GENERAL INFORMATION

Silfen ApS
Pilestræde 4, 2.
1112 København K
E-mail: info@silfenstudio.com
Tlf. +45 20 51 89 23
CVR. 40 91 23 20

PRICES AND PAYMENT
All prices on SILFEN’s webshop is in Danish kroner, taxes included. SILFEN reserves the right to change the stated prices without prior notice.

On SILFEN’s webshop, you can pay with:
Dankort, VISA, VISA Electron, Mastercard, Maestro, JCB, American Express and MobilePay.

There’s no fee for payments on the SILFEN webshop. 

RESERVATION OF PAYMENT
If you pay with an international credit card, the amount is reserved immediately. The money is reserved on your card or account until: 

1. We withdraw the amount when we send the item, or 
2. Until the money is released according to agreement with your card issuer. 

International payment cards you can use at SILFEN:

Maestro, Mastercard, VISA, VISA/Dankort.

The amount is only withdrawn from your card, when the goods are dispatched from SILFEN’s warehouse. An amount greater than what you have approved at the time of purchase can never be deducted. 

DELIVERY
At SILFEN, we always strive to provide the best service to our customers. All orders are dispatched within 1-2 working days from placing the order. The goods are sent with GlS. Expected delivery time is therefore 1-3 working days. Orders made on a Friday after 11.00, will be sent the following weekday. If the delivery time is calculated to be longer, we will of course inform you of this as soon as possible by email. You then have the right to cancel your order. 

SHIPPING
When you shop at SILFEN, you can expect super fast shipping. In a busy everyday life, it can be a challenge to be at home when the postman delivers the package. Therefore, with GLS, you can choose to have the parcel delivered to your work or to a parcel shop near you, where you can decide for yourself, when you want to collect the package. SILFEN offers free shipping on all orders in Denmark with GLS delivery to a business address (delivery must be possible between 08.00-16.00) or a parcel shop in Denmark. 

RIGHT OF CANCELLATION
You have a 14-day right of cancellation when shopping with us. The cancellation period expires 14 days after the day you receive your item or get physical possession of the item, in the case of several different items ordered in one order and delivered individually. You must notify us within 14 days of purchase that you want to return. Notification must be given in writing, by email to info@silfenstudio.com. In your message, you must make it clear that you wish to exercise your right of cancellation. You can also choose to fill out our return note, and send it back to us. We always recommend that you fill in the return note, as this way we have all the information, and can process your return package faster. You’ll find the return note together with your invoice when you received the goods from us. You can also choose to download a standard cancellation form below.
You can’t cancel a purchase by simply refusing to receive the item. If refused, we will be deducting the expenses from the return amount. If you have sent an item in for return, you will always be sent an email when we have received the item. In the email you will receive information about the further process related with the processing of your return package.
You must send your order back to us without undue delay and no longer than 14 days after you have notified us that you wish to cancel your purchase. You must bear the direct shipping costs regarding the return of the package. When returning, you are responsible for ensuring that the item is properly packed. You bear the risk for the item until it arrives at our warehouse, there we always recommend that you send returns with tracking.

THE CONDITION OF THE ITEM WHEN YOU RETURN

You are only liable for any deterioration in the value of the goods which is due to handling other than what is necessary to determine the nature of the goods, quality and the way it works. In other words - you can try the product in the same way as if you tried it in a physical store.

If the item has been tried on in addition to what is described above, we consider it as used, which means that if you cancel the purchase, you will only get a part or none of the purchase amount back, depending on the item's commercial value.

In order to receive the full purchase amount back, you must therefore do the same as you can in a physical store. You may test the product, but not actually use it.

REFUND OF THE PURCHASE AMOUNT

If you regret your purchase, you will of course get the amount you paid us back. In the event of a decrease in value for which you are liable, this will be deducted from the purchase amount.

If you exercise your right of withdrawal, we will refund the payment received from you. The item must be sent without undue delay and in any case no later than 14 days from the date on which we received notification of your decision to cancel your purchase. We will make such a refund using the same means of payment that you used for the original transaction, unless you have expressly notified us otherwise. Regarding gifts, you can simply tell us the account number to which you want the amount transferred.

We can withhold the refund until we have received the item back, unless you have provided documentation that you have returned it before then.

If you regret your purchase, the item must be send you:

ADAX A/S
Vestre Hedevej 18
4000 Roskilde
ATT. SILFEN RETURN

You can also cancel the purchase by giving a clear message and delivering it personally to the above address.

Unfortunately, we cannot offer to adapt orders to, for example, a different colour. We therefore ask you to place a new order at silfenstudio.com.

WHAT SHOULD I SEND BACK?

