General information:
Trollbeads A/S
VAT: 28717024
Toldbodgade 13
1353 Copenhagen, Denmark
Phone: +45 33 93 60 93
Email: info@trollbeads.com

1. Shopping at international.trollbeads.com

Shopping at international.trollbeads.com does not constitute a legally binding agreement until your order is confirmed by Trollbeads.

To place an order, add your desired items to the shopping cart on the website. You can review and edit your shopping cart at any time by clicking the shopping cart icon in the top right corner. Here, you can also add a comment to your order.

When you are ready, click ‘Check out’ and provide your personal information. You may also enter a discount code at this stage. Next, select your preferred delivery and payment methods and carefully review your order before confirming your purchase.

Once your order is confirmed, you will receive an order confirmation by email, which serves as an electronic receipt for your purchase. You will also receive further emails with shipping and delivery updates.

If you experience any problems or have questions, please contact our customer service team:

Tel.: +45 33 93 60 93
Email: info@trollbeads.com

2. Payments

We accept Visa, Mastercard, American Express, PayPal, Google Pay, and Shop Pay.

If you wish to pay with a credit/debit card, you have to select the one you want to pay with at checkout and enter the necessary information. No additional costs will be added to the purchase price. You can only pay with a credit card issued in the same country as your delivery address.

Payment will only be debited from your account when the physical item is dispatched, unless otherwise agreed or stated in your order.

All amounts on the website include VAT.
This website uses the following currencies for pricing: Euro (EUR)

Trollbeads uses a secure payment server that encrypts all information with the SSL protocol, which means your data is secure and cannot be read by outsiders. Trollbeads' own website also uses encryption with the SSL protocol.

3. Shipping & Delivery
Our average delivery time is 2-4 business days from the shipment date. Shipping notifications will be sent to you along the way. Please expect delayed delivery times during November and December due to an increase in the number of orders in these months. However, we always strive to send out orders as quickly as we can and will always inform you about any possible delays.

All products are shipped in a protected package from Denmark.

Please confirm your local customs regulations before placing your orders, to ensure that orders from Denmark are accepted. Some countries collect import fees upon delivery after declaration – kindly note that this is at your own expense. Further information on this can be obtained at your local tax office.

4. 2-year warranty

Items fulfilled and shipped from Denmark are covered by a 2-year warranty against defects in material and workmanship. Items will be repaired or exchanged within this period.

Complaints regarding defects must be reported to Trollbeads within a reasonable time after receipt of the goods — generally no later than two months, unless otherwise agreed. Trollbeads will refund reasonable shipping costs related to the return.

The warranty does not apply in cases of misuse, improper handling, or unusual operation of the product. Trollbeads covers return shipping costs to a reasonable extent.

To return an item under warranty, please contact customer service at:
Email: info@trollbeads.com
Phone: +45 33 93 60 93

5. Returns

You have a 30-day right of return for goods purchased on the website, unless otherwise agreed or stated in your order. The 30-day period starts from the day the order is delivered to you. The online return and exchange form must be used. Find it here

You are responsible for return shipping costs, unless the item is defective or incorrect. In those cases, Trollbeads will cover reasonable shipping costs.
You cannot cancel a purchase by refusing delivery without clearly notifying Trollbeads.
Requests to use the right of withdrawal must be sent within 30 days of delivery

Condition of returned items:

You are responsible for any deterioration in the value of the goods caused by handling beyond what is necessary to inspect the nature, properties, and function of the product.
Items should be tried as if you were shopping in a physical store: you may inspect and try on the product, but do not use it. If the item shows signs of use beyond this, its value may be reduced, and a partial or no refund may be issued. Trollbeads will assess the condition of returned items.

Return process and risk:

For all returns and exchanges, kindly fill out the online form
You bear the risk of the item from the time of delivery. Return items securely and retain a receipt with a tracking number as proof of return.
Refunds will be issued within 6 days after Trollbeads receives the returned item, or after you provide proof of return.
Include a copy of your order confirmation and complete the return form.
Packages sent via cash on delivery cannot be accepted.

For more details, read our Refund Policy here.

6. Campaigns and offers

All offers are valid while stocks last. Discount codes are only required if explicitly shown and must be entered at checkout to receive the discount.
Only purchases made within the promotion period qualify for gifts or special offers. Offers and gifts cannot be applied to orders placed outside the campaign period.
If an item that qualifies for a gift is returned, the gift must also be returned. If the gift is not returned, we reserve the right to withhold the refund until the gift is received.
For “3 for 2” offers, all three items must be added to your shopping cart. The lowest-priced item will be automatically deducted from the total.
For seasonal or limited-time campaigns, items qualifying as a gift or discounted product must be added to the shopping cart, and any applicable discount code must be entered at checkout to claim the offer.

