terms & conditions
Welcome to the official Stine Goya webshop. These Terms & Conditions apply when you shop with us, which is why we recommend that you read them carefully before placing your order on our website.
STINE GOYA A/S
Amaliegade 42, 1. floor
1256 Copenhagen K
Telephone: +45 33931002
CVR no. 31498902
1. GENERAL INFORMATION
As our Terms & Conditions may be updated from time to time, we ask you to accept them every time you shop with us.
If you experience any problems with your order on our webshop or the general use of our website, please contact email@example.com.
If you have any doubts about parts of our Terms & Conditions, we recommend that you contact us before placing your order.
2. IMPORTANT NOTICE
If you do not accept our Terms & Conditions, you cannot place an order on our website. You have the right to regret your purchase without giving any reason within 14 days after the date you, or a third party acting on behalf of you, acquire the goods physically. Read more under “7. Return, Exchange & The Right of Withdrawal”.
The rules on lack of conformity in the Danish Sale of Goods Act apply to your purchase, which means you have certain warranties for the goods’ conformity. Read more under “8. Complains & Claims”.
The prices on the website are shown in the currency applicable to your country. Please use the 'shipping to' function in the menu if you want to change your country selection.
You can pay in the following currencies:
Outside EU orders:
Please note that the Danish 25% Sales Tax/VAT is not included in, or added to, orders sent to destinations outside EU, but these orders may be subject to local taxes and/or import duties at your own expense. All fees regarding local customs, including handling, duties and taxes, will be sent to you directly from the courier.
Prices do not include delivery charges.
We do our very best to avoid information errors, but please note that pricing errors can occur. If this happens, you will be contacted by e-mail.
We accept the following means of payment:
- Visa Electron
- American Express
For your online safety, we require that you enter your CVV security code when paying with credit card on our website. The security code is an anti-fraud security feature to help verify that you are in position of your credit card. On most credit cards you will find the three-digit security code on the back of the card, usually on the right side. If you pay with American Express, the four-digit security code is found on the front of the card on the right side.
To maintain a high level of security when shopping with us, we have also implemented the PSD2 legislation (Revised Payment Service Directive) – a two-step verification method to avoid fraud.
Once your goods leave our warehouse to be delivered, your payment will be debited on the selected payment service.
5. PLACING AN ORDER
Before submitting your order, please carefully revise your order-, payment-, delivery- and billing address information. Shortly after placing your order, you will receive an order confirmation by e-mail. Once you have submitted your order, it is not possible to cancel it. Please read “7. Return, Exchange & The Right of Withdrawal” for more information. If you made a mistake while placing your order, please contact firstname.lastname@example.org as soon as possible. In rare cases, an ordered item can be out of stock. If this happens, you will be contacted by e-mail to get the opportunity to revise or cancel your order.
An order placed on a public holiday or during the weekend will be processed on the following business day.
Among other things, we reserve the right to cancel your order, without being liable for compensation or other costs, if your payment details are incorrect or cannot be verified, if we have reason to believe that your order is placed with the purpose of committing fraud or if there is an inadvertent error on the website, such as a payment error or similar.
6. SHIPPING & DELIVERY
We deliver to most countries around the world. For more information about freight prices and our international couriers, please read here.
All orders placed before 11.00 am on a working day are usually shipped within the same day. Orders are not shipped during weekends and holidays. In busy sale periods, we do our very best to dispatch your order within 1-4 working days from the day you place your order. Once your order has been dispatched, you will receive an e-mail confirmation. On the same day, you will receive a tracking number by e-mail sent directly from the courier. STINE GOYA cannot be held liable for any delays caused by the courier or local customs.
All webshop orders are sent in sustainable STINE GOYA shipping bags made from recycled plastic. If you choose to return your order, please re-use the packaging. If not, please dispose of the packaging thoughtfully in plastic recycling bins in order for the plastic to be recycled again and again.
- SHIPPING & DELIVERY WITHIN EU
Free shipping applies to all orders above 200 EUR
On orders below 200 EUR, a 10 EUR shipping fee will be added to your order
Standard delivery time: 2-4 working days
Express option available
- SHIPPING & DELIVERY OUTSIDE EU
Free shipping applies to all orders above 200 EUR
On orders below 200 EUR, a 16 EUR shipping fee will be added to your order
Standard delivery time: 2-3 working days
Express option available
- DELIVERY TERMS
Your goods will be delivered Monday to Friday. Time of delivery depends on the country in which the delivery takes place and the courier used. For more information about our couriers etc., please click here.
Your package will be delivered to the delivery address specified in the order. We only deliver to residential addresses, business addresses and parcel shops, not to PO boxes.
Please note that the risk of loss off or damage to the goods passes to you after delivery. If the package appears to be damaged, you should refuse to receive it from the courier. If you wish to make a complaint about a lack of conformity, you are required to give us notice. Please find more information under “8. Complains & Claims”.
If you refuse to receive the package from the courier without any reason, we reserve the right to deduct a reasonable freight cost from your refund.
- SEPARATE DELIVERIES
If you have ordered multiple styles, we reserve the right to make separate deliveries. Separate deliveries may be necessary if certain styles are delayed or out of stock at the time of order. If this happens, you will be notified by e-mail as soon as possible.
