Terms and conditions
Payment
You can pay with Dankort/VISA-Dankort, VISA, Visa Electron, Mastercard, Maestro, Mobile Pay, Google Pay, Apple Pay.
The amount will be deducted when the item is shipped.
SHIPPING AND DELIVERY
All packages are sent insured, and we deliver on all weekdays. We deliver with either DAO, GLS, or PostNord.
Delivery Time - Denmark
Delivery time to addresses in Denmark is 1-3 working days.
MATTERS Copenhagen offers free shipping to a nearby parcel shop on all Danish orders over 600 DKK.
Delivery Time - Europe
For customers residing in Europe, the delivery time is typically 3-4 working days. Delivery costs are borne by the customer.
How to Return an Item
As a consumer, you have a 14-day right of withdrawal when you shop with us. The cancellation period expires 14 days after the day you receive your item. The deadline means you have 14 days from receipt to notify us that you wish to cancel your purchase.
You can send an email to info@matterscph.com. Returned items must be in their original condition, with all original tags. We only accept returns that are undamaged and unused. We do not accept returns sent to a parcel locker or other collection points.
Return packages must be sent with delivery to:
MATTERS Copenhagen ApS
Søtoften 43
2820 Gentofte
Denmark
You are responsible for return shipping costs and are liable for the item until it is received by MATTERS Copenhagen. Please save your shipping receipt until you receive your refund.
Returns (Orders in Denmark)
If you want to return an item, follow these steps:
- Use our return portal to register the items you wish to return. You can find it by clicking here: https://return.shipmondo.com/matterscph
- Once you have entered your order details and chosen the return reason, we will send you a QR code, which you can show at the parcel shop where you drop off your package. The parcel shop will then print a label and send the package to us.
You don’t need to do anything else. Once we have received your return, we will transfer the money and deduct a handling fee.
You can expect 3-5 days of processing time from when the return package is received, until the money is refunded.
Returns (Orders Outside Denmark)
If you want to return an item, follow these steps:
- Email info@matterscph.com explaining why you want to return the item.
- Return the item to MATTERS Copenhagen ApS, Søtoften 43, 2820 Gentofte, Denmark with direct delivery.
You don’t need to do anything else. Once we have received your return, we will transfer the money and deduct a handling fee.
You can expect 3-5 days processing time from when the return package is received, until the money is refunded.
EXCHANGES
If you wish to exchange for a different style, size, or color, please return the original item as described above, and place a new order.
INCORRECT ITEM
We always strive to deliver as ordered. If an error occurs, please contact info@matterscph.com. The item can, of course, be returned free of charge. Please provide your name and order number when contacting us.
RIGHT OF COMPLAINT
When you shop with us as a consumer, the Sale of Goods Act’s rules apply to purchases of goods. This means you have a 24-month warranty. The warranty covers defects that were present at the time of purchase. The warranty does not cover errors, damage, or wear and tear, directly or indirectly caused by improper use or lack of maintenance. You can file a complaint by contacting us via email at info@matterscph.com. To help us assess your complaint, please provide the following:
- Send us a brief description of how damage or defect occurred. Please note that you should contact our customer service as soon as you discover the defect.
- To document the defect, please send at least 1-2 photos along with the description. The defect must be clearly visible in at least one of the pictures.
- Send the pictures via email to info@matterscph.com.
- Please state the order number on which the item was purchased.
- Once we have received your pictures, we will process your complaint as quickly as possible. If the complaint is justified, we will, of course, refund your reasonable shipping costs. Note, we do not accept packages sent by cash on delivery or similar or sent to a parcel shop.
GIFT CARDS
Gift cards issued by MATTERS Copenhagen are valid for 12 months from the date of purchase. After purchasing a gift card, a discount coupon code will be sent. The code is used to redeem the gift card.