Trade and delivery conditions
How to order:
Select the product(s) you want to buy and add them to the basket. Accept the trading conditions and click on Approve the purchase.
Enter your information and check that the information is correct.
Click proceed to delivery.
Check that what is entered is correct.
Click Continue to payment.
You will receive, very shortly after your order, an order confirmation. The order confirmation is sent to the email address you provided at the time of purchase.
When your order is packed and ready to be picked up by Danish couriers, you will receive another email from us. The email contains the order's tracking number, so you can follow the package's path to your home.
When ordering before 12, we endeavor to send your package on the same day that your order arrives with us. If this is not possible, then it is absolutely certain that we will send your package the next working day*.
(* The weather can be tricky. If there is a prospect of frost at the weekend, the dispatch day will be moved from Friday to Monday, so that your paint does not have to sit on a truck in the frost over the weekend)
Once you have accepted our terms and conditions and provided us with your payment details, we will start mixing your paint and packing your package for you. The money will only be withdrawn from your account when the package is ready for collection by the shipping company.
We accept payments using these methods
• Dankort, Visa Dankort, Visa Electron
• MasterCard, Visa, Diners Club, Maestro, JCB and American Express
• Mobile Pay
Payments take place on a secure page where data is encrypted (SSL). Thus, only PBS has access to your payment information.
The purchase price for the goods is reserved on the card when ordering and is deducted when the order has been dispatched from Color Stories.
A larger amount than you have approved at the time of ordering cannot be deducted.
All prices are incl. VAT and in Danish kroner.
The prices are valid in Denmark, except for the Faroe Islands and Greenland.
Reservations are made for system and price errors.
The freight costs DKK 39 for delivery to the mainland and fixed islands to the parcel shop and DKK 49 for delivery to the home address.
For deliveries to non-mainland and landlocked islands, no additional price will be charged.
There will be free shipping on orders over DKK 500.
We endeavor that your order will be packed and ready for dispatch from us no later than the day after we have received your order. Your package will be delivered to your home with Danske Fragtmænd or GLS . The majority of all packages will be delivered the day after collection from us. This means that your parcel will be with you 1-3 working days after you have ordered it from us*.
*) Reservations are made for sold-out goods and back orders from our suppliers.
Avoid delay - "Place the package securely":
Avoid delays and extra costs, write on your order if and where the shipment must be securely stored.
If there is no one at home and you have not specified that the shipment may be delivered, the carrier takes the goods back to the freight center for delivery with Danske Fragtmænd and to the parcel shop for delivery with GLS.
The package is delivered to the front door or to the entrance door/kerb. The package is not carried up and/or inside.
Delivery of package:
You will receive a message regarding the day of delivery. It is your responsibility that there is a recipient present at the time of delivery, if there is not, you will have to agree the further process with the shipping company.
If you are in doubt as to whether you can be at home at the time of delivery, you can instead:
- Enter your workplace as an alternative delivery address
- Write in the comment field that the package must be returned (this takes place without receipt of the package and it is at the buyer's own risk*) (note that the responsibility is yours if the item is stolen/damaged/frost damaged)
- Get a call before delivery so you can get home and receive the package. - write this in the comment field.
If it is not possible for the carrier to deliver the package, the package will be taken back to the freight center, where it may be can be picked up, or re-delivery can be arranged. A possibly redelivery will be at the recipient's expense. A message will most often be placed in your mailbox regarding the failed delivery, and you must then contact the shipping company yourself.
Delivery in case of frost:
When there is frost, we do not send packages on Fridays, as the paint cannot withstand frost, and we therefore cannot guarantee that the package will not be on a lorry over the weekend and thus be damaged.
If you have questions about your delivery, you can contact us on +45 30 40 42 51, email@example.com or Instagram. We are always ready to help, so we can ensure you the fastest and easiest delivery.
Unfortunately, it can happen that your package is damaged during delivery. If that happens, you have 2 options:
- You can refuse to receive your package.
- You can receive your package with reservations. That is you must have noted on the waybill that you receive the package with reservations because the package is damaged.
If you received the item and did not discover the damage until unpacking, you must take photos documenting the damage and its extent as well as the waybill label, after which you must contact us immediately.
The package will only be replaced if the above is complied with.
Then contact us as soon as possible at firstname.lastname@example.org and please attach a picture of the damage.
Right of complaint:
When you shop at Color Stories, you as a private customer have 2 years' right to complain.
If there are errors or defects in the product, you must inform in detail what is being advertised. A good description, pictures and dialogue help to shorten the case processing time and the remedial process. Write to email@example.com
Complaints must be made within a reasonable time after you have discovered the fault or lack of the item.
Reasonable time is usually 14-30 days and no more than 60 days after you receive your goods.
