Shipping & Returns

Delivery

Lulu Mosquito offers free GLS delivery in EU for all orders over EUR 120. We deliver via GLS ParcelShop, GLS Business or PostNord to collection points. Delivery times are 1-4 days. Orders delivered to a home address are subject to an additional charge of EUR 6. Once your package is shipped, you will receive an email with a tracking code for your package. If you need help making an online purchase, please feel free to contact us by calling tel. +45 93808402 or sending an email to shop@lulumosquito.com.

For delivery to the rest of the world Lulu Mosquito charge EUR 45 delivered to collection points, for delivery to private address Lulu Mosquito charge EUR 50

Returns and cancellations

Purchases may be cancelled for any reason within 14 days of physically receiving the order. For multiple items purchased in one order, you may cancel the purchase of some or all of the items. If the cancellation deadline is on a public holiday, Saturday, Sunday, Constitution Day (5 June), Christmas Eve (24 December) or New Year’s Eve (31 December), the cancellation deadline is extended to the next weekday. This does not apply to custom-made items – these items cannot be returned.

 

How to exercise your right to cancel

To exercise your right of cancellation, send an email to this effect to pernille@lulumosquito.com. You may not cancel, refuse receipt of an item or refrain from collecting an item without first having sent an email stating that you wish to exercise your right to cancel to pernille@lulumosquito.com.

 

Return of items and associated costs

International customers: If you decide to cancel your purchase, return the item to us without undue delay and within 14 days of informing us of your wish to cancel the purchase. Return items must be sent to: Lulu Mosquito, Øster Snedevej 15, 7120 Vejle Ø, Denmark. Your return package must also include a copy of the order confirmation, invoice or other documentation showing your purchase. Items must be returned directly to the above address at the sender’s expense. You also need to make sure that all items are carefully packaged when returning them. You are personally responsible for the package(s) until they are received by us. Therefore, keep any postal receipts and any track-and-trace number. Danish customers: If you decide to cancel your purchase, send an email to this effect within 14 days of receipt of the purchase to pernille@lulumosquito.com, and we will send you a return label free of charge by regular mail.

 

Refunds in the event of cancellation of purchase

If you cancel a purchase, we will refund all payments received from you for the purchase, including any shipping costs, subject to the following restrictions: If you purchased multiple items on an order and only wish to cancel part of your purchase, we will not refund the delivery costs. If you choose a return delivery method which is more expensive than the cheapest delivery method we offer, you will not be reimbursed for the extra cost. We will refund all amounts without undue delay and always within 14 days of the date of receipt of your order cancellation. However, we may withhold refunds until we have received the return items, or until you have submitted documentation that you have returned the items. We will refund your money using the same payment method you used in the original transaction, unless you explicitly request another refund method. Under no circumstances will you be required to pay any kind of fee as a result of a refund.

 

Trying out an item and packaging

You will be liable for any deterioration in the value of an item as a result of handling beyond what is deemed necessary to determine its nature, properties and the way it functions. You may normally examine an item in the same way that you would in a store. However, you may not use it. If you have used it in a way which is not permissible, or in a way that you would not do in a store, and we cannot sell it again at its full price, you must expect to have an amount corresponding to the value by which the product has depreciated deducted from any amount refundable to you. If the item is no longer sellable, we will not refund the purchase amount. All items must be returned in their original packaging. You should also make sure to carefully package return items. You are personally liable for the package/items until they are received by us. Therefore, keep any postal receipts and any track-and-trace numbers.

 

Complaints in the event of defective items

As a consumer, you have a right to complain within a period of 24 months. This means that if the item has a defect and you complain promptly, you have the right to have the item repaired or replaced. If this cannot be done, or cannot be done within a reasonable time period, you may have your money refunded or receive a price reduction, depending on the circumstances. A defect is, for example, a defect in manufacture or materials or incorrect information about the item. However, ordinary wear and tear or damage to the item caused by you is not a defect. If you discover a defect, submit a complaint to us within a reasonable time period. We recommend that you complain as quickly as possible, especially if such damage has been caused by transport. However, complaints submitted within two months of having discovered the defect will still be considered a reasonable time period. If your complaint is valid, we will refund reasonable and necessary shipping costs. If you believe that an item has a defect, please supply us with as many details as possible about the nature of the problem. Please note that any items returned must always be properly packaged, and you must obtain a receipt of shipment. Keep any postal receipts, including information about shipping costs and any track-and-trace number.

 

Complaints process

Please contact us by email, stating your reason for any complaint, and please attach a picture. If we do not accept your complaint regarding an item you have purchased from us, you may submit a complaint to the Danish Competition and Consumer Agency, Centre for Complaints, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark.

You may also submit a complaint to the Danish Centre for Complaint Resolution via www.forbrug.dk. The European Commission’s online complaint portal may also be used to file a complaint. This is especially relevant if you are a consumer who is resident in an EU country other than Denmark. Complaints may be submitted via http://ec.europa.eu/odr. If you submit a complaint, remember to provide our email address: pernille@lulumosquito.com.