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Customer service

Introduction

These are the terms and conditions of supply for www.sandermann.net (Site). The site is operated by SANDERMANN IVS (we, us and our). We are registered company in Denmark. Our registered VAT number is 38346806, and our registered office is at Thorsgade 11, 7430 Ikast.

Your purchase of any of the products offered on this site is subject to these terms and conditions and by placing an order for any product you agree to be bound by them. You should print a copy of these terms and conditions for future reference. Use of your personal information submitted to or via the Site is governed by our Privacy and Cookies Policy.

We reserve the right to change these terms and conditions from time to time by changing them on the Site, although no such change will affect any order you have already placed with us. These terms and conditions were last updated on 9th of June 2019.

Ordering and availability

Products may be ordered by clicking on the items you wish to purchase and then following the prompts that will appear on-screen. You may check and correct any input errors in your order up until the point at which you submit your order to us by clicking the “Buy Now” button on the checkout page.

After placing an order, you will receive an email from us acknowledging that we have received your order and giving you an order reference number. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order. You do, however, acknowledge that by clicking on the “Buy Now” button, you enter into an obligation to pay for the Product(s) in the event that your order is accepted by us. Where we accept your order, we will confirm such acceptance to you by sending you an email that confirms that the Product has been dispatched (Dispatch Confirmation). The contract between you and us in relation to the Products ordered (Contract) will only be formed when we send you the Dispatch Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract.

The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.

Ordering and availability

Products may be ordered by clicking on the items you wish to purchase and then following the prompts that will appear on-screen. You may check and correct any input errors in your order up until the point at which you submit your order to us by clicking the “Buy Now” button on the checkout page.

After placing an order, you will receive an email from us acknowledging that we have received your order and giving you an order reference number. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order. You do, however, acknowledge that by clicking on the “Buy Now” button, you enter into an obligation to pay for the Product(s) in the event that your order is accepted by us. Where we accept your order, we will confirm such acceptance to you by sending you an email that confirms that the Product has been dispatched (Dispatch Confirmation). The contract between you and us in relation to the Products ordered (Contract) will only be formed when we send you the Dispatch Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract.

The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.

Ordering and availability

Products may be ordered by clicking on the items you wish to purchase and then following the prompts that will appear on-screen. You may check and correct any input errors in your order up until the point at which you submit your order to us by clicking the “Buy Now” button on the checkout page.

After placing an order, you will receive an email from us acknowledging that we have received your order and giving you an order reference number. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order. You do, however, acknowledge that by clicking on the “Buy Now” button, you enter into an obligation to pay for the Product(s) in the event that your order is accepted by us. Where we accept your order, we will confirm such acceptance to you by sending you an email that confirms that the Product has been dispatched (Dispatch Confirmation). The contract between you and us in relation to the Products ordered (Contract) will only be formed when we send you the Dispatch Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract.

The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.

Delivery

Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days after the date of the Dispatch Confirmation, unless there are exceptional circumstances.

All of our orders are dispatched within 1-2 working days and orders within Denmark will delivered within 5 working days from dispatch.

Your order will be delivered to the delivery address you specify when placing your order.

If your delivery address is geographically remote, for example certain outlying islands or other isolated locations, it is possible that we may not be able to deliver there. If that is the case, we will notify you before we accept your order. We reserve the right not to deliver to any country that is prohibited by applicable export laws. Orders cannot be delivered to PO Box or similar addresses.

Products comprised within the same order cannot be delivered to different addresses.

Deliveries take place on Monday to Friday (or other normal working week days in countries that do not follow a Western pattern of working week), excluding bank and public holidays, usually within the hours of 9am and 5pm. It is not possible to specify a precise time at which a delivery will take place. Please note that the courier may require deliveries to be signed for.

Deliveries will be made to the nearest parcel terminal or to your door.

Delivery outside Denmark

If you order Products for delivery outside Denmark, they may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

Risk & ownership

Products ordered will be at your risk from the time of delivery or collection (as the case may be). Ownership of the Products ordered will also pass to you on delivery or collection (as the case may be), provided full payment of all sums due in respect of the Products, including any delivery charges, has been received.

Price & payment

The price of Products is as quoted on the Site from time to time.

Prices include VAT (25%) but exclude delivery costs, which will be automatically added (at the cost shown) to the total amount due when you view the items in your shopping basket.

Prices and delivery costs are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

The Site contains a number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product’s correct price is less than our stated price, we will charge you the lower amount. If a Product’s correct price is higher than the price stated on the Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

Payment for all orders must be made by credit or debit card on the checkout page. We accept payment by most major credit and debit cards. We will not charge your credit or debit card until we dispatch your order.

You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.

Consumer rights

Except in relation to certain Products set out below, you may cancel a Contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after your order (in its entirety) is delivered to you.

If you cancel, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (see below).

To cancel a Contract, you must clearly inform us, preferably in writing, giving us your name, address and order reference.

