Terms of service

Company information
Støy Aarhus ApS
VAT Registration Number: 25852206
Store Torv 4 8000 Aarhus C Denmark
+45 41955444
help@stoy.com

These Terms and Conditions govern your use of Stoy’s website and the purchase of products from our online store. By accessing or using our website, and by making a purchase, you agree to be bound by these Terms. We reserve the right to update or modify these Terms and Conditions at any time without prior notice. Any changes will be effective immediately upon posting on our website. We encourage you to review them regularly to stay informed.

Postponement of Agreement
Upon placing an order on Stoy.com, you will receive an acknowledgment email confirming receipt of your order. Please note that this acknowledgment does not constitute a legally binding agreement. A binding contract is established only upon issuance of an official invoice. Until a final legal agreement has been entered, Stoy reserves the right to cancel your order due to the following reasons, including but not limited to:

Pricing errors
Printing errors
Technical issues
Delivery failures
Stock discrepancies
Force majeure

Payment
We offer the following payment methods, depending on the region you are shopping from:
Visa
Visa/Electron
MobilePay
Eurocard
Mastercard
American Express
Apple Pay
Google Pay
Bancontact
iDEAL
Klarna

The amount will be withdrawn from your account when the product has been dispatched from our facility.

Shipping and Delivery
Depending on the value of your order, selected delivery method, and destination, additional shipping charges may apply. Any applicable charges will be clearly displayed during the checkout process and included in the total cost.

Before finalizing your purchase, you will be provided with various delivery options, including estimated delivery times. Please note that all shipping times provided are estimated and not guaranteed. While we strive to meet all delivery deadlines, unforeseen delays may occur due to postal service disruptions, logistics challenges, or other external factors. All orders are shipped from Denmark and deliveries are not prepared on weekends and Danish public holidays and not delivered on Sundays and other holidays. For further details, please visit our FAQ page or contact our customer support team.

We reserve the right to request an additional shipping payment for orders containing multiple items that exceed standard packaging dimensions. Stoy reserves the right to offer free or discounted shipping promotions for a limited time, with the option to extend such offers at its discretion. The validity of these promotions will be specified via emails and/or banners on the Stoy website, with a minimum 24-hour notice before expiry. If your parcel is lost, undelivered, or does not meet your expectations for any reason, you must notify us within 72-hours from receipt. Failure to do so may impact our ability to provide assistance or a resolution.

Taxes and duties
Depending on the destination country, you may be liable for local taxes and import duties upon receipt of your order. Stoy is not responsible for these charges, as import policies and tax rates vary by country. Unfortunately, we are unable to provide estimates for these costs. Should you choose to refuse payment of the required duties and/or taxes, you may request a recall of your parcel.To do so, please send your recall request to help@stoy.com before the parcel reaches its destination for delivery. Please note that we cannot guarantee the success of the recall, as this depends on processing times and the status of the shipment at the time of the request. In such cases, shipping costs as well as any additional fees incurred due to the cancellation will be deducted from your refund. All shipments are processed according to Incoterms DAP (Delivery at Place). Additionally, in compliance with customs regulations, we are unable to mark orders as gifts.

Order Cancellation
You may cancel or modify your order as long as the item(s) have not entered the packaging or shipping stage.If your order has already been dispatched, we can attempt a parcel recall. Please note that the recall requests are not guaranteed and are subject to processing times, carrier cooperation and customs clearance in the destination country. The processing time for a recall may take up to 14 days. A successful recall is defined as the parcel being returned to our facility. All costs related to a recall are the responsibility of the customer. We recommend contacting our customer support team as soon as possible to improve the chances of a successful cancellation or recall.

Right of Withdrawal
You have the right to withdraw from your purchase without giving any reason within 30* days. If you have purchased multiple items in one order, you may choose to withdraw from the entire purchase or only part of it. The withdrawal period expires 30* days after the day on which you — or a person designated by you (other than the carrier) — physically receive the item(s).

Exceptions to the Right of Withdrawal
You may lose your right of withdrawal if you break the seal or packaging on creams, soaps, perfumes, or similar products. For items purchased at a discounted price, we offer a 14* day right of withdrawal.

Returning Items and Return Costs
If you wish to return your purchase, you must return the item to: Att: RETURN Viengevej 3B 8240 Risskov Denmark. The parcel must be shipped without undue delay and no later than 30* days after receiving your order. The deadline is met if you return the item(s) before the 30* day period has expired. For discounted items, the return must be made within 14* days. Please note that items cannot be returned by cash on delivery (COD) or without home delivery. For orders shipped to countries outside the European Union, the original delivery costs will not be refunded. You are responsible for covering the cost of returning the item. For returns from outside the EU, import taxes and duties may apply, and these costs are the responsibility of the customer.

For domestic orders a return label is enclosed in the shipment. The 39DKK costs of this label will be deducted from your final refund. 

Exchange
If you wish to exchange an item, Stoy will cover the return shipping costs for orders within Denmark.

Condition of Returned Items and Packaging
You are only liable for any diminished value of the item resulting from handling other than what is necessary to determine the item's nature, characteristics, and functionality. You may examine and test the item in the same way you would in a physical store. Items must be returned in their original packaging. The packaging may be opened, but must not be damaged. Missing or damaged packaging may result in a reduction of the refund, for which you may be held liable. Please ensure that the item is securely packaged when returned. You bear the risk for the item(s) during return shipping until we receive them. Therefore, we recommend that you keep your postal receipt and any tracking number.

Claims
The Danish Sale of Goods Act (Købeloven) applies when you purchase a product and there is a defect. A defect may include a manufacturing fault, material defect, or incorrect product information. Normal wear and tear or damage caused by improper use is not considered a defect.If you discover a defect, you must notify us within a reasonable time using our complaint form available on stoy.com. You can find the direct link to the form [here]. If you contact us within two months of discovering the defect, your complaint will always be considered timely—as long as it is made within the two-year warranty period from the date of purchase. In cases of shipping damage, please notify us as soon as possible at help@stoy.com. If your complaint is justified, we will refund reasonable and necessary shipping costs related to the return. Please remember to keep your receipt (we recommend you to have an account with us).

Right of Appeal
If you wish to file a complaint about a product or service, you may contact the Centre for Complaint Resolution (Nævnenes Hus), Mediation Team for Consumer Complaints at Toldboden 2, 8800 Viborg, Denmark, or submit a complaint via the Complaint Portal of Nævnenes Hus. The Mediation Team will first attempt to resolve the dispute through mediation. If no solution is found, the case may be referred to the Consumer Complaints Board (Forbrugerklagenævnet). Please note the following conditions for filing a complaint: The item in question must have a value of at least DKK 1,110 and no more than DKK 100,000. For complaints involving clothing or footwear, the minimum value is DKK 720. A complaint handling fee will apply.

Consumers residing in another EU country may also use the European Commission’s Online Dispute Resolution (ODR) platform to file a complaint. This platform is especially relevant for cross-border disputes and is available at: https://ec.europa.eu/odr. When submitting a complaint via the ODR platform, please use our email address: help@stoy.com.

Gift Card
Gift cards purchased on stoy.com are valid for 3 years from the date of purchase.If you lose your gift card, we can resend it to the original purchaser upon request. For security reasons, gift cards can only be reissued to the email address used during the original purchase.