Terms of service
Last updated: September 2026
1. Company Information
Soft Nord Studio is an online store operated by Starfish E-commerce, a company registered in the Netherlands.
The seller and contracting party for purchases made through the online store is:
Starfish E-commerce
Columbusstraat 247
2561 AK The Hague
The Netherlands
Email: hello@softnordstudio.com
Phone: +31 (0)6 23905442
Chamber of Commerce number: 70800065
VAT ID: NL001835103B45
Starfish E-commerce is registered with the Dutch Chamber of Commerce.
2. Applicability
These Terms and Conditions apply to the use of our online store and to agreements concluded through Soft Nord Studio between the customer and Starfish E-commerce.
Consumers are always entitled to mandatory statutory consumer rights. If any provision of these Terms conflicts with mandatory consumer law, the applicable statutory provision will prevail.
3. Products and Product Information
We make every effort to describe and display our products as clearly and accurately as possible, including information about materials, colour, dimensions and other relevant characteristics.
The actual appearance of colours may vary slightly depending on the screen or device used.
Product information, availability and our assortment may change. Such changes do not affect agreements that have already been concluded.
4. Orders
When you place an order, you will receive an electronic confirmation at the email address you provided.
The purchase agreement is concluded when we accept your order and send you an order confirmation by email.
We may refuse or cancel an order if we reasonably cannot fulfil it, for example if a product is unavailable, payment cannot be processed, or there is an obvious technical or pricing error.
If we cancel an order that has already been paid for, the relevant amount will be refunded using the original payment method.
Your statutory right of withdrawal and other consumer rights remain unaffected.
5. Electronic Ordering Process
To place an order, you select the desired product, add it to your shopping bag and proceed through the online checkout.
Before submitting your order, you can review the products selected, quantities, delivery information and other information entered during checkout and correct errors where necessary.
You submit your order by completing the checkout and confirming the purchase using the final order button shown during checkout.
Orders can currently be concluded in English or Danish.
Order information is stored electronically by us for order processing, administration and compliance purposes. You will receive the relevant order information and confirmation by email.
We recommend keeping your order confirmation and the applicable Terms and Conditions for your records.
6. Prices and Payment
All prices displayed to consumers include applicable VAT unless explicitly stated otherwise.
Any shipping costs and other mandatory charges will be shown before you place the final order.
The total price displayed before you place your order is the amount charged for that order, except in the case of obvious technical or pricing errors.
Available payment methods are displayed during checkout.
You are responsible for providing correct and up-to-date payment, billing and contact information.
7. Shipping and Delivery
Our separate Shipping Policy applies to shipping and delivery.
Jewellery that is in stock is processed and dispatched within 0–2 business days. Business days are Monday to Friday, excluding public holidays.
Our daily order cut-off time is 22:00 (CET/CEST), Monday to Friday.
Orders placed before 22:00 on a business day enter processing that same business day. Orders placed after 22:00, on weekends or on public holidays enter processing on the next business day.
Our jewellery is shipped from the Netherlands.
For shipments to Denmark, the estimated transit time with PostNL is normally 2–3 business days. The total estimated delivery time is therefore normally 2–5 business days.
During peak periods, such as Black Friday, Christmas and other public holidays, delivery may take longer than the estimated delivery time.
Current shipping costs and estimated delivery information will be displayed before the order is completed.
Starfish E-commerce bears the risk of loss or damage during transport until you, or a person designated by you other than the carrier, have received the order.
If no other delivery period has been agreed, delivery will take place within the period required by applicable law.
In the event of a significant delay, your statutory rights regarding late delivery apply.
8. Right of Withdrawal, Returns and Refunds
Our separate Returns & Refunds Policy applies to returns and refunds.
As a consumer, you generally have a statutory right to withdraw from an online purchase within 14 days after receiving the product, without giving any reason.
After notifying us that you are exercising your statutory right of withdrawal, you have a further 14 days to return the product.
The direct costs of a regular return are borne by the customer, as described in our Returns & Refunds Policy.
Soft Nord Studio does not charge a restocking fee for accepted returns.
Soft Nord Studio also voluntarily offers an extended return period of up to 30 days after receipt. Different conditions may apply to this additional return option than to the statutory right of withdrawal.
Your statutory rights are not limited by this voluntary return period.
