Terms & Conditions

Terms and conditions applicable to purchases on www.illumsbolighus.com

Valid from June 2021

GENERAL INFORMATION 

Illums Bolighus A/S, Amagertorv 10, DK-1160 Copenhagen K, Phone: 33141941

E-mail: online@illumsbolighus.dk, CVR-nr. 26573394

Bank: registration number 4319 | account number 4783187558

Established 1941

If you have any questions regarding your order or delivery, please contact Customer Service: +45 33141941.

1. PLACING AN ORDER

Once you have placed an order on www.illumsbolighus.com, our system will automatically send you an email indicating which items you have ordered ("Order Summary"). This summary is not a legally binding contract. Illums Bolighus therefore has the possibility to cancel your order due to delivery failure, printing errors, technical problems and similar situations.

Binding order confirmation/invoice will only be sent to you when we have dispatched the goods that you have ordered. The contract is therefore only binding when you receive the order confirmation.

2. PAYMENT

You can pay with the following credit cards:

Dankort, VISA/Dankort, VISA foreign, EURO/Mastercard and Diners.

By placing an order on www.illumsbolighus.com you guarantee that the information relating to the payment of your order is valid and correct. Once your order has been accepted and processed by Illums Bolighus, payment will be made.

The purchase will only be completed and debited from your account when your order is dispatched from Illums Bolighus.

The payment card you use must be yours. All credit/debit cardholders are subject to validation checks and approval by the card issuer. If the issuer of your payment card rejects the payment, Illums Bolighus will not be liable for any delays or non-delivery of your order. In the event that your card's approval and validation is declined, Illums Bolighus reserves the right to cancel your order.

Communication between the payment system and the cardholder takes place via an encrypted SSL (Secure Socket Layer) connection.

For bank transfers, you are not protected by the objection system.

3. DELIVERY IN DENMARK

For delivery of furniture and larger lamps in Denmark, a shipping fee of between DKK 250 and DKK 1,000 will be added, depending on the size of the order. If you do not pick up your order at the chosen parcel centre and it is therefore returned to us, Illums Bolighus reserves the right to charge you for the costs incurred by Illums Bolighus for returning the order to Illums Bolighus. The cost is at least DKK 30.

Delivery of furniture and other goods with a larger volume will typically be delivered to the curb.

Expected delivery time in Denmark is 1-5 business days after your order is accepted, provided that the products are in stock. We reserve the right to sold out or discontinue products. Orders containing made-to-order items will generally have a longer delivery time. The delivery time for order items can be found at www.illumsbolighus.com for the respective product.

3.1. Tracking

When your order has been dispatched from Illums Bolighus, you will receive a dispatch confirmation and a tracking number by e-mail. With this tracking number you can follow your order from the time it is shipped until it arrives at the delivery location. A shipment can usually be tracked 12 hours after the tracking number is received.

3.2. In-store pick-up

Orders for in-store pick-up are placed in person at the Customer Service desk of the Amagertorv store, once you have been notified that your order is ready for pick-up. When picking up the order, the order number will be provided. Please bring your ID with you when you pick up your order.

The deadline for collection in store is 14 days from the date on which you receive notification from us that your order is ready for collection.

Collection cannot be made from other Illums Bolighus stores.

4. INTERNATIONAL DELIVERY

Illums Bolighus delivers all over the world. Shipping costs for foreign shipments are automatically calculated before you complete your purchase. This is done based on your order volume and the delivery address provided. You approve the freight by completing your purchase. If you do not pick up your order at the chosen parcel centre and it is therefore returned to us, Illums Bolighus reserves the right to charge you for the freight price, i.e. the cost incurred by Illums Bolighus for the return to Illums Bolighus.

Delivery time in Europe is 5-10 business days after your order is accepted, provided that the products are in stock. We reserve the right to sold out or out of stock items. Delivery times are not guaranteed and should therefore be regarded as indicative. Illums Bolighus cannot be held responsible for delays if the indicative delivery times are not met by a carrier.

Expected delivery time outside Europe is 10-15 business days after your order is accepted, provided that the products are in stock. Delivery times are not guaranteed and should therefore be regarded as indicative. Illums Bolighus cannot be held responsible for delays if the indicative delivery times are not met by a carrier or by local customs authorities.

