Terms and conditions

Carl Hansen & Søn Møbelfabrik A/S, CVR: 26236231
Hylkedamvej 77
5591 Gelsted

Contact:
Telephone: +45 63 13 26 72
E-mail: webshop@carlhansen.dk

These terms and conditions apply to the ordering of products by consumers from the above-mentioned companies for delivery in Europe. When placing an order at carlhansen.com, you also accept these terms and conditions.

When making a purchase at carlhansen.com, you can pay using Credit card, Visa and Mastercard.

When making a card payment, the amount will not be deducted from your card until the item is shipped. For special items produced on order, we draw payment when execution commences.

Upon placing your order, an authorization hold is placed on the chosen payment method to reserve the required amount. Once the products are dispatched from our warehouse, we proceed to debit the authorized amount. In the case of custom made-to-order products, the amount is debited when production of the item commences. If your order includes multiple products, and one or more of them are on backorder or are made-to-order items, the amount for these specific products will be debited upon their shipment from our warehouse. It's important to note that Carl Hansen & Son does not impose any credit card fees. Your receipt will be promptly delivered via email just before your order is due for delivery. If the receipt isn't received on email, you can't be sure that we have received your order.

The total price of the order, including VAT, any charges, delivery costs, etc. will appear in connection with placing your order at carlhansen.com.

Austria prices are stated in Euro incl. VAT 20%
Belgium prices are stated in Euro incl. VAT 21%
Bulgaria prices are stated in Euro incl. VAT 20%
Czech Republic prices are stated in Euro incl. VAT 21%
Denmark prices are stated in Danish kroner incl. VAT 25%
Germany prices are stated in Euro incl. VAT 19%
Estonia prices are stated in Euro incl. VAT 20%
Spain prices are stated in Euro incl. VAT 21%
Finland prices are stated in Euro incl. VAT 24%
France prices are stated in Euro incl. VAT 20%
Croatia prices are stated in Euro incl. VAT 25%
Hungary prices are stated in Euro incl. VAT 27%
Ireland prices are stated in Euro incl. VAT 23%
Italia prices are stated in Euro incl. VAT 22%
Japan prices are stated in Japanese Yen incl. VAT 10%
Lithuania prices are stated in Euro incl. VAT 21%
Luxembourg prices are stated in Euro incl. VAT 17%
Latvia prices are stated in Euro incl. VAT 21%
The Netherlands prices are stated in Euro incl. VAT
Poland prices are stated in Polish Zloty incl. VAT 23%
Portugal prices are stated in Euro incl. VAT 23%
Romania prices are stated in Euro incl. VAT 19%
Slovakia prices are stated in Euro incl. VAT 20%
Slovenia prices are stated in Euro incl. VAT 22%
Sweden prices are stated in Swedish kroner incl. VAT 25%

You have now ordered your goods and a receipt will be sent to the specified e-mail address. Please note that this receipt is not an order confirmation, but simply an acknowledgement of receipt regarding the order that has been placed.

As soon as the order has been processed by Carl Hansen & Søn, you will receive the final order confirmation stating the time of dispatch and information about the delivery method.

The final purchase agreement is only confirmed when Carl Hansen & Søn sends the order confirmation to you.

Goods ordered at carlhansen.com are delivered as standard free of charge for purchases over EUR 59 (with the exception of non-bridged islands.) 

The expected delivery times for the individual items are stated on the respective product pages. If no delivery time is stated for a product, a delivery time of up to approx. 15 weeks must normally be expected for new furniture.

Furniture:

We provide furniture delivery services through our partner LGT Logistics to ensure that your furniture is delivered with the greatest care and professionalism. We strive to ensure that deliveries take place as smoothly as possible, and our goal is to deliver your furniture quickly and in perfect condition. Carl Hansen & Søn generally delivers goods kerbside free of charge. If you require additional services in connection with the delivery, these can be selected when placing the order. The price for additional services will be stated. 

Accessories, lamps, etc.:

Our accessories, lamps and similar products are carefully packed and shipped via courier services, primarily GLS. These deliveries are sent directly to your local GLS ParcelShop for convenient and secure collection. To keep you up to date, you will receive a text message with track & trace information so you can follow the progress of your package. In addition, you will be notified when the product is ready for pick-up.

We hope this information helps you understand our delivery process. Should you have any further questions or require further assistance, our customer service is always ready to help. The expected delivery time for the individual product will always be clearly stated on the individual product page in our online store so you can plan collection accordingly. The final delivery date is confirmed by our customer service on order receipt/confirmation.

If it is necessary for Carl Hansen & Søn to postpone the expected delivery time, you will be contacted by our customer service. You will be informed if the product is not in stock or if unforeseen circumstances arise during production etc.

It is not possible to change an order that has already been placed via carlhansen.com. If you wish to change an order after it has been placed, please contact customer service as soon as possible on +45 63 13 26 72 or via webshop@carlhansen.dk to cancel your order, after which you can place a new order at carlhansen.com. If the goods have already been shipped, the purchase may be cancelled, cf. the section on ‘Right of withdrawal’.

