Terms of Trade

Right of withdrawal
There is a 14-day full right of return on items purchased in our webshop. Please note that this does not apply to purchases via our story sale Instagram if it has been stated in the story that there is no right of return (e.g. for special story sales on shopping trips).

The period is calculated from the day you receive the order.

You must bear the return costs yourself.

Cancellations must be notified to us no later than 14 days after purchase and you must return the shipment no later than 14 days after cancellation.

The notification must be given by email to support@soulful.dk. In the notification, you must clearly inform us that you wish to exercise your right of withdrawal.

The right of withdrawal does not apply to digital products.

Return
When returning, it is the customer's responsibility to pack the item properly. If the item is returned in a defective condition, no refund will be given.

The customer pays for return shipping, and return packages must be sent to the address below and not to a parcel shop. Remember to include the order number in your package.

Have you regretted a purchase? In that case, you can return your order including the order number to us. Remember to pack it carefully so that it is intact when it reaches us. We do not accept damaged return products.

When you send a return, you must send it with delivery to our showroom:

Soulful ApS
Seeding Ring Road 2
6710 Esbjerg V
Denmark

Please note that DAO does not deliver to business addresses. If it is sent with business delivery, it will be delivered to a parcel shop. It is your responsibility to ensure that the package is delivered correctly, and we do not collect packages from parcel shops.

NOTE! When we receive the returned package, it may take up to 7 days before it is processed. If you are in doubt, please feel free to write an email to support@soulful.dk.

The condition of the item when you return it
You are only liable for any deterioration in the value of the goods caused by handling other than what is necessary to establish the nature, properties and functioning of the goods. In other words – you can try the goods in the same way as if you tried them in a physical store.

If the item has been tried on beyond what is described above, we consider it used, which means that if you cancel the purchase, you will only receive a portion or none of the purchase amount back, depending on the commercial value of the item.

To receive a full refund, you must do the same as you would in a physical store. You may try the item out, but not actually use it.

Gifts
If your order included a free gift as part of a promotion, purchase over a certain amount, or similar, the gift must be returned with your order if you wish to exercise your right of return. If the gift is not returned, we reserve the right to withhold 50% of the order value upon refund.

During campaigns, a maximum of 1 gift is given per customer per campaign - even if orders are made from different email addresses. Contact our customer service at support@soulful.dk if you wish to purchase more of the gift in question, and we will help you.

We only give gifts with orders in campaigns while stocks last.
Gifts are only included with the purchase of physical products. Not with online courses or gift cards.

Digital products
There is no right of cancellation or return on digital products, including courses, guides, workbooks, etc. since your product is delivered to you immediately after your purchase. Once a digital product is purchased, the money will be deducted from your account within 1-3 days.

You will have access to your digital products from the moment you place the order, where you will receive a link to your product.

You have access to your purchased courses on the course portal for 1 year from the date of purchase.

Payment
Soulful accepts payment with Dankort/VISA-Dankort, VISA, VISA Electron, Mastercard and JCB. In addition with Mobilepay. Payment will only be debited from your account when the item is shipped, unless otherwise agreed upon in writing.

All amounts are in DKK. Danish kroner and are incl. VAT. No additional fees will be charged. The fee you see in your confirmation email is the VAT - it is included in your price, and will therefore not be deducted separately.

Soulful uses an approved payment server that encrypts all your card information with SSL (Secure Socket Layer) protocol. This means that your information cannot be read.

Delivery
Normally I can get your package shipped within 2-5 working days, but there may be periods of longer delivery times of up to 7 days .

If you have ordered a package where there has unfortunately been an error in inventory management and one of your products is not in stock, we will notify you by email.

We always ship domestically with GLS, where you can choose home delivery or delivery to a parcel shop. If you have any questions or wishes regarding delivery, please contact us at support@soulful.dk.

A parcel shop may be full during busy periods, which may mean that your package is delivered to another parcel shop. We disclaim responsibility here and hope for your understanding.

Abroad
Prices for shipping to Greenland are indicative, and if you have ordered goods for more than 1 kg, we will contact you subsequently by email regarding the shipping price.

Uncollected packages at the parcel shop
For packages that are not picked up at the parcel shop or cannot be delivered due to incorrect delivery information from the customer, we reserve the right to charge 50 DKK to cover the additional return shipping cost that Soulful pays for this.

If you want the package to be resent, this costs DKK 39 for parcel shops / DKK 59 for delivery to private individuals and DKK 50 to cover the additional shipping cost.

Please note: It is your responsibility to keep an eye on your tracking number and ensure that you collect your package on time. If, contrary to expectations, you have not heard from GLS within 2 days after your package has been shipped, you are always welcome to contact us at support@soulful.dk , and we will help you find out how far your package is.

Complaint
For damaged products, or products that have errors or deficiencies, please contact us at support@soulful.dk - and we will figure it out together.

There is a 2-year warranty period according to the Danish Sales Act. Our warranty applies to defects in material and/or manufacturing.

The complaint does not apply to errors or damage caused by incorrect operation of the product, such as a lost crystal. If you lose your crystal from your jewelry, we can unfortunately only consider it a complaint if you still have the crystal itself.

Soulful will cover return costs to a reasonable extent.

Packages sent on delivery will not be accepted.

Our Outlet category contains imperfectly perfect crystals with blemishes and small defects, the category is priced accordingly, and the crystals from this category are not accepted as complaints afterwards.

Refund
If a refund has been agreed, please contact us at support@soulful.dk so that we can transfer the agreed amount.

Error in inventory management
During major shop updates or large drops, our system can sometimes have difficulty keeping up. Unfortunately, this can result in double sales. In this case, we will let the item go to the first person to complete the payment and let you know via email if the product is unfortunately sold out. We will be able to give you an alternative in most cases, but all crystals are unique, and therefore it will not be possible to find one exactly like it. We are very sorry that this happens, and hope for your understanding that it is not with our good will.

Prices
We reserve the right to make errors on the website. If a price is clearly incorrect and you should have reasonably discovered this, we are not obliged to deliver the product in question at the incorrect price.

GDPR/Personal Data Security
To shop at Soulful, we need the following information:

• Name
• Address
• Telephone number
• Email

The collection of this information is necessary for us to deliver your goods to you, this information is recorded and stored securely in our system for future purchases. Information such as name, address, country, telephone number and email provided to Soulful will be shared with GLS in connection with the dispatch of your order. We do not record any personally sensitive information about you.

When personal data is collected via our website, we ensure that it always happens with your consent, so that you are informed about exactly what information is collected and why.

According to the Personal Data Protection Act, your personal information must be kept secure and confidential, which is why we store your information in our systems, which are not accessible to unauthorized persons outside the company.

You can always be informed about the collected personal data by contacting us by email at support@soulful.dk . You can always object to the registration of your information, you are granted these rights under the Personal Data Act, and you can also contact us in this connection by email at support@soulful.dk .

Cookies
Cookies are small data files that are stored on the hard drive of your computer or other IT equipment. Cookies make it possible to recognize your IP address and can collect information about which pages you visit and which functions you use when you are on our website.

Cookies are not stored in our systems, but are stored locally on your IT equipment, which is why we cannot delete your cookies. You must therefore ensure that you delete these cookies from your computer yourself if you are not interested in this.