Terms of sale

Effective date: 8 September 2026

Welcome to Royal Copenhagen’s online store at www.royalcopenhagen.com (hereinafter referred to as "the Webstore").  

Fiskars Online Oy Ab, Keilaniementie 10, PO Box 91, 02151 Espoo, Finland, registered under number FI31031109 is the seller (“Seller”, “us” or “we”) of the products and services offered on the Webstore.

If you have questions regarding the Webstore, please contact our customer service team . If your inquiry relates to a purchase, please provide your order number so we can assist you more easily. We only handle inquiries concerning the Webstore and purchases made here. For example, if you have purchased our products in one of our physical stores, from one of our retailers, or from another online store, please contact the respective store.

1. GENERAL

These Terms of Sale apply to all purchases made on the Webstore. 

By placing an order on the Webstore, you accept these Terms of Sale along with our Privacy Notice, Cookie Notice, Terms of Use , and any additional terms including but not limited to promotions or offers, specific product restrictions or product instructions, and information provided to you in connection with your product order.

If you do not accept the Terms of Sale, you shall not order products from the Webstore.
Any notices, disclosures, agreements and other communications relating to your use of the Webstore will be provided to you electronically.

These Terms of Sale do not affect your statutory rights, which cannot be waived or limited by contract.

2. ORDERS

You can place an order and buy products on the Webstore if you satisfy the conditions below:

•   you are at least 18 years of age;
•   you are the owner or authorized holder of a valid and accepted payment method to pay for your purchases; and
•   you agree to provide your real full name and correct and complete address, phone number, email address, payment details and any other required information.

Our ordering process allows you to review and correct any errors before submission. Once submitted, you cannot make any changes to your order, such as adding products or services to the order, because order processing begins immediately to ensure fast delivery.
When you place an order, you will receive an order received acknowledgment by email. However, this does not confirm that your order has been accepted. Order acceptance and the completion of the contract between you and us occur when the products are dispatched from our warehouse, and you have received shipping confirmation by email. We reserve the right to decline orders for any reason, such as product unavailability or incorrect listing, or without providing a reason. If we cannot accept your order, we will notify you by email and will not charge you.

As our product range is being constantly developed, we do not guarantee the availability of any product advertised on the Webstore. We reserve the right, without liability or earlier notice to change, discontinue or make certain product unavailable.

3. PRICES

Except where indicated otherwise, the prices displayed for products on the Webstore represent the full retail price listed on the product itself in effect at the time of your order.
All prices in the Webstore delivering to Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Estonia, Faroe Islands, Finland, France, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland are listed in euros. These prices include value-added tax or other applicable taxes for the European Union (EU) member states.

•  Orders within the European Union, United Kingdom or Norway: Shipping costs and any handling fees are calculated and disclosed separately before you submit your order.
•  Orders from outside the EU (excluding Norway): Applicable duties, import fees, taxes, and other charges are payable by you. You do agree and acknowledge that full payment of such fees, taxes or charges may be required for releasing the ordered products from customs on arrival. The Seller will not determine or collect the above-mentioned fees, taxes or charges. The final price of products will be shown on the checkout page before payment. For any delivery outside of EU, applicable value added tax will be 0%. The applicable price of products is displayed at checkout page before payment is made.

Prices in the Webstore are subject to change, but the price at the time of your order is the one that applies. Changes in price will not affect orders already placed.

Despite our best efforts, some products may be incorrectly priced. If a pricing error is identified in your order, we will contact you. If the error is obvious and you could reasonably have recognized it as such, we may cancel your order or, if applicable, request the return of the products in exchange for a refund.

Please note that Webstore prices do not apply to our other stores or those operated by third parties. We reserve the right to change prices and terms of payment at any time without notice. These changes will not affect orders already placed.

4. PAYMENT

We accept only certain payment methods which will be suggested when you proceed to payment. You can find more detailed information about the payment options here.

Your billing address must be within an EU or EEA country, Switzerland, the United Kingdom, Faroe Island, Greenland, Monaco or the United Sates of America. Please note that you cannot use a billing address which is outside of these countries.

When paying, you must provide the relevant details for the chosen payment method and approve the payment via the payment service provider or online bank. When you place your order, the payment will be reserved on your card or chosen payment method but payment will only be charged when we ship your order. Payment for Bespoke products, such as products customized with initials or names, is however charged at the time you submit your order. Payments made via online banking (if applicable) will be charged immediately. If you pay via bank transfer, you are not protected by the chargeback scheme.

We will not ship your order until your payment method has been approved by your card issuer or payment service provider.

