General and contact information
At Folk at home (folkathome.eu) you will find handmade products of high class and quality inspired by European folklore. Our objective is to provide our customers with the best service possible. Below you will find our conditions of purchase. If you have any questions regarding our Terms and Conditions, you are always welcome to contact us by using this form, sending an email to contact@folkathome.eu or contacting us at our address below:
Folk at home
Gyngemose Parkvej 18 1th
2860 Søborg
Denmark
Tel: +45 9955 7851
1. Handling of information
Your personal information you submit to folkathome.eu will be handled with utmost care and respect. Folk at home will only use the personal information for handling orders, during shipments and deliveries, and for secure payments. All information will be handled according to our “Privacy Policy” which can be found here.
2. Ordering
The depiction of products and prices are not a binding offer but a non-binding online catalogue. The information on the homepage is subject to change by us and may be changed without notice. We do our best to provide exhaustive information about our products. You can place your order on our homepage by adding your products of choice into the shopping cart. During the checkout process you will be asked to fill in information, which you will be able to change until you click the “Place order” button on the checkout page. By ordering on our homepage and confirming by clicking the “Place order” button, your order is an offer to us to buy the goods you have ordered on the site. We will acknowledge your order by sending you an automatically generated confirmation email, which will contain information on the products ordered, prices, shipping specifications, as well as the information filled in by you in the ordering process. Please read through this email carefully, making sure that all information is correct. In case of an error or discrepancy, please contact us immediately to make the necessary amendments to your order. To contact our customer service, email us at contact@folkathome.eu or call us +45 9955 7851. The contractual language is English.
3. Prices
The prices shown on the homepage at the time of the order are the ones that apply. All prices at Folk at home are gross prices. The total price includes the price for the products and shipping fees, where applicable. The total price is visible on the “checkout” page before confirming the order, as soon as you have chosen your country of destination.
4. Payment
Folk at home offers several payment alternatives. We accept most major payments methods, such as major credit cards.
5. Refusal of transaction
To be eligible to purchase products from us on this website and form a contract, you must:
- be at least eighteen years of age
- register using your real name, phone number, email address and payment details
- provide a shipping address that is not a PO-box or Poste restante
- use a valid credit/debit card that is acceptable to our bank partner or an alternative accepted payment method
We cannot accept your order if any of the following occurs:
- if your payment is not accepted by out applicable payment partner
- if we are unable to deliver for reasons out of our control – for instance, if a product has been discontinued by our supplier
6. Ways of delivery and availability
We offer different delivery options, depending on the country of destination. Folk at home uses different suppliers when delivering products, depending on destination and kind of product. When ordering a product, you will be informed on which delivery options are available to you. Though the expected time of delivery varies between different products, you will find the expected time of delivery next to the information about the selected product. If you have ordered several products and the time of delivery varies between the different products, you will receive all the products together. As soon as your order has been shipped, we will send a shipping confirmation by email. We cannot guarantee permanent availability of all products on the site, meaning that all orders are subject to availability. If a particular product from your order has been discontinued, we will contact you by email informing you on this matter as well as informing you on how to modify your order. Our aim is to deliver your order to you as soon as possible. However, in case of unforeseen circumstances beyond our reasonable control (this includes, adverse weather conditions, war, technical breakdowns, strikes, acts or restraints of government, in each case to the extent beyond our reasonable control) we may not be able to deliver the goods in the promised timeframe. If the failure to deliver the goods is wholly or partly caused by these circumstances, we will not be liable for the delay. We will of course do everything we can in order to make sure that your delivery is delivered at the soonest possible date.
7. Transport liability
Folk at home is responsible if the shipment is damaged or lost during transportation to the customer. If a product is returned, we strongly recommend using a trackable and insured shipping service. It is not obligatory, but we recommend using the original packaging or similar to avoid damage when returning a product to us. Many of our products are made to order, thus the delivery time can be longer. If a product is made to order, it is stated on the product page and it cannot be returned, unless damaged during transportation or has hidden damages.
If shipments with obvious damages are delivered, you are obliged to make a complaint to the transportation company immediately and to refuse the acceptance of the shipment. Please also contact our customer service (contact@folkathome.eu), so that Folk at home is able to protect its right to satisfy claims against the transportation company. Hidden damages are to be reported to Folk at home (contact@folkathome.eu) immediately after your notice, though no later than five days after receiving the shipment. Our customer service representative will then inform you of how to proceed with the complaint.
8. Undelivered package
In most countries our shipping partner will make at least two attempts at delivery before sending the parcel as a return to us. In some cases the shipment will even be stored at a service point for several days to allow the customer to pick up the parcel. In this case you will be notified by the applicable shipping company. However, if the carrier was unable to deliver the package to the recipient and the parcel is returned to us, Folk at home has the right to charge you with the amount of 50 € for the return and handling costs.
9. Complaints
If there was a problem with your shipment, please contact our customer service at contact@folkathome.eu. This includes problems such as transportation damage, defective products. If the parcel arrives in bad condition and the products inside are missing or damaged, you will also need to make a complaint to the delivering company or the applicable local delivery service. Please inspect the parcel when delivered together with the shipping company agent. Please note that we always need photographic evidence of the parcel and the damaged items sent to us by email in order to handle your complaint. If you are returning a product, after agreement with one of our customer service representatives, use the original package, including a description of the damage and clearly mark the return parcel with ‘RETURN’ and your original tracking number to avoid any unnecessary customs charges. Return the parcel to the address agreed with the customer service.
10. Return policy and right to cancel
If you are not completely satisfied with your products you can return them to us. Products made to order cannot be returned. Folk at home complies with the European Union e-Commerce Directive. As a rule, you have a cooling-off period of 14 days, without providing us with a reason. To exercise the right to cancel, you must inform us by sending us a clear statement. This can be done by post or email. It is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
If you use your right to return a product, the direct cost of returning the goods will be paid by you. Please make sure to pack the returned goods well, in order to avoid transportation damage. You need to send back the goods without delay and in any event no later than 14 days from the day on which you communicate your cancellation from this contract to us. The right to cancel does not apply, if the goods are made to the consumer’s specifications or are personalized.
When returning a product, we strongly recommend that you use a trackable shipping service when returning a product. To avoid unnecessary costs, always mark the package with the word RETURN and your original tracking number and return to the address agreed with the customer service.
We will use the same means of payment as you have used in the ordering process to issue your refund, unless you have expressly agreed otherwise with our customer service (contact@folkathome.eu). There are no additional fees as a result of this refund. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, other than what is necessary to establish the nature, characteristics and functioning of the goods.
You can always cancel your order before the shipment has been dispatched. In case of products mate to order, before the manufacturing process starts. Your cancellation must be written in form of an email covering all order details. Some restrictions may apply, if the goods are made to the consumer’s specifications or are personalized. If your order is already dispatched, you have the right to send it back according to our return policy.
11. Cancellation by us
We reserve the right to cancel the contract between us, if one of the following scenarios occurs:
- if we have insufficient stock and cannot reorder a product for delivery, e.g. the product has been discontinued by the supplier
- if we have insufficient information to deliver the goods
- if we have false information from the ordering process
12. Laws
The conditions in this contract shall be governed by and constructed to comply with the European Union e-Commerce Directive. We may change and update these Terms and Conditions at any time without prior notice. For each order, the Terms and Conditions put forth on this site at the time of the order are the ones that apply. Last updated: May 26th, 2024.
