcome to contact us by phone at +4587201449, where we are available from 9am to 3pm Monday to Friday, or by email at: email@example.com.
We aim to respond to all emails within 24 hours.
On our website, you can order items for delivery at home or to an alternative delivery address (an acquaintance).
We aim to keep all items in stock. However, we cannot guarantee that some items are not sold out, and there may therefore be a slightly longer delivery time until we get the item back in stock. In the event that you have selected an item that is out of stock, you will be contacted either by phone or email with the expected delivery of the ordered item. In a few cases, an item may have been discontinued and may still be available online by mistake. In this case, you will of course also be notified directly.
Ordering and payment
It is possible to order 24 hours a day at metteditmer.dk and metteditmer.com.
The amount paid will be deducted from your card when the product is dispatched.
All prices include 25% VAT.
How to order
Once you have added all the items you want to the "cart", you can proceed by clicking "checkout". Here you will be asked to check if the products and quantities match, and you can remove or update the items you have in your cart. Continue by clicking "next".
You will now need to enter your contact details: name, address, phone and email. If you want a different delivery address than your own, you can also enter it here. Select delivery and payment method, tick "I accept the Terms & Conditions" and click "Accept and go to payment".
You will now be asked to enter your card details and finish by clicking "Pay now".
If the order has gone through, it will now say "Thank you for your order".
Receipt and order confirmation
After placing your order, you will receive a receipt for your order and an order confirmation by email. If you have not received an order confirmation, it may be due to a typing error in your email address. If you are in doubt, you can always contact our customer service.
When your order is packed and ready to be dispatched, you will receive an email that your order is on its way to you.
Payment card: Payment can be made either by credit card or MobilePay, the latter 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 at metteditmer.dk or metteditmer.com.
Shipping and Delivery
Items are usually dispatched daily, Monday to Friday. No partial deliveries are made. If an item is unexpectedly out of stock, you will be notified by customer service and we will find a solution.
Delivery of an order always takes place via GLS and can be sent in the following way:
Delivery with GLS to a private address or to an alternative delivery address (an acquaintance) in Denmark: DKK 49 (free of charge for purchases over DKK 500)
The freight costs for delivery in Denmark are always stated when ordering and are included in the total price.
If you choose to have your parcel delivered to your private address and you are not at home when GLS delivers your parcel, or if you have not requested that the parcel be left at your home, you will have to pay the extra cost that GLS charges for an extra delivery.
Delivery to countries outside of Denmark
We ship to the following countries: Austria, Belgium, Bulgaria, Czech Republic, Estonia, Finland, France, Germany, Greece, Holland, Hungary, Ireland, Italy, Croatia, Latvia, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.
Damage during shipment
If you receive an item that has been damaged during shipment, it is important that you contact us as soon as possible and no later than 5 working days from delivery, as otherwise the freight damage cannot/will not be replaced by GLS and you will lose the right to have the item exchanged/reimbursed. You must send us photo documentation of the damaged product, a photo of the GLS shipping label and a photo of all packaging in which the item arrived. For example, photos of all sides of the box and a photo showing the interior of the packaging, as this is a requirement from GLS.
Right of cancellation and returns
When you shop at metteditmer.dk and metteditmer.com, you have a 14-day right of cancellation, during which you can inform us that you regret your purchase and therefore wish to return the item to us.
The right of cancellation runs from the day you receive your order. If the deadline expires on a public holiday, the deadline is extended to the next working day.
To exercise the right of cancellation, you must notify us in an unequivocal statement within 14 days of receipt of the product. This can be done by sending us an email to: firstname.lastname@example.org with the following information:
You state that you wish to exercise your right of cancellation, the order number and date of the order, the items in question, your name and address.
Condition of item upon return
After receipt, you may only handle the items in a way that allows you to determine the nature, characteristics and functioning of the items. This means that you may remove a toilet brush from its packaging, make sure the packaging is not broken, look at it, but not use it in the toilet.
