Terms of service

Terms of Service for Nordisk Family ApS

Last updated: April 14, 2026

These Terms of Service ("Terms") govern your use of the website located at nordiskfamily.com (the "Site") and any related services provided by Nordisk Family ApS. By accessing the Site and placing an order, you agree to be bound by these Terms.

1. General Information & Contact

Nordisk Family ApS

Nordre Fasanvej 215

2000 Frederiksberg

Denmark

Company Reg. No.: 39866439

Email: kontakt@nordiskfamily.dk

Phone (customer support):

Phone: +45 89 87 70 54

Phone hours: Weekdays 10:00–14:00 (CET)

Nordisk Family® is a registered trademark.

2. Orders, Prices & Payment

2.1. Agreement: A binding agreement between you and Nordisk Family ApS is concluded when your order is confirmed by us. We will send an order confirmation to the email address you provided during checkout. It is your responsibility to verify that the details in the confirmation are correct.

2.2. Prices: All prices are stated in the currency selected (DKK, SEK, or EUR) and, for customers within the European Union, are inclusive of Value Added Tax (VAT). We reserve the right to update and change prices on the Site at any time without prior notice. The price applicable to your order is the price displayed on the Site at the time the order is placed. We maintain a reservation for pricing errors, sold-out items, force majeure, currency changes, and delivery delays.

2.3. Payment: We accept payment through Shopify Payments, which includes major credit cards (VISA, Mastercard, Maestro, etc.) and other local payment methods displayed at checkout. Payment is charged to your account at the time the order is placed. All payment information is encrypted using SSL (Secure Socket Layer) technology and is processed securely by our payment provider.

2.4. Right to Cancel or Refuse Orders: We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. This right applies, but is not limited to, situations where:

  • We suspect fraudulent activity or unauthorized use of payment methods.

  • We identify abuse of special offers, discount codes, referral programs, or campaigns.

  • We have reason to believe the purchase is made for commercial resale or business purposes not authorized by us.

  • The order is placed by a person under the age of 18 or lacking legal capacity.

  • Pricing or product information errors have occurred on the Site.

If your order is cancelled after your payment method has been charged, we will issue a full refund to the original payment method.

3. Shipping & Delivery

3.1. Processing: Our goal is to dispatch all orders within one business day of receipt.

3.2. Delivery Times & Couriers: We deliver to Denmark, Sweden, Germany, the Netherlands, and Austria. Estimated delivery times are as follows:

  • Denmark: 1-3 business days (PostNord, DAO365)

  • Sweden: 2-5 business days (PostNord or its local partners)

  • Germany: 2-5 business days (PostNord or its local partners)

  • Netherlands: 2-5 business days (PostNord or its local partners)

  • Austria: 2-5 business days (PostNord or its local partners)

Please note that delivery times are estimates and may be longer during peak periods or holidays.

3.3. Lost Parcels: In the event that a parcel is confirmed lost in transit by the courier, we will bear the responsibility and ensure a replacement is sent.

3.4. Pre-Orders: Please note that the standard processing and delivery times outlined in these Terms do not apply to items purchased on pre-order. The expected dispatch timeframe for a pre-ordered product will always be clearly communicated on the specific product page. If your order contains both in-stock items and a pre-ordered item, your entire order will be held and shipped together once the pre-ordered item is ready for dispatch.

4. Subscription Terms

This section applies to all purchases made as a recurring subscription.

4.1. No Binding Period: Our subscriptions have no minimum binding period. You may cancel your subscription at any time.

4.2. Subscription Management & Cancellation:

  • Self-Service: You can manage, pause, or cancel your subscription at any time through the self-service customer portal. Cancellations made via the portal are effective immediately, provided the upcoming renewal order has not already been processed and shipped.

  • Customer Service: If you wish to cancel by contacting customer service, you must do so no later than 48 hours before your next scheduled renewal date to ensure we can stop the shipment.

    4.3. Customer Responsibilities: It is your sole responsibility to ensure that your delivery address, contact information, and payment details are kept up-to-date in the customer portal. Nordisk Family ApS is not liable for orders shipped to an incorrect address provided by you.

    4.4. Price Changes: We reserve the right to change the price of our subscriptions. Any price changes will be communicated to you via email with a minimum of 30 days' notice before they take effect.

5. Right of Withdrawal & Returns

5.1. Our Priority on Safety: Our highest priority is the safety and integrity of the products our customers receive. For this reason, specific conditions apply to the return of our products, which are classified as food items.

5.2. Exemption to the Right of Withdrawal: In accordance with EU consumer law (Directive 2011/83/EU), the standard 14-day right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

5.3. Definition of "Sealed Goods": This applies to our products where the product's own packaging (the box) has a seal that has been broken or tampered with. Breaking this product seal voids the right of withdrawal. This strict policy ensures that every customer receives a product that is untouched and guaranteed to be safe. Any returned product with a broken seal will be disposed of and not refunded.

5.4. Exercising the Right of Withdrawal: If you wish to withdraw from your purchase, you may do so within 14 days of receiving the goods, provided the product seal is intact and unbroken. To exercise this right, you must notify us of your decision in a clear statement via email at kontakt@nordiskfamily.dk. You cannot withdraw by simply refusing delivery without prior notification.

5.5. Return Process: Once you have notified us, you must return the goods without undue delay and no later than 14 days from the date of notification. You are responsible for the direct costs of returning the goods and for ensuring they are packaged securely. You bear the risk for the goods until we have received them.

6. 100% Satisfaction Guarantee (Voluntary)

In addition to your statutory rights, we offer a 100% Satisfaction Guarantee under the following conditions:

6.1. Scope: The guarantee allows you to open and use the product. If you are not satisfied, you may request a full refund of the product's purchase price.

6.2. Validity: The guarantee is valid for 30 days from the date you receive your order. It is applicable only to a customer's first-time purchase of a specific product type to prevent misuse.

6.3. Process: To invoke the guarantee, you must contact us at kontakt@nordiskfamily.dk within the 30-day period, including your order number. You will then be required to return the remainder of the product in its original packaging. You are responsible for the direct costs associated with the return shipment.

6.4. Refund: Upon receipt of the returned product, a full refund for the product's purchase price will be issued to your original payment method. Original and return shipping costs are non-refundable.

7. Warranty / Right to Complain

In accordance with the EU Sale of Goods Act, a 2-year warranty is granted for defects in material and/or manufacturing. This warranty does not cover faults or damages caused by incorrect handling of the product. Complaints regarding defects must be made in a "reasonable time" after you have discovered the defect. If the complaint is justified, we will refund reasonable shipping costs.

8. Governing Law & Dispute Resolution

8.1. Governing Law: These Terms and any agreements for the purchase of goods from us shall be governed by and construed in accordance with the laws of Denmark.

8.2. Dispute Resolution: If a dispute arises that we cannot resolve amicably, you have the right to submit a complaint to the Danish Dispute Resolution Centre.

Center for Klageløsning, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark.

8.3. Online Dispute Resolution (ODR): If you are a consumer residing in another EU country, you can submit your complaint to the EU Commission's Online Dispute Resolution platform here: http://ec.europa.eu/odr. When filing a complaint, you must provide our email address: kontakt@nordiskfamily.dk.