FAQ and Terms and conditions

General information:

Remix by Sofie
Frederikssundsvej 180 C
2700 Brønshøj
CVR. no. 20 38 54 99
Phone: +45 4940 60 80
Mail: kundeservice@remixbysofie.dk

See opening hours and information about the store here.

Purchase of goods and shipment

It is easy and safe to shop at remixbysofie.dk. When you complete an order, you will receive an order confirmation by email. Always check that your information is correct and remember to check the spam filter. If the email address is entered incorrectly, you will not receive an order confirmation or Track & Trace from GLS.

The amount will only be deducted when the order is shipped, but will be reserved in your account when ordering.

If your order has a backorder, it will only be shipped when all items are in stock, unless otherwise agreed.

We reserve the right to make typos, price changes, sold-out items and delivery failures from suppliers. Many of our products are handmade, and variations in colour, glaze, shape and small air bubbles in mouth-blown glass are a natural part of the product’s expression. Product images are therefore indicative.

Unless otherwise stated, items are sold individually.

We pack recycled materials to minimize waste and ship as responsibly as possible.

This is how payments are made

At Remix by Sofie you can pay with MobilePay, Dankort, VISA/Dankort, VISA, VISA Electron and Mastercard.

When paying with VISA and Mastercard, the amount will be reserved in your account when you place an order and will only be deducted when your order is shipped.

All prices are in DKK and include VAT.

We use an approved payment solution where all card details are encrypted via SSL (Secure Socket Layer). This means that your payment details are processed securely and cannot be read by unauthorized persons.

Pick up your order at the store.

If you have chosen to pick up your order in store, please collect your order as soon as possible and no later than 14 days after ordering.

If the order has not been picked up before then, we will contact you to arrange shipping on your behalf.

Have you not received your package?

If you have not received your package, it may be due to several circumstances.

We recommend that you first check your Track & Trace via GLS. Here you can see if the package has been scanned, delivered or if an incident has been registered along the way. Go to GLS Track & Trace

If the package is registered as delivered to GLS, but you have not received it, please contact GLS directly and create an alert. It is the recipient who must initiate this process at GLS. Request your package

If there is no scan on Track & Trace, we recommend that you check your order confirmation. Your order may contain:

• a pre-order item (pre-order), or

• a backorder item.

If your order contains a backorder, the order will only be shipped when all items are in stock and can be shipped together, unless otherwise agreed.

If you are in doubt, please feel free to contact us here at kundeservice@remixbysofie.dk.

Shipping and delivery to Denmark

We pack and ship orders every weekday. If your order is placed before noon, we will normally ship the same day. In case of busyness, an extra day of treatment may occur.

We work with GLS, and you can choose delivery to a parcel shop, business address or private address. The package gets its first scan when it is picked up from our warehouse.

If you choose delivery to a parcel shop, you have 7 business days to pick up the parcel. It will then be returned to us automatically.

Most packages are delivered within 1-3 business days after shipment. GLS also delivers to parcel shops on Saturdays.

There is free shipping to the parcel shop for purchases over 799 kr. For purchases under 799 DKK, the shipping is calculated automatically in checkout.

Please note that we have temporarily removed the gift wrapping option.

What happens if you don’t pick up your package?

If your package is not picked up at the parcel shop within the deadline, or if you refuse to receive it, it will be returned to us.

GLS will charge us a fee for the return. You will be charged $59 in the amount you need to pay back. The amount covers handling and return shipping.

We will always contact you if a package returns, as it may be due to missing pickup or incorrect contact information.

If you want the package sent again, it costs 59 kr. for return handling and new shipping of 39 kr. The amount will be transferred via MobilePay to 24 33 18, before we return the package.

Has a product broken in your package?

If you have received an item that has been damaged during transport, the damage must be reported within 3 working days after receipt or collection in the parcel shop. GLS only covers transport damage that is reported within this deadline.

Therefore, always check the package immediately when you receive it. If the damage is reported too late, we unfortunately cannot guarantee compensation, as GLS does not consider it as a transport damage.

Send an email to kundeservice@remixbysofie.dk

Once we have received the documentation, we will create a case at GLS. If the damage is reported in a timely manner, we will send a new item as soon as possible if it is in stock.

 and attached:

• Pictures of the box from all sides

• Image of package label

• Image of the damaged item

• Image of the entire package, including packaging and filling

• Your order number

Once we have received the documentation, we will create a case at GLS. If the damage is reported in a timely manner, we will send a new item as soon as possible if it is in stock.
OBS! You need to save boxes and paper for 2 weeks after the notification – as GLS can request additional images.

Have you received an incorrect item or are you missing an item?

If you have received an incorrect item or if something is missing from your order, please contact us as soon as possible at kundeservice@remixbysofie.dk.

