Terms & Conditions

The website is owned and operated by Samsøe & Samsøe UK Limited, Vat no 311398223, 1 London Bridge, SE1 9BG, United Kingdom (hereinafter “SAMSØE SAMSØE”, “we” or “us”). 

Please contact us at +45 3528 5000 or by email at customercare@samsoe.com if you have any questions regarding our terms and conditions. 

Monday to Thursday 08:00 – 16:00 CET/CEST  
Friday                               08:00 – 15:30 CET/CEST 

All content included on samsoe.com, such as but not limited to, design, text, graphics, trademarks, logos, images, videos, audio files, and software are the property of SAMSØE SAMSØE or their associated companies and partners. All content, trademarks, logos, etc. are protected by copyright and can only be used with permission from SAMSØE SAMSØE. 

The contents of the website may only be copied for your own personal, non-commercial use. You may not copy, republish, or distribute content from the website for public or commercial purposes or otherwise use the copyrighted content without permission from SAMSØE SAMSØE or their associated companies and partners, as the case may be. 

Terms & Conditions for Sales 

The below terms and conditions concern all deliveries from 

Samsøe & Samsøe UK Limited (“SAMSØE  SAMSØE”) 
Vat no 311398223
1 London Bridge

SE1 9BG London 
United Kingdom 

Our terms and conditions (“Terms & Conditions”) apply when you order from samsoe.com. We encourage you to read our Terms & Conditions carefully before placing an order. Completing an order on our website and acceptance of our Terms & Conditions mean that you have come to an agreement with SAMSØE SAMSØE for the delivery of your purchase. 

If you do not understand parts of the Terms & Conditions, we recommend that you contact Customer Care before you place an order on the website. 

We may change and update the Terms & Conditions from time to time with effect for your future purchases from our website. Therefore, you will be asked to accept our Terms & Conditions each time you shop with us. If you do not accept our Terms & Conditions, you cannot order items from our website. 

An updated version of the Terms & Conditions is always available on our website. 

Order agreements can only be made on the website. We do not process orders made via emails, letters, etc. 

You must be at least 18 years old and have a valid credit card that we accept to order from our website. 

SAMSØE SAMSØE reserve the right to exclude people from purchasing at samsoe.com. 

Our webshop at samsoe.com is open 24 hours a day, but it may be closed for maintenance. Of course, we aim to perform such maintenance services during the night. 

If you place an order during weekends or Danish public holidays, your order will be processed on the following business day. 

We will only accept your order if your payment details are correct and if we have no reason to believe that you do not comply with the requirements of our Terms & Conditions. We reserve the right to cancel your order, without being liable for compensation or other costs, in the following situations:  

• If your payment details are incorrect or cannot be verified 

• If there’s an error on the website, such as payment error, etc.  

• If we have reason to believe that you are under the age of 18 or your order is placed with the purpose of committing fraud, etc., or placed in connection with a criminal offense or other unlawful activities.  

We reserve the right to cancel your order or part of your order if an item is out of stock. If your order consists of more than the cancelled item, the remaining order will be sent.  

The applicable price is the one stated on samsoe.com in respect of the relevant item on the date of placing the order. Your payment will be charged to the payment method you have selected when your order leaves our warehouse for delivery.  

All prices quoted on the website for items, delivery, and other costs include VAT and other taxes/duties. Costs relating to delivery, freight, and postage may vary for each order. Delivery costs will be indicated on a separate line in your shopping cart and on the billing page, as part of the total amount of payment. 

SAMSØE SAMSØE reserve the right to amend prices, fees, and/or other costs stated on samsoe.com at any time, e.g. due to changes in VAT-rates or other public fees and charges, increase in cost levels, or as a result of the usual development in retail prices. 

You will pay for your items after completing the order, and prior to acceptance and confirmation by SAMSØE SAMSØE. If your chosen payment method is rejected, your order will not be shipped, and we will have no obligation to fulfill your order.  When choosing to pay for your order by using a payment card, mobile wallet or third-party payment provider the amount will be temporarily withheld from your bank account until we confirm the dispatch of your order, at which point the payment will be finalized and withdrawn. For payments made through Ideal or Swish, the amount will be withdrawn immediately upon order placement. Please refer to the terms and conditions of your credit card provider. If you choose to pay via Klarna, the payment processing will be handled by Klarna once the order is placed, and you will settle the payment directly with Klarna within the agreed-upon timeframe. 