If the product is faulty or missing, the complaint may be justified when the product has been stored and used in accordance with the instructions.
If the complaint is justified, you can have faulty or missing goods exchanged or get your money back.
Always agree return shipment with us. Goods that are returned on cash on delivery or that are returned without postage and without an agreement are refused receipt by Color Stories.
If you have sent a complaint item back to us, we examine and test it carefully.
If the error or deficiency cannot be demonstrated, the complaint will not be accepted and we will send the item back to you. In some cases, a bill for time spent may be included in this context.
Goods that are returned due to a complaint must be returned with information about the order number and when the goods were purchased. If the information is not sent together with the product, it may result in an unnecessary delay in the processing of the complaint.
If you are not satisfied with your purchase, please contact color stories at firstname.lastname@example.org
For consumer purchases, you have a 14-day right of withdrawal.*
*) If the item is manufactured or customized especially for you, at your request, the right of withdrawal is not normally granted. That is full right of return is given on our standard products and non-tinted products. That is no discount is given on paint in sizes 0.5 - 1 and 3 litres, as these items are manufactured specially for the customer when ordering.
- The right of withdrawal runs from the time you receive the item. You then have 14 days to cancel your purchase.
- If you regret the purchase within 14 days, you must clearly inform us that you wish to make use of the right of withdrawal. Send us an email at email@example.com or by returning your email with the order confirmation.
You must pay for the return shipping of the product yourself when you exercise the right of cancellation.
- In order to use the right of withdrawal, the item must be handed over to the carrier, no later than 14 days after you have informed us that you regret your purchase.
- When you exercise the right of withdrawal, the item must be returned in essentially the same condition as you received it, and in the original packaging. This means that the item must be returned in unopened packaging.
If the item is not returned in substantially the same condition, the value of the item is determined by Color-Stories based on an estimated sales value. Lack of original packaging always results in a reduction in value.
In some cases, the depreciation can be so great that the item's resale value is NOK.
Depreciation, as a result of missing or damaged original packaging or contents, is deducted from the purchase price before reimbursement.
Color Stories will refund the purchase price within 14 days after the goods have been returned, in accordance with Section 12c of the Consumer Contracts Act.
Cancellation of part of the purchase
If you have purchased several items from us, you have the option of returning one or more items, even if they were purchased under one order.
Please note that you will not get the delivery costs back if you regret part of your purchase. That is if you have purchased an order with free shipping and refuse to receive the item as it is sent back, you will be charged the shipping amount.
There are three ways you can return an item:
• You can refuse to receive the item from the carrier. If you refuse receipt because you wish to make use of your right of withdrawal, please remember to notify us of this.
• You can receive the item and subsequently return the item to Color-stories.dk. In that case, we ask you to enclose a copy of the invoice for the purchased goods, as documentation that the returned goods were purchased from Color-Stories.dk.
• You can return the item to our warehouse within 14 days.
Return address is:
8200 Aarhus N
All products returned to Color Stories must be securely wrapped.
We recommend that goods be returned via Danske Fragtmænd, GLS or PostNord. This makes it possible to track the shipment via Track & Trace, which removes any doubt as to whether the item has been delivered to us.
If you have sent an item back, you will be notified when we have received the item. Here you get information about the further process in connection with the processing of your regret or complaint.
The purchase amount is returned to the card that was used for the payment.
When you use your right of cancellation, you must pay for the return shipping to us yourself.
When you exercise your right of complaint, you must initially pay the return shipping yourself. If your complaint is accepted, your shipping costs will be refunded. Therefore, keep your receipt.
Color Stories does not accept goods that, without agreement, are returned by cash on delivery or without postage.
Personal data policy:
In order for you to receive products/news from Color Stories, we need the following information:
We register your personal data with the aim of being able to deliver goods to you. We do not register any personally sensitive information.
The personal information is registered with Color Stories and stored as long as necessary for the sake of legislation or service to you, after which the information is deleted.
We pass on your name, order number and email address to Trustpilot in order to collect reviews of our service. Trustpilot processes this data on our behalf. This information is automatically deleted after 3 years. You can ask to have the information deleted earlier if you do not want Trustpilot to have it.
When personal data is collected via our website, we ensure that it only happens with your express consent, so that you are informed about exactly what information is collected and why.
We do not store and transmit general customer information encrypted. Information provided to Color Stories is not passed on to third parties unless this is necessary to be able to deliver the item to you. We pass on e.g. your address to the carrier, with the aim of being able to deliver your goods.
The data controller at Color Stories has access to the information recorded about you.
As registered with Color Stories, you always have the right to object to the registration. You also have the right to access what information is registered about you. You have these rights according to the Personal Data Act. Inquiries in connection with this should be addressed to firstname.lastname@example.org
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Contact us at email@example.com if you have any questions about the above.