TERMS AND CONDITIONS

General Terms and Conditions of Sale
The following General Terms and Conditions of Sale concern the offer and sale of products on the website www.normann-copenhagen.com, owned and maintained by:

Normann Copenhagen ApS
Østerbrogade 70
2100 Copenhagen Ø
Denmark
CVR-no. 10008824

Requests for information should be made to shop@normann-copenhagen.com

TRADEMARKS & COPYRIGHT
All product designs, product names and content included on this website are protected by international copyright and trademark laws. You are not permitted to use any product designs, product names or trademarks presented on this site without prior written consent from Normann Copenhagen ApS.

These terms and conditions are subject to the laws of Denmark and any dispute related to this website, its services or these terms and conditions shall be settled by the courts of Denmark.

PRIVACY POLICY
Your privacy is very important to us. We respect your privacy and we will never sell, rent, lease or give away your information (name, address, email, etc.) to any third party. Our privacy policy follows these principles: 

All information provided by you is only used to ensure the best possible shopping experience. All information is strictly confidential and is treated in accordance with consumer and data protection legislation.

If you place an order with us, we request certain personal information. You must provide contact information (such as name, e-mail and delivery address) and financial information (such as credit card number, expiration date and the three digit security code). We use this information for billing purposes and to complete your order. If we have trouble processing an order, we will use this information to contact you. Your telephone number is required for shipping purposes – in case the shipping company needs to contact you regarding the delivery.

We use third party web beacons (e.g. Google Analytics) to help analyze where visitors go and what they do while visiting our website. We reserve the right to modify this privacy policy at any time, so please review it frequently. If we make significant changes to this policy, we will notify you here and by a notice on the website in general.


USE OF COOKIES
Cookies are needed to get the website to work, and for you to have a good shopping experience. Cookies help us to know a little bit about how you use our website, and this improves the browsing experience both for you and others. The cookies used on this site are primarily used for traffic measurement and to improve the content of the website. If you continue to browse on this website, you accept the use of cookies.

Most browsers are initially set up to accept cookies. If you prefer, you can set your browser to reject cookies. However, you will not be able to take full advantage of our website if you do so.

For more information and how to delete cookies, please read our cookie policy. You can find it here: www.normann-copenhagen.com/onlineshopping/cookies


CONTENT, PRODUCT AVAILABILITY AND PRICES - DISCLAIMER
Normann Copenhagen ApS strives, to the fullest extent possible, to provide accurate and updated content on this website. Unfortunately, there may occasionally be price changes, sold out goods and other unintentional errors on our site. We reserve the right not to be held liable for these errors or changes and neither Normann Copenhagen ApS, nor any employee or representative of Normann Copenhagen ApS can be held liable for damages arising from the use of this website or the products sold here.


APPLICABLE LAW
Any dispute arising between a customer and Normann Copenhagen ApS will be settled in accordance with the laws of Denmark.


ORDERING
www.normann-copenhagen.com is open 24 hours a day. The website might temporarily be down for maintenance.

You must be 18 years old, and have a valid credit card to shop on our website. If you are not yet 18 years old, you can have an adult make the order for you.

How to order:

1. When you have selected the products you would like to order on the products pages, click “add to shopping bag”. In the shopping bag click on the “Proceed to checkout” button at the bottom of the page when desired products are in the shopping cart.

2. Continue through the checkout process, and fill in your details; name, shipping address etc. You can check the products and total amount during check out. Click “Proceed to order review” when you have filled in all the information.

3. When you have entered your credit card information and clicked on the “Complete payment” button, you have made a binding offer for the purchase of the items you have chosen.

4. At this stage your order is still subject to our acceptance. When we have accepted your order, we will obtain an authorization from your credit card company for the amount on the order. We are not withdrawing money from your card at this stage (made to order products will be withdrawn immediately to begin the production), but the amount might be reserved on your account. This is a normal process with banks and credit card companies. If your credit card is not authorized, your order will not be processed further.

5. Directly after you have placed your order, you will receive a confirmation e-mail including the terms and conditions for your order.


SECURE PAYMENT
All prices are listed including Danish VAT.

We accept: DANKORT, MOBILE PAY, VISA, MASTERCARD, PAYPAL, SOFORT and IDEAL

No credit card fees are charged by us. Please note that it is not possible for us to charge a higher amount than the one approved by you.

