Terms and Conditions

General information

This website (“www.soulmate.as”) is operated by Micha A/S, Michael Jensens Vej 8-12, 7400 Herning, Denmark, company registration number (CVR): 38732919. Telephone: +45 96 29 43 30. Email: soulmate@soulmate.as.

If you experience any problems placing an order or otherwise using the Website, please contact our Customer Service team.

Email: soulmate@soulmate.as
Telephone: +45 96 29 43 30 (Monday–Thursday: 08:00–15:00 / Friday: 08:00–13:00)
Postal address: Michael Jensens Vej 8-12, 7400 Herning, Denmark

If there is anything in these Terms and Conditions that you do not understand, we recommend contacting Customer Service before shopping on the Website.

Important notice

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE ORDERING PRODUCTS FROM www.soulmate.as.

These Terms and Conditions (“Terms”) apply when you order or purchase products on the Website. The Terms may be updated from time to time, for example to reflect changes in technology, our business model, our system capabilities or applicable laws and regulations. We therefore ask you to accept the Terms each time you shop with us.

Any reference to “you” or “your” means you as a user of the Website. Any reference to “we”, “us” or “our” means Micha A/S.

If you do not accept the Terms, you cannot order or purchase products on the Website.

You have the right to withdraw from this contract without giving any reason within 30 days of the day on which you, or a third party designated by you other than the carrier, take physical possession of the products. Read more under “Right of withdrawal”.

The provisions of the Danish Sale of Goods Act concerning defects apply to your purchase. This means that you have certain statutory rights regarding the conformity of the products with the contract. Read more under “Faulty or incorrect products”.

Placing an order

The online store is open 24 hours a day, but may occasionally be closed for maintenance. Wherever possible, we aim to carry out maintenance at night.

Orders placed on a public holiday will be processed on the next working day.

You must be at least 18 years old to purchase products on the Website and hold a valid credit card that we accept. If you are under 18, you must have the legal capacity or authorisation to enter into a contract with us.

We can only fulfil your order if the delivery address is a residential or business address in one of the countries listed under “We deliver to”. We do not deliver to PO boxes.

We reserve the right to cancel the purchase contract in any of the following circumstances without liability for compensation or other costs:

• Your payment details are incorrect or cannot be verified.
• Your order has been placed for fraudulent purposes or in connection with a criminal offence or other unlawful activity.
• An unintended error occurs on the Website or in our inventory records, such as a payment error or similar issue.
• We have reason to believe that you are under 18 years old.

Contracts can only be entered into through the Website or by telephone. We do not process orders submitted by email, letter or fax.

When does your order become binding?

Before submitting your order, you can change the information you have entered, including delivery, billing and payment details. You can also change or remove products from your shopping cart.

When you click “Buy and pay”, a receipt will appear on your screen. From that point, you are bound by the purchase contract. Please read more under “Right of withdrawal”.

If you make a mistake when placing your order, please contact our Customer Service team, who will be happy to help.

You will receive an order confirmation by email.

Once the contract has been entered into, the rules on the right of withdrawal apply, as described below.

Contract language

The contract can only be entered into in Danish.

Access to the contract

You will receive an email confirming the contents of the contract, together with a copy of these Terms. We retain contracts, including order confirmations, for a certain period. We recommend that you also save these documents, as they may not subsequently be available on the Website.

Fraud prevention

To protect you and our other customers against fraud and maintain a high level of security for online purchases, we may carry out verification checks. These checks may include the information you provide when ordering on the Website, including your address and payment details.

Payment methods

We accept the following payment methods:

• Dankort
• Mastercard
• Visa
• MobilePay

Card security code (CVV)

If you pay by credit card, you will be asked to enter the card’s security code. You can find the three-digit security code on the back of your card, usually on the right-hand side. The security code is required to complete the payment and maintain a high level of security. Other similar security measures may also apply.

Payment procedure

Your payment will be charged to your chosen payment method when your order leaves our warehouse for delivery.

Prices and delivery

All prices shown for products, delivery and other charges include applicable taxes, VAT and duties.

Delivery, shipping or postage costs may vary and are added to each order.

Delivery within Denmark

We offer free delivery on orders over DKK 499.

Currency

Prices on the Website are displayed in the currency applicable to your country. To change your selected country, please use the country selector at the top of the Website. Your delivery address determines the currency in which you are charged.

Please note that changing the delivery country may affect prices and delivery costs.

You can pay in the following currency:

• Danish kroner (DKK)

Delivery destinations

We deliver to:

• Denmark
• EU countries

Delivery terms

We aim to deliver within 1–3 working days of your order being approved. Delivery times may vary due to unforeseen circumstances affecting our carrier or public holidays.

Products will be delivered to the delivery address provided when placing the order.

Deliveries take place Monday to Friday. Delivery times depend on the destination country and the carrier used. Please note that delivery may take longer around holiday periods and public holidays. We do not dispatch orders on public holidays. Please check our contact page for telephone opening hours and closure dates during holiday periods.

