Terms of trade at Helena Fananda
2400 København NV
CVR nr.: 39617994
Telephone: +45 22 303 503
Your payment will be charged to the means of payment you have selected when your goods leave our warehouse for delivery.
All prices quoted on the Website for products, delivery and other costs are in DKK, Danske Kroner, and include taxes, VAT etc. Costs relating to delivery, freight and postage may vary for each order. Delivery costs will be indicated on a separate line in your shopping cart and on the billing page, as part of the total amount of payment.
We accept the following means of payment:
Orders to Denmark:
Delivery to a kiosk near you: Free
Delivery to your address: 50DKK (Free on orders over 1000DKK)
Order should arrive 3-5 days after shipment.
We also ship to the rest of Europe for 150DKK (Free on orders over 2000DKK).
Arrival of order depends on the different countries.
The estimated time before shipment is specified under the description of the specific products, and you will receive an e-mail once your order has been shipped.
Goods will be delivered to the delivery address specified in the order. We only deliver to residential and business addresses, hence, not to PO boxes. Your goods will be delivered Monday to Friday. The time of delivery depends on the country in which the delivery takes place and the carrier used.
Our carrier will make one delivery attempt. The carrier will leave a receipt or message, which informs you about the details of the possibility of a self-pickup.
All products are covered by the Danish Sale of Goods, giving you 24 months to complain about an item.
This does not include defects caused by improper use, faulty maintenance or general wear.
In case of a complaint or a missing delivery, please contact email@example.com including your order number, images of the claim and a description.
For returns please ship to:
2400 København NV
Right to complain
In case you wish to complain about goods purchased from us, please contact our Customer Service. You can contact our Customer Service by telephone or email (please find the details on the top of this page).
You may also submit a complaint about goods purchased from us to the Danish Dispute Resolution Institute, Carl Jacobsens Vej 35, 2500 Valby, Denmark. It is also possible to submit a complaint online via their website.
You may also use the European Commission online complaints register when submitting your complaint. This is particularly relevant if you are a consumer residing in another EU country. You may submit the complaint by using this online form. When submitting the complaint, you must state our email address firstname.lastname@example.org.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 14 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: Provstevej 19, Copenhagen NV, 2400, Denmark.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Provstevej 19, Copenhagen NV, 2400, Denmark.
You will be responsible for paying for your own shipping costs for returning your item, unless your item is defect. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.