General information

Sōm
Tøndergade 13, 3rd floor
1752 Copenhagen V
CVR: 32962424
info@soempatterns.com

Pricing

All prices are in Danish Kroner DKK including Danish VAT. All prices can be subject to change.

Payment/Orders

Sōm accept Visa/VisaDankort, MasterCard, Mobile Pay and Swish. Your order will be processed and sent when payment is processed and received. 

Delivery

All digital orders are sent as a download link via e-mail immediately after purchase. Please get in touch at info@soempatterns.com if you do not receive your ordered pattern within a reasonable time. 

Shipping within Denmark

Orders shipped with PostNord are delivered within 2-5 workdays.

International shipping

Orders shipped with PostNord are delivered within 5-15 workdays.

We ship orders Monday-Friday — bank holidays not included.

Orders received during the weekend or on a bank holiday are shipped on the first coming workday.

Holidays and bank holidays may cause longer delivery times.

Right of cancellation for digital goods

Digital sewing patterns can be returned within 14 days after purchase, if files were not downloaded from the in mail download link. Please reach out to info@soempatterns.com with your relevant information in order process a refund. 

Right of cancellation for physical goods 

When purchasing physical products, the cancellation period is 14 days unless other arrangements have been made or are stated on your order confirmation.

Return policy

The 14 days right of cancellation period begins the day an order is delivered.

Please note that the customer is responsible for all costs associated with the return including custom clearance if the package is sent from a country outside the EU. Returns from outside the EU should be marked clearly as "Goods returned".

Returned products must be unused and in the original, unbroken packaging. 

Notification of return must be given no more than 14 days after delivery and the return parcel must arrive no more than 14 days after the notice of return has been given.

The customer bears the responsibility for the returned products until Sōm sends confirmation that the parcel has been received. Returned products must be sent appropriately wrapped and sent with trackable shipping if you want confirmation of delivery.

Your shipping receipt is your documentation that the return parcel has been shipped and given into the care of the shipping company.

If returning the entire order, a full refund is given for both the physical products and the cost of shipping. If a shipping option other than the cheapest standard shipping was selected, only the cost of the cheapest standard shipping option will be refunded.

Returns are refunded to the same payment method that was used when placing the order. 

Rights to use

Purchasing a sewing pattern serves as a license to individual and personal use only.

All rights are reserved and owned by Sōm and products (digital or physical) may not be subject to the use of third parties for either printing, selling or distributing commercially nor privately.

We reserve the right to alter and change any product, pricing, web content, policies and in general Terms & Conditions at any time.

Procedure for Handling Complaints and Conflicts

1. Receiving a Complaint

• The customer can submit a complaint via this email info@soempatterns.com.
• Complaints must include the order number, a detailed description of the issue, and any relevant documentation (photos, receipts, etc.).
• The customer will receive a confirmation of receipt within 24 hours.

2. Assessment and Processing of Complaint

• The complaint is reviewed and assessed based on the webshop's policies and terms of trade. 
• If any information is missing, the customer will be contacted for further details. 
• A solution will be proposed within 3-5 business days.

3. Resolution of Complaint

Possible solutions may include:

• Refund of the amount
• Exchange of product
• Discount or other compensation The customer will be informed in writing about the proposed solution. The customer has the opportunity to accept or provide further comments.

4. Escalation of Complaint

• If the customer is not satisfied with the solution, the case will be reassessed, and a final decision will be made within an additional 5 business days. 
• The customer will be informed of the final decision.

5. Conflict Resolution

• If a conflict cannot be resolved internally, the customer will be referred to an external complaints board, such as the Consumer Complaints Board. 
• The webshop will fully cooperate with relevant authorities to find a fair solution.

6. Prevention of Future Complaints

• All complaints are recorded and analyzed to identify patterns or recurring issues.
• Adjustments to the webshop's processes and policies are implemented as needed to improve customer satisfaction.

This procedure ensures a structured, fair, and professional handling of complaints and conflicts in the webshop.