Terms of service
Here you can get an overview of the terms and conditions ("Terms") that apply when you purchase an item on www.isoles.com ("Website"), which is operated and owned by:
VAT no. 40324615
Phone: +45 70 66 66 55
Monday to Thursday: 9 am - 5 pm
Friday: 9 am - 4 pm
Saturday and Sunday: Closed
At isolés, we make it a virtue to provide you with a good experience. We have therefore made an effort to describe the Terms as understandable as possible. Therefore, we have also highlighted the places where you need to be extra careful with italicized text.
We recommend that you read the Terms carefully before making a purchase on the Website. In case you cannot find answers to your questions below, please feel free to contact us.
2. HOW TO ORDER
You must be 18 years or older to shop on the Website and have a valid payment card that we accept. If you are not yet 18 years old, you can only shop if you have obtained your guardian's acceptance or otherwise have the legal right to enter into the transaction.
To place an order on the Website, you must add items to the cart and complete payment at the checkout.
Note that you are solely responsible for ensuring that the information you provide, including the delivery address, is correct.
PRICES AND PAYMENT
All prices include VAT and other taxes. Prices are daily prices, and we point out that prices may change without notice, e.g., during sales, promotions, or the like.
You can pay with the payment methods listed on the Website during the ordering process. We do not charge a fee for payment, and the amount is only debited when the goods are shipped. A greater amount than the one you approved at the time of purchase can never be charged.
Regarding installment payments:
If you choose installment payments, e.g., with Anyday, a fee will be added. The agreement on installment payments is canceled in case you regret your purchase. Note that the payment provider performs a credit check on you. Terms and conditions for installment payments and the provider's processing of your personal information can be found on the provider's Website.
4. SHIPPING & DELIVERY
Unless otherwise stated for the individual item or during the ordering process, we will deliver your goods within 1-3 business days after receiving your order.
Delivery of your goods is considered to have taken place when you have received the goods/package, and from this point, the risk for the goods/package passes to you.
Shipping costs will always appear during the ordering process when you select your preferred delivery method. If a single item in your order or your total order exceeds 20 kg in volumetric weight, we will always send your order to your home or business address.
Please note that in Denmark, we offer free delivery to GLS or PostNord parcel shops on purchases over DKK 399.
4A. PICKUP IN STORE
If you cannot wait, you are welcome to pick up your order in the store. Pick-up in the store is, of course, free regardless of the amount.
Simply select "Pick up" when you are at checkout. We will send you an email or SMS when your order is ready for pickup. Your order is usually ready the same day you place your order. Your order can be picked up at the store's address during store hours.
5. RIGHT OF WITHDRAWAL (APPLIES ONLY TO CONSUMERS)
We offer you an extended right of withdrawal so that you can cancel your purchase without giving any reason within 30 days of receiving the goods. After receiving your goods, you may only handle them in a way that allows you to determine the nature, properties, and functioning of the goods.
The withdrawal period expires 30 days after the day you – or another receiver whom you have chosen – receives the goods in physical possession. If you have ordered several items in one order, and we are unable to deliver the items simultaneously, the withdrawal period starts from the day you receive the last item in physical possession. If the deadline expires on a public holiday, Saturday, Sunday, Constitution Day, Christmas Eve or New Year's Eve, the deadline is extended to the following working day.
Note that business purchases are not covered by the right of withdrawal. If the billing address is a business address and/or the company name or VAT number is included in the billing address, the order is considered a business purchase.
Exceptions to the right of withdrawal
There is no right of withdrawal on some items, or you may lose your right of withdrawal. The following items are excluded from the right of withdrawal:
- Goods that have been made to your specifications or have been given a clear personal touch.
- Sealed goods that, for health or hygiene reasons, are not suitable for return once the seal has been broken after delivery. This would apply, for example, to our energy products.
Withdrawal of a part of the purchase
If you have purchased several items from us in the same order, you have the option to return one or more items, even if they were purchased in one order. Note that you will not receive a refund of the shipping costs if you cancel part of your purchase and request a refund. See more under the section "Return."
How to withdraw
To exercise the right of withdrawal, you must send the return package using the return label that we have provided you with no later than 30 days after receiving your goods.
You can also use the standard withdrawal form, which is reproduced at the end of these terms and conditions, but this is not mandatory.
We will refund you on the same payment method that you used for the original transaction.
You must give notice that you are withdrawing before refusing to receive the goods or failing to pick them up. For example, if you do not pick up your goods at a pick-up point and we receive your goods back, we will contact you to clarify whether you want to keep the purchase or withdraw it. If you withdraw your purchase, we will refund your payment.
6. RETURN AND RETURN COSTS
If you want to cancel your purchase, it is very easy to return the item to us. You can simply use the attached return label that came with your order. The goods must be sent back no later than 30 days after you receive the original order. Return shipping fee is based on location.
