Contact information 

Vetro
Prøvestensbroen 3A, st. tv. 
2300 Copenhagen S
 
Email: hello@vetro.dk
Phone: +45 2883 8200
 
CVR no. 40053166
 

Payment

At our warehouse you can pay with MobilePay, instant bank transfer or cash.
 
If you pay online via our webshop vetro.dk, you can pay with MobilePay, Apple Pay, PayPal, Visa/Dankort, Maestro or Mastercard. Payment is charged when your order is shipped. 
 
At Vetro you are always guaranteed secure payment. Our payment gateway is handled and supported by Pensopay, which ensures stability and encrypted payments. The data you submit when making a card payment is encrypted and only Pensopay can access that information. We do not store your card details and cannot charge amounts beyond what you have authorized for your purchase. This is also why you must accept our terms and conditions before purchase.
 

Order confirmation 

After completing your purchase, we send an email confirming your order. As soon as your order is packed, you will receive an email from Vetro with all necessary information so you can track it from the moment the package leaves us until it is in your hands. 

Shipping rates

Free shipping on all orders.
If you reside in Denmark/Europe your order is shipped with PostNord and international orders are shipped with PostNord or UPS. You will receive a tracking link when we have packed your order. 

Delivery time 

At Vetro we pack your order as quickly as possible so, all being well, you can receive your items within 1–3 business days. Please note that delays at suppliers, carriers or during sales periods may result in longer delivery times. As soon as we have packed your order, you will receive a track and trace number so you can follow your package.

For deliveries to non-bridge-connected islands, expect extended delivery times.

If collecting from a parcel shop, it is your responsibility as the customer to collect your order within the stated deadlines. If the order is not collected within the deadline, it will automatically be returned to Vetro. In that case you will be charged an amount corresponding to the costs associated with the return shipment (DKK 49). This also applies to reshipment of your order or if you cancel your purchase. Please note that you cannot cancel a purchase by simply failing to pick up your parcel at the chosen collection point.
Please note that Vetro does not cover import duties or other taxes for shipments outside the EU. 

Denmark – Standard delivery time 1–3 business days
Europe – Standard delivery time 2–5 business days
Rest of world – Standard delivery time 3–6 business days

Right of withdrawal

At Vetro we offer unique objects and all purchases made directly at our warehouse are not accepted for return. 

If you shop online and are resident in the EU, you have the option to return within 14 days from receipt of the order. Before returning, you must inform us by email at hello@vetro.dk.

You cannot withdraw simply by refusing to accept the item without also giving us clear notice of this. 

Return address
Vetro
Prøvestensbroen 3, st. tv. 
2300 Copenhagen S
Denmark 
 
You must return the order directly to our warehouse; we do not accept packages sent to parcel shops or similar. We recommend that you use a trackable and insured shipping method.

Please note that you are responsible for the condition of the item and bear the risk for the item from the time it is delivered to you until it is delivered back to Vetro. All items must be returned in the same condition as when shipped. Original shipping costs and return costs will not be refunded.

You are always welcome to contact us at hello@vetro.dk. 

Transport damage
When you receive your order, please unpack it immediately and contact us (within 24 hours) if the item has been damaged during transport. You must attach photos of the damaged item, the shipping label and the packaging (this is very important and it is your responsibility to include photos; if photos are omitted we cannot pay your claim).

Refunds
We will notify you when we have received and processed your return, and we will inform you whether your return has been accepted. If approved, you will be refunded automatically using the same payment method you used. Please note it may also take a few days for your bank/credit card provider to process the refund.

Uncollected parcels
Parcels that have not been collected from either the carrier or our warehouse will only be treated as a return if you have specifically informed us of this. Shipping and return costs will not be refunded. Any additional costs associated with uncollected returns will be charged to the buyer.

Reservations

Vetro reserves the right to any errors, price changes and out-of-stock items.
 

Complaints (warranty)

When you shop as a consumer you have a 24-month warranty period. If your complaint is justified, Vetro is obliged to repair or replace with an equivalent item, refund the money or offer a price reduction. This depends on the specific situation if a defect or fault occurs within 24 months of your purchase. You cannot claim for an item that has not been used correctly. You must complain within a "reasonable time" after you discovered the defect. If you complain within two months of discovering the defect, the complaint will always be considered timely.

Complaint options

If you wish to complain about an item bought from Vetro you should contact:Nævnenes Hus
Toldboden 2
8800 Viborg
See more at https://naevneneshus.dk/

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