Opening Hours:
  • Monday 10.00 - 20.00
  • Tuesday 10.00 - 20.00
  • Wednesday 10.00 - 20.00
  • Thursday 10.00 - 20.00
  • Friday 08.00 - 23.00
  • Saturday 10.00 - 20.00
  • Sunday 10.00 - 20.00
View Opening Hours
  • Monday 10.00 - 20.00
  • Tuesday 10.00 - 20.00
  • Wednesday 10.00 - 20.00
  • Thursday 10.00 - 20.00
  • Friday 08.00 - 23.00
  • Saturday 10.00 - 20.00
  • Sunday 10.00 - 20.00

On Demand Terms & Conditions

1. APPLICATION AND VALIDITY
1.1. When you buy products via ILLUM On Demand, you enter into an agreement with
ILLUM A/S
CVR-nr.: 27 35 59 43
Østergade 52
DK-1100 København K
(”ILLUM”, ”us”, ”we” or ”our”)
1.2. All deliveries are in accordance with the below sales and delivery terms and apply to purchase of products and services via ILLUM On Demand for delivery in Denmark; however, not on Greenland or the Faroe Islands.
 
2. ORDER
2.1. You order the products you wish to buy by sending us a picture of the requested products together with a description via WhatsApp or Facebook Messenger that can be downloaded here:
WhatsApp
Facebook Messenger
2.2 If you use WhatsApp, you have to add our On Demand number +45 28 93 63 19 to your contacts in order to be able to write to us.
2.3 If you use Facebook Messenger, you have to write to our ILLUM On Demand messenger via m.me/ILLUMOD.
2.4 When you write to us you will subsequently be connected directly with one of our employees who you can chat with about payment and delivery, including if the products are in stock. Our employee will send information to you about the total purchase price and the costs of delivery. This should be considered as a request to submit an offer.
2.5 If you agree, you will be asked to enter your name, your home address, the delivery address (if this differs from the home address), your telephone number and an email address. You will also be asked to choose means of payment and to accept that these terms and conditions apply to your purchase. You then have to confirm your purchase and check that the content corresponds to your wishes and make payment through the link we have sent to you. A final and binding agreement between you and us has not been concluded until you receive an email from us confirming that we have received your payment.
3. PAYMENT
3.1 You can pay via payment card or MobilePay.
3.2 The payment transaction is managed by an approved payments transfer supplier. A fee may be charged at payment with certain credit cards corresponding to the fee charged by the issuer of the payment card. The fee will be informed when you choose means of payment.
3.3 When you receive your order, we reserve the amount on your card. We do not withdraw the money from your account until the goods are dispatched from our stock.
4. PRICE
4.1. All prices are including VAT. In addition, you have to pay shipping costs. Unless otherwise stated on the payment page, no further costs or fees will be charged.
5. DELIVERY
5.1. Products in stock are usually delivered within 1-3 workdays. We normally dispatch your order on the same day if you place your order before 2 pm. You will be informed if one or more products are not in stock and what the expected delivery time will then be.
5.2. Unless otherwise expressly agreed, the delivery times stated are indicative and without responsibility.
5.3. If you have any questions about the expected time of delivery, please contact us via WhatsApp or Facebook Messenger.
5.4. For ILLUM Gold Key members and ILLUM Black Key members shipment is free of charge. For all others, the shipping costs for goods dispatched by carrier is DKK 50. However, if you purchase for DKK 1000 or more, shipment is always free of charge.
5.5 Products are delivered to addresses all over Denmark; however, only to the mainland and to islands connected by a bridge.
5.6 The products are delivered by GLS or PostNord. If you are not at home at the time of delivery, the carrier will take the ordered products back unless you have stated when ordering that the carrier may leave the goods in your carport, tool shed, in the stairway or another place according to agreement. In this case, you carry the risk of the delivered products when they have been left at the agreed place.
5.7 We can choose that certain products are delivery in another way and at a time agreed in advance.
6. FORCE MAJEURE
6.1 We are not responsible if delay or non-delivery occurs due to an unpredictable, external event (force majeure) that will prevent us from fulfilling our obligation. The obligations of the parties are suspended as long as such event exists. Either party may cancel an agreement without further requirements if the event has not ceased within 14 days.
7. COOLING-OFF RIGHT
7.1 Pursuant to the Danish Consumer Protection Act, you are, as a general rule, entitled to withdraw from your purchase and this agreement without giving any reason within a time limit of 30 days.
7.2 The cooling-off period of 30 days starts from the date
a) when you or a person authorised by you have the goods in your actual possession in case of purchase of goods
