QUICK DELIVERY

Cost of return only 10€*

FREE SHIPPING FROM 100€*

FREE SHIPPING FROM 100€* | Cost of return only 10€* | QUICK DELIVERY

TERMS AND CONDITIONS

Sofieschnoor.com is run in Denmark by Sofie Schnoor A/S, registered with company no. DK28863179, Grusbakken 11, 2820 Gentofte, Denmark.

You can contact Sofieschnoor.com via phone at +45 70 20 93 88 and e-mail: web@sofieschnoor.com.

These terms and conditions of sales are applied to purchases of items on Sofieschnoor.com delivered to Germany, Sweden, Holland, Belgium and Ireland.

Receipt of order and order confirmation

When you have ordered an item from our web shop, you will receive a receipt per email for our receipt of your order. However, a binding legal purchase agreement has only been entered into once you have received an 'order confirmation and receipt' from us. Sofieschnoor.com therefore has the option to cancel your order due to printing errors, technical issues, delivery failure, fair-use clause and similar situations. Exhibiting items on the online store is not an offer, but an invitation to make an offer.

 

Order and payment

Sofieschnoor.com is open 24 hours a day, so you can almost always shop. However, it may happen that we close the store due to maintenance. You can only make purchases when the store is open and available.

To shop at Sofieschnoor.com you must be 18 years of age and in possession of a valid payment card, which we accept. If you have not yet reached the age of 18, you can still buy items if you have obtained your guardian's consent and / or otherwise have a legal right to enter into the purchase.

You select the items you want to buy and put them in the "shopping basket". You can correct the contents of the shopping basket right up to the time of ordering, and you can regularly check the contents and the price of the items.

Shipping charges will be calculated, immediately before you are ready to pay.

 

Order cancellation

Sofieschnoor.com may cancel an order if it is not possible to deliver the ordered item. You will be notified if such a situation should arise, just as any payment or reservation made will be returned/cancelled.

 

Shipping

Sofieschnoor.com strives to deliver the ordered items within 3-5 working days depending on destination country after we have received your order, unless otherwise agreed in the purchase process and depending on destination country. Sofieschnoor.com can use various shipping partners including GLS. The shipping cost depends on the individual order size, delivery method and supplier. This can vary from FREE to 10€.

We currently ship to the following countries:

  • Belgium
  • Germany
  • Netherlands
  • Sweden

 

Right of withdrawal

When you shop at Sofieschnoor.com, you have a 14-day right of withdrawal, where you can let us know that you regret the purchase and then return the item to us. The right of withdrawal runs from the day you received the item. If the deadline expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline is extended to the following working day.

Upon receipt, you may only handle the items in a way that allows you to determine the nature of the items, their properties and the way in which they work.

On some items there is no right of withdrawal or you may lose your right of withdrawal. The following items are exempt from the right of withdrawal: Sealed items which, for health protection or hygiene reasons, are not suitable for return when the seal is broken after delivery.

In order to exercise the right of withdrawal, you must notify us by unequivocal statement within 14 days of receipt of the item. If you want to cancel your purchase, you can use our standard cancellation form which is included in any package you receive from us. If this form is used, you do not need to inform us of your withdrawal in any other way. You can choose not to use the enclosed return form and instead exercise your right of withdrawal by contacting us by phone or email.

 

IMPORTANT

We expect you to send the items as soon as possible after you have given notice of cancellation, and you must send them back no later than 14 days after you have regretted your purchase.

If you regret the purchase, the items can be returned to us using the enclosed return label. We will charge 10€ if you choose to use our return label. For customers in the Netherlands this service is unfortunately not available at the moment thus customers from the Netherlands will have to arrange returns on their own. We will not reimburse any return charges if the label has not been used. If the return label is missing please contact us via phone at +45 70 20 93 98 or e-mail: web@sofieschnoor.com.

(Note: Packages cannot be delivered personally)

When returning, you should make sure that the items are securely packed. You are responsible for the package/items until we receive it/them. Therefore, save a receipt from the shipping company and possibly track and trace number.

If the item has lost value and it is because you have used it in a different way than what was necessary to determine the item's nature, properties and the way it works, you can only get a partial refund. The amount you can get back depends on the commercial value of the item, and in some cases it may be that you can only get your shipping costs reimbursed. Lack of original packaging can, for example, constitute an impairment of value, so to be sure to return the items in original packaging and with all tags attached.

If you choose not to use the prepaid return label (and thus bear all costs in connection with the shipment), please send the items to:

 

Sofie Schnoor A/S
Grusbakken 11
2820 Gentofte
Denmark

Please be aware we do not receive items sent pr. cash on delivery or the like.

Proof of purchase and return form

To be able to expedite your return we kindly ask you to fill in the enclosed return form as well as proof of purchase.

Fair use policy

To shop at Sofieschnoor.com you are required to:

  • not attempt to commit fraud or otherwise act with an intent to violate applicable rules.
  • not to pretend to be a consumer to shop with us if you are in fact not a consumer.
  • not exert pressure and / or threats against our staff in connection with purchases and returns or by contacting our customer service, and
  • you have an intention to keep the items you order. It does not deter you from regretting your purchase. You always have the right to the statutory right of withdrawal.

