Terms & Conditions
www.pilgrim.dk (hereinafter “the Website”) is supplied by Pilgrim A/S, registered at the following address:
CVR 2608 4369
If you experience any problems with our website or any orders placed on it, please contact our Customer Services department.
Tel.: +45 6333 3333 – Opening hours are Monday–Thursday from 08.00–16.00, and Friday from 08.00–15.00
Please also contact the Customer Service department if there are any aspects of these Terms and Conditions of Sale that you do not understand. In such instances, please contact the Customer Service department before you start shopping on www.pilgrim.net.
Please read the Terms and Conditions of Sale thoroughly before ordering any goods from www.pilgrim.net.
These Terms and Conditions of Sale (“the Conditions”) apply whenever you order or buy products from www.pilgrim.dk. The Terms and Conditions of Sale can be updated from time to time (e.g. to reflect changes in technology, our business model, system capacity or in relevant laws and regulations), and we therefore ask you to approve the Conditions each time you shop with us. Any reference to “you” or “your” means you as the user of this website; any reference to “we”, “us” or “our” means Pilgrim a/s.
If you do not accept the Conditions, you cannot order or buy goods from our website.
You are entitled to withdraw from this agreement without reason within 14 days of the day you or a specified third party (excluding the carrier) physically receives the goods. Read more under “Right to Cancel”.
The rules of the Danish Sale of Goods Act pertain to your purchase, which means that there are mandatory contractual guarantees for the products. Read more under “Faulty or Incorrect Goods”.
Orders can only be placed via www.pilgrim.dk. We do not accept orders sent via e-mail, letter or fax.
Our online store at www.pilgrim.dk is open 24 hours a day, but may be closed occasionally for maintenance; we try to perform such maintenance during the night whenever possible.
An order placed on a public holiday will be processed the following weekday.
You must be at least 18 years of age to buy goods on our site, and you must own a valid credit card that is accepted by us. If you are under the age of 18, you must have legal grounds for wanting to place an order with us.
We can only execute your order if the delivery address is a private or business address in one of the countries listed under Deliveries -> We ship to.
We reserve the right to cancel purchases in one of the following situations without accepting liability for compensation or other expenses:
- Your payment details are incorrect and cannot be verified.
- Your order is placed with the intention of committing fraud, etc. or in connection with a criminal act or other illegal activity.
- An unexpected error occurs on www.pilgrim.dk, e.g. payment error or similar.
- We have reason to believe that you are under 18.
At what point in the ordering process are you bound by your order?
Before making payment, you can revise the details you have entered, including delivery and billing addresses, or payment details. You can also change the goods ordered or remove goods from your basket. When you click “Buy and Pay”, a receipt will be shown on your screen. From that point on, you are bound by a purchase contract. Read more under “Right to Cancel”.
Please contact our Customer Service department if you make a mistake when placing an order – they are there to help!
After entering into the contract, the rules on Right to Cancel apply; please see below.
A contract to buy is in English.
Protection Against Fraud
To protect you and our other customers against fraud and maintain a high level of security for online shopping, we may perform verification checks. A verification check can include the data you send to us when ordering on the website, including your address and payment details.
Forms of Payment
We accept the following forms of payment
- Dankort (Denmark)
- Visa/Visa Electron
- Diners Club
- JCB card
Card Verification Value (CVV)
If paying by credit card, you will be asked to enter its CVV. You will find the three digits of the CVV on the back of your card, usually on the right-hand side. The CVV is needed to execute payment and to maintain a high level of security. Other, similar security precautions may also be in place.
Pilgrim’s payment system runs in partnership with Payment Business Services (PBS) and others. All the data transported between your browser and Pilgrim when making a payment is encrypted. How you check that a site is encrypted depends on which browser you use. All encryption methods run via a Secure Sockets Layer (SSL).
When your goods leave our warehouse for delivery, your payment will be debited from the payment service you use.
All prices stated for goods, delivery and other items include taxes, VAT and duties.
Costs for delivery, freight or carriage can vary, and are added to each order. Delivery costs are stated on a separate line of our payment page, and as a part of the total amount that you pay.
Prices on our website are shown in the currency of your country. Please use the “Select country” function at the bottom of the site if you want to change your choice of country. Your delivery address determines in which currency you will be debited.
Please note that changing the country to which delivery will be made can influence price and delivery costs.
When delivering to Danish addresses, payment is in Danish kroner (DKK)
We ship to:
Terms of Delivery
Goods will be delivered to the delivery address stated when placing the order. We only deliver to private and business addresses.
Your goods will be delivered on a weekday i.e. Monday to Friday. The delivery date depends on which country the goods are shipped to and which carrier is used.
