Right of cancellation & return

Right of withdrawal

No right of withdrawal

These agreements cannot be cancelled: 
Delivery of digital content, e.g. PDF files, computer programs, apps, games, music, movies, etc., which are not delivered physically on e.g. CD or DVD, if you have previously agreed that the performance will be started and that your right of cancellation is thereby lost.

Right of withdrawal on yarn

As a consumer, you always have a 14-day right of withdrawal. We also have a 60-day extended right of return on yarn, which applies from the date of receipt. You must still be in possession of the receipt/order number. Extended right of return does not apply to items from the "SALE" category. Here, as a consumer, you have the statutory 14-day right of return.  If you have ordered several different items in one order, but they are delivered individually, the deadline runs from the day you receive the last item.

Right of withdrawal on accessories and knitting needles

The right to return accessories and knitting needles is 14 days from the date of receipt. There is no extended right of return on accessories and knitting needles.

Cancellation of part of the purchase

If you have purchased several items from us, you have the option of returning one or more items, even if they were purchased in one order. Please note that you will not get the shipping costs back if you regret part of your purchase.

Return

To return your purchase, you are encouraged to set up a return shipment through Shipmondo on our return portal. This only applies to Danish customers. Please note that shipmondo.com is your contracting party when purchasing returns. When creating a return on the return portal, please state the order number, otherwise you risk that we cannot identify you as the sender and refund the amount. Creating a return through our return portal costs DKK 29. You must bear the costs associated with returning the item yourself. Please note that we do NOT pick up parcels sent to an incorrect address and which have then been delivered to a parcel shop. Therefore, we strongly encourage you to use our return portal, so that you ensure that your returned goods arrive at the correct address.  

NOTE: We only receive packages that are sent directly to the address.

If you do not wish to use our return portal, the return package must be sent to the following address:
Shop Smuksak
Viengevej 3L
8200 Aarhus N
Remember to include your order number in the return shipment so that we can identify you and your order.

We cannot offer a direct exchange. If you want to buy other items, you must make a new order. 

Refund of the purchase amount

If you regret your purchase, you will get your money back. If the item is impaired, we deduct the amount you are liable for. 

We will refund the purchase amount received from you, including delivery costs (however, this does not apply to extra delivery costs in cases where you have chosen a different form of delivery than the cheapest form of standard delivery that we offer) no later than 14 days from the day on which we have received your notification that you want to cancel the agreement. 
We return the money to the same card you used for the purchase. We do not pay out via Mobile Pay, therefore it is always your bank account that must be checked to see that the amount has been received. Please note that we will not notify you when the purchase amount has been refunded, but you must check your bank account yourself. We can withhold payment until we have received the item, unless you send us documentation that you have returned it.

If your purchase was made with a gift card, the amount will be refunded to the same gift card. Therefore, please save your gift card number until the balance is used up. 

The condition of the item when you send it back

If the item has lost value and this is because you have used it in a way other than what was necessary to establish the nature, characteristics and way of functioning of the item, you can only get a part of the purchase amount back. The amount you can get back depends on the commercial value of the item, and in some cases it may mean you can only get back the shipping costs. 

We will contact the person concerned and inform them about this. 

We recommend that you send the item back in the original packaging.
If the original packaging is missing or damaged, this may lead to a decrease in the value of the item.

 

Right of complaint

When you shop with us as a consumer, the rules of the Purchase Act apply to the purchase of goods.
This means that you have the right to complain for 24 months. 

If your complaint is justified, this means that you can either get the item repaired, exchanged, the money back or a reduction in the price, depending on the specific situation.

If there is something missing, we ask for pictures. Just write to us what is missing and the quantity.  

You must advertise within a "reasonable time" after you have discovered the error. If you complain within two months of discovering the fault, the complaint will always be timely. 

If the complaint is justified, we will refund your (reasonable) shipping costs. The item must always be sent back in proper packaging. Also remember to get a receipt for shipping so we can reimburse you for shipping costs.  

Access to complaints

If you as a consumer want to complain about your purchase, you must contact kontakt@butiksmuksak.dk. If we do not succeed in finding a solution, you can send a complaint to Nævnenes Hus, Toldboden 2, 8800 Viborg via the Complaint portal for Nævnenes Hus. 

In order to be able to complain, the product or service that you want to complain about must have cost at least DKK 1,110 and a maximum of DKK 100,000. For complaints about clothes and shoes, however, the price must have been at least DKK 720. There is a fee to have the complaint processed.

When you shop at an e-branded webshop, you can have your case processed for free - regardless of the size of the amount. Read more here.

If you live in an EU country other than Denmark, you can complain to the EU Commission's complaints portal here - http://ec.europa.eu/odr  

 

JEWELERY ADVENT CALENDAR: CONDITIONS

Sending and withdrawing amounts

We pack and send the advent calendar continuously from September to November and collect the amount when your package is sent. If you buy other items on the same orders, they will be sent together with the advent calendar.

Right of return and exchange

The entire advent calendar can be returned within 14 days of receipt. Packaging of the contents of the advent calendar must be intact. Feel free to use our return portal. You can exchange yarn for other colors no later than 10/1/26, if the yarn and color are in our regular range. You cannot exchange for other yarn qualities and you cannot partially return the calendar, as the advent calendar is one complete product. 

STANDARD WITHDRAWAL FORM

(This form is completed and returned only if the right of withdrawal is exercised)

To:
Butik Smuksak / Butik Smuksak
Irma Pedersens gade 220
8000 Aarhus C
kontakt@butiksmuksak.dk

I hereby announce that I wish to exercise the right of withdrawal in connection with my purchase agreement for the following goods/services:

Order it:
Received it:
Consumer's name:
Consumer's address:
The consumer's signature
Date: 

(only if the content of the form is communicated on paper)