Refund policy

Return and Refund Policy – Frøken Lilly
Last updated: 22 of June 2026

  1. Right of Withdrawal (14 Days) 

When purchasing from the webshop, you generally have a 14-day right of withdrawal in accordance with the Danish Consumer Contracts Act.

The withdrawal period is calculated from the day you receive the item. If the item is delivered to a parcel shop or parcel locker, the period does not begin until the item has been collected.

You must notify us in writing within 14 days that you wish to withdraw from your purchase. You then have a further 14 days to return the item.

For customers in the EU, the withdrawal period is calculated from the day you receive the last item in your order.

How EU customers exercise the right of withdrawal / cancellation

As an EU customer, you can easily start a return request or cancellation via your customer account on . Log in, go to Orders, select the relevant order and follow the instructions.

In the case of withdrawal, both the price of the item and the original shipping costs will be refunded. Please note that this may not appear directly in the cancellation flow, but the refund will include both amounts.

You may also use the standard withdrawal form in section 12.

  1. Returns

If you withdraw from your purchase, the item must be returned to:

Frøken Lilly
Fyrrevænget 16
3630 Jægerspris
Denmark

The item must be returned:

  • in the same condition as received
  • securely packaged
  • without any additional damage or wear

You may inspect the item in the same way as you would in a physical shop, but the item must not be used in a way that reduces its value.

  1. Return Shipping

In the case of ordinary withdrawal, the following applies:

  • The customer pays the return shipping costs
  • The customer purchases the return label
  • The customer chooses the shipping company, for example GLS, PostNord, DAO, Bring or UPS
  • The customer bears the risk for the item during return transport until it has been delivered to Frøken Lilly

We recommend sending the item with tracking.

  1. Reduction in Value

If the item has been handled in a way that goes beyond what is necessary to determine its nature, characteristics and condition, a deduction may be made from the refund due to reduction in value.

  1. Refund

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

In the case of timely withdrawal, the following will be refunded:

  • the price of the item
  • the original standard delivery cost

Any additional delivery costs, such as express delivery, will not be refunded.
Return shipping costs will not be refunded.

The refund will be made as soon as possible and no later than 14 days after we have received your notice of withdrawal.

However, we may withhold the refund until we have received the item back or until you have provided documentation that the item has been sent.

  1. Partial Returns

If you have purchased several items in the same order, you may choose to return one or more items.

In that case, you will receive a refund for the purchase price of the returned items.

Delivery costs are not refunded in the case of partial returns, unless otherwise required by mandatory legislation.

  1. Uncollected Parcels

If a parcel is not collected from a parcel shop and is returned to us, the purchase amount will be refunded minus the outgoing shipping cost and return postage.

This applies to both Danish and international shipments.

  1. Complaints (Defects or Non-Conformity)

A 2-year right to complain applies in accordance with the Danish Sale of Goods Act.

The right to complain covers defects and non-conformities that were present at the time of delivery.

The right to complain does not cover:

  • conditions stated in the product description
  • ordinary wear, patina and age-related signs
  • natural variations in colour and material
  • damage occurring after receipt

In the case of a justified complaint, Frøken Lilly may offer:

  • repair
  • replacement, if possible
  • a price reduction
  • refund

In the case of a justified complaint, Frøken Lilly pays the return shipping cost and provides a return label.

In the case of an unjustified complaint, the customer pays the return shipping cost.

      9. Vintage and Antique Items

Most items at Frøken Lilly are vintage, antique or pre-owned objects.

Minor variations, patina, age-related signs, small irregularities and handcrafted variations are a natural part of these objects’ character and history.

Such conditions are not considered defects or non-conformities, but part of the item’s authenticity and charm.

We always strive to describe the condition of each item as accurately as possible and to show it clearly in the photos.

  1. Colours and Images

We strive to reproduce the colours and details of the items as accurately as possible in the photos.

However, colours may appear differently depending on screen settings, lighting conditions and device.

Minor differences between the colour shown in the image and the actual item may therefore occur and are not considered a defect or non-conformity.

  1. Shipping Damage

If the item is received damaged, you must contact Frøken Lilly as soon as possible.

Please send:

  • photos of the damage
  • photos of the packaging
  • a brief description of the issue

to:
contact@frokenlilly.dk

We will then assist with the further handling of the matter with the shipping company.

  1. Standard Withdrawal Form

(This form should only be completed if the right of withdrawal is exercised)

To:
Frøken Lilly
Fyrrevænget 16
3630 Jægerspris
Denmark
Email: contact@frokenlilly.dk

I hereby give notice that I wish to exercise the right of withdrawal in connection with my purchase agreement for the following items:

Ordered on:
Received on:

Consumer’s name: ______________________________________________

Consumer’s address: ____________________________________________

Date:____________________________________________________________

Signature (only if this form is submitted on paper)