Depending on your country, we accept a number of payment methods at samsoe.com. Including but not limited to:

• Visa 

• Mastercard 

• American Express

• Apple Pay 

• Maestro 

• Diners Club

• Discover

• Union Pay

• Klarna 

SAMSØE SAMSØE reserve the right to change the accepted methods of payment during the year. To get information on accepted methods of payment options, please check our website samsoe.com or contact our customer service.

6.1 CURRENCIES

You can pay with one of the following currencies depending on your country: 

• Danish Kroner (DKK) 

• Euro (EUR) 

• Swedish Krona (SEK) 

• Norwegian Kroner (NOK) 

• British Pounds Sterling (GBP) 

• Swiss Franc (CHF) 

• US Dollar (USD) 

• Australian Dollar (AUD)

• New Zealand Dollar (NZD)

The total price of your order, including any shipping charges and taxes/fees if paying by credit card, will be calculated before you complete your order. 

6.2 TAXES

If the destination country is outside the EU, any customs or import duties charged once the order reaches its destination country must be paid by the recipient of the order. We often have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. You may want to contact your local customs office for further information. Customers from the following non-EU countries do not pay duties and taxes when shopping with us: Norway, Switzerland, United States and the United Kingdom. 

Before submitting the order, you have the option to change the information that you have provided, including delivery and billing or payment information. Furthermore, you have the option to change your order by adding or removing items from your shopping bag. 

When you click “Buy” and the order receipt appears on your screen, including an overview of your order and an order number, you are bound by your order. The order receipt will also be sent to you by email. Once SAMSØE SAMSØE have accepted your order, you will receive an order confirmation by email. 

Should you have made a mistake in your order, please contact Customer Care at customercare@samsoe.com, who can help you. Please note that it is not possible for Customer Care to cancel a completed order on your behalf if the order has been packed or shipped. If you want to cancel your order, you have a 14-day right of withdrawal, where you can return. Please read more in the “Right of Withdrawal” section below. 

SAMSØE SAMSØE are only bound by your order once we have sent you an order confirmation. Until then, we have the option to decline your order due to printing errors, technical problems, delivery failures, and similar circumstances. 

We will send an order confirmation to you by email when the order has been accepted. The order receipt received immediately after submitting the order does not constitute an order confirmation. 

Your order will be delivered to the delivery address you entered when placing your order. 

SAMSØE SAMSØE offer free delivery on orders above certain amounts as listed on our Delivery page. 

Please read about which countries we deliver to and which delivery methods you can choose from on our Delivery page. 

We aim to deliver your order as soon as possible. The expected delivery time is 1-6 business days (5-10 business days for UK), this will vary depending on the chosen delivery method and country. Please be aware that the arrival time is an estimate and unfortunately cannot be guaranteed. Items on demand or items that are out of stock may have a longer delivery time. SAMSØE SAMSØE have no obligation to deliver items that are out of stock. During particularly busy periods, including campaigns and sale periods, we may have a longer delivery time. 

Please note that some of the delivery methods are not available for certain countries, addresses, and time periods. Only the delivery methods that you can choose for your delivery address will be visible when you complete your order. We reserve the right to deliver to a different place if the place of delivery you have selected is full. If so, we will deliver your order to a place of delivery selected by the carrier. 

If your order consists of multiple items, we reserve the right to make partial deliveries. Partial deliveries may be necessary if we do not have all the items you ordered in stock at one location. In that case, we will send you the items we have in stock first. Once we have the remaining items in stock, we will send them to you. Unfortunately, it happens that the remaining parts of an order have to be cancelled due to stock availability. You will be informed if your order is subject to partial deliveries. You will not be charged with additional delivery costs for partial deliveries. You will only be charged for the products you receive.  

SAMSØE SAMSØE bear the risk of your order until it has been delivered. 

10.1 Right of Withdrawal 

If you are a consumer, you can withdraw from your purchase without providing any reason within 14 days after delivery. 

The withdrawal period expires 14 days after the day on which you or a person designated by you (not the carrier) acquire physical possession of the items. In case of an order consisting of multiple items delivered separately (i.e. separate deliveries), the withdrawal period shall expire 14 days after the day on which you or a person designated by you (not the carrier) acquire physical possession of the last item. 

In order to exercise your right of withdrawal, you must register the return on our online portal and follow the given guidelines. You have complied with the withdrawal deadline if you send the parcel with the returned items before the withdrawal period of 14 days has expired. Read more about returns below or on our Return & Exchange page. 