A signature may be required upon receipt in accordance with the chosen carrier’s procedures. You do not have to sign for the delivery yourself. Other people at the delivery address, such as a family member, friend or receptionist, may sign for the delivery on your behalf, with binding effect for you.

The number of delivery attempts depends on the chosen carrier. The carrier’s terms will then apply.

Please note that you bear the risk of loss or damage to the products after delivery. If the packaging appears damaged, you should refuse delivery. If you wish to report any faults or defects, you must inform us. Read more under “Faulty or incorrect products”.

Separate deliveries

If your order contains several products, we reserve the right to deliver them separately. Separate deliveries may be necessary if some products are delayed or out of stock when you place your order. We will inform you if your order will be delivered in separate shipments. You will not be charged additional delivery costs for separate shipments.

Order tracking and history

You can contact our Customer Service team, who will do their best to provide information about the status of your order.

Telephone: +45 96 29 43 30
Email: soulmate@soulmate.as

Right of withdrawal (consumers only)

You have the right to withdraw from this contract within 30 days without giving any reason.

The withdrawal period expires 30 days after the day on which you, or a third party designated by you other than the carrier, take physical possession of the products.

If several products are ordered in a single order but delivered separately, the withdrawal period expires 30 days after the day on which you, or a third party designated by you other than the carrier, take physical possession of the last product.

If a product consists of several lots or pieces, the withdrawal period expires 30 days after the day on which you, or a third party designated by you other than the carrier, take physical possession of the last lot or piece.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement sent by email.

Send your email to: soulmate@soulmate.as.

Complete the enclosed returns form, stating your order number, invoice number and reason for return.

To meet the withdrawal deadline, you must send your notification before the withdrawal period expires.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs, except for any additional costs arising from your choice of a delivery method other than the least expensive standard delivery option we offer.

We will make the reimbursement without undue delay and, in any event, no later than 30 days after the date on which we are informed of your decision to withdraw from this contract.

We will use the same payment method you used for the original transaction unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the products back or you have provided evidence of having returned them, whichever is earlier.

We will cover the cost of returning the products if they are returned within the stated 30-day period.

You must return the products without undue delay and no later than 30 days after the date on which you informed us of your decision to withdraw from the contract. The deadline is met if you send the products back before the 30-day period expires.

Please note: We recommend keeping your proof of postage as evidence that you handed the parcel over to the postal service or carrier.

You are only liable for any reduction in the value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Faulty or incorrect products

If a product is faulty or we have delivered an incorrect product, please contact our Customer Service team. If the fault or error is already apparent when the carrier attempts delivery, you should refuse delivery.

In the event of a faulty or incorrect product, you may choose one of the following options:

• Return the product and receive a refund of the purchase price and all delivery costs once our Customer Service team has processed the return.
• Return the product and receive an equivalent replacement once our Customer Service team has processed the return, provided that we can supply an equivalent product.
• Keep the product and request a proportionate reduction in the purchase price.

When contacting Customer Service, please provide your order number, the product number if available, and a description of the fault or issue.

You will not be responsible for the costs of returning a faulty or incorrect product. We will refund the purchase price and the original delivery costs once we have received the product back, unless you receive a replacement for the original product.

Other terms

Website updates

We do our best to keep the Website up to date and ensure that prices, offers, descriptions and other product information are correct. However, typographical errors and errors in prices, offers, descriptions and other product information may occur, and we may occasionally discover that a product has been priced incorrectly.

Force majeure

We are not liable for delays or failure to fulfil our obligations under these Terms if the delay or failure results from events beyond our reasonable control.

Entire agreement

These Terms constitute the entire agreement between us.

Severability

If one or more provisions of these Terms are declared wholly or partly invalid, the remaining provisions will continue to apply.

Assignment

We are entitled to transfer our rights and obligations under the contract with you to a third party, provided that this does not reduce the standard of service you receive.

We will notify you of any such transfer. By accepting these Terms, you agree to any such future transfer. You also agree that, from the time we notify you of the transfer, your rights may only be enforced against the third party concerned.

Personal data

We treat your personal data confidentially. Please read our Privacy Policy concerning personal data and cookies for information about how we use the personal data you provide during the ordering process and your other use of the Website.

Claims concerning faulty products

You have a 24-month statutory right to make a claim concerning faults in a product. Please contact our Customer Service team so that we can find a solution.

Complaints

You are always welcome to contact our Customer Service team if you have a complaint about a product purchased from us. You can contact Customer Service by telephone, email or post. Contact details are provided under “General information” above.

You can also submit a complaint about a product purchased from us to the Centre for Complaint Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark. Complaints can be submitted through the Nævnenes Hus complaints portal.

You can also use the European Commission’s online dispute resolution platform to submit a complaint. This is particularly relevant if you are a consumer residing in another EU country. You can submit your complaint at http://ec.europa.eu/odr. When submitting a complaint, please provide our email address: soulmate@soulmate.as.

Governing law and jurisdiction

Any contract entered into between us under these Terms is governed by Danish law. Any dispute arising in connection with our contract, including its existence or validity, must be brought before a competent court in Denmark.