Terms & Conditions

Illums Bolighus  |   Terms and Conditions  | English version
19/6/ 2014
 

Illums Bolighus Terms and Conditions for Online Commerce
Terms and Conditions for purchases at www.illumsbolighus.dk and via other types of off-site sales. Valid from June 13, 2014.


General information

Illums Bolighus A/S

CVR-NR 26573394
Amagertorv 10 
1160 Copenhagen K
Denmark

online@illumsbolighus.dk
Telephone:  (+45) 3366 9504  |   (+45) 3366 9541   |   (+45) 3366 9659
Founded in 1941


Payment

You can pay with the following credit cards:  Dankort, VISA/Dankort, VISA, EURO/Mastercard, American Express and Diners.

The credit card you use must be your own. All credit card users are subject to validation, control and approval by the credit card issuer. If the card issuer rejects the payment, Illums Bolighus cannot be responsible for eventual delays or non-delivery of an order. In cases where validation and approval of your card has been withdrawn or is lacking, Illums Bolighus retains the right to annul your order.

By sending an order to Illums Bolighus via www.illumsbolighus.com you guarantee that the information concerning payment of your order is valid and correct. When your order is accepted and processed by Illums Bolighus, payment will ensue and you have thus given Illums Bolighus permission to undertake the necessary payment control. 

Payment will be deducted from your account when your purchase is sent from Illums Bolighus or when the goods are ready to be collected at Illums Bolighus on Amagertorv in Copenhagen, Denmark. 

Communication between the payment system and the cardholder takes place via an encrypted SSL link (Secure Socket Layer).  When paying via bank transfer, you are not protected when there is a cardholder dispute. (Read why here)


Delivery in Denmark 

Shipping of furniture and larger lamps cost is from DKK 350 to DKK 750 in Denmark. Other orders shipped in Denmark cost DKK 48.75. When packages are not picked up, Illums Bolighus retains the right to charge a fee of DKK 48.75 to cover the expenses incurred by Illums Bolighus.

Delivery in Denmark usually takes 2-3 workdays depending on when the order was accepted. This also applies to goods that are to be picked up at Illums Bolighus on Amagertorv in Copenhagen, Denmark.

If you choose to pick up your order at Illums Bolighus on Amagertorv in Copenhagen, there is no charge for shipping. The order will be ready to be picked up at the Service Desk on the third floor once you have received notification of its delivery. Please bring a copy of the notification email when you come to pick up your order. Valid ID must be shown when picking up an order. 

Delivery Abroad
Illums Bolighus can ship anywhere in the world. Shipping costs are automatically calculated during the online purchase based on the size and weight of the order and the delivery address. The shipping cost is given upon approval of your order during the purchase flow. For undelivered packages, Illums Bolighus retains the right to charge a fee equivalent to the shipping costs incurred by Illums Bolighus for the order.

Delivery in Europe usually takes 6-8 workdays after the order has been accepted. Delivery times cannot be guaranteed and should only be regarded as a guideline. Illums Bolighus cannot be held responsible for delays when the estimated delivery dates are exceeded by the delivery firm.

Delivery outside of Europe usually takes 12-14 workdays after the order has been accepted. Delivery times cannot be guaranteed and should only be regarded as a guideline. Illums Bolighus cannot be held responsible for delays when the estimated delivery dates are exceeded by the delivery firm or the local customs authorities.

Taxes, duty charges and custom fees
If you are sending goods:
1.    From one EU country to another EU country there is usually no tax or customs charges, since all EU countries are exempt from these charges because of freedom of movement of goods within the EU.
2.    To a country outside the EU, goods can be detained in customs and custom fees incurred. Illums Bolighus is not responsible for the taxes, duty charges and custom fees. 
3.    When a registered company orders from an EU country, no VAT is charged if the company indicates its VAT number.

