Right of complaint

Under the Danish Sale of Goods Act (købeloven) you have 2 years from delivery to complain about a fault that was present at the time of delivery, even if it only became apparent later.

A fault present at delivery includes a defect in the material or the making of the piece. It does not include damage you caused, ordinary wear, or a piece that failed because it was used outside the limits published on its own page.

• Withdrawal — 14 days, no reason needed, for goods that are perfectly fine. You pay return postage.
• Complaint — 2 years, for a fault present at delivery. We pay reasonable return costs on a justified claim.
• Transport damage — report within 7 days of delivery. Fastest of the three, because we can still involve the carrier.

Glass has characteristics that look like faults to someone who has not bought handmade glass before. To be straightforward about which is which:

These are faults. Tell us.

• A crack, or a chip present on arrival.
• A base that will not sit flat on a level surface.
• A piece that fails in ordinary use within its published temperature limits.
• Surface colour that wears off within a handful of washes rather than over long use.
• A piece materially different from its stated specification.

These are not faults.

• On mouth-blown pieces: trapped bubbles, a wall that varies in thickness, a rim that is not perfectly level, a body that is not exactly symmetrical, and dimensions varying within 5%. These are characteristics of the process, described on the pieces they apply to.
• Colour that looks different from your screen. See colour and light — that is a reason to use the right of withdrawal instead, which is a lower bar and does not require anything to be wrong.
• Gradual wear of a surface-coated or hand-painted finish through repeated dishwashing, where the piece was described as surface-coated or hand-painted.
• Breakage from thermal shock in soda-lime glass — boiling water into a soda-lime glass, or a hot piece onto a cold surface.
• Breakage from being dropped or knocked. No piece here is toughened and we do not claim otherwise.

Contact us within a reasonable time of noticing the fault. Two months is always considered reasonable.

• Email support@studioabout.shop, or call +45 29471635
• Include your order reference and what is wrong
• Attach photographs where you can. For glass this usually settles it immediately without anything having to travel.

Do not post a cracked or chipped piece back before we ask you to. Damaged glass in transit is a hazard for whoever handles the parcel, and we can usually resolve the claim from photographs.

On a justified claim you are entitled to have the piece repaired or replaced, or to a reduction in price or your money back, as provided by købeloven. In practice, glass is replaced or refunded — it is not a repairable material.

We cover reasonable return shipping costs on a justified claim. If we ask you to return the piece, we tell you how to pack it first.

If we cannot agree, you can take it further — see complaints and dispute resolution.