Terms and conditions

ABOUT US
We are ferm LIVING ApS, a company registered in Denmark under company registration number 30070186. Our head office is at Kuglegaardsvej 1-5, 1434 Copenhagen K, Denmark. Our registered UK VAT number is 372 3124 21. You can contact us at e-mail: info@fermliving.com, or at 00 45 7022 7523. If we need to contact you, we will use the details provided by you in your order.

THESE TERMS AND CONDITIONS
These are the terms and conditions on which we supply products to consumers in the UK from our website. Sales made through this website are for consumers only. If you are a business or a trade buyer, please contact us via our contact form for more information.

OUR PRODUCTS
The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of our products.

YOUR ORDER
Our website will guide you through the ordering process. When you place an order on our website, we will send you an email acknowledgment – this is only a confirmation that we have received your order, not that we have accepted it. Our acceptance of your order takes place when we email you to confirm that we accept it (the “order confirmation email”). At the point that we send you the order confirmation email, a contract will come into existence between you and us and the terms of that contract will be as set out in the order confirmation email.

Pre-ordering products
It is possible to pre-order certain products that are not yet available for delivery, as indicated on our website. The expected delivery date will be shown on the product page, in your shopping basket and in your order confirmation email. When you pre-order a product, we will not take payment until we ship the product – we will simply make a pre-authorisation of the product price and delivery price on your payment card until we are ready to ship the product. Once we are ready to ship your product, we will send you an email confirming that we have taken payment and we are shipping your order.

Except for products that are made to order, you may cancel your order at any time before the delivery. If you want to cancel a pre-order, please contact our customer service team at webshop@fermliving.com.

Made to Order
Some of our products are Made to Order. It will be clearly marked on the product page on our website if it is a Made to Order product. The expected delivery date will be shown on the product page, in your shopping basket and on your order confirmation email. When ordering a Made to Order product, the product is made especially for you – which means payment will be taken immediately when we accept your order. Made to Order products cannot be cancelled or returned.

PRICES
You pay for our products in British Pounds (GBP) Our prices include UK VAT at the applicable rate. We will be responsible for clearing the products for import into the UK, and for the payment of any import duties and other fees or duties related to customs handling.

PAYMENT
We accept payment via Visa, MasterCard, Google Pay, PayPal, Shop Pay and Apple Pay (on Apple devices and in Safari browsers). We do not charge you a fee for paying by credit card. The amount payable by you will not be charged to your card until the products have been shipped (except for Made to Order products where payment will be taken when we accept your order). We may need to check your details with your card issuer. By submitting your order you are consenting to these checks being made. In some cases, payments are taken by the card issuer and held in a secure account until these checks are completed. We will do our best to keep any delay to a minimum.

If you have ordered several products and they will be shipped separately, we will take payment for each of the products on the date of their shipment.

You will own the products once we have received payment in full. The products will remain at our risk until they are in your physical possession.

Klarna
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment can be made to Klarna via the following options:

Pay now. Klarna.
Pay over time with Klarna.
Buy now, pay later with Klarna.

Further information and Klarna’s user terms can be found here. General information on Klarna can be found here. In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as your contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy statement which can be found here.

FAIR USE POLICY

Our Fair Use Policy sets forth the guidelines and expectations for the utilization of promotional codes, discounts, gifts, and offers in our online store. The purpose of this policy is to ensure an exceptional shopping experience for all customers, while discouraging any behavior that exploits our services, other customers, our business, or the environment.

Promotional codes and discounts are intended for personal use and enjoyment by customers. We expect customers to utilize these codes in an honest and fair manner.

Examples of dishonest use include, but are not limited to the following:

1. Sharing promotional codes with individuals who are not eligible or authorized to use them.
2. Engaging in fraudulent activities with the intent of obtaining unauthorized promotional codes or discounts.
3. Providing false or misleading information to appear eligible for a promotional code or misrepresenting eligibility criteria.

