Grocery
Elmegade 21
2200 Copenhagen N
Denmark
VAT number: DK38681435
Email: help@grocerycopenhagen.com

Conclusion of Agreement

When you place an order on www.grocerycopenhagen.com, you will receive an order confirmation via email as an acknowledgment that we have received your order. Please note that this order confirmation does not constitute a legally binding agreement. A binding agreement between you and Grocery is only entered into once an official invoice has been issued.

Until a final and binding agreement is in place, Grocery reserves the right to cancel your order due to reasons including, but not limited to:

• Price errors

• Printing errors

• Technical issues

• Delivery failures

• Force majeure

• Stock errors
  

• Risk of Fraud

Payment

Payment can be made using the following payment methods, with restrictions applying to some regions:

• Dankort

• Visa

• Visa/Electron

• MobilePay

• Eurocard

• Mastercard

• American Express

• Apple Pay

• Google Pay

• Bancontact

• iDEAL
  

• PayPal

Upon checkout, the payment will be reserved on your account in accordance with the terms of your card until we capture or reject the payment. The amount will be deducted when the item is dispatched.

Delivery and Shipping

Depending on the value of your order, the chosen delivery method, and the shipping destination, additional shipping costs may apply. Any fees will be clearly displayed during the checkout process and included in the total price.

Before completing your purchase, you will be presented with various delivery options and estimated delivery times. We always strive to meet the specified delivery times, but unforeseen delays may occur due to circumstances beyond our control. We will keep you updated in such cases, and you can always track your shipment.

For further information, please refer to our FAQ page or contact our customer service.

All orders are shipped from Denmark, and we do not pack or ship orders on weekends or Danish public holidays. Delivery also does not take place on Sundays or other public holidays.

We reserve the right to charge an additional shipping fee for orders containing multiple items that exceed the standard dimensions of our packaging.

Grocery also reserves the right to offer free or discounted delivery in connection with campaigns for a limited period. These offers may be extended at Grocery's sole discretion. The validity of the campaigns will be communicated via emails and/or banners on www.grocerycopenhagen.com with a minimum of 24 hours' notice before expiration.

If your shipment is lost, not delivered, or does not meet your expectations, you must contact us within 72 hours of receipt. Failure to do so may affect our ability to assist you or find a solution.

Customs and VAT

Depending on the country of destination, you may be subject to local taxes and import duties upon receipt of your order. Grocery is not responsible for these costs, as import rules and tax rates vary from country to country. Unfortunately, we are unable to provide information on specific costs, as they are determined by local authorities.

Should you choose to refuse payment of the required taxes and/or duties, you have the option to request a recall of your shipment. The request for recall must be sent to help@grocerycopenhagen.com before the package reaches the delivery address.

Please note that we cannot guarantee a successful recall, as it depends on the processing time and the status of the shipment at the time of the request. In such cases, shipping costs and any additional fees arising from the cancellation will be deducted from the refunded amount.

All shipments are handled in accordance with Incoterms DAP (Delivery at Place).

Furthermore, please note that in compliance with applicable customs regulations, we are unable to mark orders as gifts.

Right of Withdrawal (Returns)

You can withdraw from your purchase without justification within 30* days. If you have purchased multiple items in one order, you can choose to withdraw the purchase of some or all items. The withdrawal period expires 30* days after the day on which you or another person chosen by you to receive the item (excluding the carrier) takes physical possession of the item.

Exceptions to the Right of Withdrawal

You may lose your right of withdrawal if you break the seal or packaging on creams, soaps, perfumes, or the tag on the clothes or it is obvious the item have been used. 

If the price of the item has been reduced (sale items), we grant a 14-day right of withdrawal.

Return of the Item and Return Costs

If you wish to withdraw your purchase, you must send the item to our return address:

Grocery
Attn: RETURN
Elmegade 21
2200 Copenhagen N
Denmark

The item must be sent without undue delay and no later than 30 days after you have received your order. The deadline is met if you return the goods before the expiry of the 30 days. If the price of the item is reduced, it must be returned within 14 days.

Items cannot be sent cash on delivery or without delivery.

You must pay for the return shipping of the item yourself.

Condition of the Item Upon Return and Packaging

You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods. You may normally examine and try on the item in the same way as you would and could in a physical store.

You must return the item in its original packaging. The packaging may be opened but must not be destroyed. If the packaging is missing or damaged, it may constitute a diminished value for which you are liable.

Furthermore, you should ensure that the item is securely wrapped when you return it. You bear the risk for the package/goods until we receive them. Therefore, please save your postal receipt and any track and trace number.

Warranty and Complaints

The Danish Sale of Goods Act (Købeloven) applies if you buy a product and there is a defect in the purchase. A defect is, for example, a material or manufacturing fault or incorrect information about what you have bought. On the other hand, ordinary wear and tear or self-inflicted damage is not a defect.

If you have purchased a product with a defect, you must contact us within a reasonable time after you discovered the error via our complaint form on www.grocerycopenhagen.com. You can find a direct link on our website. If you contact us within 2 months after discovering the error, your complaint will always be timely, provided that you file the complaint before the expiry of the two-year warranty period. In the event of transit damage, we ask you to notify us as soon as possible at help@grocerycopenhagen.com. If the complaint is justified, we will refund your reasonable and necessary shipping costs. Therefore, please save your receipt.

Appeals and Complaints Channels

A complaint about a product or service can be submitted to Nævnenes Hus, Mæglingsteamet for Forbrugerklager, Toldboden 2, 8800 Viborg, Denmark via the Complaint Portal for Nævnenes Hus. The mediation team will attempt to resolve the dispute through mediation, and if a solution cannot be found, you can bring the complaint before the Consumer Complaints Board (Forbrugerklagenævnet).

As a general rule, a prerequisite for lodging a complaint is that the product you wish to complain about must have cost at least DKK 1,110 and no more than DKK 100,000. For complaints regarding clothing and shoes, the price must generally be at least DKK 720. A fee must be paid to have the complaint processed.

The European Commission's online dispute resolution portal can also be used to submit a complaint. This is particularly relevant for consumers residing in another EU country. Complaints can be filed here: http://ec.europa.eu/odr. When submitting a complaint, you must state our email address: help@grocerycopenhagen.com.

Gift Cards

Gift cards purchased on www.grocerycopenhagen.com are valid for 3 years from the date of purchase.

If you lose your gift card, we can resend it to the original purchaser. For security reasons, gift cards can only be reissued to the email address used at the time of purchase.