These points are our “Fair Use Policy”. Behaviors that may be considered a violation of our Fair Use Policy are, for example:

  • cheating in connection with returns, such as exchange and counterfeiting of labels and price tags and untrue allegations of missing products,
  • to pretend to be a consumer to shop with us, but then market or resell the products in their own company.
  • to purchase products for the purpose of photographing them and then returning the products in relation to the right of withdrawal or open purchase which only applies to consumers,
  • cheating in order to obtain bonus points or misuse of discount codes, and offers or encourage / contribute to false orders to receive compensation from us,
  • attempts to unduly influence or threaten our staff to obtain an extended right of return in relation to our terms of purchase or mandatory legislation, and very abnormal buying and returning behavior which shows that the customer has no intentions of keeping the ordered products.

Sofie Schnoor has the right to reject an order and is not obligated to enter into a sales agreement on the webshop. Sofie Schnoor only sells to consumers, and binding purchases are only made when you receive a final order confirmation and receipt from us.

Due to the fact that some of our customers have shown very abnormal buying behavior, Sofie Schnoor has introduced this Fair Use Policy. This means that we reject orders placed by customers where we have reasonable cause to suspect that the customer is violating our Fair Use Policy due to attempted cheating in connection with purchase or return, that the customer erroneously pretends to be a consumer to take advantage of statutory rights that apply only to consumers or otherwise that the customer does not intend to keep the products ordered. We may also reject orders placed by customers who have previously exerted unnecessary pressure or threatened our staff.

Our assessment of whether you are violating our Fair Use Policy is based on a number of non-discriminatory criteria. These criteria systematically take into account deviant behavior. An order that risks being rejected due to our Fair Use Policy can be identified by our staff or alternatively by an algorithm that reads abnormal patterns in our customers' buying and returning behavior. The algorithm takes into account and processes personal data in the form of purchase frequency and time of purchase, order composition, return history, and attempts to circumvent false identities. The final assessment of whether the order should be accepted or rejected is always decided by our staff. If your order is rejected, you will be notified via email sent to the email address you provided when ordering. Once we have announced that we have refused you to shop with us, the decision applies to you regardless of profile or email address. It is not permitted to attempt to circumvent this decision in any way, for example by acting in the name of another person.

We at Sofie Schnoor A / S, with organization number 28863179, are responsible for personal information that is handled as part of our Fair Use policy. You can read more about how we process your personal data and what rights you have in our privacy policy. The purpose of the processing of your personal data is to maintain our Fair Use Policy and our legal basis for the processing is a balance of interests. Our legitimate interest is to be able to continuously assess and act in the event of attempted fraud or offense and otherwise uphold our Fair Use Policy. When we make an assessment of whether you have violated our Fair Use Policy, we process history and current information about your purchase and return behavior for a period of one year. In some cases, however, we may process the information for a longer period of time, for example if a purchase pattern is unclear, if we suspect a long-term breach of our Fair Use Policy, or if you as a customer ask us to reconsider our assessment with older information. Information that you have been refused a purchase with us due to our Fair Use Policy may be retained for up to three years from the date you were last rejected. We strive to make as fair and accurate an assessment as possible if we have reasonable cause to suspect that you are in breach of our Fair Use Policy. You always have the right to request that we reconsider our assessment by contacting us at web@sofieschnoor.com or telephone +45 70 20 93 98.

Please note that our Fair Use Policy never prevents you from exercising your statutory right of withdrawal of 14 days. However, our Fair Use Policy may, in specific cases, prevent you from entering into an agreement with us.

Refund

When we receive a returned item, we check it and you get a refund of the amount you paid to us at the time of purchase, within 14 days.

The amount is always transferred to the same means of payment with which you paid for the purchase. For example, if you paid by card, the purchase amount is returned to the payment card you used for the purchase.

NOTE:

You may lose your purchase amount, in whole or in part. This happens if the value of the item is impaired because

  • you have actually used the item,
  • it has been damaged while you were responsible for it,
  • you have handled the product in a different way than was necessary in order for you to determine the nature of the goods, their properties and the way in which they work;
  • you are returning an item which is exempt from the right of withdrawal as a result of sealing, item type, etc.

Returns

Follow the steps below to return items from your order.

Step 1: Fill out the return form and carefully wrap the products. NOTE! When returning shoes, these must be returned in the original shoe box and it must be packed in another outer packaging. The products must be returned in their original condition and must not have been used or washed if you want to be sure of receiving a full refund. If original packaging is missing or damaged, we will impair the value in relation to the product's commercial sales value. All brands must be on the goods.

Step 2: Add the completed return form in the package, along with the items you are returning.

Step 3: The return label must be affixed to the outside of the package. We will charge you 10€ to use this return label. Remove the original package label or make sure that the barcode on it is completely covered by the return label. NOTE! If you return items that are classified as flammable goods, the symbol for flammable goods must be visible on the outside of the return package. If you do not use the enclosed return label, the responsibility for the products passes to you until they are received in our warehouse.

