FRANCK & FISCHER General Terms and Conditions

About these terms
These are the general terms and conditions which apply to your purchase of goods from FRANCK & FISCHER’s online shop.
As well as these general terms and conditions, other important legal terms are set out in our Returns Policy. By agreeing to these general terms and conditions you also agree to the returns policy, all of which form part of a legally binding contract between us and you. You should read these general terms and conditions and the returns policy carefully before buying anything from FRANCK & FISCHER’s online shop.
We reserve the right to change the general terms and conditions and the returns policy at any time. Any changes to the general terms and conditions or the returns policy will be effective for all new orders placed after the change is published on the FRANCK & FISCHER website.

If you have any questions about the general terms and conditions or the returns policy, please contact us by email to info@franck-fischer.dk or call customer service at +45 2011 1281.

Information about FRANCK & FISCHER Online shop and the goods
By using the website (even if you don’t buy any goods) you also agree to be bound by these terms and conditions.

We try to make sure that all information on the FRANCK & FISCHER website, including descriptions of our goods, availability and listed prices, are accurate and correct at all times. If a mistake should occur, we will do our best to correct the information as soon as reasonably possible and if we think that such an error has affected your order we will inform you as soon as possible.

Security
It is your responsibility to ensure that your login details, password and all other details in relation to your account remain confidential at all times. You agree to let us know as soon as possible if you know or reasonably suspect that the security of your account is at risk.

Eligibility to order goods
You may only purchase from FRANCK & FISCHER online shop if you are aged 18 years or over. It is your responsibility that your contact information including email address and a telephone number as well as delivery address is correctly keyed in when placing order.

Placing your order
Our order acknowledgement webpage and email set out the final details of your order which you have submitted to FRANCK & FISCHER Online shop. Please take care when placing your order, as we cannot guarantee you that you can add to or amend your order after we send the Order Acknowledgement email.

Please note that the Order Acknowledgement is simply an acknowledgement that your order has been received by FRANCK & FISCHER Online shop; it does not indicate that we have accepted your order and does not form a binding contract. The order acknowledgement contains details of the goods you have ordered, the total cost of the order including delivery, and an order number.

At receipt of the Order Acknowledgement, please immediately check carefully that it is in accordance with what you have ordered and that your contact details are correct. In case there is a mistake or you wish to make any changes, please contact us immediately at info@franck-fischer.dk with information on the mistake or change.

You should print off a copy of the Order Acknowledgment email, and a copy of these general terms and conditions and the returns policy and keep them safe. You will need to refer to these details when contacting us about your order.

Order acceptance
Acceptance of your order will take place when we despatch the goods to you. Until we despatch your goods no contract will have been formed between you and us. Although we hope to be able to supply all goods ordered, we reserve the right, not to accept your order. We will in this case notify you as soon as reasonably possible.

Payment
You can pay for your goods by the credit cards specified when you place your order. We will take payment from your card at the time your order is shipped to you. We will contact you if we have any problems taking payment from the card details you provide during the order process.

Pricing
Unless otherwise stated, all prices shown at FRANCK & FISCHER Online shop are inclusive of VAT and other applicable taxes. The prices shown do not include the delivery fee, which will be added to your total order price.
Except where otherwise set out in these general terms and conditions, the price payable by you for the goods is the price given by FRANCK & FISCHER Online shop at the time you place your order.

Pricing errors
We try to ensure that all the prices on FRANCK & FISCHER Online shop are accurate, but if we discover an error in the price of the goods you have ordered, we will inform you as soon as reasonably possible. You will then be given the option of re-confirming your order at the correct price or cancelling your order. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you by email.

If you decide to cancel your order after we have informed you of a pricing error and you have already paid for the goods, we will give you a full refund as soon as reasonably possible (and in any event within thirty (30) days of cancellation).

Delivery terms and conditions

These are the terms and conditions (the “Delivery Terms”) which apply to the delivery by us to you of goods purchased by you from us online at FRANCK & FISCHER Online shop.

We reserve the right to change the Delivery Terms at any time. Any changes to the Delivery Terms will be effective for all new deliveries placed after the change is published on our website. You should check the Delivery Terms posted on the FRANCK & FISCHER website before each new delivery – they may have changed since your last visit.