In order to protect our company and ensure fair treatment of all customers, we reserve the right to take necessary actions if we suspect any dishonest use of promotional codes. These actions may include, but is not limited to, the following measures:

1. We may verify the eligibility of customers using promotional codes by requesting additional information or documentation.
2. In cases where a violation is suspected, we may temporarily suspend the customer's order while conducting an investigation to prevent further misuse.
3. We may cancel any benefits obtained through the dishonest use of promotional codes
4. We reserve the right to refuse or cancel an order if we have reasonable grounds to believe that the customer is attempting to commit fraud or exploit our services to obtain promotional codes inappropriately.

We value the integrity of our promotions and discounts, and we appreciate your cooperation in adhering to these guidelines. By doing so, we can maintain a fair and enjoyable shopping experience for all our customers.

DELIVERY TIMES AND DELIVERY COSTS

The following are our standard estimated delivery times to the UK.

GLS Delivery: 5-10 business days

Express Delivery: 2-4 business days

Curbside Delivery: 5-10 business days

Prices
Purchase below 115 GBP: from £10
Purchase above 115 GBP: Free delivery*
*Does not include deliveries of furniture and larger items (Schenker and Express deliveries).

We try to provide the most accurate estimated delivery times for all orders. However, please note that delivery dates and times are estimates only and can be affected by things outside our control like adverse weather conditions, customs and border delays and delays at delivery companies. Shipping of pre-order products and Made to Order products can also be delayed due to delays caused by our suppliers. We will do our best to keep you informed of any delays to your order. If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us on webshop@fermliving.com to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

We will process your order as quickly as possible. All orders are fulfilled from our warehouse in Denmark.

Our estimated delivery times to the UK depend on the delivery method which you choose. The estimated delivery times for the different delivery methods are set out in our “Delivery to UK” page and those estimated delivery times run from the date when we dispatch the product. Public holidays in Denmark or in the UK are likely to result in delays in delivery beyond those estimated delivery times (which are based on business days). When your order is dispatched, we will email you the tracking number of the package.

You will be charged for delivery of your products. The delivery costs will be shown separately on the order page of our website before you place your order, and you confirm your consent to pay the price of the products and the delivery charges by placing your order. Whilst some information on indicative delivery charges is set out in our “Delivery to UK” page, these are indicative charges only – the actual delivery charge applicable to your order will be confirmed to you on the order page of our website before you place your order.

We do not deliver to PO boxes.

In case the delivery appears damaged, we ask you contact customer service at webshop@fermliving.com.

DELIVERY OF FURNITURE AND LARGER ITEMS

When ordering furniture or larger goods, they will be shipped with a special courier to your delivery address. UK customers will be contacted by phone and can arrange time of delivery directly with the shipping company. Please make sure to be home at the address upon delivery. If you happen not to be home at the agreed time of delivery, your item might be returned to the warehouse. In that case, please contact us for further assistance.

SPECIAL COURIER SERVICES OVERVIEW

Curbside Delivery (5-10 business days)
The parcel will be delivered to the curb, and if this is not possible then as close to your delivery address as possible. You are responsible for getting the delivery from the curb into your home. This service does not include removal of any packaging materials nor pallets.

GLS Delivery (5-10 business days)
The parcel will be delivered to the curb, and if this is not possible then as close to your delivery address as possible. You are responsible for getting the delivery from the curb into your home. This service does not include removal of any packaging materials nor pallets.

Express Delivery (2-4 business days)
The parcel will be delivered to the curb, and if this is not possible then as close to your delivery address as possible. You are responsible for getting the delivery from the curb into your home. This service does not include removal of any packaging materials nor pallets. Please note, DSV ship the goods with FedEx or TNT. You will receive your tracking information directly from DSV, FedEx or TNT.

YOUR RIGHT TO CHANGE YOUR MIND AND CANCEL

You have the right to change your mind and cancel your order for any products (other than products which are clearly personalised or made to your specification) within 14 days of the date on which the products are delivered. If you place one order for several products and the order is split into separate deliveries, then the 14 days will start from the day after the last product is delivered to you. If the 14-day deadline expires on a public holiday in the UK or Denmark, the deadline is extended to the following business day.

