The website eu.dilling.com is owned and operated by DILLING A/S – hereafter referred to as “DILLING”, “we”, or “us”.

If you have any questions, you can contact us by email: customerservice@dilling.com.

These terms and conditions apply when goods are purchased from our website.

We encourage you to read them carefully before placing an order.

We may update these terms from time to time. Therefore, you will be asked to accept the applicable version each time you shop with us.

If you do not accept the terms and conditions, you cannot place an order. The latest version is always available on our website.

All prices on the website at the time of ordering apply – and all prices include VAT and other taxes/duties. The total price – including shipping and any card payment fees – will be calculated before you complete your purchase. The total price of your order, including any shipping charges and taxes/fees if paying by credit card, will be calculated before you complete the order.

You will pay for your product(s) when you complete the order. If we are to send the product to you, we will not draw the money until we ship the product to you from our warehouse.

You can choose to pay with your Visa card, Mastercard or Apple Pay. The amount is charged when your purchase is shipped, and the reservation expires automatically. If you have any questions about the reservation, the duration hereof or other related queries, please contact your card issuer for assistance. We refer to the agreement between you and your card issuer about the use of your credit card.

You can view our available payment methods here: Payment – Delivery – Returns. You can also pay with a gift card – only one gift card can be used per order.

You must be at least 18 years old and have a valid credit card that we accept ordering goods from our website. If you are under the age of 18, you must have a legal basis for shopping with us.

Our webshop at eu.dilling.com is open 24 hours a day, but it may be closed for maintenance. Of course, we aim (as far as possible) to maintain our webshop at night.

If you place an order during weekends or on public holidays, your order will not be processed until the next working day.

We will only accept your order if your payment details are correct and if we have no reason to believe that the order will be used for illegal activities or that you do not comply with the requirements of our Terms and conditions.

Orders must be placed via our website – we do not accept telephone orders.

When are you bound by your order?

Before paying, you can customize your order and your information.

When you pay, you will be bound by your order and you will receive an order confirmation from us in an email.

Should you have made an error in your order, please contact our customer service, who can help you. If you regret your order, you have a 14-day right of withdrawal (read more about your right of withdrawal in the "Right of withdrawal" clause below).

When are we bound by your order?

We are only bound by your order once we have sent you an order confirmation. Until then, we have the option to decline your order due to printing errors, technical problems, delivery failures and similar circumstances.

Your order will be delivered to the delivery address you selected when placing your order.

- For orders above 100€, products are delivered free of charge. For orders under 100€, the delivery cost is 5€.

Please click here for more information regarding our delivery options, delivery times and shipping rates. Please also see our delivery terms here: FAQ - Delivery.

Please note that some of the delivery methods are not available for certain addresses and time intervals. Only the delivery methods that you can choose for your delivery address will be visible when you complete your order. We reserve the right to deliver to a different place than the one selected if the place of delivery you have selected is full. If so, we will deliver your order to a place of delivery selected by the carrier.

We deliver to the following countries: Germany, Denmark, Netherlands, Sweden, Finland, United Kingdom, France, Austria, Belgium, USA, Hungary, Switzerland, Norway, Luxembourg, Czech Republic, Estonia, Spain, Greece, Croatia, Ireland, Italy, Lithuania, Latvia, Poland, Portugal, Romania, Slovenia, and Slovakia.

When an order comes into our shop, the order is shipped within 1-2 business days. The normal delivery time to addresses in EU is 3-5 business days after shipping from our warehouse. Pre-order or out-of-stock items may have a longer delivery time. During peak periods such as campaigns, delivery may also take longer. Some products may be marked as “on the way to our warehouse” – expect up to 5 working days before dispatch in such cases. This will be stated on the product page.

We bear the risk of your product(s) until delivery.

In addition to the right of withdrawal period, we offer an extra 86 days to return, meaning we offer 100 days in total. You can always return products quickly and easily through our returns portal.

When packages are sent back and forth, it has a negative impact on the climate, which is already under pressure. That’s why we have chosen not to offer free returns. A return cost of €3.00 will automatically be deducted from your refund. If you have more than one order to return, each order must be packed and shipped separately to ensure a correct and effective return process.

You are responsible for any deterioration in the value of the product caused by handling other than what was necessary to determine the nature, characteristics and functioning of the product.

If the value of the product has decreased, we will deduct the reduction in value from the purchase price you paid for the product, before refunding the amount to you.

How to return

Register your return online at our return page. Fill out the reason for your return and follow the instructions. Please use the return label generated for you at the end of this return process.

Now, drop off the parcel at one of the mail shops of our logistics partners.

If you have more than one order to return, each order must be packed and shipped separately to ensure a correct and effective return process.