We aim to deliver your order as soon as possible after you have placed your order, and in any event within 14 days of placing your order, depending on stock availability and where you live, unless otherwise agreed by you and us.

In most cases the delivery fee payable by you for your order will be that which is given by FRANCK & FISCHER Online shop at the time you place your order. The delivery fee will in most cases be calculated according to the country and/or postcode, the weight, volume, nature and value of your goods.

Deliveries are normally made by parcel service. Depending on the country delivery will be directly to your home address, or you can pick up the order from your nearest parcel depot. Alternatively you can arrange for your order to be delivered to a different work address if this is easier for you. If the delivery is to a business address, please specify if there are any restrictions in terms of the opening hours.

Track & Trace: when your parcel has been shipped you will if possible receive an email with tracking number, so that you can follow your parcel and when it will be delivered to parcel depot or working address.

When receiving the parcel, please check the condition of the product or products, and in case of fault or damage, please notify FRANCK & FISCHER customer services of the problem by email to info@franck-fischer.dk or call customer service at +45 2011 1281 as soon as possible after delivery.

Any damaged product/package must be retained for inspection at a later date. Should you dispose of any damaged product/package before we have had the opportunity to inspect it, then this could affect any claim for replacement.

Where it is established that we are responsible for damage to a delivered item, we will replace the damaged item or if we are unable to do so, we will reimburse you with the full amount you have paid for the product together with any delivery charges.

We will not accept responsibility for any items that are damaged during the delivery process to the extent that such damage is your fault.

Returns

The terms and conditions set out in this returns policy apply to all goods purchased from FRANCK & FISCHER Online shop.

Your right to cancel an order
Where you place an order through FRANCK & FISCHER online shop you can cancel your order at any time before the goods are despatched to you and we will provide a full refund of the price of the goods and any delivery and other charges which you have incurred.

Following payment of the goods (which is when the contract between us is formed), you can cancel your contract up until 14 days after the day on which you receive the goods by notifying us. This means that if you change your mind about the goods or for any other reason you decide you do not want to keep the goods, you can notify us of your decision to cancel the contract, and then return the goods to us for a refund.

Nothing within this returns policy or the general terms and conditions affects your statutory rights under law, and in particular you will always be entitled to return goods to us for a full refund if they were misdescribed, or are not of satisfactory quality or reasonably fit for their purpose and we cannot remedy the fault to your reasonable satisfaction. In such circumstances, we will refund the price of the goods in full, together with any applicable delivery charges and any reasonable costs you incur in returning the item(s) to us.

How to cancel
If you wish to cancel an order or contract, you must let us know that you have decided to cancel. You can do this by phone or in writing.

If you call us at +45 2011 1281, please have your order acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to return.

You can alternatively complete the cancellation form on our website, and send this to us by email or letter. Send letter to FRANCK & FISCHER online shop, Customer Service, Grusbakken 18, 2920 Gentofte, Denmark, or send e-mail to info@franck-fischer.dk. You must include your order number in the written notice, and clearly specify which goods you wish to return.

You cannot cancel an order or contract simply by refusing to receive the order, if you have not given us adequate notice that you want to cancel. Whether you send your cancellation notice by post, phone or online, the cancellation will take effect on the day it is sent to us. If you send cancellation notice by email, you will receive confirmation by email.

Where you cancel the contract after the goods have been delivered you agree to return the goods to us by following the procedure set out below.

Returning your goods
If the goods have been delivered to you before you decide to cancel your contract, you must return the goods to us without delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the contract.

You agree to return the goods in a resaleable condition and in undamaged packaging where possible. You are responsible for the cost of returning the goods, unless the goods are faulty or not as described, in which case we will refund any reasonable costs you incur in returning the item to us. If you are returning your goods because they are faulty or incorrect, no collection fee will be charged.

Taking reasonable care of the goods
You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned.

Refunding your money
We will refund the price you paid for the goods and the freight, and credit the refund you are due to the credit or debit card that you made payment with. If you cancel part of your order, you will receive refund according to this part as well as part of the freight. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods. If the good has been used you cannot expect to get refund of the full amount of the product. Due to hygiene considerations for the children using our products, we cannot send used products to other customers.

We will make any refunds due to you as soon as possible and in any event not later than 30 days after we have received the goods from you, or after we have seen documentation that the goods have been sent to us.