The right of withdrawal does not apply for custom-made items or items with a clear personal touch (for instance items with engraving, embroidery, and similar).  

10.2 Effects of Withdrawal 

If you exercise your right of withdrawal, we will refund your payment once we have received and handled your return at our warehouse. Normally, returned parcels are being handled within a couple of days after they are received at our warehouse, however, it can take a couple of weeks during particularly busy periods.

When using our return service, a return fee may be charged and deducted from the refund after it has been handled at our warehouse. Read more about this on our Return & Exchange page. You are responsible for the parcel until it reaches our warehouse. Therefore, SAMSØE SAMSØE will not offer compensation if the parcel is damaged or lost. We recommend sending the parcel with tracking and delivery with distribution directly to our warehouse.

Returns made in our SAMSØE SAMSØE stores are free.

Please note that we will refund the delivery costs if a full return is made. For partial returns, we do not refund the delivery costs.

We will refund your payment using the same payment method as used for your purchase unless you have explicitly accepted another form of refund (e.g. a credit voucher). We withhold your refund until we have received and handled the items at our warehouse.

You must return the items to SAMSØE SAMSØE without undue delay and no later than 14 days from the date on which you received the items. You have complied with the deadline if you send back the items before the period of 14 days has expired.

You can read more about how to return on our Return & Exchange page.

If the received item is defective, or if we have delivered an incorrect item to you, please register your claim case through our Returns portal as soon as possible and no later than 7 days after receiving the order.

We reserve the right to propose a solution involving an item repair prior to considering other alternatives, such as returning the item to our warehouse for a refund or an exchange. By opting for a repair instead of a refund, we contribute to reducing our carbon footprint as part of our 'How We Care' initiative, which aims to decrease the fashion industry’s environmental impact. 

If you've received an incorrect item in your order, our Customer Care team will look further into it and assist you in returning the wrongfully sent item to our warehouse for a complete refund. A new order can be placed at samsoe.com. 

If you have received a defective or incorrect item that you need to return, we will cover the costs of returning the item to us. 

If your item is defective, the rules on defects set out in the Danish Sale of Goods Act apply.  

SAMSØE SAMSØE reserve the right to reject complaints on items which have not been handled correctly and according to instructions. Especially styles with sewn-on parts such as sequins, beads, studs, and buttons should be treated with great care, including knit and silk items. This information is displayed on the hangtag and the care label of the item at the time of purchase. Please contact us if you have any questions in this regard. 

Please note that it is not considered to be a claim if the fit, material, colour, or quality of the item do not live up to your expectations. In these cases, you can return the item according to your right of withdrawal.

When shopping at samsoe.com you, as an online customer, have 14 days to return your order, starting from the day you receive it. 

In the event that this period expires on a public holiday, Saturday, Constitution Day, on the 24^th of December or 31^st of December, you may withdraw from the contract on the following weekday. 

If you need to return an item to SAMSØE SAMSØE (for example if you want to cancel your purchase or the item is damaged), you must register your return online on our website. Please read more about returns on our Return page.

When you return an item to SAMSØE SAMSØE, you are responsible for ensuring that the item is properly packaged. You bear the responsibility for the item until we receive the item in hand (physical possession) at our warehouse. Therefore, we recommend that you save the post office receipt to prove that you have handed over the parcel to the post office/carrier. 

You are responsible for any deterioration in the value of the item caused by handling other than what was necessary to determine the nature, characteristics, and functioning of the item. 

If you decide to return something, please ensure it’s in perfect condition. This means it must be clean (no deodorant, perfume, or make-up stains), unused, unwashed, and with the original tags attached. Please return shoes in their original box. If the value of the item has decreased, we reserve the right to refuse a refund and send the item back to you. 

Furthermore, you can return or exchange your online purchase in one of our stores. However, this only applies for our own SAMSØE SAMSØE stores and not our concession stores. 

Please read more on our Return & Exchange page. 

SAMSØE SAMSØE are not responsible for delays or failure to meet our obligations in relation to the Terms & Conditions if the delay or the non-compliance is due to events beyond our control (force majeure). For as long as a force majeure situation persists, SAMSØE SAMSØE are relieved from performance of their obligations. 

