TERMS AND CONDITIONS OF

Inquiries and Orders

On our website, you can view our jewelry and submit an inquiry about pricing, custom orders, or other requests. An inquiry is non-binding.

When you place an order, we will agree on the product’s specifications, price, payment, and expected delivery time. The agreement is binding once you have accepted our offer, unless otherwise stated in the offer.

For custom-made jewelry and alterations, materials, designs, and other specifications are agreed upon on a case-by-case basis. Changes made after an order is placed may affect the price and delivery time and must be agreed upon in writing.

Prices and Payment

Prices for individual customers are listed in Danish kroner, including VAT. Any shipping costs and other surcharges will be disclosed before you confirm your order.

The payment method and payment due date are specified in the quote or order confirmation.

For custom-made jewelry, we may, by agreement, require a deposit or full or partial prepayment. The amount will be credited toward the total price.

For regular purchases made with a debit card, the payment is generally charged upon shipment or delivery.

Delivery and Pickup

The shipping method, shipping cost, and estimated delivery time will be provided when you place your order. Items can also be picked up at the store by arrangement.

For custom-made products, the delivery time depends on the scope of the order and the availability of materials. If the delivery time changes, we will notify you.

When shipping, we are responsible for the item until it is delivered to you. If you choose a carrier on your own that we have not offered, the specific legal provisions governing such cases apply.

If your order is not delivered or is damaged during shipping, please contact us as soon as possible so we can investigate the matter and assist you. Your statutory rights apply regardless of this request.

Right of Withdrawal for Distance Sales

For distance sales of general merchandise, you generally have a 14-day right of withdrawal. This also applies to purchases made via email when the agreement is subject to the rules governing distance sales.

The time limit begins on the day you or a person you have designated receives the item. If multiple items were ordered in a single order and delivered separately, the time limit begins on the day the last item is received.

You must clearly notify us before the deadline that you wish to cancel the purchase. You can email info@heindorf.dkelleror use the standard cancellation form at the bottom of this page.

Failure to pick up the package or refusal to accept it is, in and of itself, insufficient as notice of cancellation.

The right of withdrawal also applies if a binding distance sale is picked up in-store.

For purchases made in a physical store, the right to exchange or return applies only if specifically agreed upon.

Custom-made products

The right of withdrawal does not apply to items that have been manufactured according to your individual specifications or that have been clearly personalized, such as a custom-designed piece of jewelry or a personalized engraving.

Choosing among standard options, such as standard sizes, does not in itself result in the loss of the right of withdrawal.

If an order is exempt from the right of withdrawal, we will inform you of this before the contract is concluded. The right to file a complaint remains in effect.

If you wish to cancel a special order, please contact us so we can determine whether and under what conditions cancellation is possible.

Returns

If you wish to cancel your order, you must mail or drop off the item to us no later than 14 days after you have notified us of your decision.

You are responsible for the direct costs of the return and assume the risk during the return shipment. The item must be properly packaged.

For valuable jewelry, we recommend that you contact us to arrange appropriate return shipping and ensure that the carrier's coverage matches the value of the item.

Returns should be sent to:

Mads Heindorf
Gothersgade 105, apt. th.
1123 Copenhagen K

For security reasons, please do not include words such as “smykker” or “jewelry” on the package.

Please include your name and order number or a copy of the receipt so we can identify the purchase. Items can also be dropped off in person by appointment. We do not accept packages sent cash on delivery.

Condition of the Item and Refunds

You may examine and test the item to the extent necessary to determine its nature, characteristics, and function, just as you would in a store.

You are liable for any loss in value resulting from further handling or use.

If you cancel the entire purchase, we will refund the purchase price and the original standard shipping fee. Any additional costs for a more expensive shipping method that you selected yourself will not be refunded.

We will issue a refund no later than 14 days after we receive your notice of cancellation. We may withhold the refund until we have received the item or proof that it has been returned, whichever comes first.

We will use the same payment method as was used for the purchase, unless we expressly agree otherwise. Any loss in value will be deducted from the refund.

Complaint

When you purchase goods, you have a 24-month right to file a complaint under the Sale of Goods Act. This covers defects that were present at the time of delivery or whose cause existed at the time of delivery.

Depending on the specific situation, you may be entitled to repair, replacement, a price reduction, or a refund under the provisions of the Sale of Goods Act.

Normal wear and tear, misuse, and damage occurring after delivery are generally not covered.

You must contact us within a reasonable time after you discover a defect. A complaint filed within two months of discovery is always considered timely.

Please email info@heindorf.dk with a description of the problem, including photos if possible, as well as details about your purchase. Please contact us before shipping so we can arrange the logistics.

In the event of a valid complaint, we will cover necessary and reasonable shipping costs. The item must be properly packaged.

