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Customer Service

Terms and Conditions

 

The following Terms and Conditions apply to all orders placed by you as a customer with CUSTOMMADE A/S (VAT no. DK25857194) hereinafter referred to as “CUSTOMMADE”, "us" or ”we”, at the CUSTOMMADE.dk website, our mobile website, or our mobile application (jointly referred to as ”CUSTOMMADE.dk”).

 By using CUSTOMMADE.dk and/or placing an order, you agree to be bound by the terms and conditions set out herein (the ”Terms”). Please make sure you have read and understood the Terms before placing your order.

 

Only persons 18 years or older who are not under guardianship may place an order.

 

The inclusion of any products or services on CUSTOMMADE.dk at any particular time does not imply or warrant that these products or services will be available at any time thereafter. We reserve the right to discontinue any product at any time.

 

We reserve the right to amend these Terms from time to time without prior notice to you. The version of the Terms that will apply to your order will be the Terms available on CUSTOMMADE.dk at the time you place your order.

 

WE DELIVER TO

At det moment we deliver to Denmark, Sweden, Norway, Finland, Germany, Great Britain, Spain, Belgium and The Netherlands. 

 

PRICES AND DELIVERY CHARGES 

The prices displayed at CUSTOMMADE.dk include statutory Value Added Tax but do not include delivery charges. If the VAT rate applicable on the date of the order is changed after the order has been made, the change will be reflected in the price of items without you being notified.

 

The delivery charge for each order will be the same, regardless of the size or weight of your order. The cost for each delivery method is clearly indicated during the check-out process. Our standard delivery fee is:

 

Denmark: 40 or 80 DKK depending on the selected carrier (1-3 working days)

Sweden: 79 SEK (2-4 working days)

Norway: 159 NOK (3-5 working days)

Finland: € 14 (2-4 working days)

Germany: € 9 (2-5 working days)

Great Britain: 8 GBP (3-5 working days)

Spain: € 8 (3-5 working days)

Belgium: € 8 (3-5 working days)

The Netherlands: € 8 (3-5 working days)

 

Our express delivery fee is:

Sweden: 149 SEK (1-2 working days)

Norway: 299 NOK (2-3 working days)

Finland: € 25 (1-2 working days)

Germany: € 22 (1-2 working days)

Great Britain: 17 GBP (1-2 working days)

Spain: € 20 (1-2 working days)

Belgium: € 20 (1-2 working days)

The Netherlands: € 20 (1-2 working days)

 

We do not offer Express Shipping to Denmark. 

 

ORDERING / CONCLUSION OF CONTRACT

You may place your orders using CUSTOMMADE.dk. Once you have placed your order, you will receive an email confirmation. If for any reason we are unable to fulfill your order, we will let you know at the earliest opportunity.

 

DELIVERY

CUSTOMMADE exercises the utmost diligence in accepting and processing orders and will endeavour to deliver your products to the residential or business address selected by you in Denmark, Sweden, Norway, Finland, Germany, Spain, Great Britain, Belgium and the Netherlands and in accordance with your selected delivery option. Unfortunately we are unable to deliver to addresses in Åland at this time, or to any other country besides those stated above.

 

We endeavours to dispatch orders as fast as possible and in the order in which they are placed. We aim to deliver within 3 to 5 working days (for standard deliveries) following confirmation of an order, unless otherwise agreed. Though we aim to deliver within the communicated time frame, delivery may take longer due to unexpected events. In the unlikely event the delivery time exceeds 30 days, you may cancel your order.

 

Before you place your order, you will be informed of the expected delivery details. Once you have placed your order, you will receive an email confirmation with your expected delivery details.

 

If your order does not arrive by the scheduled date, please contact Customer Service via telephone at +45 35 82 30 00 (calls rates may vary, please check with your provider), or via email customerservice@custommade.dk.

 

RIGHT OG WITHDRAWAL

You have the right to withdraw from the purchase agreement from the day you place the order until 14 days after receipt of the ordered products. You may exercise your right of withdrawal without stating any reasons by sending us a notification by mail or e-mail, please use the withdrawal form attached to your order confirmation.

 

Please note that you may not exercise your right of withdrawal by refusing to receive the product or by not collecting your product from the carrier.  

 

Please send the notification to customerservice@custommade.dk or to the following address:

 

Custommade A/S

Attn. Withdrawal

Esplanaden 8C, 4 Sal

1263 Copenhagen K

Denmark

 

To avoid delays and errors, we ask that you include the order number in the notification. 

 

NOTICE: The right of withdrawal does not apply to (i) products made/personalized to your specifications, and (ii) products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by you after delivery, e.g. underwear and socks.