Please state your order number and clearly describe what you have received or what is missing. Send pictures of what you have received.

We will then send the correct item and send a return label if the wrong item needs to be returned to us.

Of course, we apologize if there has been a mistake – unfortunately, this can happen once in a while, and we will get it resolved as soon as possible.

I would like to exchange a gift – how do I do this?

Unfortunately, we do not have the opportunity to exchange products.

If you want another item, you must order the desired item on the webshop and send the original item back after our return instructions.

If you have approved a return, the amount will normally be refunded to the card used to pay for the item. If you instead want a gift card, you can inform us of this when returning it. The gift card will then be sent to the email address you provide.

Return policy and cancellation policy. 

How to return items

At Remix by Sofie we offer a 30-day return policy on items purchased both on the webshop and in the store. This is an extended service beyond the 14-day right of withdrawal provided by the Consumer Contracts Act for online purchases.

The return period is calculated from the day you receive the item until the day you send it back.

For purchases made in a physical store, the following applies:
Here we also offer 30 days, but we only give you your money back for the first 14 days. Then – and until day 30 – a voucher will be issued.

You can order a return label via our return portal. Go to the return portal here.
Here you also fill out your return request. We ship with GLS, and the price is DKK 30 up to 15 kg

You can attach the return policy or a copy of your order confirmation as documentation of your purchase.

Return address:
Remix by Sofie
Frederikssundsvej 180 D
2700 Brønshøj
kundeservice@remixbysofie.dk
+45 49406080

We do not receive packages sent by COD or packages sent to the parcel shop/post office. If you use a different shipping method than the recommended one, it is your responsibility to ensure that the package arrives safely.

Important

Failure to collect your package in the package shop or rejection of a package will not be considered as a withdrawal. For unclaimed packages, we deduct DKK 59 to cover our costs.

Christmas gifts:
Christmas gifts can be purchased from November 1st and can be returned until February 1st. If you buy before – we can only give you a gift card.

Cancel your purchase.

Here you can request to cancel an order that has not yet been processed or shipped.

This function can only be used while the order is still pending processing. Therefore, we cannot guarantee that the order will be cancelled if the package has already started.

If you have received your item, or if you have been notified that the order has been shipped, you must instead go to Return items and create your return there.

You can via this link cancel either your entire order or parts of your order

Item condition upon return

The item must be unused and returned in its original packaging.

You must inspect the item in the same way as you would in a physical store. In the case of clothing, the product may be tested but not used.

The product must not be used for its intended purpose until it is returned. For example, it is not allowed to buy items for use at an event – such as decorations or flags for a party or extras in a picture – and subsequently return them, even if not immediately visible. Usage Tracks. If the product has been used, it is considered used.

If the item is used more than what you would normally do in a store, it is considered used. In that case, we may deduct an amount from your refund – and in some cases you may lose the right to get the money back – depending on how much the item has lost in value. To get the full purchase amount back, the item must appear unused and in the same condition as when it was received.

How to pack your return package

It is the sender’s responsibility to ensure that the package is packed securely – preferably in its original packaging and in an outer box. The package must be able to withstand a drop of up to 1 metre without damaging the contents.

GLS only covers transport damage if the package is packaged according to their recommendations. GLS package recommendations.

Items that cannot be returned:

Custom made items (for example, custom made fabrics, legs etc.)
Special orders that are not a regular part of the range
Second hand/recycled items

Are there any benefits to joining Club Remix?

Yes, there is.

As a member of Klub Remix you get:

2 points for every krone you buy for on full price items
Ability to use your earned points as payment for your next purchase
Access to save favorites and get notified if they fall in price
Special Club Remix awards on selected products
News, inspiration and exclusive offers directly in your inbox

Here's how it works:

When you sign up as a member, you automatically earn points when purchasing items at full price. Your points can be used for your next purchase and deducted directly from the cart.

As a member, you also get access to our favorites list and club offers as well as our newsletter.

Note: If you unsubscribe from the newsletter, you will also be unsubscribed from Klub Remix and lose your earned points and membership benefits.

This is what happens when you buy a gift card

It is possible to buy gift cards at different amounts on the webshop.

You choose the amount of the gift card and complete the payment, as with a regular purchase. Once the payment has been completed, the gift card will automatically be sent to the recipient you have specified.

The gift card contains a personal code and is valid for up to 2 years from the date of purchase. It can be used on all items on the webshop, but cannot be exchanged for cash.

If you want the gift card to be given on a specific date, we recommend that you enter your own email address at the time of purchase and forward the gift card to the recipient on the desired day. Buy gift cards here

Right to complain

There is a 2-year warranty under the Sale of Goods Act. The warranty covers defects in material and/or manufacturing.