Complaints regarding repairs and other services are handled in accordance with the rules that apply to the service in question.

Repairs and Remanufacturing

The scope of the work, price or pricing basis, and expected completion date will be agreed upon at the time of drop-off or after the jewelry has been examined.

If, during the course of our work, we discover circumstances that require significant changes or additional expenses, we will contact you to discuss how to proceed.

For the remote sale of repair services, you generally have a 14-day right of withdrawal from the date the agreement is entered into.

If you wish for the work to begin before the deadline expires, we will request your express consent. If you change your mind after the work has begun, you may be required by law to pay a proportionate amount for the work already performed.

The right of withdrawal expires upon full performance if you have expressly consented in advance to the commencement of performance and acknowledged that the right expires once the service has been fully performed.

Submitted jewelry and materials

When you bring in jewelry, precious metals, gemstones, or other valuables, we will issue a physical or digital receipt.

As a general rule, we offer storage for up to three years for finished jewelry and materials for current or future projects.

If a project is canceled, any jewelry and materials that have been submitted must, as a general rule, be picked up within six months of the cancellation.

Longer storage periods, of up to five years at a time, can be agreed upon in writing.

We will contact you if any jewelry or materials are awaiting pickup. Once the storage period has expired, further arrangements must be made. Any storage fees require a separate agreement.

Please keep your contact information up to date and pick up your belongings in a timely manner.

When picking up your order, please present your receipt. If you have lost it, we may ask to see a valid photo ID or other proof of ownership.

Our liability in the event of damage or loss is determined in accordance with applicable regulations.

Jewelry-making classes

The price, content, time, and any material costs are specified in the description or the individual agreement.

For private lessons that are an extracurricular activity on a specific date or during a specific period, the statutory 14-day right of withdrawal does not apply. The following cancellation rules apply, unless other terms are specified and agreed upon at the time of booking:

If you cancel 14 days or more before the class, 75% of the fee will be refunded.
For cancellations made between 7 and less than 14 days in advance, 50% will be refunded.
For cancellations made between 2 and less than 7 days in advance, 25% will be refunded.
No refund will be issued for cancellations made less than 2 days in advance or for no-shows.

Cancellations should be sent to info@heindorf.dk. Deadlines are calculated based on the scheduled start time.

If we cancel the class, you will receive a refund of the amount you paid. You may also choose to accept an alternative date that is offered.

Personal Information

Alchemic Artwork Symbols - Heindorf is the data controller for the personal information we process in connection with inquiries, purchases, classes, and workshop assignments.

We process your name, contact information, and relevant details about your order and payment in order to respond to inquiries, enter into and fulfill agreements, and handle delivery, complaints, and accounting.

Data processing is based on the agreement or pre-contractual measures, our legal obligations, and our legitimate interest in customer service and documentation. Newsletters are sent based on consent, which may be withdrawn.

Relevant information may be processed by our website, email, payment, and accounting service providers, and may be shared with shipping carriers when necessary for delivery. We do not sell your personal information.

When using suppliers outside the EU/EEA, any data transfers must be based on a valid legal basis for transfer in accordance with data protection regulations. You can contact us for more information about suppliers and the legal basis for transfers.

We retain information for as long as necessary for the intended purpose, including ongoing tasks, complaints, and documentation of legal claims. As a general rule, accounting records are retained for five years from the end of the fiscal year to which they relate. After that, the information is deleted unless there is a continuing legal requirement to retain it.

Under data protection regulations, you may have the right to access, rectification, erasure, restriction of processing, objection, and data portability.

Please contact us at info@heindorf.dk if you wish to exercise your rights. You may file a complaint regarding our processing of personal data with the Danish Data Protection Agency at www.datatilsynet.dk.

Right to Appeal

If you are dissatisfied with a purchase or a service, please contact us at info@heindorf.dk so we can try to find a solution.

If we are unable to reach a resolution together, and provided that your complaint meets the criteria for consideration, you may file a complaint with the Consumer Complaints Mediation Team at Nævnenes Hus, Toldboden 2, 8800 Viborg.

The complaint is filed via https://kpo.naevneneshus.dk. If the matter is not resolved through mediation, it may be referred to the Consumer Complaints Board.

Standard Cancellation Form

Please fill out and submit this form if you wish to exercise your right of withdrawal. You may also send another clear notice.

To:
Alchemic Artwork Symbols - Heindorf
Gothersgade 105, st. th.
1123 Copenhagen K
info@heindorf.dk

I/we hereby give notice that I/we wish to exercise the right of withdrawal in connection with my/our purchase agreement for the following goods or services:

Ordered it on:

Received on:

Name(s) of the consumer(s):

Consumer(s)' address:

Date:

Signature(s) of the consumer(s)
(if submitting a paper copy):