 

You must send back the product to the same address, without undue delay and in any event no later than 14 days from the day on which you communicated your decision to withdraw from the purchase agreement. We may ask for documentation showing, that the product(s) have been shipped before the expiry of the deadline.

 

If you return the product by delivery it must be properly packaged. Further, we ask that you use the return label provided by us.

 

NOTICE: You are responsible for any incurred damages during the transportation of the product unless the product was mistakenly delivered to you or if the product was already damaged when it was delivered to you. You shall bear the cost of returning the product. It is not possible to determine the cost for returning the product in advance as this depends on the weight of the package and choice of transportation etc. However, it is likely that it will cost the same as what you paid us to have it delivered or more (provided that delivery has not been free of charge).

 

Or you can simply choose just to return the order free of charge using the enclosed pre-paid return label in which case you do not need to submit the withdrawal form. We offer you a 14 days free return service. Please make sure to enclose the return note with the returned order.

 

Returned products should be in good, unwashed, unworn and undamaged condition and the hangtag intact and attached to the product. You are liable for any diminished value of the product resulting from the handling of the product beyond what is necessary to establish the nature, characteristics and functioning of the product.

 

All payments will be reimbursed without undue delay and in any event no later than 14 days from the day on which you have notified us on your decision to withdraw from your purchase. However, we reserve the right to withhold payments until we have received the product for inspection or until you have proven that the product is returned.

 

If you withdraw from your purchase order in accordance with these conditions we will refund the purchase price together with the original delivery costs (not including extra delivery costs which are the result of your choice of a delivery option which is more expensive than standard delivery). However, any diminished value will be deducted. Unless you have stated otherwise we will reimburse you by using the same means of payment which you used for the initial transaction.

 

If you wish to know more about your right to withdrawal, we recommend that you visit the official website of the Danish Competition and Consumer Authority. You may also choose to contact the national consumer authority in the country where delivery is made.

 

COMPLAINTS

In addition to your right of withdrawal, you may be covered by a statutory guarantee of conformity for goods in case of defects, delayed delivery and/or products that do not fit the purchase order, as provided in the Danish Sales of Goods Act (“Købeloven”) or similar legislation in the country where delivery is made.

 

If you want to exercise your warranty, or if you otherwise wish to complain about your purchase you have several options:

You can write an e-mail to us at the following address: customerservice@custommade.dk.

You can file a complaint with the Danish Competition and Consumer Authority Center for Complaint Resolution, Carl Jacobsen Vej 35, DK-2500 Valby, Denmark. You can complain to the Center for Complaint Resolution through their website at http://www.forbrug.dk (danish).

You can use the Commission's online complaint portal for the filing of a complaint. This is particularly relevant if you are a consumer residing in another EU country. Complaints submitted here - http://ec.europa.eu/odr. During filing of a complaint you must specify our e-mail address customerservice@custommade.dk.

 

PAYMENTS METHODS

You can pay for your goods in various ways. 

 

Payment before delivery:

 

You can enter your payment details at the time you place your order using one of the offered payment methods. The applicable amount will immediately be reserved on your card but will not be debited until the products are dispatched.

 

CUSTOMMADE reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.

 

We accept the following payment methods:

Visa, Visa Dankort, Mastercard, Direct Banking, Danske Netbetaling, BankAxcess, Maestro, Eurocard.

 

COLOURS

We make all reasonable efforts to accurately display the attributes of our products, including composition and colours. The colour you see will depend on your computer system, and we cannot guarantee that your computer will accurately display such colours.

 

SEVERANCE

If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other Terms shall continue to apply.

 

INTELLECTUAL PROPERTY

All intellectual property rights, such as trademarks and copyrights at CUSTOMMADE.dk remain with CUSTOMMADE or its licensors. Any use of CUSTOMMADE.dk or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of CUSTOMMADE.

 

PERSONAL DATA AND COOKIES

We collect, process and store data in accordance with the Danish Data Protection Act and the Danish Statutory Order on Cookies. If you would like more information concerning the data which we collect and the way it is handled you may read more about our privacy policy by clicking on this link: [insert link].

 

CHOISE OF LAW

These terms and conditions and any purchase agreement between you and CUSTOMMADE is governed by Danish law, except for rules on choice of law and CISG.

 

COMPANY INFORMATION

CUSTOMMADE A/S

Esplanaden 8C, 4. Floor

1263 Copenhagen K

Denmark





VAT no: DK25857194 -
 Registered in Denmark. 


 

Customer Service 
Email: customerservice@custommade.dk

Phone: +45 35 82 30 00 (Call rates may vary, please check with your provider)