Return policy

Return Instructions

You must return your order to us without undue delay and no later than 14 days after notifying us of your wish to cancel the purchase. You are responsible for covering the direct costs of returning the item. When returning, you are also responsible for ensuring the product is properly packaged. You bear the risk for the item from the time of delivery.

Items Exempt from the Right of Withdrawal

You lose your right of withdrawal if:

• You break the seal on goods that, for health protection or hygiene reasons, are not suitable for return once opened.

• You break the seal on audio or video recordings or computer software.

Condition of the Item Upon Return

You are liable for any decrease in the item’s value resulting from handling other than what is necessary to determine its nature, characteristics, and functionality.
In other words, you may try the item as you would in a physical store, but not put it to actual use.
If the item has been used beyond this, we consider it used, meaning you may receive only a partial refund—or none—depending on the item’s commercial value.

To receive a full refund, you must treat the item as you would in a store: you may inspect it but not use it.

Refund of the Purchase Amount

If you cancel your purchase, you will of course receive a full refund of the amount paid to us. Any decrease in value for which you are liable will be deducted.

If you exercise your right of withdrawal, we will refund all payments received from you, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the cheapest standard option we offer), without undue delay and no later than 14 days from the date we are informed of your decision to cancel.

The refund will be made using the same payment method used for the original transaction or via bank transfer, unless you have expressly agreed to another method.
We may withhold the refund until we have received the returned item, unless you provide proof of return beforehand.

Return Address

Copenhagen Souvenir & Gifts ApS
Østergade 11
DK-1100 Copenhagen K
Email: info@copenhagensouvenir.com

You may also return the item in person at the address above, by prior arrangement and with clear notice of cancellation.

What to Include in Your Return

Please enclose a copy of your order confirmation.
Note: We do not accept parcels sent cash on delivery (COD).

Warranty (Claims for Defects)

Copenhagen Souvenir offers a 2-year warranty under Danish sales law, covering manufacturing and material defects found under normal use.
The warranty does not cover faults or damage caused by incorrect handling, poor maintenance, violence, or unauthorized repairs.

Defects that should be discovered through ordinary inspection must be reported within a reasonable time. The item can then be returned for repair, exchange, or—in agreement—refund.
In case of a valid claim, Copenhagen Souvenir covers reasonable return shipping costs.

Complaints and Returns

For defects, missing items, or undelivered orders, please contact:

Copenhagen Souvenir
Østergade 11
DK-1100 Copenhagen K
📧 info@copenhagensouvenir.com

Returns must also be sent to this address. Note: We do not accept packages sent cash on delivery.
You may also return an item by refusing delivery or delivering it personally—by prior agreement.

Though not required, processing is faster if you include relevant information with the return (e.g. copy of the order confirmation, your bank account number for refunds, or any previous correspondence).

Legal Warranty

The rules of the Danish Sale of Goods Act apply.
When you shop at www.copenhagensouvenir.com, you have a 24-month warranty. This means you are generally entitled to have the item repaired, replaced, refunded, or receive a price reduction—depending on the situation.

Your claim must be justified, and the defect must not be the result of misuse or other damaging behavior.

Please note that the delivered item may differ slightly from the product image shown in the webshop.

When Should I Complain?

You must complain within a “reasonable time” after discovering a defect. If you complain within two months, it is always considered timely.

We Refund Reasonable Return Shipping Costs

If your claim is justified, we will naturally refund your reasonable shipping costs.

When Returning a Product, Please Include:

• A detailed description of the issue

• A copy of your order confirmation

• Note: We do not accept packages sent cash on delivery or similar

• Always return the product in proper packaging and get a receipt for shipping so we can reimburse your return costs

Refunds

In cases of agreed returns, cancellations, or prepaid orders cancelled before shipping, a full or partial refund will be issued.
Refunds are normally made by bank transfer, and we therefore require your registration and account number.
This information is not sensitive and may be sent via email or other standard communication.