Remember to get a receipt when dropping off your return package at the parcel shop.

Exchange

We do not offer exchanges. Therefore, please return the product(s) and place a new order.

Register your return online via our return page.

If you are a consumer, you can withdraw from your purchase within 14 days without providing any reason.

To do this, notify us via our return portal, by email, or using the standard withdrawal form at the end of this page.

The deadline is met if you send your notice before the 14-day period expires.

If you cancel the full order within the deadline (a full return), we will refund the full delivery cost of our standard delivery method – not any additional costs resulting from your choice of another delivery option.

If you only return part of your order, delivery costs are not refunded.

We will refund you promptly – no later than 14 days after we’ve received your cancellation notice.

Refunds are made using the same payment method you used for the purchase.

Please see how to return an order in the section below called: “Returns”.

If your product is defective, or if we have delivered the wrong product to you, please contact our customer service as soon as possible. You can find our contact details at the bottom of our Terms and Conditions or in your order confirmation.

If your product is defective, or if you have received an incorrect product, you may either:

- return the product and get your money back

- return the product and get a new equivalent product (redelivery)

- keep the product and obtain a proportional reduction of the price paid

- keep the product and have the defect remedied.

In order for customer service to help you, if you have received a defective or incorrect product, please provide your order number, product number and a full description of what is wrong with the product.

In the event that you have received a defective or incorrect product that you need to return, we will bear the cost of returning the product to us at DILLING.

A complaint regarding a defective product must be made directly to us within a reasonable time after you discover such defect.
There is a deadline for complaints of 2 years, and as a consumer you must therefore submit a complaint within 2 years of delivery of the product. If you do not comply with this deadline, your right to complain will expire, unless we have provided an extended guarantee for the product.
If you wish to make a claim about one or more products, you can easily submit your claim via our claims page here.
You can read more about how to make a complaint in the "Right to complain" section under the Miscellaneous tab.

We are not be liable to you if, after the placing of your order, circumstances arise which prevent or delay our delivery of the order. Such circumstances include external circumstances beyond human control, war, mobilisation, telecommunications/customer infrastructure breakdown, external security incidents (e.g. hacker attacks, computer virus attacks or destructive behaviour by a third party), natural disasters as well as natural conditions making it impossible to process your order/your purchase, strikes, lockouts, fire, blockades, vandalism, orders by public authorities and/or rights holders, outbreaks of epidemics or pandemics, global health emergencies, and other circumstances beyond our direct control.

We will treat your personal data confidentially. The company has drawn up a privacy policy that explains how we process personal data that you provide to us in connection with your purchase and when using our website. You can find our privacy policy here: see privacy policy.

Updates to our website

We do our best to update the website and to ensure that prices, offers, descriptions and other information about the products are correct. However, spelling mistakes, errors in prices, offers, descriptions and other information about the products can occur, and sometimes we discover that the price of a product is incorrectly stated.

Assignment

We may choose to assign our agreement with you in whole or in part to (a) one of our group affiliates or (b) a third party as part of a divestment of one or more of its companies, business units, etc.

Right to complain

If there is a problem with your product, or if the product is defective, please contact our customer service.

If you are dissatisfied with our handling of your problem with a product, you can submit a complaint to Center for Klageløsning (the Danish Dispute Resolution Institute), Nævnenes Hus, Toldboden 2, DK-8800 Viborg. You can submit a complaint to Center for Klageløsning via the Complaints Portal. If you want to submit a complaint to Center for Klageløsning, you must first send your complaint to Us. It may be a good idea to send Us a written complaint so that you can document that you have complained if Center for Klageløsning asks for documentation. To make a compliant the goods or services that you wish to compliant about must have a value of minimum 1.110 DKK (app. 150 euro) and maximum 100.000 DKK (app 13.350 euro). Complaints about clothes or shoes must have a value of minimum 720 DKK (app 100 euro). Amount limit may be subject to change. You must pay a fee to the Complaints Portal to have your complaint processed.

If you are a consumer residing in another EU country, you can submit a complaint via the European Consumer Centres Network (ECC). You can find your local ECC here: Contact Your Local ECC | European Consumer Centres Network

(Complete and return this form only if you wish to exercise your right of withdrawal.)

To: DILLING A/S (CVR No.: 21871583)
Sundsvej 62
DK-7400 Herning
Denmark

I/We __________________________ hereby give notice that I/We wish to exercise my/our right of withdrawal in relation to my/our contract of sale of the following goods:

Ordered on __________________ / Received on __________________

Consumer's name:

Consumer's address:

Consumer's signature:

(Only if this form is notified on paper.)

Date: