Our default shipping method is Danish priority mail, as it is reliable and also the most affordable option we can offer as a company based in Denmark.
Should your goods (including packaging) be heavier than 2 kg we may split your goods into several packages. This is done to keep shipping costs as low as possible. We may, at our discretion, offer you shipping via another courier. This is usually done for heavy shipments to other EU countries, will not be more expensive than our regular shipping, and will only be done upon your accept.
You may need to pay duties or value-added taxes on your goods when they arrive in your country. This is out of our control, please check with your country’s customs office to determine what these costs will be before you purchase. These charges are usually collected by the delivering freight company and should not be confused for additional shipping charges.
If your package is returned to us for any reason we can return the cost of the items, but not shipping costs. Should you desire to have the package resent you will have to pay shipping charges again.
Refusing to pay duties or value-added taxes
Should you refuse to pay the duties or value-added taxes your customs service will destroy your package and we will not refund your money.
Right to cancel
Legally you have a right to change your mind regarding a purchase within 14 days of receiving it.
That said, when it comes to foods, food ingredients, enzymes for food, and food additives, you must not have broken the seal. The reason for this is simple: We can not guarantee the quality of food if the seal has been broken, so it would not be possible for us to sell it again. Consequently, if you want to test a product then we recommend that you purchase the smallest amount possible.
If you do decide to make use of your right to cancel then you must contact us by writing to email@example.com within 14 days of receiving the goods.
Goods damaged during transport
Do not accept obviously damaged goods from the courier, have them return the goods to us and we will handle the matter with the courier and resend your goods. If you didn’t notice that the goods were damaged when the courier delivered them, then write to us at firstname.lastname@example.org as fast as possible. Make sure to include a photograph of the packaging and the damaged items so we can file a complaint with the courier.
While we strive to make sure all our customers receive their goods in good condition mistakes can happen. Write to us at email@example.com, describe the situation and we will help you out.
The Returns Procedure
If you want to use your right to cancel to return something then please follow this procedure:
1: Notify us by writing to firstname.lastname@example.org, make sure you include the order number, what you want to return and why you want to return it.
2: Send the goods back to the address we give you, make sure that you include the invoice, packing list or a written list of the goods being returned. Include your address, phone number and a short notice stating that your are returning the goods.
3: Please note that it is your responsibility that the goods get back to us safely, so make sure that everything is packed securely. We recommend that you use a ‘signed for’ service so you will have a proof of delivery.
If you are making use of your right to cancel then the goods must reach us within 14 days from the day we accepted your return request.
4a: If the goods arrive in good condition we will refund the full purchase price. We do not refund the original shipping cost, and we do not cover the cost of shipping the goods back to us.
4b: If the goods arrive, but not in a resellable condition, then we will offer to send them back to you. You will have to pay for shipping again.