You can change your mind and cancel the whole of your order, or just a part of it. The procedure and terms are the same as when you cancel the entire order, however, in the case of partial cancellation you will not be refunded any shipping costs.

You can notify us of your intention to change your mind and cancel your order by emailing us at webshop@fermliving.com or telephoning us on +45 7022 7523. You may, but do not need to, use the model withdrawal form shown below:
-----------------------------

For the attention of ferm LIVING ApS, of Kuglegaardsvej 1-5, 1434 Copenhagen K, Denmark, email address webshop@fermliving.com:
I/we (*) hereby notify you of my/our (*) withdrawal from the contract relating to the sale of goods (*) below:
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of the consumer(s) (only in case of notification of this form on paper):
Date:
---------------------------

You must then return the products to us as soon as possible, and must send them off within 14 days of the date on which you notified us of your intention to cancel the contract. For all products returned (which includes furniture and larger products), you will be required to bear all costs of the return shipment of your products to:

ferm LIVING
C/O DSV Solutions A/S
Mossvej 27
Port 682-696
8700 Horsens
Denmark

You should obtain and keep proof of shipment. If you don’t do this and we don’t receive the products at all or within a reasonable time we won't refund you the price.

You must return the products in the same condition that you received them, with all original packaging. We reserve the right to make deductions from your refund for products which are not returned in a resaleable condition. All shipping / transport costs as well as any other expenses in relation to returning the products such as secure packaging must be paid by you. If you do not pay the shipping / transport costs in full and as a result we have to make any payments for the return of the products, we reserve the right to deduct the costs incurred by us from the amount reimbursed to you.

Refunds
When you use the right of cancellation for the entire purchase, we refund you the price of the products, plus the cheapest available delivery charges. For example, 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. We will not refund any delivery charges for partial cancellations.

We will refund you either within 14 days of:

our receipt of the products from you, or
the date on which you notified us that you want to withdraw from the contract, if you can provide us with evidence that you have sent the products back to us.

We will refund you via the same means of payment as you used for the original transaction unless you have explicitly agreed to something else. In any case, you will not be charged any fees in connection with the refund.

FAULTY PRODUCTS

If you think there is something wrong with your product, you must contact our customer service team at webshop@fermliving.com. We recommend taking photographs of products that you think are damaged or faulty to support your claim.

You can also claim the product here

We must provide you with products that are as described to you on our website, are in accordance with these terms and that meet all of the requirements imposed by law.

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.

We may require you to return the products to us for inspection. We will either [arrange to collect the products], or we will ask that you return the products by shipping them to:

ferm LIVING ApS
c/o DSV Solutions A/S
Egeskovvej 6
Port 16-19
8700 Horsens
Denmark

We’ll refund any reasonable shipment charges you incur to return faulty products. Please obtain and keep proof of shipment.
Once we have received and inspected the products, if we agree that they are damaged, of unsatisfactory quality or misdescribed then we will refund you the price including any delivery costs by the same method used for payment.

WE CAN CHANGE PRODUCTS AND THESE TERMS
We can always change a product:

to reflect changes in relevant laws and regulatory requirements; and
to make minor technical adjustments and improvements that don't affect your use of the product.

We can change these terms at any time, so each time you want to place an order you should read the terms and conditions presented to you before you place your order.

OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.
We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

HOW WE MAY USE YOUR PERSONAL INFORMATION
We will only use your personal information as set out in our Privacy Policy.

OTHER IMPORTANT TERMS
We may transfer our rights and obligations under these terms to another organisation. We will ensure that the transfer will not affect your rights under the contract.
Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

These terms are governed by the law of England and Wales, and you can bring legal proceedings in respect of the products in the courts of England and Wales. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. We can claim against you in the courts of the country you live in.

DOWNLOAD OUR TERM AND CONDITIONS HERE

Updated 15. april, 2024.