FAQ

1. My order: Is it your first order, how do i do?
Your first order? Do not panic! Click on the item that you are interested in and select the correct size. Then click ”Add to cart”. Want to go to the checkout, click ”my cart”. You can now see which items you have in your shopping cart. If this is the first time you place an order, you will be asked to fill out basic information, the system will remember the information the next time you visit the site. You then choose delivery and payment method and then press "confirm order". You immediately get an order copy in your mailbox.

The amount is drawn on your card when goods are shipped from whiite.com, not before. There can never be deducted an amount greater than what you have approved the acquisition.

Has my order been shipped?
As soon as your order is sent from our stock, we will send an email confirming that your order is on its way.

Can I change my order?
Once your order has been confirmed, it is no longer possible for you to change it before we ship it.

Can I cancel my order?
No, you cannot. We handle your order as soon as we have received the order to guarantee fast delivery.
You are always welcome to call us at (+45) 55 56 40 75. The phone is open Monday to Friday 9:00 a.m. to 3:30 p.m.: We look forward to hear from you.

How do I change my item to something else?
If you want another size or color, we suggest you return the product and then buy the other product on the webshop: Whiite. We strive to deliver as ordered. In the event of error please contact customer service and we will send you a return label so that the goods can be returned. Please provide name, address and order number.

Complaints - the absence or failure of a product
We only want to deliver goods to our customers who are of top quality, so if your order is unfortunately defective or faulty, please return the product to us within 30 days of receiving your package. If you contact our customer service, please provide the following details: your order number, product code / name and description of the lack. Please include your invoice or information about your name, and a description of the lack.
The product will be replaced within 10 days of receipt.. In addition, of course, applies to a limitation period of 2 years. When a fault is customer approve this before returning.

Sent the item to:
HTM GROUP Ltd.
Taageskovvej 18
4733 Tappernoje
Denmark

The item I want is sold out - do you get more of them?
You are always welcome to call us and get an update on (+45) 5556 4075. We look forward to hear from you.

The product I bought is now cheaper – do you pay the difference back?
We cannot compensate customers who have already purchased a product that we put down the price.

3. Payment: How do I pay for my order?
We accept the following payment methods:
VISA / VISA Dankort
VISA
VISA Electron
MasterCard
Maestro
JCB

All prices are including Danish VAT 25%.

When you choose to go to the checkout, you will be taken to a secure server at Quickpay where you need to enter the following:
Credit Card Number
Expire date
Check digits

NOTE! The amount is first deducted from your account when the goods are sent from our stock.

Can I track my order?
All orders sent with GLS / UPS will be associated with a track-and-trace number. It can take up to 36 hours before the package is registered. If you have selected delivery by post (not package), the shipping will not be tracked.


Terms and conditions

 Introduction

www.whiite.com is owned and run by HTM Group, CVR-no 26596300, Rosenvængets Allé 25, 1., 2100 København Ø, phone number +45 55564075, whiite@htmgroup.dk

These sales and delivery terms apply to all products purchased on www.whiite.com for delivery in Denmark, Norway, Greenland, the Faroe Islands and throughout Europe.

  

Checkout and payment

www.whiite.com is open 24 hours a day, which means you are able to shop almost anytime. However, due to maintenance we might have to close the shop temporarily every once in a while. You can only make a purchase when the shop is open and accessible.

In order to shop on www.whiite.com you must be 18 years or older and in possession of a valid payment card, which we accept in the online store. If you are under 18 years, you can still purchase from the shop, either by getting acceptance from a legal guardian or if you in other ways have a legal right to make a purchase.

You choose the products you wish to purchase and place them in “add to cart”. You are able to edit the content of your cart all the way up until the time of checkout, and you can continuously check the content as well as the prices for the products.

Any additional payment such as shipping and payment card fees will not be calculated and added until you are ready to pay.

When you are ready to place your order, you click “next” and enter your name, address, e-mail address, telephone number and type of payment and delivery

You can edit the content in your shopping cart up until you confirm your purchase by pressing “Checkout and payment”.  Hereafter your order continues to www.whiite.com.

  

Receipt for order acceptance and order confirmation

Once you have ordered a product online, you receive a confirmation of our reception of your order. However, there has not been made a binding purchase until you have a received a final order confirmation.

 

14 days “right of cancellation”

When you shop online and at www.whiite.com you get 14 days “right of cancellation”, where you can inform us that you wish to cancel your purchase and afterwards you have 14 days to return the products to us.

The right of cancellation starts from the day you receive your order. If the deadline expires on a holiday, Saturday, Grundlovsdag, Christmas Eve or New Years Eve the deadline will be extended till the following weekday

In case of several products that has been ordered at the same time but delivered separately, or a product that is delivered in several batches, the 14-days period begins the day you receive the last product or batch.

After receiving the products, you may only handle the goods in such a way that you are able to determine the nature of the products, features and the way they function.

In order to enforce the right of cancellation, you must make sure to inform us in a clear way, no later than 14 days after receiving the product. If you wish to cancel you purchase, you must send an e-mail to ara@htmgroup.dk.