Goods have to be signed for upon delivery. The person signing for the goods does not necessarily have to be you, although this is dependent on which courier service you use. Anyone at the delivery address (e.g. a family member, a friend, a receptionist, etc.) can sign for delivery with binding effect on you.
Please note that you bear any risk for the goods after delivery. If the packaging looks damaged, you should refuse delivery. If you want to complain about any defects or deficiencies, you must inform us. Read more under “Defective and incorrect products”.
If you order goods worth more than DKK 300 / EUR 40 / GBP 35 / NOK 350 / SEK 350, depending on the currency chosen, we offer you free shipping on this order.
A handling fee of DKK 45 / EUR 6 / GBP 5 / NOK 60 / SEK 60 (according to the currency chosen) will be added to your bill to cover order processing and shipping.
Right to Cancel
You can withdraw from the contract to purchase without giving any reason within 14 days.
The right to cancel expires 14 days after the day you or anyone you have designated (excluding the carrier) physically receives the goods.
To exercise your right to cancel, you must inform us (see Contact Details above) of your decision to do so in an unambiguous declaration (e.g. a letter or an e-mail).
The right to cancel is observed if you notify us that you are exercising it before the deadline to do so expires.
Consequences of Cancellation
If you exercise your right to cancel, we will refund the originally invoiced amount, including delivery costs (excluding extra costs arising from your decision to use a form of delivery other than the cheapest for standard delivery that we offer). The refund will be made using the same means of payment you used for the original transaction. You will pay all costs related to returning the goods, but will not be charged any form of fee as a result of the refund.
We will withhold the refund until we have received the goods or you have provided proof that you have returned them, whichever is the earliest.
You should return the goods without unnecessary delay and no later than 14 days from the date on which you informed us that you want to exercise your right of cancellation. We deem the deadline to be observed if you return the goods to us within the 14 days. We recommend that you save your receipt as proof that you have delivered the goods to the postal service/carrier.
Faulty or Incorrect Goods
If your order is faulty or we have delivered the wrong goods, please contact our Customer Service department so that we can put things right. If you discover a fault when accepting the goods from a carrier, you should refuse delivery.
When you contact the Customer Service department, state the order number, the product number (if you can) and describe what’s wrong with the goods. When returning goods, please include a copy of your invoice. Please clearly mark the package: Att.: IShop.
Other things to consider
- Updating the website
We do our best to keep the site updated and to ensure that prices, special offers, descriptions and other details are correct. Spelling mistakes, mistakes in prices, special offers, descriptions and other details can occur, and sometimes we find that the price of a product is wrongly stated.
- Force Majeure
We cannot be held liable for delays or failure to fulfil our obligations in accordance with the Conditions if such delay or failure to fulfil is caused by events beyond our reasonable control.
- Contractual Completeness
These Conditions represent the complete terms and conditions governing the contract between us.
If one or more of the terms or conditions in the Conditions are declared wholly or partially invalid, the other terms and conditions shall continue to apply.
We are entitled to assign our rights and undertakings in accordance with this contract with you to a third party. Assignment is naturally contingent on the standard of the service you receive being maintained. We will notify you in the event of such an assignment. By accepting these terms and conditions, you consent to such a possible assignment. You also accept that from the time at which we notify you of assignment, your rights can only be exercised with the third party in question.
- Personal Data Protection
We keep your personal data confidential. Please read the section on our Personal Data Protection Policy, which tells you how we use the personal data you give us during the ordering procedure and your use of the website in general.
- Complaints Procedure
You are of course always welcome to contact our Customer Service department if you have any complaints concerning a product bought from us. The Customer Service department can be contacted by telephone and e-mail. You can find contact details under “General Information” above.
You can also submit a complaint about a product bought from us to the Danish Competition and Consumer Authority’s Centre for Complaint Resolution, located at Konkurrence- og Forbrugerstyrelsens Center for Klageløsning, Carl Jacobsens Vej 35, 2500 Valby, Denmark. You can also complain to the Centre via www.forbrug.dk.
You can also use the EU Commission’s online complaints portal when submitting a complaint, which may be particularly relevant if you live in another EU country. You can submit a complaint using the following link: http://ec.europa.eu/odr. When doing so, you must state our e-mail address firstname.lastname@example.org.
If we cannot reach a joint solution through the Centre for Complaint Resolution, you can go to the Forbrugerklagenævnet (Danish Consumer Complaints Board).
Click on the link to submit an online complaint to the Board: https://minsag.forbrug.dk/FKVWeb/CheckComplaintStart.aspx
Governing Law and Jurisdiction
Any contract between us under these Conditions is subject to Danish law. Any dispute arising that is linked to such a contract, including the existence or validity of the contract, must be brought before a competent court in Denmark.