Refund policy
Return Summary
- Applies to: Orders delivered to Denmark
- Return period: 30 days from the date you receive your order
- How to return: By mail
- Return shipping costs: Paid by the customer for regular returns
- Restocking fee: None
- Refund processing time: Within 7 calendar days after the returned item has been received and, where applicable, inspected
- Exchanges: We do not offer direct exchanges
We offer a 30-day return period from the date you receive your order.
This return period consists of the statutory 14-day right of withdrawal and an additional voluntary return period offered by Soft Nord Studio up to 30 days after receipt.
Statutory 14-day right of withdrawal
As a consumer, you have the right to withdraw from an online purchase within 14 days after receiving your order without giving any reason.
To exercise your right of withdrawal, you must clearly inform us within this period that you wish to withdraw from the purchase. You can do this by email at hello@softnordstudio.com.
After notifying us of your withdrawal, you have up to 14 days to return the item.
During the statutory withdrawal period, you may inspect and assess the item only to the extent necessary to establish its nature, characteristics and functioning, as you would be permitted to do in a physical store.
If you use the item beyond what is necessary for this purpose and its value is reduced as a result, we reserve the right to deduct this reduction in value from the amount to be refunded.
Additional return period from day 15 up to and including day 30
In addition to the statutory right of withdrawal, we voluntarily allow you to request a return up to 30 days after receipt.
For returns requested after the statutory 14-day withdrawal period has expired, the following conditions apply:
- the item is unused and unworn;
- the item is in its original condition;
- all original tags are still attached;
- the item is returned complete and, where applicable, in its original packaging.
We reserve the right to refuse a return under this additional voluntary return period if these conditions are not met.
These conditions do not limit your statutory rights during the first 14 days.
How to request a return
Please register your return before sending it back by emailing:
Please include your name and order number where possible so that we can process your return quickly.
You will then receive return instructions.
Returns are made by mail and should be sent to:
Soft Nord Studio
Columbusstraat 247
2561 AK The Hague
The Netherlands
Registering a return is intended to ensure correct processing and does not affect your statutory right of withdrawal.
Return shipping costs
The cost of returning an order in the case of a regular return is fully borne by the customer.
This applies both to returns made within the statutory withdrawal period and to returns made under our additional voluntary return period of up to 30 days.
Soft Nord Studio does not provide a free return label for regular returns. You are responsible for choosing and paying the carrier used to return the item.
We recommend using a tracked shipping method and keeping the proof of shipment until the return has been fully processed. Soft Nord Studio is not responsible for return shipments that are lost in transit before they reach us.
Under EU rules, the customer may be required to bear the direct cost of returning goods, provided this has been clearly communicated before purchase.
Restocking fees
Soft Nord Studio does not charge a restocking fee for accepted returns.
Original shipping costs
If you return your entire order within the statutory withdrawal period, we will also refund the original cost of our standard delivery, where applicable.
If you chose a more expensive shipping method than our standard delivery method, we are not required to refund the additional cost.
For partial returns, the original shipping costs are not refunded.
Damaged, incorrect or defective items
Please inspect your order after delivery.
If you have received an incorrect item or if an item is damaged or defective, please contact us as soon as possible at hello@softnordstudio.com with your order number and, where relevant, clear photos of the issue.
We will assess the situation and determine the appropriate solution.
If there is a defect or incorrect delivery for which Soft Nord Studio is legally responsible, the applicable legal remedy will be provided at no cost to you.
Therefore, for damaged, defective or incorrectly delivered items, always contact us before returning the item. If a return is necessary, we will provide instructions and reimburse the reasonable and necessary return shipping costs or offer an appropriate return solution.
Statutory rights in case of defects
Our 30-day return period is separate from your statutory rights if a product turns out to be defective.
Consumers in the EU have statutory conformity rights. For consumers in Denmark, this includes, among other things, a statutory two-year right to complain about defects for which the seller is responsible under applicable consumer law.
These statutory rights are not limited by this Returns & Refunds Policy.
Exceptions to the right of withdrawal
The statutory right of withdrawal does not apply in situations where the law provides an exception. This may include:
- products made to your specifications or clearly personalised;
- sealed goods that are not suitable for return for reasons of health protection or hygiene where the seal has been broken after delivery, where this statutory exception applies to the relevant product.
If you are unsure, please contact us before returning an item at hello@softnordstudio.com.
Sale items
Items purchased at a discount retain the same statutory rights during the statutory withdrawal period as other items.
If a product is expressly marked as final sale before purchase, it may be excluded from our voluntary additional return period from day 15 up to and including day 30. This does not limit the statutory 14-day right of withdrawal.
Exchanges
We do not offer direct exchanges.
If you would like a different size, colour or another item, please return the original item in accordance with this Returns & Refunds Policy and place a new order for the desired item.
Refunds and refund processing time
If you validly exercise your statutory right of withdrawal, we will refund the amounts that we are legally required to refund without undue delay and no later than 14 days after receiving your withdrawal notice.
We may withhold the refund until:
- we have received the returned items; or
- you have provided evidence that the items have been sent back,
whichever occurs first.
Once we have received the returned item, or the required proof of return where applicable, we will process the refund within 7 calendar days.
For returns that fall solely under our voluntary return period from day 15 up to and including day 30, we will process the refund within 7 calendar days after we have received and inspected the returned item.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed with you.
After we have issued the refund, the time it takes for the amount to appear in your account may depend on your bank or payment provider.
The return shipping costs you paid for a regular return are not refunded.
Contact
Do you have any questions about returns, withdrawal or refunds?
Please contact us at: