Trollbeads Club
FAQ
Trollbeads Club
FAQ
FAQ
General information:
Trollbeads A/S
VAT: 28717024
Toldbodgade 13
1353 Copenhagen, Denmark
Phone: +45 33 93 60 93
Email: info@trollbeads.com
1. Shopping at international.trollbeads.com
Shopping at Trollbeads.dk is not considered a legally binding agreement. Put your desired items in the shopping cart on the website. You can edit your shopping cart at any time by clicking on the shopping cart icon in the top right corner of the website. Here you can also write a comment on your order. Then click 'Check out' and you will now have to fill in your information. Here you can also add a possible discount code. Then go through the delivery and payment steps by selecting your preferred payment and delivery methods. Please review your order before confirming your purchase.
You will then receive an order confirmation by email, which is an electronic receipt for your order. You will also receive emails along the way with shipping and delivery updates.
If you have problems or questions about shopping at international.trollbeads.com you are always welcome to contact our customer service at:
Tel.: +45 33 93 60 93
Email: info@trollbeads.com
2. Payments
We accept Visa, Mastercard, American Express, Paypal, Google Pay and Shop Pay.
If you wish to pay with a credit/debit card, you just have to select the one you want to pay with at checkout and enter the necessary information. No additional costs will be added to the purchase price. You can only pay with a credit card issued in the same country as your delivery address.
Payment will only be debited from your account when the physical item is dispatched, unless otherwise agreed or stated in your order.
All amounts on the website include VAT.
This website uses the following currencies for pricing: Euro (EUR)
Trollbeads uses a secure payment server that encrypts all information with SSL protocol, which means your data is secure and cannot be read by outsiders. Trollbeads' own website also uses encryption with SSL protocol.
3. Shipping & Delivery
Our average delivery time is 2-4 business days from shipment date. Shipping notifications will be sent to you along the way. Please expect delayed delivery time during the months of November and December due to an increase in number of orders in these months. However, we always strive to send out orders as quickly as we can and will always informs you about any possible delays.
All products are shipped in a protected package.
Payment will only be debited from your account when the physical item is dispatched, unless otherwise agreed or stated in your order.
All amounts on the website include VAT.
This website uses the following currencies for pricing: Euro (EUR)
Trollbeads uses a secure payment server that encrypts all information with SSL protocol, which means your data is secure and cannot be read by outsiders. Trollbeads' own website also uses encryption with SSL protocol.
3. Shipping & Delivery
Our average delivery time is 2-4 business days from shipment date. Shipping notifications will be sent to you along the way. Please expect delayed delivery time during the months of November and December due to an increase in number of orders in these months. However, we always strive to send out orders as quickly as we can and will always informs you about any possible delays.
All products are shipped in a protected package.
Please note that all packages are shipped from Denmark.
Please confirm your local custom regulations before placing your orders, to ensure that orders from Denmark are accepted. Some countries collect import fees upon delivery after declaration – kindly note that this is at your own expense. Further information on this can be obtained at your local tax office.
4. 2 year warranty
The warranty is based on the country of fulfillment, which is based on the orders delivery address. Items fulfilled and shipped from Denmark are subject to a 2-year warranty (due to Danish retailer laws) against defect and will be exchanged within this period of time. The warrantee applies to all errors in software, material and manufacturing. Complaints regarding errors and defects must be notified to Trollbeads within a reasonable time after receipt of the goods. Here the max. two months as a reasonable time, unless otherwise agreed. We will refund reasonable shipping costs.
The warrantee is waived in the event of incorrect or unusual operation of the product. Trollbeads covers the return costs to a reasonable extent. When returning, contact customer service by email info@trollbeads.com or phone +45 33 93 60 93.
5. Returns
There is a 30-day full right of return on goods purchased on the website, unless otherwise agreed or stated in your order. The 30 day period starts on the day the order is delivered to you.
Please note: Extended returns! Christmas gifts can be returned until and including January 31st 2025.
You bear any return costs yourself, unless it is a defective or incorrect item. In those cases, we will pay your (reasonable) shipping costs. You cannot cancel a purchase by refusing to receive the item without at the same time giving us clear notice of this.
Requests for cancellation off your order must be communicated to us no later than 30 days after delivery and reach us no later than 30 days after we have been informed of your use of the right of cancellation. Requests to use the right of withdrawal must be sent by email to info@trollbeds.com. In the notification, your wish to use the right of withdrawal must be clearly stated.
You are liable for the deterioration in the value of the goods due to handling other than what is necessary to determine the nature, properties and function of the goods. This means that you must try the product in the same way as if you shopped in a physical store. You may test the product, but not actually use it. If the item has been tried on beyond what is described here, it is considered used and of diminished value. This means that if you cancel the purchase, you will get a smaller part or none of the purchase amount back. It is up to Trollbeads to assess the item's condition.
Please note that you bear the risk for the item from the time the item is delivered to you. Therefore, you should pack the item securely when you return it, just as you should save a receipt with tracking number on the package. In this way, you can document that the item has been sent to us, should it disappear along the way.
If you regret your purchase, you will get the amount you paid us back. You do this within 6 days after we have received the returned item, or you have sent us documentation that the item has been returned. You must attach a copy of the order confirmation. In addition, we ask you to complete and send the return form that comes with your item.
Please note that we do not receive packages sent by cash on delivery.
Read our Refund Policy here.
6. Campaigns and offers
All offers are only valid while stocks last. Discount codes are only necessary if they are clearly displayed.
Only purchases within the promotion period qualify free gifts. Offers and free gifts cannot be added to orders placed outside the campaign period.
If items qualifying for the free gift are returned, the free gift must also be returned.
If the free gift is not returned, we reserve the right to withhold the refund until we receive the free gift back.
