If we get it wrong

Step one: tell us

Email support@ancherstudio.shop or call +45 26 83 51 47 during monday to friday, 09:00–16:00 (europe/copenhagen). Include your order reference and, if it is about a piece, photographs.

• We acknowledge every complaint within one working day.
• We give a substantive answer within five working days, or tell you why we need longer.
• If you are right, we fix it — replacement, refund or redelivery — within 14 days of us agreeing.

There are faster routes for two common cases: something broken in transit, and a fault within two years. Neither costs you anything, including return carriage.

Step two: Center for Klageløsning

If we cannot settle it between us, a consumer can take the matter to the Danish mediation service. It looks at the case independently and tries to broker an agreement.

Body

Center for Klageløsning, Nævnenes Hus

Address

Toldboden 2, 8800 Viborg, Denmark

Online

forbrug.dk — complaints are filed through the portal at minsag.forbrug.dk

Cost

A filing fee applies, which is refunded if the case goes your way

Step three: Forbrugerklagenævnet

If mediation does not resolve it, the case can go on to the Danish Consumer Complaints Board, which issues a decision. It is reached through the same portal and the same address as above, and there is a separate fee for the board stage.

The board handles goods complaints above the minimum value threshold set for its jurisdiction, which every piece and every order in this shop is well above except the very smallest single items. If your complaint falls under the threshold, tell us — we would rather settle it directly than have you turned away.

EU online dispute resolution

Consumers resident anywhere in the European Union can also use the European Commission’s online dispute resolution platform, which routes the case to an approved body in the right country:

Platform

ec.europa.eu/consumers/odr

Our email, which the platform will ask for

support@ancherstudio.shop

Data protection complaints

Anything about how we have handled your personal data goes to Datatilsynet, Carl Jacobsens Vej 35, 2500 Valby, Denmark — datatilsynet.dk. The detail is on the privacy page.

Marketing complaints

If you think something we have published is misleading — a durability figure, an origin statement, a discount comparison — Forbrugerombudsmanden supervises Markedsføringsloven and takes complaints at forbrugerombudsmanden.dk. We would also genuinely like to hear it directly, because a figure we cannot defend is a figure we should not be publishing.

Courts

Nothing above removes your right to go to court. Danish law governs these sales and the Danish courts have jurisdiction; if you are a consumer resident elsewhere in the EU, that does not deprive you of the protection of mandatory rules in your own country or of the right to bring proceedings there.