Återbetalningspolicy

RETURNS AND REFUND POLICY

Updated 26 September 2026

We want you to be completely satisfied with your purchase from Frøken Lilly. If you change your mind about your purchase, or if your item unexpectedly has a defect or deficiency, please follow the guidelines below, which have been prepared in accordance with applicable Danish and European consumer legislation.

1. Right of withdrawal (14 days)
When purchasing from the webshop, you generally have a 14-day right of withdrawal under the Danish Consumer Contracts Act.

The withdrawal period is calculated from the day you receive the item. If the item is delivered to a parcel shop or parcel locker, the period does not begin until the item is collected.

You must notify us in writing within 14 days that you wish to withdraw from your purchase. You then have a further 14 days to return the item.

How EU customers (including Greenland, Sweden, Finland and Germany) exercise their right of withdrawal / cancellation
As an EU customer, you have a standard 14-day right of withdrawal under EU legislation from the day you receive your order (or the day you receive the final item in your order if the order is delivered in several shipments).

Please note that EU customers are responsible for paying the return shipping costs when items are returned to our address in Denmark. Items must be returned in their original condition and packaging.

As an EU customer, you can easily start a return request or cancellation through your customer account at account.frokenlilly.live (click here to view your orders).

Log in, go to Orders, select the relevant order and follow the instructions. In the event of withdrawal, both the price of the item and the original shipping costs will be refunded. Please note that this is not shown directly in the cancellation flow, but the refund will include both amounts.

You may also use the standard withdrawal form in section 12.

2. Returns
If you exercise your right of withdrawal, the item must be returned to:

Frøken Lilly
Fyrrevænget 16
3630 Jægerspris
Denmark

The item must be returned:

* In the same condition as received
* Securely packaged
* Without any additional damage or wear

You may inspect the item in the same way as you would in a physical shop, but you must not use the item in a way that reduces its value.

3. Return shipping
In the case of an ordinary withdrawal, the following applies:

* The customer pays the return shipping costs
* The customer purchases the return label
* The customer chooses the shipping carrier (e.g. GLS, PostNord, DAO, Bring or UPS)
* The customer bears the risk for the item during return transport until it has been delivered to Frøken Lilly

We recommend sending the item with tracking.

4. Reduction in value
If the item has been handled in a way that goes beyond what is necessary to establish its nature, characteristics and condition, a deduction may be made from the refund to reflect the reduction in value.

5. Refunds
Once we have received and inspected the returned item, the amount will be refunded to the same payment method used for the purchase.

In the event of a timely withdrawal, the following will be refunded:

* The price of the item
* The original standard delivery cost

Any additional delivery costs (e.g. express delivery) will not be refunded. Return shipping costs will not be refunded.

The refund will be made as soon as possible and no later than 14 days after we receive your notification of withdrawal. However, we may withhold the refund until we have received the returned item or documentation showing that the item has been dispatched.

6. Partial returns
If you have purchased several items in the same order, you may choose to return one or more items. In that case, you will receive a refund for the purchase price of the returned items.

Delivery costs are not refunded in the case of partial returns unless otherwise required by mandatory law.

7. Uncollected parcels
If you do not collect your parcel from the parcel shop and it is returned to us, this will be regarded as a withdrawal from the purchase.

We will refund the price of the item as well as the original outgoing standard shipping cost. However, the full cost of the return shipment (the return fee for transporting the parcel back to Denmark) will be deducted from your refund. This applies to both Danish and international shipments.

The parcel can be resent against payment of a new shipping fee.

8. Complaints regarding defects or deficiencies
You have a 2-year statutory right to complain under the Danish Sale of Goods Act. This right covers defects and deficiencies that were present at the time of delivery.

The right to complain does not cover:

* Conditions disclosed in the product description
* Normal wear, patina and age-related signs
* Natural variations in colour and material
* Damage occurring after delivery

In the event of a justified complaint, Frøken Lilly may offer:

* Repair
* Replacement (if possible)
* Price reduction
* Refund

In the event of a justified complaint, Frøken Lilly will pay the return shipping costs and provide a return label. If the complaint is not justified, the customer is responsible for the return shipping costs.

9. Vintage and antique items
Most items sold by Frøken Lilly are vintage, antique or pre-owned items. Minor variations, patina, age-related signs, small irregularities and handmade variations are a natural part of the character and history of these items.

Such characteristics are not considered defects or deficiencies, but rather part of the item’s authenticity and character. We always aim to describe the condition of each item as accurately as possible and to show it clearly in the photographs.

10. Colours and images
We aim to reproduce the colours and details of our items as accurately as possible in our photographs. However, colours may appear differently depending on screen settings, lighting conditions and the device used.

Minor differences between the colour shown in the images and the actual item may therefore occur and are not considered a defect or deficiency.

11. Shipping damage
If an item is received damaged, please contact Frøken Lilly as soon as possible.

Please send photographs of the damage, photographs of the packaging and a brief description of the issue to contact@frokenlilly.live. We will assist you with the further handling of the matter with the shipping carrier.

12. Standard withdrawal form
(This form should only be completed if you wish to exercise your right of withdrawal.)

To:

Frøken Lilly
Fyrrevænget 16
3630 Jægerspris
Denmark
Email: contact@frokenlilly.live

I hereby give notice that I wish to exercise my right of withdrawal in connection with my purchase agreement concerning the following goods:

Ordered on:
Received on:

Consumer’s name: _______________________________________________

Consumer’s address: _____________________________________________

Date: __________________________________________________________

Signature: _____________________________________________________
(only if this form is submitted on paper)

13. Questions regarding Frøken Lilly’s Returns and Refund Policy
You can contact us via the chat function on our website or by email at contact@frokenlilly.live.