The warranty does not cover damage caused by improper use, lack of maintenance, improper washing, beating, loss or other inappropriate treatment. Glass and ceramics are fragile materials and can break during normal handling. This is not considered a warranty error.

If, on the other hand, a cup or a glass cracks during proper use – for example, by pouring boiling water into a cup intended for hot drinks – this may be a warranty error, which we naturally Consider concretely.

Many of our products are handmade. Variations in colour, glaze, shape, thickness and finish are a natural part of craftsmanship and are not considered defects. Product images are therefore indicative and cannot always reproduce colours, shades and surface textures completely.

In addition, for mouth blown glass, small air bubbles, variations in pattern and thickness, as well as smaller marks or tension grooves at the bottom may occur as a natural part of the manufacturing process. These conditions are not considered to be warranted errors.

If you wish to advertise an item, please contact kundeservice@remixbysofie.dk. Please provide your order number and describe the error in as much detail as possible. Please attach pictures so that we can deal with the matter as quickly as possible.

Can I get the gift wrapped?

Unfortunately, we have had to remove our regular gift wrapping service. This is because we cannot always pack the goods as safely for transport and at the same time it is not possible for you to check the goods upon receipt.

If you still want gift wrapping, you can choose to transfer 30 DKK via MobilePay to 24 33 18. Remember to write in the comment box on your order, which item you want to pack, and that you have paid for gift wrapping.

Please note that once an item is gift wrapped, it cannot be checked upon receipt. Any transport damage must therefore still be reported within 3 business days of receipt. After this deadline, we cannot process a complaint regarding transport damage.

What does backorder mean?

If it says “NOT IN STOCK (can be ordered as a back order)” on an item, it means that it is temporarily sold out, but can be pre-ordered. The item is typically on its way to storage, and you therefore have the opportunity to secure it before it is back on the shelves. If it says “In stock (can be ordered on backorder)” it doesn’t matter unless you order more than what we have physically in stock.

Delivery time for backorder items varies. Often, expected delivery will appear in the product description, but it can take anywhere from 1 week to 2 months, depending on the production.

It will always appear on your order confirmation if your order contains a backorder or pre-order item.

If your order contains only one item in backorder or pre-order, the entire order will be shipped together when all items are in stock, unless otherwise agreed.

That's how you wash your mouth-blown glasses.

We recommend that you wash your glasses according to the instructions on the different glasses. Here are just the most important tips.

Mouth-blown glass cannot tolerate excessive heat or boiling liquids – there is a risk that it will crack or explode. This is because it is made of several layers of glass and there may be air between the layers. There is tension in the glass and the heat will shock it. It may be possible that one pitcher will work well, but it may not work with the next. Never wash at temperatures above 40 degrees.

Anna von Lipa recommends that their glasses be washed on a glass program of 40 degrees. Avoid long dry applications and open the machine instead and leave it to dry. You must ensure that your dishwasher has relaxation and salt on it. Do not run limescale applications – while your glasses are in the machine. We recommend that you use a swan-marked washcloth. It is just one time that it takes too high a temperature, then the acid in the glass is destroyed and there will be a glass plague at some point.

The Kate series cannot withstand washing up in the machine and cannot withstand excessive heat (maximum 40 degrees). Avoid rubbing or scrubbing too much on them – as they are not coloured lenses. We recommend that you use a dishwasher detergent that is Swan-labelled, as something may be a little too harsh.

Is the item not in stock?

If an item is not in stock, you can sign up for our messaging service directly on the product page by clicking on “Message when the item is in stock” and entering your email address.

You will then be notified automatically if the item is back in stock.

Please note that this is not a guarantee that the item will return as individual items may be discontinued or not reordered.

Why is my discount code not working?

If you have received a discount code in connection with signing up for the newsletter and it does not work, it may be due to several factors:

The discount code is only valid for full price items.

The code may have been used in another open browser window, or you may have previously signed up for the newsletter with the same email address, and the code cannot be used again.

If you continue to experience problems, please contact customer service.

Sale and discount codes

When selling on the entire webshop, discount codes cannot be used.

The Club Remix welcome code is only valid for full price items.

Complaint options/overview and links

If you have a complaint about a product purchased from our webshop, you can send a complaint to:

The Danish Competition and Consumer Authority’s Centre for Complaint Resolution
Carl Jacobsens Vej 35
2500 Valby

Link: www.forbrug.dk

If you are a consumer residing in another EU country, you can submit your complaint via the EU Commission’s online complaint platform. The platform can be found here: http://ec.europa.eu/consumers/odr/

If you enter a complaint here, please enter our e-mail address: kundeservice@remixbysofie.dk.