Please always send a copy of your invoice so that we can see that the item was purchased from Silfen ApS. The expedition goes faster if you also fill in our return form, which is sent with the package. You can also choose to download a standard cancellation form here. Please note that we do not receive parcels sent by cash on delivery.

Goods returned to Silfen ApS must be securely wrapped. Label the package Webshop RETURN. We recommend that goods are returned with GLS and that it is sent as a parcel. In this way, the package can be tracked, and it rules out doubts as to whether a package has been returned, and the package can then be called for.

PERSONAL INFORMATION

We need the following information when you shop with us:
Name, address, phone number and email address. We register and pass on the personal data that is necessary to be able to deliver the goods to you.

No personal information registered on silfenstudio.com is at any time transferred, sold or made available to third parties. All information is stored securely. The Director and Ecommerce Manager for Silfen ApS have access to the information registered to you. In connection with electronic payment, a secure encrypted method is used through the webshop system. The webshop uses cookies. Cookies are necessary to make the webshop work and to ensure the best possible experience on SILFEN's webshop. When you use SILFEN's webshop, you accept that we use cookies. If you wish to delete cookies at a later date, this can be done via your browser settings. Read more here: indsæt link

During a purchase, we ask for your name, address, telephone number and e-mail address. This information is used exclusively for processing orders. The information is transmitted and stored electronically in unencrypted form, and stored for 5 years. The "contract" itself (the purchase agreement) is not stored at Silfen ApS in a way that makes it possible to log in later and see/change the status. In addition, we register the IP address from which a possible purchase is made. The information is normally of no use, but can be used in a possible police investigation. All fake orders are reported to the police! It is also optional to have your e-mail address added to a mailing list at Silfen ApS, so that you can regularly receive news and other information from SILFEN. This service can be added or unsubscribed at any time as you wish.

Cf. We disclose the Personal Data Act upon inquiry about registered information and on the basis of any objections, we delete them to the extent desired.

You can write to us at info@silfenstudio.com.

We also collaborate with a number of other companies that store and process data. The companies only process information on our behalf and may not use it for their own purposes. We only work with data processors in the EU or in countries that can provide your information with sufficient protection. The data controller at silfenstudio.com is Silfen ApS.

RIGHT OF COMPLAINT

The Purchase Act's defect rules may apply to goods purchases.

Silfen ApS provides a 2-year right of complaint in accordance with the Purchase Act - extensive manufacturing and material defects that are detected during normal use of the product. The right of complaint does not cover errors, damage or wear and tear, directly or indirectly caused by incorrect use, poor maintenance, violence or unauthorized intervention. Complaints about faults and defects which should be discovered by usual examination of the product must be notified to SILFEN within a reasonable time after you have discovered the defect in the product. If you complain within two months of the defect being discovered, the complaint will always be correctly. The item can subsequently be returned for repair, exchange or by agreement, possibly crediting.
In connection with a possible justified complaint, SILFEN assumes the shipping costs. Therefore, contact us at info@silfenstudio.com so that we can send a GLS package label, where the package can subsequently be handed in at a GLS package shop of your choice. Remember that the item must always be sent back in proper packaging. Please send the item together with an exact description of where and what the fault is, together with valid purchase documentation. Remember to always send the item back in proper packaging.

The item is sent to:

ADAX A/S
Vestre Hedevej 18
4000 Roskilde
ATT. SILFEN COMPLAINT

If you have sent an item in for a complaint, you will always be sent an e-mail when we have received the item. In the email, you will receive information about the further process in connection with the processing of your complaint.

Please note that we do not accept packages sent by cash on delivery or similar.

REFUND

In the case of agreed decorations, returned goods or prepaid goods that are canceled before dispatch, a full or partial refund of the purchase price must be made. Reimbursement is normally always made by bank transfer, and Silfen ApS needs your account information. This information is not sensitive and can be disclosed without further ado by e-mail or other traditional form of correspondence.

Access to complaints

If you as a consumer want to complain about your purchase, you must contact info@silfenstudio.com. If we are unable to find a solution, you can send a complaint to Nævnenes Hus, Toldboden 2, 8800 Viborg via the Complaint portal for Nævnenes Hus.

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 .

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

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

To:
Silfen ApS

Pilestræde 4, 2.
1112 København K
E-mail: info@silfenstudio.com
Tlf. +45 20 51 89 23
CVR. 40 91 23 20 

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

__________________________________________________________________________________

 

Ordered on: _______________________________ Received on: _______________________________

 

Customers name: ______________________________________________________________________

 

Customers adress:  ___________________________________________________________________

 

Customers signature: _________________________________________  Date: _________________

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

 

 

The trading conditions were last updated on 03.10.2023