Terms of service

You are buying from Vokshus, Rådjursstigen 1, 170 76 Solna, Sweden.

Email: info@vokshus.com. We normally reply within 24 hours on weekdays. Use the same address and email address if you want to complain about anything.

When you place an order you are offering to buy from us. The contract is made when we send you an order confirmation email.

If we cannot accept your order, for example because of an obvious pricing error or because an item is out of stock, we will tell you and refund anything you have paid.

Prices are shown in pounds sterling and include all taxes.

The delivery charge and any free delivery are shown at checkout before you pay, based on your delivery address and the items in your cart.

There is nothing extra to pay when your parcel arrives. No customs duty, no import charges, no courier handling fee. If any such charge is ever raised against you, send us the receipt and we will refund it.

The payment methods we accept are shown at checkout before you place your order.

Delivery to the United Kingdom normally takes 7 to 10 days. We will deliver within 30 days of the contract at the latest.

If we miss that, you can give us a further reasonable period in writing. If we miss that too, you can end the contract and we will refund everything you have paid. You can end the contract straight away if you told us before ordering that delivery by a certain date was essential, or if we refuse to deliver.

The goods stay our responsibility until they are physically in your hands, or in the hands of someone you have named. If a parcel is lost or damaged on the way to you, that is ours to put right, not yours. Tell us and we will send a replacement or refund you.

You have a legal right to cancel for any reason within 14 days, without giving a reason. The 14 days run from the day you, or someone you name, receive the goods. If your order arrives in more than one parcel, the 14 days start on the day the last parcel arrives.

How to cancel: tell us in writing. Email info@vokshus.com or write to the address in section 1. You can use the form in section 6, but you do not have to. Any clear statement that you want to cancel is enough.

Sending the goods back: send them off within 14 days of telling us. You pay the cost of returning them. The return address is Vokshus, Rådjursstigen 1, 170 76 Solna, Sweden.

Your refund: we refund within 14 days of receiving the goods back, or within 14 days of you showing us proof that you have posted them, whichever comes first. The refund includes the standard delivery charge you paid when you ordered. We refund to the same payment method you used, and we never charge a fee for refunding you.

You are welcome to handle and inspect the goods as you would in a shop. If you handle them more than that and their value drops, we may deduct that amount from your refund.

When exercising your legal right to cancel, send the goods back without undue delay, no later than 14 days after telling us. You choose the carrier and pay the direct return postage. We do not provide a return label. If we sent the wrong goods or there is a fault for which we are responsible, we pay the necessary return postage.

You do not have to use this form, but you may. Complete and return it only if you wish to cancel the contract.

To Vokshus, Rådjursstigen 1, 170 76 Solna, Sweden, info@vokshus.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date

[*] Delete as appropriate.

Give us a clear statement that you wish to cancel, for example by email to info@vokshus.com or by post to Vokshus, Rådjursstigen 1, 170 76 Solna, Sweden. You may use our cancellation form, but you do not have to. Please include your order number if available so we can find your purchase. You do not need an authorisation number from us to exercise your right to cancel.

We are under a legal duty to supply goods that are of satisfactory quality, fit for purpose and as described. Under the Consumer Rights Act 2015 you have the following rights, and we cannot limit them.

• Up to 30 days after delivery: if the goods are faulty, you can reject them and get a full refund.
• After 30 days: you can ask for a repair or a replacement. We pay for it, we do it within a reasonable time, and we do it without causing you significant inconvenience.
• If a repair or a replacement does not fix it, or if neither is possible, you can choose either a price reduction or to reject the goods and get a refund.
• In the first six months we cannot make a deduction for the use you have had if you reject the goods at that final stage.
• If a fault appears within six months of delivery, it is treated as having been there when the goods were delivered, unless we can show otherwise.
• We pay the cost of returning faulty goods, including postage from the United Kingdom.

Tell us at info@vokshus.com and we will explain what happens next. You do not need the box it came in, a form or a reference number to use these rights.

This is a voluntary promise from us, on top of the legal rights in sections 5 and 7. It never replaces them and it never shortens them.

If the bread bag does not suit you, email us within 365 days of delivery and we will give you the return address and refund you in full when it arrives. You pay the postage for this voluntary return, since it goes beyond your legal rights.

One practical note about the product rather than the law: the bag is not machine washable, and water hotter than 40 °C melts the beeswax. Damage caused that way is not a manufacturing fault. Your rights in section 7 are unaffected.

Email info@vokshus.com and put "Complaint" in the subject line. We aim to reply within 24 hours on weekdays and to resolve the matter within 14 days.

We are not a member of an alternative dispute resolution scheme. If you would like free, independent advice you can contact Citizens Advice at citizensadvice.org.uk.

Uncollected and refused parcels

If you do not collect the parcel by the deadline or refuse delivery, and this is not due to an error by Vokshus or the carrier, the parcel will be returned to the sender. You are responsible for the documented direct cost of return shipping. If Vokshus is charged this cost, the documented amount will be deducted from your refund. We do not charge a separate penalty or administration fee.

Failing to collect or refusing the parcel does not by itself constitute notice of cancellation. You must clearly tell us at info@vokshus.com if you wish to cancel the purchase. We may withhold the refund until we have received the parcel back or you have provided evidence that it has been returned, whichever occurs first.

This does not apply if the return is caused by Vokshus sending an incorrect or damaged item, or by a delivery error for which Vokshus or the carrier is responsible. In those cases, we follow the usual rules for faulty goods and cover the necessary return shipping.

Payment disputes

A reversal of payment through a bank, card provider, Klarna or PayPal does not necessarily settle every right and obligation under the purchase contract. If you keep the goods, we may only request payment or their return where there is a legal basis. Any payment claim must be explained in writing. Debt collection may only be used when the legal conditions are met; a genuinely disputed claim must not be pursued through ordinary debt collection. You retain the right to complain and dispute a claim. We do not seek double payment.

The contract is governed by Swedish law. This does not limit mandatory consumer rights under the legislation that applies to you in your country of residence, or your right to have a dispute heard by a competent court or dispute resolution body.

You can bring court proceedings about these terms in the courts of the part of the United Kingdom where you live.

How we handle your personal data is described in our privacy policy.