4.1 Taxes, duties, and customs

If you need goods shipped:

a) from one EU country to another EU country, you will not normally have to pay taxes, duties, and customs, as trade between EU countries is exempt under the rules on the free movement of goods within the EU

b) to a country outside the EU, you should be aware that the goods may be detained at customs and local taxes, duties and charges may be applied. Illums Bolighus assumes no responsibility for taxes, duties and customs

c) If you order from an EU country as a registered company, you do not have to pay VAT if you provide a VAT number.

5. RIGHT OF WITHDRAWAL

You have a 30-day right to cancel your purchase and thus exchange or return your item when you shop at www.illumsbolighus.com.

The 30 days count from the day you:

a) have received or collected your goods

b) takes physical possession of the last item in the case of a contract for several items ordered in one order and delivered separately

(c) in the case of a contract for the delivery of goods consisting of several lots or parts, receives physical possession of the last lot or part.

You may not withdraw by simply refusing to accept the goods without at the same time giving us clear notice of this.

5.1 If you wish to exchange your goods for another

For example, if you wish to exchange for a different size or colour, you must place a new order online and return the item you wish to exchange. You use the prepaid return label for this. You will have to pay the cost (DKK 40) for returning the item and you will bear the risk of the item being returned. Please make sure that the item is properly packed. The invoice must be enclosed when you return the item. The goods must be returned in their original packaging, with all labels attached and any seals intact.

The deadline for returning the goods is indicated on the return label.

The address to which you must send the goods is:

Illums Bolighus / DSV

Hedelandsvej 28A

2640 Hedehusene

Danmark

Please note: We do not accept packages sent by cash on delivery.

You can also choose to exchange the item in one of our physical stores. The return period is also 30 days - see return label.

5.2. If you want your money back

If you wish to return your item, please handle the item with care and return it in secure packaging. You pay for the return costs yourself.

The address to which you must return the goods is:

Illums Bolighus / DSV

Hedelandsvej 28A

2640 Hedehusene

Danmark

Please note: We do not accept packages sent by cash on delivery.

It is also possible to return goods in our physical stores. Bring the item and the invoice. The same return period of 30 days applies here.

Certain items cannot be returned by normal mail due to their nature. This applies to furniture and larger lamps. The cost of return is expected to amount to a maximum of DKK 2,000. Please contact Customer Service for returns of such items.

If you have received an item other than what you ordered, please contact online@illumsbolighus.dk before returning the product.

5.3. Condition of the goods when you return them

You are liable only for any deterioration in the value of the goods caused by handling other than that necessary to determine the nature, characteristics and functioning of the goods. In other words - you can try the item in the same way as if you tried it in a physical shop.

So, to receive a full refund, you must do the same as you would in a physical shop. You can try the product, but not actually use it. The item must be returned in its original packaging, all labels must be attached, and any seals must not have been broken.

5.4. Refund of the purchase price

If you cancel your purchase, you will be refunded the amount you have paid to us, including delivery costs.

However, this does not apply if:

a) there are additional costs due to your choice of a delivery method other than the cheapest standard delivery method offered by us

b) you only cancel part of your order; we will not refund the delivery costs.

We will refund you using the same means of payment as you used for the original transaction unless you have expressly agreed otherwise.

We may withhold the refund until we have received the item back unless you have provided proof of return by then.

5.5 Goods excluded from the right of withdrawal

The following types of goods are excluded from the right of withdrawal:

1. The delivery of goods which have been manufactured to the consumer's specifications or which have been clearly personalised. For example, goods with engraving, sandblasting or other personalisation, special measurements, or the like.

2. The supply of goods which are likely to deteriorate or become obsolete rapidly.

You may lose your right of withdrawal if:

- you break the seal on goods which are not fit to be returned for health protection or hygiene reasons and where the seal has been broken after delivery. For example, skin care products, cosmetics, etc.

6. COMPLAINT

6.1. If there is something wrong with the product?

You have a 24-month warranty period. This means that you can either have the item repaired, exchanged, refunded or the price reduced, depending on the specific situation.