Please note that we do not accept packages sent cash on delivery or packages sent without distribution. This means that we do not pay for shipping costs upon receipt of a package, and we will only pick up the package if it is delivered to a pick-up point and picked up.
If you choose not to use the prepaid return label (and therefore bear all costs associated with the return shipment), you must enclose a copy of the order confirmation or other documentation of your purchase and send the goods to our warehouse. You are also welcome to return your items/order yourself directly at the store during opening hours.
When returning, you must ensure that the item is properly packaged. You bear the risk for the package/goods until we receive them. Therefore, keep the postal receipt as well as any track & trace number. If you return with our return label, there is an automatic track & trace number. You are only liable for any depreciation in the value of the item resulting from handling the item beyond what is necessary to determine the nature, characteristics, and functioning of the goods. The goods must be returned in the original packaging, and all labels and hangtags must be attached to the item as received. The packaging may be opened but not destroyed. If the packaging is missing or damaged, it may constitute a depreciation in value for which you are liable.
If you regret your purchase, we will of course, refund the amount you have paid us. If the item has depreciated in value, we will deduct the amount for which you are liable.
We will make such a refund with the same payment method that you used for the original transaction unless you have expressly agreed otherwise. We may withhold the refund until we have received the item back unless you have provided documentation that you have returned it.
Note that you may lose all or part of your purchase amount if the value of the item has depreciated. This happens if the value of the item has depreciated because:
- The items have already been used.
- It was damaged while you were responsible for it.
- You have handled the item in a way other than necessary to determine the goods' nature, characteristics, and functioning.
7. COMPLAINTS ABOUT DEFECTS
When you shop with us as a consumer, you have a 2-year complaint period from receipt of the item if the item has a defect. A defect may be, for example, a manufacturing or material defect or incorrect information about the item. However, normal wear and tear or damage you have caused to the item is not a defect.
If the item has a defect and you complain in time, you have the right to have the item repaired or exchanged. If this cannot be done within a reasonable time, you may, depending on the circumstances, be refunded the purchase amount or be given a price reduction.
If you discover a defect, you must complain within a "reasonable time" after discovering the error. If you complain within two months of discovering the error, the complaint will always be timely. For items with limited durability, your complaint option is limited by the durability period that Isolés has promised you. If the complaint is justified, we will refund your reasonable and necessary shipping costs or send you a return label at our expense. Always keep your receipt.
Use of the complaint period:
If you wish to exercise your right to complain, please get in touch with our customer service at firstname.lastname@example.org or call +45 70 66 66 55, who will send you a return label if the complaint is justified. The item must always be sent back in proper packaging, and we only accept packages shipped directly to our address (see the top of section 1). Also, remember – if you do not use our return label – to get a receipt for shipment so that we can refund your shipping costs.
The goods must always be returned in appropriate packaging, and we only accept packages that are sent directly to our address (see the top of section 1). Also, remember that if you do not use our return label, be sure to obtain proof of shipment so we can refund your shipping costs.
When returning the goods, please attach a detailed description of the problem and include a copy of the order confirmation or other documentation of your purchase. In addition, please provide us with the information for the bank to which the refund of the purchase amount should be made if we cannot refund you via your original payment method.
8. COMPLAINT OPTIONS
If we cannot agree on what you are entitled to, you have the following options for making a complaint:
- A complaint about a product or service can be submitted to the Center for Complaint Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg. You can submit a complaint to the Center for Complaint Resolution via the Complaints Portal for Nævnenes Hus. If you do not have NemID, please contact email@example.com.
- The EU Commission's online complaints portal can also be used to submit a complaint for consumers residing in another EU country. The complaint can be submitted here. When submitting a complaint, please indicate our email address: firstname.lastname@example.org.
9. GIFT CARDS
Gift cards for www.isoles.com are valid for two years unless otherwise stated. Any remaining value can be redeemed for cash up to 1 year after the expiration of the gift card. If you want to redeem a gift card for cash before the expiration of the validity period, a fee of DKK 30 will be added to cover the redemption costs.
10. PRODUCT INFORMATION
If there are product descriptions and user manuals for the item, please use the product description from the Website. If you require further information or advice from our side, this is of a guiding nature. Isolés guarantees that the goods are labeled in accordance with the specific labeling rules.
11. CHOICE OF LAW AND JURISDICTION
These terms are subject to Danish law, including the Sale of Goods Act. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply. The ordinary Danish courts shall settle any disputes relating to the terms.
The above does not apply to the extent that mandatory statutory provisions provide otherwise.
STANDARD WITHDRAWAL FORM
(this form is completed and returned only if the right of withdrawal is exercised)
To: Isolés ApS, Islevdalvej 100H, 2610 Rødovre.
I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
[Specify the item number and title of the item]
Ordered on  / received on .
Name of the customer(s):
Address of the customer(s):
Customer(s) signature(s) (only if this form is notified on paper):
Our terms and conditions were last updated on February 21, 2023.