When you place an order through our website, our system will automatically send an order confirmation to your email address. Once you have received the order confirmation, a binding agreement has been made.
Neben accepts the following payment methods:
Payment for your order will only be charged when the products are dispatched. If your order is delivered in separate shipments, we will only charge the amount corresponding to the products actually delivered.
If your order includes a custom-made product, payment will be charged when production begins.
When your order is dispatched from our workshop, we will send you an email with further information about the expected delivery time and delivery date.
We only deliver to addresses in Denmark.
Our standard delivery time is 4–6 weeks from the date we receive your order. Shorter delivery times may apply to certain product categories. You can find the expected delivery time on the product page for each item on our website.
We offer the following delivery options:
Delivery with PostNord to a private address, and delivery with GLS to a parcel shop or private address.
We offer free delivery on orders over DKK 500.
You have a 14-day right of withdrawal when you shop with us.
If you have purchased several products, you may choose to withdraw from only part of your order.
The withdrawal period expires 14 days after the day on which:
If you have ordered several products from us and they are not delivered at the same time, your withdrawal period begins when you receive the last product in your order.
If the withdrawal deadline falls on a public holiday, a Saturday, Danish Constitution Day, Christmas Eve or New Year’s Day, the deadline will be extended to the following business day.
What should I do if I want to withdraw from my purchase?
If you wish to withdraw from your purchase, you must let us know before the withdrawal period expires. You can do this by sending an email to bd@neben-neben.dk.
In your message, please clearly state that you wish to exercise your right of withdrawal, and whether you wish to return all or part of your order. You can find an email template at the bottom of this page.
Returning your product and return costs
Once you have let us know that you wish to withdraw from your purchase, you must send or deliver the product to:
Neben
Att. Bjørn Dannesboe
Østrupvej 29,
7130 Juelsminde
The product must be returned no later than 14 days after you have informed us that you wish to return it.
You are responsible for paying the return costs.
Some products, such as our Mezzo coffee table, cannot be returned by regular post. The expected return cost for products of this type is usually around DKK 1,200.
Refunds when exercising the right of withdrawal
If you withdraw from your entire purchase, we will refund the full purchase amount, including any delivery costs. However, this does not apply in the following cases:
We will refund the purchase amount without undue delay and, in any case, no later than 14 days from the date on which we receive notice of your decision to withdraw from the purchase.
The refund will be made using the same payment method you used for the original transaction, unless you have expressly agreed to another refund method. You will not be charged any fees for the refund.
However, we may withhold the refund until we have received the products back, or until you have provided documentation showing that the products have been sent or delivered back to us.
Packaging and the condition of returned products
When returning a product to us, it must be returned in its original packaging.
You are entitled to open the packaging to inspect or test the product. However, if the packaging is missing or damaged, this may reduce the value of the product, and we may deduct an amount corresponding to that reduction in value from your refund.
As regards the product itself, you are only liable for any reduction in value if you have handled or used the product in a way that goes beyond what is necessary to inspect its condition, features and properties.
It is your responsibility to make sure that the product is securely packaged when you return it. You bear the risk for the product until we have received it.
Claims for defective products
As a customer, you have a 2-year statutory right to make a claim for defects under the Danish Sale of Goods Act if the product has a defect.
This means that, as a starting point, you are entitled to have the product repaired or replaced. If the product cannot be repaired within a reasonable time, you may, depending on the circumstances, be entitled to a price reduction or a refund.
How do I make a claim?
If you wish to make a claim regarding a defect, please contact our customer service by email at bd@neben-neben.dk within a reasonable time.
We recommend that you contact us as soon as possible after discovering the defect. If you make your claim within two months of discovering the defect, your claim will always be considered timely.
Please include a photo of the product together with a description of the issue.
If your claim is approved, we will send you a return label so you can return the product at no cost to you.
When returning the product, please make sure that it is securely packaged and that you keep the receipt, so we can refund your reasonable shipping costs.
Complaints
If you wish to complain about a purchase made from our webshop, please first contact our customer service by email at bd@neben-neben.dk.
If we are unable to find a solution together, you can submit a complaint to the Mediation Team for Consumer Complaints. If we still cannot agree on a solution, you may take your complaint further to the Danish Consumer Complaints Board.
You can read more about the Mediation Team for Consumer Complaints and the Danish Consumer Complaints Board, and submit your complaint through the complaint portal here:
Email template if you wish to withdraw from your purchase
If, contrary to expectations, you regret your purchase, you are welcome to use the template below when emailing us at bd@neben-neben.dk.
Dear Neben,
I hereby wish to exercise my right of withdrawal in relation to my purchase.
Order number:
Name:
Address:
Email address:
Phone number:
I wish to return:
My entire order
or
The following products from my order:
I received the product/products on:
Date:
Best regards,
Your Name
Your personal data will be used to process your order, support your experience on the webshop, and for other purposes described in our privacy policy found here.