Of course, it is a requirement that the complaint is justified and that the defect has not arisen because of misuse of the product or foreseeable wear and tear.

6.2. How soon should I make a complaint?

You must complain within a "reasonable time" after you have discovered the defect in the product. If you complain within two months of discovering the defect, the complaint will always be timely (however, your right to complain expires 24 months after delivery of the goods).

6.3. How do I complain?

If you wish to complain about a product, please contact online@illumsbolighus.dk. Send us a picture of the product together with the description of the defect - as detailed as possible. In case of transport damage, photo documentation must be sent to us. In addition, the packaging must be kept until the case is resolved.

As a rule, you pay the cost of returning the goods to us until the complaint has been approved by the supplier.

The goods are sent to:

Illums Bolighus A/S

Amagertorv 10

Dk-1160 Copenhagen K

Att: Online

When returning the item, please state the problem in as much detail as possible. Please note! We do not accept packages sent by cash on delivery or similar.

Remember that the item must always be returned in proper packaging.

If the complaint is justified, we will refund your (reasonable) shipping costs. Please make sure you get a receipt for your shipment.

7. TRANSPORT DAMAGE

If there is any indication that the item has suffered damage during transit to your address/collection point, please contact Customer Service immediately on tel. +45 31141941 and send photos to online@illumsbolighus.dk:

- The goods in their packaging (so that it can be seen how the goods have been (un)protected)

- The packaging from different angles

- Shipping label

- Damage(s) to the goods themselves

Keep the packaging until the case has been clarified.

For goods where the original packaging no longer exists, no compensation can be claimed.

8. RESERVATIONS AND DISCLAIMER

We reserve the right to make changes to taxes, price and correction errors, technical errors, sold out goods and force majeure, including labour disputes and shortcomings or delays in deliveries from subcontractors. We make every effort to ensure that prices, quotations, design names, supplier names and other information on our website are correct.

Image reproduction disclaimer

Computer monitors may be set up differently and they may vary greatly in size. Therefore, colour renderings may vary widely depending on the monitor. Illums Bolighus cannot guarantee that the colours you see on your screen reflect the exact colour of the product.

However, Illums Bolighus tries to describe the product as best as possible. You are always welcome to contact Illums Bolighus' customer service for further information about goods.

9. CLIENT ACCESS

If you wish to complain about your purchase, please contact:

Illums Bolighus A/S

Amagertorv 10

Dk-1160 Copenhagen K

Att: Copenhagen, Denmark

online@illumsbolighus.dk

Telephone: +45 33141941

If we do not succeed in finding a solution, you can lodge a complaint with the relevant authorities, provided that the conditions for doing so are met. One of the conditions is that you must have contacted the trader before proceeding.

- Centre for Complaints Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg

- Centre for Complaints Resolution, via the Complaints Portal of the House of Representatives here

- The European Commission's online complaints portal. This is particularly relevant if you are a consumer resident in another EU country. Complaints can be made here - http://ec.europa.eu/odr.

When submitting a complaint, please provide our email address online@illumsbolighus.com.

Standard withdrawal form

(This form is only completed and returned if the right of withdrawal is exercised)

- To:

Illums Bolighus A/S

Amagertorv 10

DK-1160 Copenhagen K

Attn: online@illumsbolighus.dk

- I/we (*) hereby notify that I/we (*) wish to exercise the right of withdrawal in connection with my/our (*) purchase agreement for the following goods

- Ordered on (*)/received on (*)

- Name of consumer(s)

- Consumer's address (Consumer's address)

- Consumer's signature(s) (only if the contents of the form are communicated on paper)

- Date of form

(*) Delete as appropriate

10. Personal data policy

For you to contract with us and shop on www.illumsbolighus.com, we need the following information about you:

- Name

- Your name

- Telephone number

- E-mail address

- Information about what you have purchased

We process your personal data for the purpose of delivering the goods to you and to deal with enquiries regarding your purchase. The processing takes place in accordance with the rules in Illums Bolighus' personal data policy. Here you can read more about how your data is processed, when it is deleted, and what rights you have as a data subject.