General terms relating to our relationship with you

Our Liability
Our entire liability to you under these general terms and conditions and returns policy shall not exceed the price paid for the goods you have purchased through FRANCK & FISCHER Online shop. We will not be liable to you for any loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation or for any losses that are not reasonably foreseeable by both of us at the time your order is accepted.

Events Beyond Our Reasonable Control
We will not be responsible for any delay or failure to comply with these general terms and conditions or the returns policy if the delay or failure arises from any event which is beyond our reasonable control. Such events would include (but are not limited to) fires, floods, earthquakes, storms, natural disasters, war, civil unrest, acts of terrorism or malicious damage to or destruction of our premises, equipment or goods.

Waiver
If you breach these general terms and conditions or the returns policy and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach the general terms and conditions or returns policy.

Invalidity
In the event that one or more of the terms set out in these general terms and conditions or in the returns policy is held to be invalid by a competent authority, the remaining terms shall continue to have effect and you will still be bound by them.

Privacy
Personal information, such as your contact details, that you provide to us during the order process will be kept and used by us in accordance with our Privacy Policy.

Governing Law
This agreement is governed by Danish law.

Privacy Policy

Our Privacy Commitment to our Customers

FRANCK & FISCHER (‘we’) are committed to protecting and respecting your privacy. This policy sets out why we collect data from you and how it will be processed by us. Please read the policy carefully so that you understand our views and practices and how we will treat your data. The data you give to us is confidential and is only disclosed in the circumstances noted in this policy.

By purchasing products and services from us or by browsing our website on a computer, mobile device or mobile phone application, you give your consent for this personal information to be used by us.

FRANCK & FISCHER processes your data in accordance with all applicable regulations and legislations. We ensure that we collect the information fairly and that it is kept secure.

The personal information you provide to us
You may provide us with your personal information when you:

make purchases online

enter competitions

participate in surveys

return products or file a claim

correspond with our representatives and provide information to us in writing, by phone or by email.

The information we may receive from you includes:

you or your child’s name, address, date of birth

payment address

delivery address

financial information including your credit, or debit card or other payment information

information you provide when filling in forms on our website or when corresponding with us by phone or email

purchase history of our products and services

other information you decide to share with us.

What we do with the personal information you provide to us
We may use the information you give to us in a number of different ways.

To process your order ensuring that the personal and financial information you provide is accurate, and are not being used fraudulently.

To ensure that the products and services you buy from us are delivered to the correct address. This involves working with trusted third parties and sharing with them the personal information you have provided. For example, your name, address for delivery and any delivery preferences you have outlined to us such as the time of day you wish to receive a delivery.

We may store and process the information you provide for a period of time to ensure that any allegation of fraudulent use of identity can be properly investigated in the future.

To manage returns of products or possible claims of faulty products or services, so that we ensure that these are dealt with correctly.

To collect data about the use the website so that we have information how we can improve the website to make it as user-friendly for you as possible.

When we may disclose to others the personal information you give to us

Your personal information may be disclosed to our employees and to our trusted service partners who will only process the information for the purposes above. For purpose of fast and efficient delivery of your order we may disclose your personal information to one of our partners in your country. Your privacy is important to us and we will never sell or disclose your personal information to a third party for the use of the information for other purposes than described in this policy.

FRANCK & FISCHER strives to ensure that your personal data is protected when it is sent outside the company and so we ensure that third parties keep your data confidential and ensure that there are processes in place to protect your data. Each third party is under a duty to ensure that your data is processed in accordance with the law and data privacy standards and practises.

Where your information is stored
FRANCK & FISCHER ensures that the data collected about you is kept in secure environments. This means that your data is protected from unauthorised access, disclosure, use, alteration or destruction by organisations or individuals. This is achieved by having in place appropriate technical administrative and physical safeguards.

Update your records
If you find that the personal information we have about you is inaccurate or needs updating (for instance, you may have changed your name, address etc.) then please contact us so that we can correct it.

Any Questions
If you have any questions about this policy or the personal information we have about you, please do not hesitate to contact us. FRANCK & FISCHER ApS, Grusbakken 18, DK – 2820 Gentofte, Denmark, info@franck-fischer.dk or +45 2011 1281.