For a valid statutory withdrawal, refunds will be made without undue delay and in accordance with the applicable statutory refund period.
We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first, where permitted by law.
Once the returned item has been received, or the required proof of return has been provided where applicable, we process the refund within 7 calendar days, subject always to any shorter mandatory statutory deadline.
For returns falling solely within our voluntary return period from day 15 up to and including day 30, we process the refund within 7 calendar days after we have received and inspected the returned item.
Refunds are made using the same payment method used for the original transaction, unless otherwise agreed with you.
The full rules concerning return conditions, return shipping costs, refund amounts, damaged products and refund timing are set out in our Returns & Refunds Policy.
9. Exercising the Right of Withdrawal and Cancelling an Order
During the statutory withdrawal period, you may exercise your right of withdrawal using the online withdrawal function available on our website.
The online withdrawal function allows you to provide or confirm the information required to identify you and the relevant agreement and to confirm your decision to withdraw.
After you submit and confirm a withdrawal through this function, you will receive an electronic acknowledgement of receipt without undue delay, including the content of the withdrawal and the date and time it was submitted.
You may also exercise your statutory right of withdrawal by clearly informing us of your decision by email at hello@softnordstudio.com.
You do not need to give a reason when exercising your statutory right of withdrawal.
If you request cancellation before an order has been dispatched, we will try to process your request before shipment. If the order has already been dispatched, the applicable rules regarding withdrawal and returns will continue to apply.
10. Defective, Damaged or Incorrectly Delivered Products
If you receive a damaged, defective or incorrect product, please contact us at hello@softnordstudio.com.
If there is a defect or incorrect delivery for which Starfish E-commerce is legally responsible, we will provide the applicable legal remedy at no cost to you.
This is separate from the ordinary right of return.
Consumers in Denmark are entitled to the applicable mandatory Danish consumer rights, including statutory rights relating to defects and conformity.
These rights generally include a statutory two-year complaint period for defects for which the seller is responsible under applicable consumer law.
These statutory rights are not limited by our voluntary return policy.
11. Intellectual Property
The texts, branding, logos, designs, images and other content of the online store are owned by Starfish E-commerce or are used with permission from the relevant rights holder.
This content may not be copied, modified, distributed or used commercially without permission, except where permitted by law.
12. Third-Party Services and Shopify
We may use third-party services for the operation of our online store, including services for payments, shipping, analytics and technical functionality.
The online store is hosted through Shopify. Shopify provides the technical infrastructure through which we operate the online store.
The sales agreement for products is concluded directly between you and Starfish E-commerce. Shopify is not the seller of the products offered through Soft Nord Studio.
13. Privacy
Our separate Privacy Policy applies to the processing of personal data.
When using our online store, personal data may also be processed by service providers necessary for fulfilling your order and operating the online store, including Shopify, payment providers and shipping providers.
More information is available in our Privacy Policy.
14. Complaints
If you have a complaint about a product, an order or our service, please contact us at:
Please provide sufficient information for us to assess the complaint, such as your order number and a description of the issue.
We will handle complaints as quickly as reasonably possible and will try to find an appropriate solution.
For cross-border consumer disputes within the EU, consumers may also obtain information and assistance from the European Consumer Centre in the country where they live.
15. Liability
Starfish E-commerce is liable in accordance with applicable law.
Nothing in these Terms and Conditions limits or excludes liability where such a limitation or exclusion is not permitted under applicable law.
These Terms do not limit statutory rights that you have as a consumer in relation to, among other things, delivery, conformity, defective products, withdrawal and refunds.
16. Changes to These Terms
We may amend these Terms and Conditions where necessary, for example due to changes to our online store, services or applicable laws and regulations.
The Terms and Conditions applicable at the time an agreement is concluded will generally apply to that order.
17. Governing Law
Agreements with Starfish E-commerce are governed by Dutch law, to the extent that such a choice of law is legally permitted.
If you are a consumer residing in another country to which we direct our sales activities, this choice of law does not deprive you of the protection of mandatory consumer rules that apply in your country of residence under applicable European law.
For consumers in Denmark, applicable mandatory Danish consumer rights therefore remain in force.
18. Contact
For questions about these Terms and Conditions or an order, please contact:
Soft Nord Studio / Starfish E-commerce
Email: hello@softnordstudio.com
Phone: +31 (0)6 23905442