Please note that the discount does not appear in the basket for Outlet items and items from the Set in Stone campaign. This is due to technical limitations of the website, but you can trust that your discount will be deducted.
If you want to use our Unique bead offer (3 for 2), you must add all three unique beads in the shopping cart. One of the beads will automatically have the price deducted and be free of charge in the shopping cart.
If we run seasonal and shorter campaigns and offers, the goods in question (the free gift) must be added in the shopping cart. The provided discount code must then be entered to claim the product as a free gift or its reduced price.
7. Disclaimer
We strive to always have a well-updated website and ensure that all information regarding our products is correct. However, errors may occur and in certain cases prices may be incorrect. If we discover a price error on a product that you have purchased on our website, we will contact you as soon as possible. In these circumstances, however, we will inform you of the correct price and you can thereby decide whether you wish to buy the product at the correct price. If we are unable to contact you, we reserve the right not to approve the purchase. We reserve the right to change prices on the website with immediate effect. We reserve the right for price changes, proofreading errors and technical errors on our webshop and correct them as soon as possible.
8. Privacy & Cookie Policy
Trollbeads A/S is committed to keeping your personal information secure and confidential. We collect information about you when you use our websites, but you can be sure that this information is only used in accordance with these regulations. We do not resell personal information and do not pass on your personal information to others, they are only registered in our customer directory. You should regularly read our Privacy & Cookie Policy to ensure that you can accept any changes. Collection of information on our websites always takes place in compliance with applicable legislation. The latest web policy is from December 2010. When personal data is collected via our website, we ensure that it always happens by giving your express consent, so that you are informed about exactly what information is collected and why. The CEO and the employees of Trollbeads have access to the information registered about you.
You bear any return costs yourself, unless it is a defective or incorrect item. In those cases, we will pay your (reasonable) shipping costs. You cannot cancel a purchase by refusing to receive the item without at the same time giving us clear notice of this.
Requests for cancellation off your order must be communicated to us no later than 30 days after delivery and reach us no later than 30 days after we have been informed of your use of the right of cancellation. Requests to use the right of withdrawal must be sent by email to info@trollbeds.com. In the notification, your wish to use the right of withdrawal must be clearly stated.
You are liable for the deterioration in the value of the goods due to handling other than what is necessary to determine the nature, properties and function of the goods. This means that you must try the product in the same way as if you shopped in a physical store. You may test the product, but not actually use it. If the item has been tried on beyond what is described here, it is considered used and of diminished value. This means that if you cancel the purchase, you will get a smaller part or none of the purchase amount back. It is up to Trollbeads to assess the item's condition.
Please note that you bear the risk for the item from the time the item is delivered to you. Therefore, you should pack the item securely when you return it, just as you should save a receipt with tracking number on the package. In this way, you can document that the item has been sent to us, should it disappear along the way.
If you regret your purchase, you will get the amount you paid us back. You do this within 6 days after we have received the returned item, or you have sent us documentation that the item has been returned. You must attach a copy of the order confirmation. In addition, we ask you to complete and send the return form that comes with your item.
Please note that we do not receive packages sent by cash on delivery.
Read our Refund Policy here.
6. Campaigns and offers
All offers are only valid while stocks last. Discount codes are only necessary if they are clearly displayed.
Only purchases within the promotion period qualify free gifts. Offers and free gifts cannot be added to orders placed outside the campaign period.
If items qualifying for the free gift are returned, the free gift must also be returned.
If the free gift is not returned, we reserve the right to withhold the refund until we receive the free gift back.
Please note that the discount does not appear in the basket for Outlet items and items from the Set in Stone campaign. This is due to technical limitations of the website, but you can trust that your discount will be deducted.
If you want to use our Unique bead offer (3 for 2), you must add all three unique beads in the shopping cart. One of the beads will automatically have the price deducted and be free of charge in the shopping cart.
If we run seasonal and shorter campaigns and offers, the goods in question (the free gift) must be added in the shopping cart. The provided discount code must then be entered to claim the product as a free gift or its reduced price.
7. Disclaimer
We strive to always have a well-updated website and ensure that all information regarding our products is correct. However, errors may occur and in certain cases prices may be incorrect. If we discover a price error on a product that you have purchased on our website, we will contact you as soon as possible. In these circumstances, however, we will inform you of the correct price and you can thereby decide whether you wish to buy the product at the correct price. If we are unable to contact you, we reserve the right not to approve the purchase. We reserve the right to change prices on the website with immediate effect. We reserve the right for price changes, proofreading errors and technical errors on our webshop and correct them as soon as possible.
8. Privacy & Cookie Policy
Trollbeads A/S is committed to keeping your personal information secure and confidential. We collect information about you when you use our websites, but you can be sure that this information is only used in accordance with these regulations. We do not resell personal information and do not pass on your personal information to others, they are only registered in our customer directory. You should regularly read our Privacy & Cookie Policy to ensure that you can accept any changes. Collection of information on our websites always takes place in compliance with applicable legislation. The latest web policy is from December 2010. When personal data is collected via our website, we ensure that it always happens by giving your express consent, so that you are informed about exactly what information is collected and why. The CEO and the employees of Trollbeads have access to the information registered about you.
What we collect:
- Name
- Contact information including email address
- Demographic information such as zip code, settings and interests
- Other information relevant to customer events and / or offers
9. Complaints
As a consumer you may complain about products purchased from us via the online dispute resolution portal of the European Commission, see http://ec.europa.eu/consumers/odr. When submitting a complaint, please state our email address: info@trollbeads.com.
10. Third party applications
While visiting our website, you will notice that we use third party websites such as Facebook, Twitter, Pinterest, YouTube and Instagram to provide information about Trollbeads. Although individuals may have challenges accessing these particular websites, Trollbeads does not control or remedy the manner in which content is produced.