The model withdrawal form have you received with you package. If you need a new one, please use the one below or contact ara@htmgroup.dk

If you want to use the return label from Whiite, which is attached your packet, the price is 60 DDK / 8 euro.


The model withdraw:

Whiite warehouse

Taageskovvej 18

4733 Tappernøje, Denmark

customerservice@htmgroup.dk

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on:

Received on:

Name of consumer:

Address of consumer:

Signature af consumer (only if this form is notified on paper):

Date:


Impairment of return: if the products is not in the same condition, there will be an impairment. This applies to:

1) Products that have been used.

2) Damaging the products while holding responsibility for it.

3) Products without hang-tag.

The products is then valued as a used product, or there will be deducted from the cost of repair of the product.


Return

If you wish to cancel your purchase, the products must be sent to:

Whiite

Taageskovvej 18

4733 Tappernøje

Denmark

 

Upon returning the products, you must make sure that they have been packed responsibly. The customer holds the responsibility of the package until it is in our possession. For that same reason, it is important that you save your postal receipt as well as track and trace number.

The customer must pay the expenses, when returning products due to a cancellation.

 

IMPORTANT

We expect the customer to dispatch the products as soon as possible, after informing us about the cancellation, and they must be sent no later than 14 days after the cancellation.

Note! We do not accept packages sent by cash on delivery.

 

Documentation for your purchase including return form

You must enclose a copy of the order confirmation or other documentation for your purchase. Furthermore we ask our customers to enclose a filled out return form. This was received along with the invoice and the products.

 

Refund

After receiving the product, we check it and we will make sure to conduct the refund that has been paid when purchasing the product.

The amount will always be transferred back to the same type of payment that was used when purchasing. If a payment card was used, the amount will be transferred back to that same card that you used for the purchase.

 

NOTE:

You can lose your purchase amount partially or totally. This can happen if the value of the product has been decreased due to:

-          Using the product

-          Damaging the product while holding responsibility for it

-          Handling the product in a way that was not necessary in order to conclude the nature of the products, features and the way they function

-          Not following the restrictions in the right of cancellation regarding sealing, type of product etc.

 

www.whiite.com takes reservations for the estimated price when returning a used product, as www.whiite.com considers a used product as having a value of 0 DKK.

  

Claims – if the product has a defect

Your purchase is covered by the Sales of Goods Act, including the rules of defect. This means that you either can have your product repaired, replaced, get your money back or reduction in price, depending on the specific situation.

Naturally, it is required that the claim is legitimate and that the defect has not occurred due to incorrect use of the product or other damaging behaviour.

You must contact us within a “reasonable period of time”

You must make the claim within a “reasonable period of time” after you have discovered the product’s defect. We recommend that you claim as soon as possible and within 2 months after the defect has been discovered.

You must make the claim by contacting us via e-mail at whiite@htmgroup.dkor by telephone +45 55564075. Depending on the specific situation you will receive further instructions.

Afterwards, the product must be sent to:

 

Whiite

Rosenvængets Allé 25, 1.

2100 København Ø

Denmark


When returning the product, we ask you to inform, in as many details as possible, what the problem with the product is. Follow the instructions given by previous contact to our customer service – see contact information above.

 

By legitimate claims we refund reasonable shipping costs

If the claim is legitimate, we will refund your shipping costs when returning the product to us.  If the claim is not legitimate, you hold responsibility for all expenses for transport, including our shipping costs when returning the product after examination, just as well as we can charge an amount of up to 200 DKK for examining the product.

Remember that the product always must be sent in responsible packaging and remember to get a receipt when sending the package. You hold responsibility for the package/product until we receive it. Therefore it is important that you keep your postal receipt including information about shipping costs as well as track and trace number.

Note! We do not accept packages sent by cash on delivery etc.

Personal data

In order to shop online at www.miniature.com you need to inform the following as a minimum:

-          Name

-          Address

-          E-mail address

-          Telephone number/mobile phone number

 

This data will be saved along with information on which products you have purchased, for the following 5 years from the end of the financial year, the information is related to, in accordance with §10 of the Accountancy Act, and afterwards the information will be deleted.

If you created a login in order to conduct self service on the online store, your personal data including order information will not be deleted unless you request so.

The information will not be passed on or sold to a third party, unless it is happening in connection with a restructuring or a fully or partially sale of the company. A passing of this information in a situation like this will happen in accordance with the applicable Personal Data Act.

As customer it is possible for you to gain insight in our registration of data related to you, and you can oppose against a registration regarding the rules of this in the law about processing personal data and inquiry concerning this will happen to Head of Ecommerce Bettina H. via e-mail bho@htmgroup.dk

 

Cookies

By using www.whiite.com you accept that we use cookies. A cookie is a small data file that is placed on your computer in order to keep track of what happens during your visit on our website and in order to recognize your computer for potential future visits. A cookie is not a program and does not contain any virus at all. You can delete a cookie in your browser, depending on what kind of program you have.

 

Law and jurisdiction

Any products purchased on www.whiite.com are subjected to Danish law. Any potential disputes will be settled by the Danish courts.

 

 

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