b) when you or a person authorised by you have the last product in your actual possession in case of an agreement about purchase of several different products placed on one order and that are delivered separately.
7.3. However, please note that many of the products and services we sell are exempted from the cooling-off right. From the ordering process that you go through before confirming and placing your order, it will appear which products and services are exempted from the cooling-off right. In general, these are:
  • Sealed products, including products purchased in our Beauty Hall, e.g. perfume, make-up and creams that due to health protection or hygiene-related causes are not suitable for being returned and where the seal has been broken after delivery.
7.4. In order to exercise your cooling-off right, you have to inform us of your decision to withdraw from this agreement through an unequivocal statement. You can also use this standard withdrawal form www.retsinformation.dk/Forms/R0710.aspx?id=160666#Bil3; however, it is not a requirement.
7.5 The cooling-off period has been observed if you send your wish to exercise your cooling-off right before the expiry of the cooling-off period to servicecenter@illum.dk.
7.6 You have to pay all the costs, including shipping costs, in connection with the return of the goods. You also have the option to return the products at our store.
7.7 If you exercise your cooling-off right in accordance with the above, we will refund all payments that we have received from you concerning the withdrawn purchase without undue delay and in any case within 30 days from the date on which we received your wish to exercise your cooling-off right. We make such refund through the same means of payment used by you in the original transaction unless you have expressly accepted another method of refund. In any case, no fees of any kind are imposed on you due to the refund.
7.8 We may postpone the refund until we have received the products from you included in the withdrawn purchase or until you have submitted documentation that you have returned the products to us, whichever is earlier. You must return the products to us without undue delay and within 30 days from the date where you informed us that you wish to exercise your cooling-off right. You carry the risk of the products until we have received them at our return address which is:
ILLUM A/S
CVR-nr.: 27355943
Østergade 52
DK-1100 København K
7.9. We reserve the right to deduct an amount corresponding to any reduction in the value of the products due to other handling than the handling that was necessary in order for you to determine the nature and the characteristics of the products and their functioning.
8. RIGHT TO COMPLAIN
8.1 We always strive to supply correct and non-defective products and services.
8.2 If, contrary to expectations, you should receive a product or a service that does not live up to your expectations, please contact us as quickly as possible at servicecenter@illum.dk so that we may correct any defects.
8.3 In general, we ask you to return the defective product so that we can examine it and/or return it to our supplier. We therefore kindly ask you not to dispose of defective products or poor-quality products, including the packaging, until you have talked to us. We will cover your costs for returning the products.
8.4 The provisions of the Danish Sale of Goods Act shall apply. If you wish to make a complaint concerning a defect, you have to inform us to this effect within a reasonable time after having established the defect. Otherwise, you will forfeit the right to rely on the defect. Defects will be remedied through a replacement product or a refund of the purchase price.
9. COMPLAINTS
9.1. If you wish to complain about a product or a service that you have purchased from us, please contact us in writing and we will then process your complaint.
9.2 You can also file a complaint with the Danish Competition and Consumer Authority’s Centre for Dispute Resolution, Carl Jacobsens Vej 35, DK-2500 Valby. You can also file your complaint online at www.forbrug.dk. In certain cases, the right to complain can be conditional on the price of the product or the service, for which you wish to file a complaint, being at least DKK 860 if you complain about clothes and shoes and DKK 1050 for other types of products.
9.3 Consumers who are residing in another EU country may also file a complaint with the EU Commission’s online complaint platform: http://ec.europa.eu/odr.
10. PERSONAL DATA
10.1. We process personal data in accordance with our privacy policy which you can find here: https://illum.dk/privacy-policy/
11. DISPUTES
11.1. These terms and conditions are subject to and shall be interpreted in accordance with Danish law except for the rules of Danish law governing jurisdiction and applicable law.
12. UPDATES
12.1. These terms and conditions shall apply as of 1 October 2019.
12.2. From time to time we may update these terms and conditions effective in respect of future purchases of products.