We may use third-party providers to process payments. In such cases, you will be redirected to the third party’s website. Personal data processed by third-party providers is subject to their privacy policies. We protect your data using SSL (Secure Socket Layer) encryption, ensuring your account number and other sensitive information cannot be accessed by unauthorized individuals during the transaction.

Please note that we reserve the right to cancel your order without prior notice if your chosen payment method cannot be debited.

5.  PROMOTIONAL CODES

Promotional codes can only be used on the Webstore unless stated otherwise and are subject to their specific terms and conditions.

Promotional discount codes or similar promotions cannot be combined with other offers, discounts, or special prices unless explicitly stated.

Promotional codes are valid until they are redeemed, expired, or are withdrawn/canceled. We reserve the right to withdraw or cancel the promotion if deemed necessary by us after reasonable consideration. If an order is returned, we reserve the right not to renew the validity of the promotional code.

Personalized promotional codes:

•   Codes issued to a specific individual are personal and non-transferable.
•   Codes distributed or shared without our prior written approval are invalid and may be rejected or cancelled.

6.  DELIVERY

All delivery costs for products ordered through the Webstore include postage and packaging. In some cases, free delivery may be offered for specific delivery methods. For more details about the available delivery service providers and options, please refer to the information here.

We only deliver to addresses in the designated country of the Webstore. The country is displayed on the footer of the website and upon check-out (delivery country). Please note that if you change delivery country at the checkout, then all the sections at the checkout (such as availability of products and offers, currency, price, VAT rate, payment and shipping methods, Terms of Sale, etc.) will change accordingly.

Your order will be shipped to the delivery or pickup address provided during checkout, as confirmed in the shipping confirmation email. Please note that changes to the delivery address cannot be made once the order has been placed, so it is important to double-check your address before completing your purchase.

Please note that we cannot currently deliver to: PO BOX addresses, secure home delivery boxes or army barracks. 

Orders are shipped as quickly as possible, provided the products are in stock. If a product is out of stock and causes a delay, we will contact you to arrange the next steps. While we strive to ensure timely delivery, we cannot guarantee specific delivery times due to local delivery conditions. During high sales periods, longer delivery times should be expected, particularly for orders with gift wrapping or Bespoke products. Information about Bespoke products can be found here. Estimated delivery times may also be displayed during checkout.

If your order includes multiple products, some may be delivered in separate shipments if certain products are temporarily unavailable. You will not be charged additional shipping fees for split deliveries. In some cases, you may have the option to choose your preferred shipping provider or delivery method during checkout. We require you to provide a phone number during the ordering process so that the shipping provider can contact you if necessary.

Title in the products which you have ordered on the Webstore will be passed to you at the time your chosen payment method is charged. The risk for purchased products passes to you upon delivery. It is important to inspect the packaging and the products as soon as possible after receiving them. If you find any damage to the products or the delivery is incomplete, please contact our customer service team  immediately for assistance.

In cases where we are unable to deliver your order within thirty (30) days, we will reach out to you. If you decide to cancel the order we will remove the reservation on your card or chosen payment method or offer a full refund of your payment made via online banking. Refunds will be processed using the original payment method used during the purchase.

7.  RIGHT OF WITHDRAWAL

You have the right to withdraw from your purchase within 60 days of receiving the products, without providing any reason. If your purchase includes multiple products delivered in separate shipments, the withdrawal period expires 60 days after the last product is delivered.

To exercise your right of withdrawal, you may use the withdrawal function available in the footer of our Webstore, use the return form  attached to the shipping confirmation email or contact our customer service team. To assist you efficiently, please provide your order number when you contact customer service. Simply refusing delivery or not signing for the package is not sufficient.

Please include your order number, name, and email address with the returned items. You can find the order number in your shipping confirmation email. To help us process your return more efficiently, we recommend using the return form attached to that email. If you cannot access the form, please include a note with the same information.

If you choose to withdraw from your purchase, you must return the product to us without undue delay and no later than 14 days from the date you informed us of your intention to withdraw. All products shall be returned unused and in their original packaging. You are responsible for any reduction in the value of the product (and any gift with purchase) due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the product. If the product comes with packaging, please note that the packaging is important for resale. Any damage to the packaging or failure to return it will be considered a reduction in value.

If you received a gift with your purchase, you must return the gift with the product(s). If you do not return the gift, and you no longer meet the conditions for receiving the gift, we will deduct its value from your refund.

You will be responsible for the return delivery costs. You must insure the package to ensure coverage in case the package is lost or damaged during transit. Please include the return form or provide your order details so we can process the return and refund as efficiently as possible. Your order number is essential for us to identify and process your return.

