Terms & Conditions

Welcome to aiwaii.com’s webshop. Please take your time to read our terms and conditions before placing your order.
These terms & conditions apply to the purchase of goods on aiwaii.com’s webshop. Aiwaii concludes all agreements in Danish or English under Danish law. For Danish, please read here.
aiwaii.com is owned by:
Address: Karolinesvej 19B, 9800 Hjoerring, Denmark
VAT: 42098302
E-mail: info@aiwaii.com
Payment method:
Aiwaii accepts the following credit cards: VISA/Dankort, VISA, Mastercard and Mobilepay.
We do not charge card fees.
Reservations are made for price errors and sold out/discontinued items.
Payment will only be charged from your account when your item is shipped. If you have ordered multiple items and one of the items is backordered, we will deduct payment for this item when the item is shipped.
If you are a customer whose credit/debit card is not denominated in Danish Kroner (DKK), the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
Aiwaii uses an authorized payment server that encrypts all your card information using SSL (Secure Socket Layer) protocol. This means that your data is secure and unauthorized persons will not have access to your account number or other information provided during the transaction.
You will automatically receive an order confirmation per. e-mail when payment is completed.
All prices at Aiwaii are shown in Danish Kroner (DKK) and include Danish VAT of 25%, unless you have selected an alternative country outside the European Union, where VAT is not chargeable.
The price for shipping will be added unless you are entitled to free shipping when ordering for more than DKK 1,000,-  to addresses in Denmark. Delivery charges will be applied based on the delivery address chosen and these will be displayed in the order process.

Depending on your order and country, you will be liable to pay local taxes, import duties and other fees upon receiving your order, which is on your own expense. The refusal to pay such fees will cause a full cancellation of the order. Transportation costs and custom clearance costs associated with the cancellation will be deducted from the total amount refunded to you.
All prices are daily prices and only valid at the time of ordering. Prices can be changed on a regular basis, the buyer will therefore be invoiced at the price that applies at the order point, if Aiwaii accepts the order.
Shipping and delivery:
Aiwaii offers free shipping on all orders over DKK 1.000,- to addresses in Denmark only. Free delivery is sent to a parcel shop.
In Denmark Aiwaii will be shipped with:

  • GLS
  • DAO

At the moment we deliver to the following countries

  • Austria
  • Belgium
  • Czech Republic
  • Finland
  • France
  • Germany
  • Luxembourg
  • Netherlands
  • Poland
  • Sweden

We deliver to the listed countries for a delivery fee. If you want delivery outside of the European Union or European countries that are not listed, please contact us for more information: info@aiwaii.com.
You will be able to choose between having the package sent to your home address or for pickups at the nearest parcel shop.
You can choose your preferred shipping method at the order process. You will also be able see the price of different shipping methods.
You will receive an SMS or e-mail when your package has arrived and ready for pickup.

Home delivering
The carrier needs a signature as a receipt for home delivering. This signature can be by you or someone else who is at the address. If there is no one at home to sign for the receipt, the carrier company will leave information about which parcel shop the package can be picked up.
It is also your responsibility as a customer to provide correct delivery address and your responsibility that there is a visible and correct name on the address / mailbox, so that your package can be delivered by the carrier. If your package is returned to Aiwaii for this reason, it is your responsibility as a customer to pay for a new shipping fee to have the package shipped again.
Delivery time to addresses in Denmark is 2-3 working days. If the order is placed on a public holiday, the order will be processed the following weekday. The delivery period can therefore vary in relation to weekends, holidays, public holidays and sale periods. All items are delivered while stocks last.
Please note that the delivery times above are estimates. Aiwaii cannot be held responsible for delays that occur at the carrier company.

Order status:
Once your order has been shipped, you will receive an e-mail from us. This e-mail is also your receipt and in it you will find a tracking link that you can use to track your shipment. Please note that it can take up to 24 hours from the time you receive the link for it to be active on the carrier’s website. You are also always welcome to contact us if you have questions regarding the location of your order.
Right of withdrawal
As a private consumer, you have the right to withdraw from a contract without giving any reasons within 14 days, when you at shop at aiwaii.com. If you have bought several items in an order, you can choose to cancel the purchase of some or all items.
The right of withdrawal period expires 14 days after the day on which you or a third party (other than the carrier), identified by you receives the package in physical possession. If you have chosen delivery to a parcel shop, the cancellation period starts from the day you or a third party (other than the carrier), identified by you has picked up the package in the parcel shop.
If you have ordered several different items in one order and we cannot deliver the items at the same time, the cancellation period runs from the day you or a third party (other than the carrier), identified by you receives the last item in physical possession.
The deadline is extended to the following business day, if the deadline expires on a Danish national holiday, Saturday, Sunday, Constitution Day (5 June), Christmas day (24 December) or New Year’s Eve (31 December).
How to exercise the right of withdrawal:
You have 14 days from receiving the package to notify us, that you wish to withdraw your purchase. If you want to make use of your right of withdrawal, you must always notify us by e-mail: info@aiwaii.com.
You cannot regret your purchase by refusing to receive the package or by failing to pick it up without at the same time notifying us that you regret. Return shipment costs will be charged, if you refuse to receive the package or do not pick it up at the parcel shop.
In your e-mail to us, you must make it clear that you want to use your right of withdrawal. You can use our withdrawal form (which is not mandatory to use) for the purpose and send it to us. You can copy and paste the withdrawal form directly from this page to an e-mail:

Withdrawal form

Karolinesvej 19B
9800 Hjoerring
E-mail: info@aiwaii.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number:
Ordered on (insert date):
Received on (insert date):
Name of consumer:
Consumer’s address:
Signature of customer (only needed if the form is printed and sent as a letter)

If you do not wish to use our withdrawal form, simply in your e-mail to us send an unambiguous statement to:
Karolinesvej 19B, 9800 Hjoerring, Denmark
E-mail: info@aiwaii.com
You must make it clear that you want to use your right of withdrawal. In your statement, please indicate your name, physical address, phone number, e-mail address and order number.
Please note that you will not get the delivery cost refunded, if you withdraw a part of an order.

Return of the item and return costs:
You must send your order back to us no later than 14 days after you have informed us that you wish to withdraw your purchase. The deadline is met if you return the item(s) before the end of the 14 days.
We recommend that you use our return portal if you are returning from Denmark, as your package is insured with Track & Trace and it will be delivered in a few days. You will receive the return form once you have purchased a return label here (The return form and return label will be sent as a PDF file to your e-mail) or you can download the return form here.
Our return label cost DKK 50,-.  
If you want to return items without using our return portal or you cannot use our return portal because you are not returning from Denmark, please be aware of the following:
Please note that we do not accept packages sent as cash or collect on delivery.
Return items must be sent directly to Aiwaii’s address:
Karolinesvej 19B,
9800 Hjoerring
Return of items is at own expense, unless the item has faults and defects upon receipt of the package, if Aiwaii has sent the wrong item or if otherwise agreed.
You can return an item if it has not been used. All returned items must still have the original tag attached and must be returned in original packaging.
You must fill in the return form, if you want to return your item within the applicable withdrawal period (14 days after receipt of the package). You must pack the return form together with the item(s) you want to return in original packaging – you can reuse the same bag / package that the item(s) were delivered in. You can simply write the same information on a piece of paper and enclose it in your return package, if you do not have a printer.
Print the return label that you have received from us by e-mail (if you choose to use or return portal) and attach the return label to the bag / package. The return label must be affixed to the package in such a way that the tape does not cover the barcodes and data.
Then hand in the package to the carrier for which you have bought a return label of. It will often be your local post office or nearest parcel shop. Remember to ask for a receipt with a package number/tracking number so you can track the package – this is your insurance if the package should get lost along the way, as you are responsible for the package until it is delivered to us.

The condition of the item you have returned:
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. You can only get part of the purchase amount refunded, if the goods have lost value due to you using it in a different way than what the goods are suitable for.
You may normally inspect the item in the same way as you can and may in a physical store, but you may not start using the item. If you have used it in a way that you are not allowed or can in a physical store and we cannot sell it again, or cannot sell it at full price again, you must expect us to deduct the impairment in the amount you are supposed to get back. If the item no longer has a trade value, we will not refund the purchase amount.
Likewise, you can only get part of the purchase amount back if you have not wrapped the item securely if the item smells of smoke, has trace of makeup on, and if the label/tag is missing.
You must return the item in the original packaging, as this may cause impairment if it is missing. You should therefore make sure that the item is securely wrapped when you return it. The full responsibility of the package/item(s) is yours until we receive it at the listed return address. You should therefore save the postal receipt as well as track and trace number.
Refund of the purchase amount:
If you withdraw your purchase, we will refund all payments received from you, including any delivery costs (with the exception of the supplementary costs, such as import duties, local taxes or custom). However, this does not apply in the following cases:

  • If you have purchased several items in an order and only regret part of your purchase, we will not refund the delivery cost.
  • If you have chosen a form of delivery that is more expensive than the cheapest form of delivery that we offer, you will not be reimbursed for the additional cost.
  • In the event of an impairment for which you are liable, this will be deducted from the purchase amount.

We will refund the money to your account as soon as possible and no later than 14 days from the date we received your notice of withdrawal. However, we may withhold the refund until we have received the items returned, or until you have submitted documentation that the items have been returned.
The refund is made using the same means of payment that you used for the original transaction. For foreign customers, the amount will also be refunded in Danish kroner (DKK) on the day the credit note is created. Thus, the refund amount will vary according to the exchange rates and fees in the countries concerned. It can take up to 30 days before you receive the refund depending on which card you have used.