Payment is processed via Altapay through a Nets approved and PCI-certified payment solution. Altapay uses SSL-encryption in the communication with Nets. SSL is short for Secure Socket Layer and is a security protocol that ensures that data is encrypted in the communication between the customer, the Normann Copenhagen online shop and Altapay. It is therefore not possible for third parties to intercept any credit card information. Furthermore, Altapay is fully PCI certified. The purpose of the PCI standard is to have a common, international standard that defines a range of demands for storing, transmission and handling of credit card data – and how it should be ensured that the requirements are complied with.


VAT, CUSTOMS AND IMPORT DUTIES
If your delivery country charges customs or import duties - these will be charged once the package reaches the destination country. You will have to pay these charges. This also applies to the purchase of gifts or other purchases made on behalf of another recipient.
Unfortunately, we have no control over customs and import charges and we cannot inform you how much they will be before you order. Customs policies vary widely from country to country. Please contact your local customs office for further information.

If you order for shipment outside of EU, the Danish VAT(25%) is automatically deducted in the shopping basket. Please note that local VAT and customs duties will apply upon receiving your package.

Company order within the EU: If you have a valid VAT number, we can reimburse the Danish VAT(25%). Please pay the full amount upon checkout, and reply to the e-mail with the order confirmation, and send us your company VAT number. The amount for the VAT will be refunded to the credit card you paid with. 

DELIVERY
We ship worldwide. The shipping charge depends on your delivery country and your purchase amount. Find your delivery zone below and see the shipping charges - as well as how much you need to order for to qualify for free shipping. 

If your items are in stock your order is normally shipped from our warehouse within 1-2 business days form receiving your order. Most of our shipments are handled by UPS. 

When your order is packed and on its way, you will receive an e-mail from UPS with a tracking number and an estimated date of the delivery. Sofas, large furniture and larger orders: We ship your order with special carrier, depending on the country of delivery. You will be contacted directly by email after you placed the order with more information about delivery time and dates. Please see below for estimated delivery times.
 


Shipping time: Please note that the listed duration is only an estimated delivery time.

Please allow 1-2 business days for packing. You will receive an e-mail from UPS with a tracking number and a more specific delivery date. Overseas, large orders are sent by ship and delivery time is 4-8 weeks.

PLEASE NOTE THAT LOCAL CUSTOMS AND VAT WILL BE CHARGED WHEN SHIPPING OUTSIDE THE EU


CANCELLATION
You can cancel your order if it has not yet been shipped from our warehouse. Normally orders are sent 1-2 business days after you place the order. Contact us and we will help you.

If your order has been shipped from our warehouse you can not cancel your order. The order will be shipped to you, and you will have to handle it as normal return. Please see details in our return policy

Made to order products can not be cancelled. Once payment has been made for made to order products, the order and payment are legally binding, and the order cannot be cancelled for a refund. The made to order products are specially made according to your specifications of color, fabric and other style preferences. 

When ordering made to order products you accept that the payment for the order will be withdrawn directly after your order is received. This is done so the production of the product can be started immediately.


ORDER CHANGES
You can change the shipping address on your order if it has not yet been shipped from our warehouse. Normally orders are sent 1-2 business days after you place the order. Contact us and we will help you.

If your new shipping address has a different shipping fee, you will have to pay the difference. 

If your order has been sent from our warehouse you cannot change the shipping address or the contents on your order. The order will be sent to the original address, and you will have to handle it as normal return if you have changes. Please see details in our return policy.


RETURNS
You may change your mind within 14 days of receiving your items. You have to notify us before the 14 days if you want to return your order. Please contact us at shop@normann-copenhagen.com if you want to return a product or use the return form.

After you have received the items you ordered, you may carefully examine and try the items within the period of 14 days, but only in a manner as you would if you examined the products in our store or any other offline reseller. If the items or packing have been used in excess of what is normal in order to examine them, you will be held liable for the decrease in value of the items the use has caused. When we have received the items, we will notify you if there is any loss of value of the product and if your refund will be lower than the price paid.

If we accept your return order as valid and the product can be re-sold as new, we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. But we do not cover the return shipping cost. The refund will be paid back to the credit card (or method of payment) used to pay for the order within 14 days of receiving the notification of your wish to return the order. However the refund will not be paid before we have received the items at our warehouse. 

Some products cannot be returned. Products including food, for example our series of Tea, can not be returned.  

