Refund policy

30-day returns

At Theo & Sally, you have 30 days to notify us of a return. We extend your statutory 14-day right of withdrawal to 30 days. The other conditions below also apply during the extended period. The period starts on the day you, or a person you have designated, receive the goods. If goods from the same order arrive in several deliveries, the period starts when the last item is received. If the deadline falls on a Saturday, public holiday, Danish Constitution Day, Christmas Eve or New Year's Eve, it is extended to the next working day.

Before the deadline, you must clearly notify us that you wish to withdraw. Email info@theoandsally.dk or write to Theo & Sally, Lærkevej 11, 4300 Holbæk, Denmark. Please include your order number and the items you wish to return. You may use the form below, but this is optional. You do not need to give a reason.

Withdraw from your purchase – open your orders. Sign in using the email address used for your purchase and the code emailed to you. Select the order and the items concerned and confirm your cancellation or return request. You will receive confirmation by email.

You do not need to wait for our approval to exercise your statutory right of withdrawal. A rejected or expired system request does not limit your rights; contact us by email. You can also withdraw by email or letter as described above.

How to return goods

Send the goods back within 14 days of notifying us of your withdrawal. The return address is:

Theo & Sally
Lærkevej 11
4300 Holbæk
Denmark

You pay the direct cost of returning goods when withdrawing. We do not charge administration or restocking fees. Choose delivery to the address; we do not accept cash-on-delivery parcels. Pack the goods securely and keep proof of dispatch. Original packaging is recommended for protection, but is not a general condition for withdrawal.

Please contact us before dispatch if you would like help with a return label or an alternative return address. A supplier's alternative address is only an option by agreement with you; you can always use the Danish return address above.

For goods that cannot be returned by ordinary parcel post, you only pay the return costs if we disclosed the estimated amount before purchase. If we did not, we pay for the return.

Condition of returned goods

You may examine the goods as you would in a physical shop. If you have handled them beyond what is necessary to establish their nature, characteristics and functioning, we may deduct a documented reduction in value from your refund. Use or opened packaging does not in itself remove your right of withdrawal.

Refunds

When you withdraw from the entire purchase, we refund the purchase price and the original standard delivery cost. If you chose a more expensive delivery method than our cheapest standard delivery, the additional cost is not refunded. We also allow individual items to be returned; for a partial return, we refund the price of the returned items, but not the original delivery charge.

We refund you within 14 days of receiving your notice of withdrawal. We may withhold the refund until we receive the goods or evidence that they have been returned, whichever happens first. We use the same payment method as your purchase unless we expressly agree otherwise. You will not be charged a refund fee.

Personalised goods

The right of withdrawal does not apply to goods made to your specifications or clearly personalised, for example with your chosen name or personal engraving. We inform you before purchase if an item falls within this exception. Making an ordinary item only after an order is placed does not in itself remove your right of withdrawal. Your rights regarding faulty goods also apply to personalised goods.

Faulty goods – 2 years

Under the Danish Sale of Goods Act, you have a 2-year right to complain about defects present at delivery or caused by circumstances present at that time. Ordinary wear and damage caused by misuse are not in themselves defects.

Email info@theoandsally.dk within a reasonable time after discovering the fault. A complaint made within 2 months is always timely. Please include your order number, a description and photographs if possible. Subject to the conditions of the Danish Sale of Goods Act, you may be entitled to repair, replacement, a price reduction or a refund. We pay reasonable and necessary return costs for a valid complaint; contact us to arrange the return.

Withdrawal form

Send to Theo & Sally, Lærkevej 11, 4300 Holbæk, Denmark, or info@theoandsally.dk.

I hereby give notice that I wish to withdraw from my purchase of the following goods:

Goods: ____________________
Order number: ____________________
Ordered on: ____________________
Received on: ____________________
Name: ____________________
Address: ____________________
Email: ____________________
Date: ____________________
Signature (only if this form is sent on paper): ____________________