Shipping costs in Danish Kroner (DKK)


Weight in kilos    Denmark    Europe        Worldwide    
=(heightxwidthxlength/5000)            Asia        Australia    USA
0-5 kg    48.75    300        1200    950    700
6-10 kg    48.75    300        1500    1000    700
11-15 kg    48.75    300        1500    1000    700
16-20 kg    48.75    400        1800    1500    950
21-25 kg    48.75    400        1800    1500    950
26-30 kg    48.75    400        1800    1500    950
31-35 kg    350.00    400        1800    1500    950
36-40 kg    350.00    450        3000    2000    1500
41-45 kg    350.00    450        3000    2000    1500
46-50 kg    350.00    500        3000    2000    1500
51-55 kg    350.00    500        3000    2000    1500
More than 56 kg    350.00    >500        >3000    >2000    >1500
Prices are valid from June 13, 2014. All prices are in DKK (Danish kroner)

Tracking
You will receive a tracking number via email when your order is sent from Illums Bolighus. With this number, you can follow your order from the sender until it arrives at its destination. A delivery can usually be tracked 12 hours after the tracking number has been received.

You can also contact Illums Bolighus Customer Service at telephone (+45) 3366 9515 or (+45) 3366 9618 or (+45) 33669659 on weekdays from 9 am until 4 pm (Central European Time). Or contact Customer Service via email at online@illumsbolighus.dk if you have any questions regarding your delivery.

If you want to cancel your purchase (Right of cancellation)
You have the right to cancel your order within 30 days when you shop at Illums Bolighus. The terms and conditions of your right to cancel depend on when during the 30 days you make use of your right to cancel. See the different terms and conditions under A and B below.

A. Terms and Conditions for utilization of the right of cancellation during the first 14 days after delivery:
You must, within 14 days after receiving your purchase, notify us that you wish to cancel your order. It is up to you to document your wish to cancel in time. We, therefore, recommend that you send your request to Illums Bolighus via email to online@illumsbolighus.dk. In your message of cancellation, you must clearly indicate that you wish to make use of your right of cancellation. You can find the standard right of cancellation form at the bottom of this document.

You cannot cancel an order just by refusing to accept delivery without at the same time clearly notifying us that you wish to cancel your order.

You must notify Illums Bolighus that you are making use of your right of cancellation. You must also send your purchase back to us as quickly as possible and at the latest 14 days after you have notified us that you wish to cancel your order. You are responsible for paying the cost of returning the goods. You are also responsible for making sure that the items are properly packed. The invoice must be included with the returned goods.

Certain items, such as furniture and larger lamps, cannot be returned by regular post. The cost of returning such items will probably not exceed DKK 2,000.

Your right of cancelation expires 14 days after the day upon which:
a)    You received your purchase
b)    You received and are in physical possession of the last item when one order included several items which are delivered separately
c)    You received and are in physical possession of the last part of an order which contains an item made up of several parts

The condition of the goods when you return them (A):
You are responsible for any decrease in the value of the goods due to handling or using the item which was not strictly necessary to ascertain the functionality and qualities of said item. In other words, you can try out or test an item in the same way you would try out or test an item in a real, physical store.

If an item has been tested or used in ways that exceed those described above, the item can be considered to be “used” which means that when you cancel the order you will receive less than the original purchase price or no refund at all – depending on the commercial value of the item.

In order to have the entire original purchase price refunded, you may only try or use an item as you would do in a regular shop – again, you can try out the item, but not really use it.

Return of purchase price (A):
If you wish to return your purchase, we will naturally refund the original purchase price. In cases where there is a decrease in the item’s original value, you are responsible for this amount which will be deducted from the purchase price. 

If you make use of your right of cancellation, we will refund all payments made by you including shipping costs.  We will not, however, refund any extra shipping costs which you yourself requested – we refund only the standard delivery costs that we offer. Your refund will be made without unnecessary delays and at the latest 14 days from the date we received your notification of cancellation. We will transfer the amount back to you via the same payment method which you used to make the original purchase – unless you clearly indicate otherwise.

We reserve the right to hold the return payment until we have received the goods you returned, unless you can present documentation confirming that you have returned the items before we have received them.


B. Terms and Conditions for utilization of the right of cancellation from the 15th to the 30th day after delivery (B):

You right of cancellation from the 15th day to the 30th day after delivery is:
If you wish to return an item between the 15th and 30th day after delivery, you must return the item to Illums Bolighus by the 30th day at the latest. Therefore we suggest that you send a message to online@illumsbolighus.dk clearly notifying us that you are returning the item. The goods that are returned during this period must be returned unused and undamaged in their original packaging (also undamaged).

You are responsible for payment of all direct costs in connection with returning the goods. You are also responsible for making sure the items are packed properly. The invoice must be returned with the item.

Certain items, such as furniture and larger lamps, cannot be returned by regular post. The cost of returning such items will probably not exceed DKK 2,000.

The condition of the goods when you return them (B):
Items which are returned during this period must be sent back unused and undamaged in the original packaging (also undamaged). Goods which are sealed may not be returned if the seal is broken. 

Refund of the purchase price (B):
If you change your mind about your purchase, you will, of course, be refunded the entire amount you paid. We refund the whole amount for an item as long as it is returned unused and undamaged – in the original, undamaged packaging.

We will transfer the amount back to you via the same payment method which you used to make the original purchase – unless you clearly indicate otherwise.

We reserve the right to hold the return payment until we have received the goods being returned, unless you can present documentation confirming that you have returned the items before we have received them.

Exceptions to the Right of Cancellation
The Right of Cancellation does not apply to the following types of items:

1.    Delivery of goods which have been specifically made to meet the consumer’s specifications or which have been given a clear personalized look or quality. For example, if the item has been engraved, sand-blown, or given other personal touches, or if it has been made in a special size or dimension at the purchaser’s request.
2.    Delivery of goods which can quickly deteriorate or have passed their expiry date such as facial creams, cosmetics, body lotions, etc.
3.    Delivery of sealed goods that due to health or hygienic reasons, are not suitable for return – or when the seal has been broken after delivery. For example, down comforters, down pillows, skincare products, etc.

You lose your Right of Cancellation if: 
-    You break the seal on an item that for health or hygienic reasons is not suitable for return.

If you change your mind about your purchase, the goods should be sent to:

Illums Bolighus A/S

Amagertorv 10 
1160 Copenhagen K
Denmark
Att: Online

You can also cancel your purchase by giving us notice and then returning the goods personally to the address above.

What should I return?
You must include a copy of the invoice. Processing of your return proceed more quickly if you fill out the standard return form below. Please note – we do not accept packages that are sent COD.

What if there is something wrong with my purchase?
Regulations concerning defective goods can be found in the Danish Sale of Goods Act and apply to all goods purchased at Illums Bolighus.

When you shop at www.illumsbolighus.dk you automatically have a 24 month warranty. This means that you can either have a defective item repaired, exchanged, or you can get your money back or a reduction of the price, all depending on the actual situation.

It is, however, necessary that the claim is warranted, and that the defect is not the result of improper usage of the product or other damaging or inappropriate behaviour.

How quickly must I make my claim?
You must file your claim within a “reasonable amount of time” after you discovered that an item was defective. If you make your claim within 2 months following the discovery of the defect, your claim will always be “in time” (assuming that you have made your claim at the latest 24 months after the purchase).

We refund reasonable shipping costs
If the claim is legitimate, we will naturally refund any reasonable shipping costs.

The goods must be sent to:
Illums Bolighus A/S

Amagertorv 10 
1160 Copenhagen K
Denmark
Att: Online

We need the following information when you return an item to us:
When you return an item, please tell us what the problem is and include as many details as possible. 

Please note – we do not accept packages that are sent COD or by other similar methods of delivery.

Remember that the goods must be returned in proper packaging and remember to get a receipt when you send the item so we can refund your shipping costs.

Claims Procedure
If you want to make a claim concerning your purchase, please contact:

Illums Bolighus A/S

Amagertorv 10 
1160 Copenhagen K
Denmark
Att: Online
online@illumsbolighus.dk
Telephone: 
(+45) 3366 9516
(+45) 3366 9618
(+45) 3366 9659

If we cannot find a solution to your problem, you can make a complaint to the relevant authority for this area as long as the necessary conditions are met. One of these conditions is that you must first make your claim to the company you bought the item from before you can go further to the relevant authority.

In Denmark, you can send your complaint to:

Danish Competition and Consumer Authority 
Carl Jacobsens vej 35
2500 Valby
Denmark
Telephone: (+45) 4171 5000
www.kfst.dk

Personal Data Policy

What do we do with your personal data?
In order to enter into agreement with us, we need the following information from you:

Name
Address
Telephone number
Email address
Order number

How does Illums Bolighus collect information?
When you undertake a purchase via www.illumsbolighus.dk, or agree to receive newsletters from us by email, you give us personal data such as your name, address, email address, telephone number, credit card information and birth date. 

In addition, Illums Bolighus collects data about its users and their visits to www.illumsbolighus.dk by means of so-called “cookies”. For more information, see the section about “Cookies” on www.illumbolighus.dk

Why does Illums Bolighus collect information?
When you give us your personal data, you are agreeing that Illums Bolighus can use this information to fulfil our obligations to you and to offer you the service you expect to receive.  We use this information in various ways. For example, when it comes to delivering the goods you have ordered, or to give you information about the status of your order, or to control your credit worthiness, or to send you information about Illums Bolighus No 1, or to send you other offers of interest. Illums Bolighus may also need this information in order to contact you if there are any problems with delivery of your order or orders. 

How does Illums Bolighus protect your personal data?
The responsibility for your personal data resides at:
llums Bolighus A/S, Amagertorv 10, 1160 Copenhagen K, Denmark
CVR 26 57 33 94

Illums Bolighus has undertaken a series of technical and organizational precautions to protect your personal data, for example, from theft, manipulation and unauthorized use. And we continually improve and adapt our security measures to keep up with the latest technical developments.

Personal data is registered with us and kept for five years after which the data is deleted.

llums Bolighus A/S, 
Retail Store
CVR-NR 26 57 33 94
Amagertorv 10, 
1160 Copenhagen K, 
Denmark
online@illumsbolighus.dk
Telephone: 
(+45) 3366 9516
(+45) 3366 9618
(+45) 3366 9659
Founded in 1941

When personal data is collected via our Web site, we ensure that it always and only takes place when you have given your approval so that you are always informed as to exactly what information is collected and why.

Only company executives and employees in the Illums Bolighus Online Commerce Department have access to your personal data. 

The IT Manager of www.illumsbolighus.dk is responsible for all personal data.

Personal data that is registered with www.illumsbolighus.dk is never given or sold to any third party and we never register sensitive personal data.

Once your personal data is registered with Illums Bolighus A/S, you always have the right to object to this registration. You also have the right to gain access to the information which is registered about you. These rights are ensured by the Danish Act on Processing of Personal Data. Any inquiries made in connection with this should be directed to Illums Bolighus A/S by email to online@illumsbolighus.dk

Reservations concerning picture quality and the reproduction of colours 
Computer screens can be set differently and can also vary greatly in size. That is why the reproduction of colour can also vary greatly, depending on the screen. Therefore, Illums Bolighus cannot guarantee that the colours you see on your screen are exactly the same colours that the various items have.

Illums Bolighus always tries to describe, as accurately as possible, each item we sell. You are always welcome to contact Customer Service at Illums Bolighus for more information about any of our products.

Standard Right of Cancellation Form

(This form must be filled out and returned if your right of cancellation is to be valid)

-    To (Name of the Company, the physical address, and if applicable, fax number and email address of the company

-    I (or we*) hereby notify that I (we*) wish to use our right of cancellation in connection with our purchase of the following goods (*) and/or services (*)
-    
-    Purchased on  (date *)  and received on (date *)
-    Customer’s name
-    Customer’s address
-    Customer’s signature (s) if the paper form is sent 
-    Date

* Information that is not relevant should be crossed out

 

 

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