We are not liable to you if, after the placing of your order, circumstances arise which prevent or delay our delivery of the order. Such circumstances include external circumstances beyond human control; war, mobilisation, telecommunications/customer infrastructure breakdown, external security incidents (e.g. hacker attacks, computer virus attacks, or destructive behaviour by a third party), natural disasters as well as natural conditions making it impossible to process your order, strikes, lockouts, fire, blockades, vandalism, orders by public authorities and/or rights holders, outbreaks of epidemics or pandemics, global health emergencies, and other circumstances beyond our direct control. 

SAMSØE SAMSØE’s liability for any and all claims, including damages, is in any circumstances, except in case of force majeure, unlawful intent or gross negligence, limited to an amount equal to the price of the item purchased by the customer relating to the dispute. The aforesaid monetary limitation applies regardless of the basis hereof and includes claims based on acts of negligence, strict liability, breach of warranties, penalties, liquidated damages, and/or punitive damages. 

SAMSØE SAMSØE assume product liability towards consumers in accordance with applicable law without any limitations. 

SAMSØE SAMSØE treat your personal data as confidential. Please read our Privacy Policy that explains how we process personal data that you provide to us when making an online purchase and your general use of the website. 

SAMSØE SAMSØE make no warranties regarding the accuracy of the information on the website. However, you are always welcome to contact us if you find incorrect information on the website. SAMSØE SAMSØE are entitled to change the content of the website at any time without preceding notice. 

We do our best to update the website and to ensure that prices, offers, descriptions, and other information about the items are correct. However, spelling mistakes, errors in prices, offers, descriptions, and other information about the items can occur, and sometimes we discover that the price of an item is incorrectly stated. 

If the website links to a third-party website, SAMSØE SAMSØE make no warranties for the content of the third-party website. These links are created for your convenience only, but it is at your own risk when you visit a third-party website. 

SAMSØE SAMSØE may assign our agreement with you, in whole or in part, to group affiliates or third parties to improve your shopping experience with us. You can find more information about this in our Privacy Policy. Such an assignment will not impair the standard of service you receive. By accepting these Terms & Conditions, you consent to any such future assignments.

Similarly, no rights or obligations under this Contract may be assigned or transferred by you, as a customer and contractual party, without prior written consent from SAMSØE SAMSØE. Such consent will not be unreasonably withheld.

If there is a problem with your items, or if the items are defective, please contact customercare@samsoe.com. Any errors or defects in the items received must be claimed directly to SAMSØE SAMSØE within a reasonable time after such errors or defects were or should have been ascertained. 

There is a deadline of 2 years for complaints, and as a consumer you must therefore submit a complaint within 2 years of delivery of the order, i.e. the time when the consumer has obtained possession of the items. If you do not comply with this deadline, your right to complain will expire, unless we have provided an extended guarantee for the item. 

If you are dissatisfied with our handling of your problem with an item, you can submit a complaint to Center for Klageløsning (the Danish Dispute Resolution Institute), Nævnenes Hus, Toldboden 2, DK-8800 Viborg. You can submit a complaint to Center for Klageløsning via the Complaints Portal. If you want to submit a complaint to Center for Klageløsning, you must first send your complaint to us. It may be a good idea to send us a written complaint so that you can document that you have complained if Center for Klageløsning asks for documentation. To make a complaint the items that you wish to complain about must have a value of minimum 1.110 DKK (app. 150 Euro) and maximum 100.000 DKK (app. 13.350 Euro). Complaints about clothes or shoes must have a value of minimum 720 DKK (app. 100 Euro). Amount limits may be subject to change. You must pay a fee to the Complaints Portal to have your complaint processed. 

You can also use the European Commission's online complaints portal to submit a complaint. This is especially relevant if you are a consumer residing in another EU country. You can submit your complaint at the European Commission online complaints portal. When submitting a complaint, you must specify our email address customercare@samsoe.com. 

Any order placed with SAMSØE SAMSØE is governed by and shall be interpreted pursuant to Danish law, except for a) any rules leading to application of other legislation than Danish and b) the UN Convention on Contracts for the International Sale of Goods (CISG). 

Any dispute or claim, which may arise in connection with our contract (your order), including its existence and validity, shall be settled by a competent court in Denmark. 

If you have any questions, concerns, or need help, please contact our Customer Care at: 

Email: customercare@samsoe.com 
Phone number: +45 3528 5000 

Monday to Thursday 08:00 – 16:00 CET/CEST  
Friday                               08:00 – 15:30 CET/CEST 

Latest update December 19, 2024