Complaints
If something goes wrong
1. Complain to us first
Email support@studiohafnia.mom or call +45 42 71 93 68. Monday to Friday, 09:00–16:00 CET. We answer within two working days.
Include your order reference, what happened, and photographs if the problem can be seen. We will:
- acknowledge within two working days;
- give you a decision in writing, with reasons — including when the answer is no, and what on the product page we are relying on;
- pay return postage where the complaint is justified.
Before you write, it may be worth checking whether what you are seeing is a defect or a property of the material — the difference is set out on the right of complaint page.
2. Center for Klageløsning
If we cannot resolve it between us, you can bring the case to the Danish Competition and Consumer Authority’s mediation unit, Center for Klageløsning, part of Nævnenes Hus. They attempt mediation between you and us.
| Who | Center for Klageløsning, Nævnenes Hus |
|---|---|
| Address | Toldboden 2, 8800 Viborg, Denmark |
| Online | forbrug.dk — complaints are filed through the Klageportal |
| Conditions | You must have complained to us first without reaching agreement. Minimum and maximum claim values and a filing fee apply; the current figures are published on forbrug.dk. |
3. Forbrugerklagenævnet
If mediation does not settle it, the case can go on to Forbrugerklagenævnet, the Danish Consumer Complaints Board, which issues a decision. It is reached through the same portal and the same address as above.
We will tell you in our final written answer that these routes exist, so you are never left to find them yourself.
4. EU online dispute resolution
If you live in an EU country other than Denmark, you can also use the European Commission’s online dispute resolution platform, which will route your complaint to an approved body:
You will be asked for our email address, which is support@studiohafnia.mom.
5. Data protection complaints
Complaints about how we handle your personal data go to the Danish Data Protection Agency:
| Who | Datatilsynet |
|---|---|
| Address | Carl Jacobsens Vej 35, 2500 Valby, Denmark |
| Online | datatilsynet.dk |
You can complain to them at any time, but we would rather you gave us a chance first — see the privacy policy.
6. Marketing complaints
If you think something we have written on this site is misleading — a load figure, a material description, a claim about what a piece can do — tell us, and tell the Danish Consumer Ombudsman if we do not fix it. Their office is Forbrugerombudsmanden, reachable through forbrugerombudsmanden.dk.
We have taken deliberate care not to claim things we cannot show. The list of claims we refuse to make is published on the natural materials page, and we would like to be held to it.
7. Courts
Nothing here stops you going to court. Our terms are governed by the law of Denmark, and as a consumer you keep the protection of the mandatory rules of the country where you live and may bring proceedings there.