As a consumer, you have a 14-day right of withdrawal when you make a purchase with us.

The withdrawal period expires 14 days after the day you received your item. If you have ordered several different items in the same purchase but they are to be delivered individually, the deadline runs from the day you receive the last item.

If you wish to cancel your purchase, you must notify us before the withdrawal period expires. You can send an e-mail to webshop@carlhansen.dk.

You cannot cancel the purchase by refusing to receive the item without notifying us at the same time.

Cancellation of part of the purchase
If you have purchased several items from us, you have the option of sending one or more of the items back, even if they were purchased in one order.

If you have obtained a quantity discount and then wish to cancel part of the purchase and no longer meet the conditions for obtaining the quantity discount, you will no longer be entitled to the value of the discount.

Returns
If you choose to cancel your purchase, you must return the item to Carl Hansen & Søn without undue delay and no later than 14 days from the date on which you have notified us that you want to exercise your right of withdrawal. The deadline is met if you return the item before the 14 days have passed.

You must bear the direct costs of returning the item, and you also bear the risk involved in returning the item. Return costs are expected to amount to a maximum of approximately EUR 135.

We will contact you to arrange pickup with a carrier of our choice. You will be contacted by telephone to arrange a specific pick-up time.

Refund of the purchase amount
If you wish to cancel your purchase, we will refund all payments received from you, including delivery costs (this does not apply to additional costs in cases where you have chosen a form of delivery other than the cheapest form of standard delivery that we offer). The refund will be made without undue delay and no later than 14 days from the date on which we have received notification that you wish to withdraw from the agreement.

However, you are liable for any depreciation in the value of the item due to handling of the goods other than what was necessary to determine the nature of the goods, their characteristics, and the way they work. You may therefore lose the purchase amount in whole or in part, and the amount that you can get back depends on the commercial value of the item.

The original packaging typically affects our ability to resell our products, and damaged or discarded packaging may therefore result in a depreciation in the value of the item, and thus your opportunity to get the full purchase amount back upon return. We therefore recommend that you always return the item in its original packaging.

We will refund the money using the same means of payment that you used for the purchase unless we have expressly agreed otherwise. We do not charge any fees in connection with the refund.

We may withhold payment until we have received the item or until you have submitted documentation of having returned the item, whichever is earliest.

Please return items to:
Carl Hansen & Søn Møbelfabrik
Hylkedamsvej 77-79
5591 Gelsted

We only accept packages that are sent directly to the address.

The lack of conformity rules stipulated in the Danish Sale of Goods Act may apply. In accordance with the rules stipulated in the Danish Sale of Goods Act, consumers are entitled to a 24-month warranty. For certain products, Carl Hansen & Søn provides a better warranty than is required by the Danish Sale of Goods Act. You can read more about our extended warranty policy here..

Contact us before sending the item
If your complaint is justified, it means that you can either have the item repaired, exchanged, your money back or a reduction in price, depending on the specific situation. The warranty does not cover damage or defects from normal wear and tear, etc.

If you discover a defect or lack of conformity in an item, you must contact Carl Hansen & Søn as soon as possible and within a reasonable amount time. Justified complaints lodged within a period of two months after the defect/lack of conformity was discovered will always be valid.

If you wish to complain, please contact Carl Hansen & Søn and explain what the nature of the defect or lack of conformity is. Fill in our complaint form and send it to customer service at webshop@carlhansen.dk. Please label it with the subject ‘Complaint’ and the order number. The customer must then send the defective item together with a copy of the order confirmation.

If the complaint is justified, we will refund your freight costs, within reason. The item must always be returned in proper and secure packaging. Remember to get a receipt for the freight costs so that we can refund you.  

Please return items to: 
Carl Hansen & Søn Møbelfabrik 
Hylkedamsvej 77-79
5591 Gelsted

We require the following information when you make purchases with us: Name, address, telephone number and e-mail address. 

Carl Hansen & Søn is responsible for managing your information, which will be used to complete and deliver your order.

You have the right to be informed about the information we process about you, just as you always have the right to request that the information be deleted.

The processing of your personal data also takes place in accordance with Carl Hansen & Søn’s personal data policy, which can be found here.

You can also contact us if you believe that your personal data is being processed in violation of the law. You can write to us at: webshop@carlhansen.dk

As a consumer, if you wish to complain about your purchase, please contact our customer service at webshop@carlhansen.dk. If we are unable to find a solution, you can send a complaint to:

The complaint portal at the Danish Appeals Boards Authority
Danish Appeals Boards Authority
Toldboden 2
8800 Viborg
www.naevneneshus.dk

If you reside in an EU country other than Denmark, you can complain to the European Commission’s online complaint portal here - http://ec.europa.eu/odr

The purchase of goods at Carlhansen.com is subject to Danish law. Any dispute will be settled by the Courts of Denmark.

TERMS AND CONDITIONS FOR ‘THE RELOVE PROJECT’