We do not offer exchange as we cannot guarantee that the item will be available after we have received your return
If you need a different size or colour, please place a new order.
If there is a suspicion of fraud or speculation in connection with a return order, Aiwaii reserves the right to assess an order individually.
You have as a consumer a 2 year right to make a complaint about all goods in accordance with the Danish Sale of Goods Act. This means that you cannot make a complaint of defects and deficiencies that appear more than 2 years after the delivery of the item. Any defects and deficiencies must be reported within what is considered a reasonable time of noticing. We recommend that you complain as soon as possible, especially in the case of transport damage. It is always within a reasonable time, if you complain within 2 months after the defect is discovered.
A defect is for example a manufacturing- or material defect. The guarantee does not cover damages caused by incorrect use of the products, e.g., wear and tear, lacking maintenance or incorrect washing handling, etc.
If your item has a defect or we have delivered wrong items, please contact us by e-mail: info@aiwaii.com. When you send us an e-mail, please provide the order number, item number (item name), describe in detail what the problem is and send us a picture of the fault.
If your complaint is justified, you can either get it repaired, exchanged, a refund or a reduction in the price, depending on the specific situation.
If your complaint is justified, we will refund your reasonable shipping costs. The item must always be sent back in secured packaging. You must remember to get a receipt for shipping so that we can reimburse your shipping costs and you can track the package. We will refund when we have received the item back.
Please contact and send complaints to the following address, when returning:
Karolinesvej 19B
9800 Hjoerring
Please note that we do not accept packages sent as cash or collect on delivery.

Damaged shipment:
If you have received a damaged package or the content of the package has been damaged, you must report this to us within a reasonable time, counting from the time you have received the package.
You should take a picture of the package before opening it and then examine its contents.
You should contact us immediately, if your item has been damaged, so that we can help you find a solution to the problem.
You can contact us at: info@aiwaii.com with the following:

  • Provide us with your order number
  • A picture of the external/outer packaging
  • A picture of the damaged item in its original packaging – the picture should show what internal packaging was used to protect the item inside the external packaging during transit
  • Pictures of the damaged item
  • Pictures of the item in its entirety
  • A description of the problem

You can refuse to receive the package, if you see that the package has visible signs of damage and assess that it may have an impact on the item as a whole. The package will then be returned to us. This method is only possible if you have chosen home delivery. We will then send a new item to you or refund you if the item is no longer available. It is not possible for us to send you a new item until we have received the returned item.   
Aiwaii is not liable for damages that have occurred on the goods in the customer’s custody and transportation upon receipt.

Complaint procedure:
Should we, contrary to expectations, not be able to find a solution, you can choose to file a complaint to the Danish Dispute Resolution Centre (Center for Klageløsning): Nævnenes hus, Toldboden 2, 8800 Viborg. You can complain to the Danish Dispute Resolution Centre through www.forbrug.dk.
The European Commission’s Online Dispute Resolution platform can also be used to fill a complaint. It is mainly relevant for consumers residing in another EU country than Denmark. Complaints can be submitted here – http://ec.europa.eu/odr. When submitting a complaint, please provide our e-mail address: info@aiwaii.com.

Force Majeure:
We are not responsible for delays or failure to meet our obligations in relation to the Terms if the delay or the non-compliance is due to events beyond our control.
Errors and modifications:
You can review the most current version of the Terms & Conditions at any time at this page.
We reserve the right to update, change or replace any part of these Terms & Conditions from time to time by posting updates and changes to our website. It is your responsibility to check our website periodically for such changes. If you do not wish to accept the new Terms & Conditions you should not continue to use the website. Thus, your continued use of or access to our website following the posting of any changes to these Terms & Conditions indicates your agreement to be bound by those changes and you confirm that we shall not be liable to you for any modification to or withdrawal of the website or its contents.
Occasionally there may be information on our website that contains typographical errors, inaccuracies or omission that may relate to product descriptions, pricing, promotions, offers, shipping charges, delivery date, availability and errors in other information. We reserve the right to correct any errors, inaccuracies or omission, and to change or update information or cancel orders if any information on our website is inaccurate at any time without prior notice (including after you have submitted your order).
Choice of law and jurisdiction:
Any contracts concluded between us using these Terms & Conditions are governed by Danish law. Any dispute which may arise in connection with our contract, including its existence or validity, must be brought before a competent court in Denmark.
Customer service:
You are always welcome to contact us by e-mail: info@aiwaii.com, if you have questions about your purchase or other inquiries. We respond to all inquiries within 24 hours every weekday Monday to Friday.
Terms & Conditions were updated 15.04.2021