7. RETURN, EXCHANGE & THE RIGHT OF WITHDRAWAL
We gladly accept returns – on both new arrivals and sale items – and offer you 14 days of return from the day you receive your package.
Returns are at your own expense.
The value of the returned items will be transferred back to the credit card used for purchase, or it can be exchanged for a gift voucher to the webshop. If you wish to return or exchange your purchase, please follow the guideline below.
How to return items:
1. Please fill out the enclosed return form and place it inside the returned package. If you can’t find the return form, you can download it here. When returning an item, you can easily reuse the bag it was sent in.
2. All items must be returned unused with price tags and in original packaging.
3. Please return your package to:
STINE GOYA A/S
c/o System Transport
Kumlehusvej 1, Port 56-58
4. Please note that the returned package must be sent directly to the address above, as we are not able to pick up your package at a parcel shop.
5. Once we have received and accepted the returned item(s), you will receive a refund within 10 working days. The refund will be transferred back to the credit card used for purchase.
6. The responsibility of the item(s) is yours until the item(s) has been delivered on the listed return address. For your own safety, please keep your postage receipt with tracking number until you have received your refund.
At the moment, we do not offer exhanges. If you need a different size or colour, please place a new order for the right one.
- THE RIGHT OF WITHDRAWAL
You have the right to regret your purchase and withdraw from it without giving any reason within 14 days.
The withdrawal period will expire 14 days after the date on which you, or a third party acting on your behalf other than the courier, acquire physical possession of the goods.
If you ordered multiple items, which were delivered separately, the withdrawal period will expire 14 days after the date on which you, or a third party acting on your behalf other than the courier, acquires physical possession of the last item.
In case you ordered an item consisting of multiple lots or pieces, which were delivered separately, the withdrawal period will expire 14 days after the date on which you, or a third party acting on your behalf other than the courier, acquires physical possession of the last lot or piece.
To exercise the right of withdrawal, you must inform us at email@example.com about your decision in an unequivocal statement. The withdrawal deadline is met if you send your notice before the withdrawal period of 14 days has expired.
8. COMPLAINTS & CLAIMS
In case you have a complaint, a missing delivery, received a faulty item or if we have delivered incorrect goods, please contact us at firstname.lastname@example.org as quickly as possible. Please include your order number, a description of the issue and images of the claim in the e-mail. Please note that defects caused by improper use, faulty maintenance or general wear are not considered claims.
In case you have received a faulty item or incorrect goods, you can choose between the following options:
Return the item(s) and receive a full refund once we have processed the return.
Return the item(s) and receive an exchange once we have processed the return, provided we can supply an equivalent.
Keep the goods and request a reduction of the purchase price.
Keep the goods, have the item repaired or cleaned by a tailor or a dry cleaner and send us the bill, which we will credit as quickly as possible.
We strive to protect your information the best way possible, which is why we have implemented security measures to ensure that our internal procedures meet our high security policy standards – for instance by using Secure Socket Layers (SSL), HTTPS and PSD2. Accordingly, we strive to protect the quality and integrity of your personal data.
12. OTHER MATTERS
- UPDATING OUR WEBSITE
We do our very best to update the website to ensure that prices, offers, descriptions, stock and other information concerning the goods are correct, but errors may occur. Although we aim for our website to be accurate in all aspects, we cannot guarantee that all products on the webshop are in stock once your order has been processed. In case of missing stock, pricing errors or other misleading information that may affect your order, we will contact you by e-mail as soon as possible and give you the opportunity to revise or cancel your order.
- PRE ORDERS
When placing a pre order on our webshop, you will be charged once your order has been processed. Your order will be dispatched as soon as we receive the pre-ordered item from our supplier. We aim to keep the expected delivery time stated in the item description, but delays in production can occur.
- FORCE MAJEURE
We are not responsible for delays or failure to meet our obligations in relation to the Terms, if the delay or the non-compliance is due to events beyond our control.
- THE COMPLETENESS OF THE CONTRACT
These Terms & Conditions constitute the complete terms of the contract between us.
If one or more of the provisions in the Terms and Conditions are declared fully or partially invalid, the remaining provisions still apply.
We are entitled to assign our rights and obligations under the contract with you to third parties. The standard of the services you receive will not be impaired by the assignment. We will notify you of such possible assignment. By accepting these conditions, you consent to any such future assignment. At the same time, you agree that from the time when we have given you notification of the assignment, your rights may be claimed only against the third party in question.
- RIGHT TO COMPLAIN
In case you wish to complain about goods purchased from us, please contact us at email@example.com. You may also submit a complaint about goods purchased from us to the Danish Dispute Resolution Institute, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark. It is also possible to submit a complaint online via www.forbrug.dk.
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. When submitting the complaint, you must state our e-mail address, firstname.lastname@example.org.
- CHOICE OF LAW & JURISDICTION
Any contracts concluded between us using these Terms and Conditions are governed by Danish law. Any dispute which may arise in connection with our contract, including its existence or validity, must be brought before a competent court in Denmark. As a consumer you may bring proceedings against us in the courts for the place where you are domiciled.