Step 4: Deliver the package to GLS. NOTE! Remember to ask for a receipt when you drop off the package at the parcel shop. The receipt serves as proof that the package has been sent back.

Claims – if there is something wrong with your item

Your purchase is covered by the Purchase Act, including the rules with regards to defect items. This means that you can either have a defective item repaired, exchanged, the money back or a reduction in the price, depending on the specific situation. According to the law, you have 24 months right of complaint.

It is, of course, a requirement that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damaging behavior.

You must complain within a "reasonable time" after you have discovered the defect in the item. We recommend that you complain as soon as possible and within 2 months after the error was discovered.

You can advertise by contacting us via email to web@sofieschnoor.com or telephone +45 70 20 93 98.

In order for us to assess your complaint, we must ask you the following:

  1. Send us a brief description of how the damage or defect occurred. Please note that you should contact our customer service as soon as you discover the defect.
  2. To document the defect, you must send 4-5 pictures together with the description.
  3. The defect must be clearly visible on at least one of the pictures. In addition, make sure that your photographs show the entire product, one of the front and back (for shoes, a photograph of the sole should be included).
  4. Send the pictures per e-mail to web@sofieschnoor.com. Please state which order number the item was purchased on - or enclose a copy of the order confirmation / receipt
  5. After we have received your photos, we will process your complaint as soon as possible.

In the event that you need to return item (s) in relation to a complaint case, we will send a prepaid return label to be used. If you choose not to use the prepaid return label (and thus bear all costs in connection with the shipment), please send the goods to:

Sofie Schnoor A / S
Grusbakken 11
2820 Gentofte
Denmark

(Note: Packages can not be handed in personally at this address)

Remember that the item must always be sent in proper packaging and receive a receipt for shipment. You are responsible for the package / goods until our receipt. Therefore save the receipt and possibly track and trace number.

Note! We do not accept packages sent by cash on delivery or similar.

Vouchers

We regularly offer discount vouchers as part of our marketing efforts. These vouchers are only valid for limited periods and may be subject to special conditions. The codes may be limited to use only in connection with special products, categories or brands.

When using a voucher, you must purchase for the specified minimum amount. If you buy for less than the stated minimum amount, the difference will not be refunded. Any voucher you want to use must be entered at check out before you pay for the order. You cannot get credited after the order is placed. Only 1 voucher can be used per. order.

The vouchers are not personal and can be used by the holder. The vouchers have no cash value and cannot be redeemed for cash, vouchers or the like.

In case of fraud, attempted fraud or in case of suspicion of other illegal activities in connection with the redemption of vouchers, we are entitled to cancel the voucher, to cancel the order on which the voucher was used and to block your ability to shop on Sofieschnoor.com too permanently.

Personal data

We process your personal data in accordance with the General Personal Data Regulation (GDPR), national data legislation and our privacy policy. Below you can read a short description of how, why and for how long we process your data, but we recommend you read our privacy policy where you will find detailed information regarding our processing of your personal data.

When you make a purchase on Sofieschnoor.com or contact our customer service, we process parts of your personal data in order to help you in the best possible way. We may process the following categories of personal data:

Name
Address
Email address
Phone number
Country
Payment details
IP address

The above personal data is processed together with information about which items you have purchased, this happens for various reasons. Among other things, to be able to send your order, provide customer service, process returns and refunds, as well as to be able to complete legal requirements such as bookkeeping obligations and consumer legislation. Your personal data will only be processed as long as there is a specific purpose for it.

Newsletter

When you sign up for our newsletter, you will receive Sofie Schnoor e-mails with inspiration, including offers and personal recommendations. These messages are sent through third party software. We use your purchase history and browsing data to tailor offers that are sent to you. You can always unsubscribe from these messages via the unsubscribe link which you will find at the bottom of the e-mail or by updating your account preferences on "My Sofie Schnoor".

Cookies

We use cookies. A cookie is a small piece of information of data which is stored on your computer in order to be able to follow what has happened during your visit and which recognizes your computer. A cookie is not a program and does not contain any virus.

Right of appeal

If you as a consumer want to complain about your purchase, please contact web@sofieschnoor.com on telephone +45 70 20 93 98. If we do not succeed in finding a solution, you can send a complaint to:

Nævnenes Hus
Toldboden 2
8800 Viborg
naevneneshus.dk

If you are resident in an EU country other than Denmark, you can complain to the EU Commission's online complaint portal here: http://ec.europa.eu/odr

Applicable law and venue

Purchases of items at www.sofieschnoor.com are subject to Danish law. Any dispute is decided by the ordinary Danish courts.

Access to data as well as change, update or deletion data

As a customer, you have the right to access your collected data categories (Articles 15, 16 and 17) and you can object to the registration in accordance with the relevant rules of the EU General Data Protection Regulation (GDPR). Upon relevant inquiry, we will update, change or remove personal information that we check, subject to violation of law.

We may reject requests that are unreasonably repeated, require disproportionate technical intervention (eg. development of a new system or significant modification of existing processes) or affect the personal data of other individuals. All inquiries regarding. this should be addressed directly to customer service via email web@sofieschnoor.com

The data responsible for www.Sofieschnoor.com is Sofie Schnoor A / S.