Refund policy

Return an refund policy

Updated July 29, 2026

We want you to be completely satisfied with your purchase from Frøken Lilly. If you regret your purchase, or if against expectations your item has defects or faults, please follow the guidelines below, which have been prepared in accordance with applicable Danish and European consumer legislation.

1. Right of Withdrawal (14 Days)
When purchasing from the online shop, you generally have a 14-day right of withdrawal in accordance with the Consumer Contracts Act.

The withdrawal period is calculated from the day you receive the goods. If the item is delivered to a service point or parcel locker, the period only begins upon collection.

You must give us written notice within 14 days that you wish to withdraw from your purchase. After this, you have an additional 14 days to return the item.

How EU Customers Exercise the Right of Withdrawal / Cancellation
As an EU customer, you have the standard EU right to withdraw from your purchase within 14 days of receiving your order (or the day you receive the last item in your order if it is delivered in multiple shipments).

Please note that customers in the EU are responsible for covering the return shipping costs when sending items back to our warehouse in Denmark. Items must be returned in their original condition and packaging.

As an EU customer, you can easily initiate a return request or cancellation via your customer account at https://account.frokenlilly.dk/orders (click here to view your orders).

 Log in, go to Orders, select the relevant order, and follow the instructions. Upon withdrawal, both the product price and the original shipping costs will be refunded. Please note that this is not explicitly shown in the cancellation flow, but the refund will include both amounts.

You can also use the standard withdrawal form in section 12.

2. Returns
In the event of withdrawal, the item must be returned to:
Frøken Lilly
Fyrrevænget 16
3630 Jægerspris
Denmark

The item must be returned:

  • In the same condition as received
  • Securely packaged
  • Without further damage or wear and tear

You are welcome to examine the item in the same way you would in a physical store, but the item must not be used in a way that diminishes its value.

3. Return Shipping
For standard withdrawal, the following applies:

  • The customer pays for the return shipping themselves
  • The customer purchases the return label themselves
  • The customer chooses the courier company themselves (e.g., GLS, PostNord, DAO, Bring, or UPS)
  • The customer bears the risk for the item during the return transport until it is delivered to Frøken Lilly

We recommend that the item is sent with tracking.

4. Diminution of Value
If the item has been handled in a way that goes beyond what is necessary to establish its nature, characteristics, and condition, a deduction for diminution of value may be made from the refund.

5. Refunds
Once we have received and inspected the returned item, the amount will be refunded to the same payment method used for the purchase.

Upon timely withdrawal, the following is refunded:

  • The price of the item
  • The original standard delivery cost

Any additional delivery costs (e.g., express delivery) are not refunded. Return shipping costs are not refunded.

Refunds take place as quickly as possible and no later than 14 days after we have received your notice of withdrawal. However, we may withhold the payment until we have received the item back or documentation proving that the item has been sent.

6. Partial Returns
If you have purchased multiple items in the same order, you can choose to return one or more items. In that case, you will receive the purchase price of the returned items back.

Delivery costs are not refunded for partial returns unless otherwise required by mandatory legislation.

7. Uncollected Packages
If you do not collect your package from the service point and it is returned to us, this is considered a withdrawal from the purchase.

We will refund the price of the item as well as the original outgoing standard shipping cost. However, we will deduct the full costs for the return shipping (the return fee for transporting the item back to Denmark) from your refund amount. This applies to both Danish and international shipments. The package can be resent upon payment of a new shipping fee.

8. Claims (Defects or Faults)
A 2-year right to claim is granted in accordance with the Danish Sale of Goods Act. The right to claim covers defects and faults that were present at the time of delivery.

The right to claim does not cover:

  • Conditions stated in the product description
  • Ordinary wear and tear, patina, and age-related marks
  • Natural variations in color and material
  • Damage occurring after receipt

In the event of a justified claim, Frøken Lilly may offer:

  • Repair
  • Replacement (if possible)
  • A reduction in price
  • A refund

For justified claims, Frøken Lilly pays for the return shipping and will provide a return label. For unjustified claims, the customer pays for the return shipping themselves.

9. Vintage and Antique Items
Most items at Frøken Lilly are vintage, antiques, or secondhand objects. Minor variations, patina, age-related marks, small irregularities, and craftsmanship variations are a natural part of these objects' character and history.

Such conditions are not considered faults or defects, but rather a part of the item's authenticity and charm. We always endeavor to describe the item's condition as precisely as possible and show it clearly in the pictures.

10. Colors and Images
We endeavor to reproduce the items' colors and details as precisely as possible in the pictures. However, colors may appear differently depending on screen settings, lighting conditions, and devices. Therefore, minor differences between the image's color reproduction and the actual item may occur and are not considered a fault or defect.

11. Shipping Damage
If the item is received damaged, you must contact Frøken Lilly as soon as possible.
Send pictures of the damage, pictures of the packaging, and a short description of the problem to contact@frokenlilly.dk. We will then assist with further handling with the courier company.

12. Standard Withdrawal Form
(This form is only filled out if the right of withdrawal is exercised)

To:
Frøken Lilly
Fyrrevænget 16
3630 Jægerspris
Denmark
Email: contact@frokenlilly.dk

I hereby give notice that I wish to exercise my right of withdrawal in connection with my purchase agreement for the following goods:

Ordered on:
Received on:

Consumer's name: ______________________________________________
Consumer's address: ____________________________________________

Date:____________________________________________________________
Signature: ____________________________________________________
(only if this form is submitted on paper)

13. Questions Regarding Frøken Lilly's Return and Refund Policy
You can write to us via our chat function on the website or contact us via email at contact@frokenlilly.dk.