RETURN SHIPPING
The shipping costs for returning an order are not covered by us, and must be paid by you, and must also be arranged by yourself. For larger orders we can arrange for the return, but the shipping charge is still to be paid by you, and is still your responsibility. 

The items you want to return are your responsibility until they reach our warehouse. Damage done while returning / shipping the product to our warehouse is your responsibility. Please make sure you pack the return safely to prevent any damage to the products or boxes, as this will affect the value of the product, and thus our possibility to resell the item. Make sure the product’s original packaging is intact. Please keep receipts and tracking numbers as proof of sending the items back.

Please fill out the return form that came with your order. Send it along with the items you wish to return. 

If you lost the return form, you can download the return form here:


RETURN IN OUR STORE
You are welcome to return items bought online to our Flagship Store in Copenhagen. Regulations are the same as stated above. 

Normally you will get your refund directly in the store, however we reserve the right to have a period of 14 days to examine the product and set the value for the return payment. 


How to return an item:
1. Notify by email on shop@normann-copenhagen.com within 14 days after receiving your order that you want to return something. 
2. Send your items and the original packaging back to us within 14 days from your notification
3. Fill out the return form, and send it along with the items you want to return
4. The return shipment cost must be paid by you, and is not covered by Normann Copenhagen ApS
5. You will receive your refund within 14 days after we receive the notification or the model withdrawal form. However the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.
6. If the items are not received in their original packaging and in the same condition as you received it a deduction can be made in your refund similar to the decrease of the value of the items

Our return address is:
Normann Copenhagen 
Narvikvej 16
4900 Nakskov 
Denmark


RETURN SHIPPING COSTS
The return shipment cost must be paid by you, and is not covered by Normann Copenhagen ApS. Please see below for estimates on return shipping costs.

*Small items: Based on UPS standard price for a small package of approx. 1kg weight. Please contact UPS.COM for a price quote for your package. Denmark: Based on Post Danmark package from 1-5 kg. Please contact Post Danmark directly for a quote for 
your package.
**Large items: Large orders, Sofas, Dining Tables and other large furniture. estimate based on our shipment company’s normal rates for one 3 seater sofa. Please contact us for an exact price quote for your destination at shop@normann-copenhagen.com


DAMAGED OR FAULTY ITEMS
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact us at: 


If you send us an e-mail, please include as many details as possible including your order number as well as some pictures if there is something wrong with one of the products.

You are entitled to give notice of defects for a period of 24 months. If something is wrong with the product, your claim should be sent to us as soon as possible from the time that you notice the problem.

You can either have a new product sent, a discount or return the product for a refund. This will be decided from case to case. Accordingly, the provisions on defects in the Danish Sales Act apply. If you send back damaged or faulty items please fill out the return form that came with your order. Send it along with the items you wish to return. 

If you lost the return form you can download the return form here:

If your claim is valid we will of course cover your shipping expenses for returning the item to us. Please provide us with documentation for your expenses.

The items are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent (any further) damage to the products or boxes. And please keep receipts and tracking codes as a proof of sending the items back.


REFUNDS
If we accept your return order as valid and the product can be re-sold as new, we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. But we do not cover the return shipping cost. 

The refund will be paid back to the credit card (or method of payment) used to pay for the order within 14 days of receiving the notification of your wish to return the order. However we reserve the right to withhold the refund we have received and inspected the items at our warehouse. 

Please note that a full refund cannot be given if:

a. You have actually used the products for its purpose. E.g. Used kitchenware for food, used furniture to the extent where it has been marked and worn, use bed linen to sleep in etc.)

b. The item has been damaged while it was in your custody (e.g. during transportation)

c. You have handled the items in other ways than you normally would in a store for examining the nature of the type of item and its features.

d. The item you have returned is a product that is made to order, specially made according to your specifications of color, fabric and other style preferences.

DISPUTES
If you want to file a complaint about items bought at Normann-copenhagen.com, you can contact Konkurrence- og Forbrugerstyrelsens Center for Klageløsning, Carl Jacobsens Vej 35, 2500 Valby. You can file your complaint at www.forbrug.dk
You can also contact Online Dispute Resolution provided by the European Commission. This is relevant for customers within the EU. You can file your complaint at http://ec.europa.eu/odr. When filing your complaint you must state our customer service email shop@normann-copenhagen.com.