7. Disclaimer

We strive to keep our website up to date and ensure that all product information is accurate. However, errors can occur, and prices may occasionally be incorrect.

If we discover a pricing error on a product you have purchased, we will contact you as soon as possible. You will then have the opportunity to decide whether to proceed with the purchase at the correct price. If we are unable to reach you, we reserve the right to cancel the purchase.

We also reserve the right to change prices on the website at any time and to correct any errors, including pricing, typographical, or technical errors, as quickly as possible.

8. Privacy & Cookie Policy
Trollbeads A/S is committed to keeping your personal information secure and confidential. We collect information about you when you use our websites, but you can be sure that this information is only used in accordance with these regulations. We do not resell personal information and do not pass on your personal information to others, they are only registered in our customer directory. You should regularly read our Privacy & Cookie Policy to ensure that you can accept any changes. Collection of information on our websites always takes place in compliance with applicable legislation. The latest web policy is from December 2010. When personal data is collected via our website, we ensure that it always happens by giving your express consent, so that you are informed about exactly what information is collected and why. The CEO and the employees of Trollbeads have access to the information registered about you.

What we collect:

Name
Contact information, including email address
Demographic information such as zip code, settings, and interests
Other information relevant to customer events and/or offers

Read our full Privacy & Cookie Policy here.

9. Complaints
As a consumer, you may complain about products purchased from us via the online dispute resolution portal of the European Commission, see http://ec.europa.eu/consumers/odr. When submitting a complaint, please state our email address: info@trollbeads.com.

10. Third-party applications
While visiting our website, you will notice that we use third-party websites such as Facebook, Twitter, Pinterest, YouTube, and Instagram to provide information about Trollbeads. Although individuals may have challenges accessing these particular websites, Trollbeads does not control or remedy the manner in which content is produced.

Refund and warranty

WARRANTY & CLAIMS

Legal Warranty and Consumer Rights

Consumers are entitled to the legal warranty rights provided under applicable consumer protection legislation. Trollbeads A/S is established in Denmark and purchases are governed by Danish law. However, this does not affect any mandatory consumer protection rights that may apply in the country where the consumer resides.

This legal warranty covers products that are defective, do not match their description, or otherwise fail to conform to the sales contract.

If a lack of conformity becomes apparent within the warranty period, you may be entitled to one or more of the following remedies, depending on the circumstances:

• Repair of the product
• Replacement with an equivalent product
• A proportionate reduction in price
• A full or partial refund

Defects should be reported within a reasonable time after they are discovered. Complaints submitted within two months of discovering a defect will normally be considered timely.

Nothing in this policy limits any mandatory consumer rights provided under applicable law.

How to Submit a Claim

If you believe your product is defective or does not conform to the sales contract, please contact our Customer Service team at info@trollbeads.com and include:

• Your order number
• A description of the issue
• Photos showing the defect, where applicable

We will review your claim and guide you through the next steps.

If the claim is approved, Trollbeads will cover reasonable return shipping costs for defective, damaged, or incorrectly supplied items.

If you purchased your item through an authorised Trollbeads retailer, please contact the retailer directly, as warranty claims must generally be handled through the original point of purchase.

Complaints and Dispute Resolution

If you are not satisfied with the outcome of your claim, please contact us first so that we can attempt to resolve the matter.

Consumers may also submit complaints to:

Nævnenes Hus (The Danish Consumer Complaints Board)
https://naevneneshus.dk

Email: info@trollbeads.com
Phone: +45 33 93 60 93

RETURNS & RIGHT OF WITHDRAWAL

30-Day Return Policy

All purchases made on this website may be returned within 30 days of delivery. We will refund the value of the returned item and any applicable taxes within 10 days of receiving the returned goods. Depending on your payment provider, it may take up to 30 days for the refund to appear in your account.

Shipping charges are non-refundable unless the return is the result of our error or the item received is defective or incorrect.

If you wish to return an item, please complete our online return form.

Legal Right of Withdrawal

If you are purchasing as a consumer, you also have a statutory right to withdraw from your purchase within 14 days of receiving your order, in accordance with applicable consumer protection legislation.

To exercise your right of withdrawal, please notify us and return the goods without undue delay.

How to Return an Order

Please complete our online return form and pack your order securely in suitable protective packaging.

Return address:

Trollbeads A/S
Toldbodgade 13
DK-1253 Copenhagen K
Denmark

Please send the parcel directly to our address as a business parcel. We are unable to collect packages from parcel shops or collection points.

Unless the item is defective, damaged, or supplied incorrectly, return shipping costs are the responsibility of the customer.

Condition of Returned Items

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

This means you may inspect and try the item in the same way you would in a physical retail store.

If an item has been used beyond what is necessary to assess it, we may reduce the refund amount to reflect the diminished value of the product. In some cases, no refund may be possible if the item has lost its resale value.

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