Refund policy

Refund Policy

(CVR-/SE-nr. 46534360) Contact: info@stillestudio.dk

Every piece sold in our shop is handmade and designed in small batches or as one-of-a-kind items. This policy explains your right to change your mind, how returns and refunds work, and your statutory rights if something is faulty, in line with Danish and EU consumer law.

This policy forms part of our Terms and Conditions and expands on sections 7–9.

1. Your 14-Day Right of Withdrawal (Fortrydelsesret)

As a consumer shopping with us from the EU, you have the right to withdraw from your purchase without giving a reason, within 14 days.

The withdrawal period expires 14 days from the day you (or a third party you have nominated, other than the carrier) take physical possession of the goods. If you ordered several items in one order and they are delivered separately, the period runs from the day you receive the last item.

To exercise your right of withdrawal, you must inform us of your decision before the deadline by contacting us at info@stillestudio.dk with a clear statement (e.g. "I wish to withdraw from my purchase of order #[XXXX]"). You may also use the standard withdrawal form at the bottom of this policy, though this is not required.

Once you have notified us, you must return the item to us without undue delay and no later than 14 days after the day you told us you were withdrawing.

Items excluded from the right of withdrawal

Under Danish and EU law (Forbrugeraftaleloven § 18(2), implementing Article 16(c) of the Consumer Rights Directive 2011/83/EU), the right of withdrawal does not apply to goods that are made to your specifications or clearly personalised — for example, items made to custom measurements, engraved with a name, or made in a bespoke colour/material combination on your request.

Condition of the item

You may handle and inspect the item as you would in a physical shop, to establish its nature and characteristics — but if it shows signs of use beyond that, we may deduct an amount corresponding to the item's diminished value from your refund.

Items must be returned in their original condition, with any tags, and in their original packaging where possible.

2. How to Return an Item

Contact us at info@stillestudio.dk with your order number and the item(s) you're returning.
We'll confirm receipt and provide the return address (if not already stated on your order).
Pack the item securely, ideally in its original packaging, and send it back within 14 days of notifying us.
We recommend using a trackable shipping method — you are responsible for the item until it reaches us.

Unless we've agreed otherwise, or the item is faulty or not what you ordered, you are responsible for the cost of return shipping.

3. Refunds

Once we receive the returned item (or proof that you've sent it back, whichever is earlier) and confirm it meets the conditions above, we will refund:

the price you paid for the item, and
the standard delivery cost you originally paid (if any) — note that if you chose an upgraded or express shipping option, we only refund the cost of our standard delivery option, not the extra.

Refunds are issued within 14 days of the earlier of the two dates above, using your original payment method. You won't be charged any fee for the refund itself.

We may withhold the refund until we've received the item back, or you've supplied evidence of having sent it, whichever comes first.

4. Statutory 2-Year Right to Complain About Defects (Reklamationsret)

Independently of the right of withdrawal above, Danish law gives you a 24-month right to complain about faults or defects that were present when the item was delivered, even if they only become apparent later (Købeloven / the Danish rules implementing Directive (EU) 2019/771).

This does not cover normal wear and tear, damage caused by misuse, or changes you knowingly accepted at purchase (for example, a disclosed natural variation typical of handmade items, such as slight irregularities in glaze, grain, or stitching).

If you receive an item with a fault or defect:

Contact us promptly at info@stillestudio.dk with a description of the issue and clear photos.
We will assess the complaint and respond within a reasonable time.
Where the complaint is justified, we will offer, as appropriate: repair, replacement, a proportionate price reduction, or a full refund. We will always try repair or replacement first, free of charge and without significant inconvenience to you, unless that's impossible or disproportionate.