Refund policy

Right of Withdrawal and Refund Policy

1. Right of Withdrawal (14 Days)

You have a 14-day right of withdrawal from the day you receive the item.

If you wish to withdraw from your purchase, you must notify us by email at:
contact@frokenlilly.dk

Please provide:

your name  
order number  
which item you wish to return  

The right of withdrawal also applies to items with defects, damage, wear, patina, or other conditions when these are clearly described on the product page.

In such cases, the customer cannot make a claim regarding conditions that were disclosed at the time of purchase.

This is in accordance with the Danish Consumer Contracts Act.

2. Return Shipping in Case of Withdrawal

In the case of a standard withdrawal:

the customer pays for return shipping  
the customer purchases the return label  
the customer chooses the shipping company (DAO, PostNord, GLS, Bring, UPS, etc.)  
the customer bears the risk for the item during return transport until it has been delivered to Frøken Lilly  

Return address:

Frøken Lilly  
Fyrrevænget 16  
3630 Jægerspris  
Denmark  

We recommend that the item is sent with tracking.

3. Condition Requirements for Returns

The item must be returned:

in the same condition as received  
properly packaged  
without additional wear, signs of use, or damage  

If the item has been handled beyond what is necessary to establish its nature, characteristics, and condition, we reserve the right to deduct any depreciation in value from the refund.

4. Return Deadline

The item must be sent back no later than 14 days after you have notified us that you wish to withdraw from the purchase.

5. Refund

Once we have received and inspected the returned item, we will refund the amount to the same payment method used for the purchase.

The refund will be processed within 3–7 business days from the date of receipt.

In the event of withdrawal, we refund:

the price of the item  

Additional delivery costs and return shipping costs are not refunded.

In case of depreciation, the refund will be reduced accordingly.

6. Uncollected Parcels

If a parcel is not collected from a pickup point and is returned to us, this will be considered a withdrawal.

In this case, the amount will be refunded minus the original shipping cost and return postage.

This applies to both Danish and international shipments.

7. Complaints (Defects or Non-Conformity)

You have a 2-year right to make a complaint in accordance with the Danish Sale of Goods Act.

The complaint right does not cover:

conditions clearly described on the product page  
normal signs of use, wear, and patina  
age-related conditions and discoloration  
damage occurring after receipt  

In the case of a justified complaint, we offer:

repair  
replacement (if possible)  
price reduction  
refund  

In case of a justified complaint:

Frøken Lilly pays for return shipping  
we will send a free return label by email  

In case of an unjustified complaint:

the customer pays for return shipping  
the customer chooses the shipping company  

8. Shipping Damage

If the item is received damaged, you must:

contact the shipping company as soon as possible  
send photos and a short description to contact@frokenlilly.dk on the same day  

We will then assist you with the further process.

Contact Information:

Frøken Lilly – www.frokenlilly.dk  
Email: contact@frokenlilly.dk