You must also return the Products to us within 14 days after the day of notifying us of the cancellation, in the same condition in which you receive them (which does not interfere with your right to take any reasonable steps to examine the Products and make sure they conform to your order). You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right to deduct the cost of any deterioration, up to the price of the Product, from the refund to which you are otherwise entitled.

You will not have any right to cancel a Contract for the supply of Products that have been personalised or made to your own bespoke specifications (if we offer such options), unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered.

To return the Products, you should package the parcel securely (making sure you include a note of your name and address (enclosing any returns slip, if we have provided one) inside the parcel) and then return it to us by courier to the following address:

Sandermann IVS
Thorsgade 11
7430 Ikast
Denmark

We advise that you take out enough postal/carriage insurance to cover the value of the contents. Please save your proof of posting/dispatch and tracking information until your refund has been processed. You will be responsible for the cost and risk of returning the Products to us.

Details of the consumer rights described above, and an explanation of how to exercise them, are provided in the Dispatch Confirmation. Nothing in this section affects your legal rights.

Our refunds policy

If you cancel a Contract between us within the 14-day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case, within 14 days after the day on which we receive the Products back or, if earlier, the day on which we receive evidence that you have returned the Products to our returns address (see above). We will refund the price of the Products in full (subject to any deduction we are entitled to make due to your use of or damage to the Products), including the cost of standard delivery. However, we will not refund your cost of returning the Products to us.

We will refund any money received from you using the same method originally used by you to pay for your purchase, unless agreed otherwise.

Faulty products

If any Product you order is damaged or faulty when delivered to you, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty, you should inform us as soon as possible, preferably in writing, giving your name, address and order reference. Nothing in this section affects your legal rights.

Product information

Whilst we have taken reasonable steps to depict Products as accurately as possible through the photographs and other images featured on the Site, the detailing (such as colour, pattern and texture, etc.) you see on-screen will depend on your monitor and, as such, may not exactly reflect the actual detailing of a Product when you receive it.

Any information on the Site regarding sizing of products is included as a guide only. If you are in any doubt as to the size of any product you require, we recommend that you contact us prior to placing an order (see Contacting us).

Stock availability

It can be hard to ensure that we have good stock availability of all products when working with limited material resouces such as waste materials. Also, some goods may sell faster than we predict. If the item you have ordered is not in stock, we will do our best to get it for you as quickly as possible. If we cannot get the item we will cancel your order immediately and let you know by email.

If we can get the item, but cannot deliver it to you within our delivery policy, we will email you with the option to cancel your order.

Online dispute resolution

When consumers have a problem with a trader regarding a product or service they bought, they can settle their dispute out-of-court through the European Commission’s Online Dispute Resolution (“ODR”) procedure.

Should you have a problem with SANDERMANN products or services, you may access the ODR platform here.

Privacy & cookies policy

We may collect and process the following data about you:

  • Information that you provide by filling in forms on our site. This includes information provided at the time of creating an account, subscribing to our email offers and catalogues, placing orders or requesting further services, including your name, address, phone number, email address and credit/debit card details.
  • If you contact us, we may keep a record of that correspondence.
  • We may ask you to complete surveys that we use for research purposes, although you do not have to respond to them.
  • Details of transactions you carry out through our site and of the fulfilment of your orders.
  • Details of your visits to our site and the resources that you access.
Use of cookies

From time to time, we may collect anonymous information about your browsing behaviour on our site in order to improve our service to you. We may obtain information about your general internet usage by using a cookie file which is stored on your browser or the hard drive of your computer. Cookies contain information that is transferred to your computer’s hard drive. They help us to improve our site and to deliver a better and more personalised service. If you register with us or if you continue to use our site, you agree to our use of cookies.

We take your privacy seriously and the type of information that is collected by us and our trusted partners on our behalf is anonymous and does not include any personally identifiable information. In addition to assisting in making our site work more efficiently, cookies are used to track the patterns of behaviour of visitors to our site.

You may block cookies by activating the setting on your browser which allows you to refuse all or some cookies. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies as soon you visit our site.

We use cookies to offer you personalized advertising. You can also opt-out of this at any time by clicking here. If you choose to opt-out, a cookie will be placed on your computer to indicate that no information is to be collected by us about you, although this will not prevent ads or pop-ups on your computer by other companies. Please note that you would need to repeat this process for each browser and computer that you use. If you delete an opt-out cookie, you would need to repeat the process again to express your preference.

Personal information

The personal information which we hold will be held securely in accordance with the law. Access to customer account information is limited to staff who require immediate access to process orders. We use full login and password controls to protect the information held. Our site uses secure server software to protect your information. All information is encrypted and protected in accordance with the law.

Unfortunately, the transmission of information via the internet is however not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site. Any transmission is at your own risk.

Contacting us

Please submit any questions you have about these terms and conditions or an order you have placed or ordering in general by email to contact@sandermann.net or write to us at:

Sandermann IVS
Thorsgade 11
7430 Ikast
Denmark