If we receive returned items that have the character of being used, it will be a case of depreciation and you may lose some or all of your right of cancellation.
If an item is sealed and the seal is broken upon return, you lose your right of cancellation.
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 and packed together with a copy of the order form. In the event of cancellation, you are responsible for the costs associated with the return.
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.
If you wish to exchange your item for a different colour or size, it's free of charge. Simply send the item back to us with a copy of your order form on which you write down the size or colour you wish to exchange your item to. Upon receiving the item, we will send you the exchanged item.
If you regret your purchase, you can send your items back to this address:
Mette Ditmer Design ApS
8600 Silkeborg, Denmark
When returning the item(s), please make sure that the items are properly packed to avoid damage during shipment. You are responsible for the package/items during shipment to us. Therefore, we recommend that you save your postal 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 company address).
If you choose to cancel your purchase by simply refusing receipt, you will be charged DKK 149 to cover return shipping and administration fees.
IMPORTANT: We expect you to send the goods as soon as possible after you have notified us that you wish to exercise your right of cancellation and no later than 14 days after your cancellation.
Please enclose 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 item(s).
When returning an item, the product must appear and function as new and be able to be resold to another customer. If an item shows signs of being used or has been damaged, it will be considered a depreciation in value, as the item cannot be resold without a reduction in price.
If you regret your purchase, we can refund the amount you have paid to us. Once we have received the item, it will be checked for faults and defects. If the item is deemed to be in order, we will refund the purchase price. In the event of a depreciation for which you are liable, it will be deducted from the purchase price.
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.
You may lose the right to a full or partial refund of the purchase price if the returned item is deemed to be significantly impaired or completely worthless.
This can happen in cases where you:
- Have used the product
- The product is damaged, and it is your liability.
- The product has been handled in an unnecessary way to determine the type, features or function of the product.
- You have chosen to break a seal
If you have received a defective item, then that purchased is covered by the sales law under the defect rules. This means that you can either have a defective product repaired, exchanged, get a refund or a reduction in price, depending on the specific situation.
Of course, it is a requirement that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damaging behaviour. Complaints must be made within a reasonable time after you have discovered the defect.
You can submit a claim by contacting us by email: email@example.com or by phone: +4587201449. You will then be contacted by us either by email or by phone to inform you of what you need to do, and what can be done about the defect.
If the claim is justified, we will pay what may be considered reasonable shipping costs. If the claim is not justified, you must pay all shipping costs, including the costs associated with returning the item to you.
Remember that the item must always be sent in proper packaging, as you are responsible for the item until it reaches us.
All of our products are under the sales law’s rules about a 24-month warranty. During the first year of the warranty period, the presumption rule applies, where you only need to prove that the item has a fault or defect. After one year, you must further prove that the defect was present at the time of purchase.
Registration of data in connection with e-commerce
When you order online through Metteditmer.dk or Metteditmer.com, you must at least provide your name, address, telephone number and email address. This information is necessary for us to process your order.
We regularly issue discount codes that either give a percentage discount or a discount in euros. A maximum of one (1) discount code can be used per purchase. Attempts to circumvent this will result in the system cancelling the order. Unless otherwise stated, discount codes cannot be used for the purchase of gift cards.
If you are unsatisfied with the service you have received from us or wish to complain about your purchase, you can contact us either by email at firstname.lastname@example.org or by phone at +4587201449. The phone is open Monday through Friday from 9am to 3pm.
If we do not succeed in finding a solution that you accept, you can file a complaint to the relevant committee, if the conditions are fulfilled.
To be able to complain, the product or service you want to complain about must have cost at least DKK 1,110 and no more than DKK 100,000. However, for complaints about clothing, the price must have been at least DKK 720. There is a fee to have the complaint processed.
If you live in an EU country other than Denmark, you can complain to the European Commission's online complaint portal here: https://ec.europa.eu/odr.