Frequently Asked Questions

  • DO YOU HAVE A RETAIL STORE?

    Our products are sold through retailers all over the world. If you want to see the product in “real life” you can find a store near you in our store locator.  

    Find a retailer
  • I HAVEN’T RECEIVED YOUR NEWSLETTER?

    It is probably because your email software is treating mails from us as spam mails and therefore sending them to your spam folder! To solve this problem, please add info@fermliving.com to your email address book and you should be able to receive our newsletter.
     
    If this doesn’t solve the problem, maybe you have typed a wrong email when you signed up with us. Try to sign up again.
  • WHAT CURRENCIES DO YOU ACCEPTED IN THE WEBSHOP?

    Products can be purchased in DKK, EUR, SEK.
     
    DKK, EUR, SEK is including Danish VAT 
     
  • HOW CAN I PAY?

    We accept VISA, VISA Electron, Mastercard, Maestro, Dankort, Eurocard, JCB, American Express (PLEASE NOTICE: Only local currency for Amex - DKK).
     
    No credit card fees are charged by us.
  • WHEN WILL MY CREDIT CARD BE CHARGED?

    Your credit card will not be charged until the package has left our warehouse.
    It is not possible to charge a higher amount than the one approved by you.
  • CAN I CHANGE OR CANCEL MY ORDER?

    It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you.
     
    It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method. 
     
    If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded.
  • WHY HAVEN’T I RECEIVED MY ORDER/SHIPPING CONFIRMATION EMAIL?

    If you haven’t received your shipping confirmation, it is likely your order hasn’t been shipped yet. Orders are normally sent within two working days after receipt of your order, but delays can occur. It is also possible that your order was shipped and the notification wasn’t send due to a technical error. If it has been more than 5 days since you placed your order, please contact us. 
     
    If you didn’t receive an order confirmation email, don’t place a new order until you are sure the order didn’t go through. Otherwise you may end up with a duplicate order. Please contact customer service in order to verify if we have received your order.
  • HAS MY ORDER BEEN SENT YET?

    As soon as your order is sent from our warehouse, you will receive an email with a tracking number. 
     
    If you haven't received your order after 2 weeks – please contact our customer service
  • HOW AND WHEN IS MY ORDER DELIVERED?

    All packages are sent from our warehouse in Denmark within two working days after your order has been placed.
     
    The normal delivery time from the package has left our warehouse is:
     
    1 working day to Denmark
     
    2-3 working days to Europe
     
    4-8 working days to the remaining destinations
  • CAN I TRACK MY ORDER?

    As soon as your order is sent from our warehouse, you will receive an email with a tracking number. 
  • I HAVEN’T RECEIVED ALL THE PRODUCTS I ORDERED?

    If you haven’t received all the products you ordered, please contact our customer service. If you send us a mail, please include your order number.
  • WHAT SHOULD I DO IF A PRODUCT IS DAMAGED OR I HAVE RECEIVED A WRONG PRODUCT?

    We want all our customers to receive high quality products. If the product you have received is damaged or you have received a wrong product, please contact our customer service.
     
    If you send us a mail regarding a damaged product, please include as many details as possible as well as a picture of the product. A picture often says more than a thousand words.
  • CAN I RETURN A PRODUCT – AND WHAT IS REFUNDED?

    You may change your mind within 14 days of receiving your items.
    You have to notify us before the 14 days if you want to return your order.
    Please Contact us on e-mail: info@ferm-living.com here if you want to return a product.

    After you have received the items you ordered, you may carefully examine and try the items with in the period of 14 days, but only in a manner as you would if you examined the products in any of our offline resellers.
    Have the items been used in excess of what is normal in order to examine them, you will be held liable for the decrease in value of the items the use has caused.
    Where applicable we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. The refund will be paid back to the credit card used to pay for the order within 14 days of receiving the notification or the model withdrawal form.

    However the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.
    The shipping expenses for returning an order are not covered by us, and must be paid by you, and must also be arranged by yourself. 

    The items are your responsibility until they reach our warehouse. Please make sure you pack the return safely to prevent any damage to the products or boxes. Make sure the product’s original packaging is intact. Please keep receipts and tracking numbers as proof of sending the items back.
     
    How to return an item:

    1. Notify us within 14 days that you want to return something
    2. Send your items and the original packaging back to us within 14 days from your
    notification.
    3. Fill out the return form, and send it along with the items you want to return.
    4. The return shipment cost must be paid by you, and is not covered by ferm LIVING ApS.
    5. You will receive your refund within 14 days after we receive the notification. However the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.
    6. If the items are not received in their original packaging and in the same condition as you received it a deduction can be made in your refund similar to the decrease of the value of the items
     
    Our return address is:
    System Transport A/S
    att.: ferm LIVING ApS
    Transportcenter Alle 19
    DK-7400 Herning 
    Denmark
     
    Return Shipping Costs
    The return shipment cost must be paid by you, and is not covered by ferm LIVING ApS. Please see below for estimates on return shipping costs.

    DENMARK: 100-150 DKK
    EUROPE: 25-100 EUR
    EUROPE (NON-EU): 80-150 EUR
    REST OF THE WORLD: 100-150 USD

    Based onstandard carges for a small package of approx 1kg weight. Denmark: Based on Post Danmark package from 1-5 kg. Please contact Post Danmark directly for at qoute for your package.

     
    DAMAGED OR FAULTY ITEMS
    We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact us at: info@ferm-living.com
    If you send us an e-mail, please include as many details as possible including your order number as well as some pictures if there is something wrong with one of the products.
    All products come with a 12 month warranty. If something is wrong with the product, your claim should be sent to us as soon as possible from the time that you notice the problem. 
    
    You can either have a new product sent, a discount or return the product for a refund. This will be decided from case to case. Accordingly, the provisions on defects in the Danish Sales Act apply.
    If you send back damaged or faulty items please fill out the return form that came with your order. Send it along with the items you wish to return.

    If your claim is valid we will of course cover your shipping expenses for returning the item to us. Please provide us with documentation for your expenses.
    The items are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent (any further) damage to the products or boxes. And please keep receipts and tracking codes as a proof of sending the items back.
     
    REFUNDS
    If applicable we will give you a full refund of the purchase price, including shipping charges for the items that you return to us. The refund will be paid back to the credit card used to pay for the order within 14 days of receiving the notification. However the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.
    
  • WHERE CAN I FIND A RETURN FORM?

    If you have lost the return form you can find a new one here. 
     
     
    Follow the instructions on the form and remember to include your order number. Enclose the form with your returned products.
  • CAN I EXCHANGE THE PURCHASED PRODUCT TO ANOTHER ITEM?

    Unfortunately it is not possible to exchange products. If you require a different product than the one you purchased, you will have to place a new order online and return the original product for a refund.
     
  • WHEN WILL I RECEIVE MY REFUND?

    It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.
     
    If you haven’t received your refund 3 weeks after returning the products, please contact customer services.
  • THE FREIGHT WAS NOT INCLUDED IN MY REFUND?

    We refund what you have paid for the goods – but not the freight.
  • THE REFUNDED AMOUNT IS NOT CORRECT?

    We are very sorry if we made a mistake with your refund. Please contact customer service  and we will sort it out for you asap.