Private persons have the right to withdrawal within 14 days without stating reasons.

The withdrawal deadline shall be 14 days from the day on which you or a third party appointed by you, have or has taken possession of the last goods (14 days for goods on sale).

If you have ordered more items in one order and we are not able to deliver the goods at the same time, the right of withdrawal runs from the time where you or another person of your choosing has the last goods in physical possession.

If the deadline expires on a national holiday, June 5, Saturday, Christmas Eve, or New Year's Day, the deadline is extended to the following business day.

How to make use of your right of withdrawal
You can withdraw your order by notifying us here.

To withdraw your order, please select “Private” and choose “I would like to return my order”. Once submitted, you will receive an email confirmation of your withdrawal request.

You can also notify us of your return via our return portal here.
You will receive a confirmation by email.

Partial withdrawal
As a rule, the right of withdrawal only applies if the entire purchase is returned.

However, we offer the possibility for you to return you purchase partially, i.e. if you bought a Shell Pot and a Plant Box and you wish to keep the Shell Pot but return the Plant Box.

The procedure and terms are the same as when you cancel the entire order. However, in the case of partial cancellation, the freight charges will not be refunded.

You cannot use your right of withdrawal by refusing to accept the goods at delivery, or by omitting to collect it, without at the same time letting us know that you wish to return.

If you do this, we will immediately acknowledge the reception of your withdrawal via e-mail.

The deadline for withdrawal is kept if you notice us of the withdrawal before the time limit expires.

Postage as well as any other expenses in relation to returning such as secure packaging must be paid by you, the customer.

Please include and fill out the return form included in your order.

You must ship the goods to:

Ferm Living
C/O DSV Solutions A/S
Mossvej 27
Port 649
8700 Horsens
Denmark

without unnecessary delay and at the latest 14 days after you notice us of your withdrawal. The time deadline is kept if you return the goods before the expiry of the 14 days.

The goods cannot be sent COD or without distribution.

If a package is not picked up, we reserve the right to deduct the costs incurred by us from the purchase price before reimbursement. Please, be aware that some carriers charge a fine if the package is not picked up.

Upon return, you are responsible for wrapping the goods securely. You hold the risk of the goods as of delivery. You are responsible for the arrival of the package at our warehouse. We recommend using track and trace so that you may follow the shipment.

Please note: The return parcel must be shipped with ‘door to door’ delivery. Return parcels delivered to parcel shops cannot be processed and will be returned to sender.

Return of furniture or larger items
Some goods cannot – due to their size – be sent by regular mail and will instead have to be returned via a special carrier. This goes for the most furniture such as shelving systems, desks, tables, side tables, chairs, sofas, daybeds, etc.

The return cost depends on the goods' weight and volume, as well as the distance. Typically, there is a fixed price per kilometre. Please note that there may be a difference in price according to the chosen carrier. You can get offers on the price for returning your goods by contacting a carrier.

If you wish to return an order shipped from Denmark to the United Kingdom, please follow the instructions below carefully to avoid additional customs charges.

As your return shipment crosses an international border, it will be subject to UK import procedures. To ensure that no customs duties or import VAT are charged again when the goods re-enter the EU, the shipment must qualify as returned goods.

Under UK customs rules (Returned Goods Relief), items that are returned to the sender can be exempt from import duties and VAT, provided the correct documentation is supplied and the goods are clearly identified as returns.

How to proceed

When returning goods, you are required to:

• Attach the commercial invoice to the parcel (contact us here to receive it)
• Clearly mark the shipment as “Returned Goods” on both the parcel and the shipping documentation
• Ensure that the goods are returned in the same condition as received
• Include any reference information (e.g. order number) to link the return to the original shipment

This documentation is necessary to prove that the goods were originally exported and are now being returned, which is a key requirement under UK customs law for duty relief.

Customs fees and responsibility
We cover customs fees only when the return is handled correctly in accordance with the above requirements.

If the parcel is not clearly declared as “returned goods” or if the commercial invoice is missing or incomplete:

• UK customs authorities may treat the shipment as a new import
• Import duties and VAT may be charged again
• Any such charges will not be covered by us and may be billed to you

This is because, without proper documentation, customs authorities cannot apply Returned Goods Relief and will process the shipment under standard import rules.

Customer responsibility
It is the customer’s responsibility to ensure that the return is:

• Correctly declared
• Properly documented
• Compliant with customs requirements

Failure to follow these instructions may result in delays, additional costs, or refusal of the return.

When you use the right of withdrawal for the entire purchase, we refund all payments from you, including any standard freight charges (no return costs). However, if you choose a more expensive form of delivery than our standard delivery, we will not refund any additional costs associated with the more expensive form of delivery.

By partial withdrawal, we don’t refund the freight charges.

We refund the amount without undue delay and in any case no later than 14 days from the date of receiving your notice. However, we reserve the right to hold the return payment until we have received the goods you returned, or you have presented documentation confirming that you have returned the items before we have received them.

We can withhold the reimbursement until we have received the refunded items or you have sent documentation proving the return of the products.

We will complete such compensation via the same means of payment as you used for the original transaction (including gift cards). In any case, you will not be charged any fees as a consequence of the reimbursement.

Trying the goods and packaging
You are only liable for any possible decrease of the items’ value caused by the handling of the goods other than what is necessary to determine the character and features of the goods, as well as the way it works. You may examine the goods in the same way as one can and may in a physical store, but you may not start using it, e.g. by removing any stickers or hang tags. If you have used the goods in a way that is not allowed in a physical store, causing that we cannot resell it or sell it at full price again, you must expect us to deduct the decrease of value from your reimbursement. If the goods no longer have market value, we will not reimburse your purchase.

Lacking original packing may constitute a decrease in value so to be certain to get a full refund it is recommended to return the goods in original packaging.

Furthermore, you should make sure that the goods are safely wrapped when returning it. You are responsible for the package/the goods until we receive them. Save the receipt of sending as well as track and trace number, if possible.

If you purchase goods that have a defect, the Danish Sale of Goods Act applies.

You can make your claim within 24 months from the time of delivery by addressing your claim to us at Kuglegårdsvej 1-5, 1434 Copenhagen K, via our contact form or +45 70 22 75 23. You must, however, always make your claim within a "reasonable time" upon discovering the defect. We recommend that you file your complaint as soon as possible and within 2 months after first noticing the defect.

Please register your claim using our claim form, and we will get back to you as soon as possible. If the claim is accepted, we will offer you a refund or a replacement. If the claim is not valid, you are welcome to make a return. Remember that the goods must always be returned in the original packaging. The return cost is covered by you.

Complaint to authority
The Consumer Rights Act 2015 says that goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• Up to 30 days: if your products are faulty, then you can get a refund.
• Up to six months: if your products can't be repaired or replaced, then you're entitled to a full refund, in most cases.
• Up to six years: if your products do not last a reasonable length of time you may be entitled to some money back.