Please note that Bespoke products, such as products customized with initials or names, are not eligible for withdrawal.

Please send the returned items to the following address:

Fiskars Denmark (Vita) A/S- Royal Copenhagen
Nøglegårdsvej 1
Delivery at Gate 8
3540 Lynge
DK – Denmark
Attn: Royal Copenhagen Online Store

When you withdraw from a purchase, we will refund your payment as soon as possible, and no later than 14 days after we receive your notification of withdrawal. However, we may withhold the refund until we have received the returned products, or you have provided us with proof of return. If you return your entire order, we will also refund the original shipping cost, up to the price of the cheapest standard delivery. Refunds will be processed to the payment method used for the original purchase.

Please note that for any returns of orders which are placed outside of EU, only the price paid in Webstore will be refunded, and the Seller will not refund any taxes, charges or other fees applied to the order by your country of residence, customs or authorities.
If you have any questions regarding your right of withdrawal, please contact our customer service team. Be sure to provide your order number for quicker assistance.

Please note that we only process withdrawal requests for products purchased directly from our Webstore. If you purchased products from another online store, a physical store, or a retailer, please contact them directly.

Products purchased from the Webstore can, however, be exchanged at our Flagship Store in Amagertorv, Copenhagen, or our Concept Store in Søndergade, Aarhus. Please note that exchanges at these physical stores do not qualify for refunds.

8.  COMPLAINTS POLICY

You have the right to file a complaint for defective products in accordance with the applicable legislation.

For issues such as defects, missing items, or delivery problems, please contact our customer service team. We kindly ask that you provide clear photographic documentation of the alleged defects, along with your order number, so we can assess the validity of your complaint. Additionally, please retain the product until your claim has been fully processed. In some cases, we may ask you to return the product for further inspection. In such a case, we will cover your reasonable return shipping costs for legitimate complaints. Be sure to keep proof of return, including the tracking and trace details.

Please note that we only process complaints for products purchased directly from our Webstore. If you purchased our products from another online store, a physical store, or one of our retailers, please contact the respective store.

9.  OUR RIGHT TO CANCEL

We reserve the right to cancel your order if we do not receive your payment, for example, if the payment method you selected cannot be charged, or if we are unable to deliver due to factors related to you.

10.  WEBSTORE ACCOUNT

When you place an order in our Webstore, an account is created for you. The account is linked to the email address you use when you place the order. All orders placed using the same email address will be registered and accessible to you in the account. Here  you can find instructions on how to access your account and how to delete your account.

11.  BREAKAGE WARRANTY

We offer a limited breakage warranty on selected products. You can find more details about this warranty here.

12.  PERSONALIZATION

Some of our products can be personalized, such as with a name or initials. You can find more information about personalized products, Bespoke, here. If you're unable to place an order for a personalized product because the name or initials are not listed on our Webstore, you can contact our customer service team  to inquire if it's possible to place such an order.

Bespoke products have a delivery time of up to 3 weeks from the date of order confirmation. 

Once bespoke order is placed, the text and/or design is final and changes cannot be made. Please double-check for accuracy before confirming. We are not responsible for errors in submitted text or design confirmed at checkout. 

Our designers reserve the right to make layout adjustments, including splitting text onto multiple lines, resizing, or adjusting placement and orientation, as necessary to fit your message/design within the customizable area. 

Bespoke products may not be returned or cancelled. Personalization is permanent.
Personalized content such as messages and designs which contain profanity, insults, sexual content, hate speech, or trademarks will not be fulfilled. Customer is responsible for any third-party claims arising from submitted content.  

13.  PERSONAL DATA

Please note that in order to provide the services, the information you submit to the Webstore will be transmitted to and shared with authorized third parties that may be located in other countries than where you reside. Any use of your personal data in the webstore is regulated by our Privacy Notice.

14. LIMITATION OF LIABILITY

All images, sizes and measurements as well as content and information are approximate, and offered at the Webstore “as is”. While we strive to ensure that all product information, such as sizes and measurements, is accurate, comprehensive and up-to-date in our Webstore, there may be minor variations in size, shape, or measurements. Please note that the colors displayed on your device may differ from those of the actual products due to variations in devices and display settings. 

We are only liable for compensation as required by mandatory legislation. Claims for compensation due to delays or defects are limited to the greatest extent possible. 
We cannot be held liable for delays or failure to fulfill orders caused by force majeure. However, we take reasonable steps to prevent and minimize delays resulting from such circumstances.

Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal data, we are not legally responsible for any losses that:

•   were not foreseeable to you and us when the contract was formed (e.g. technical issues);
•   that were not caused by any breach on our part;
•   business losses; and
  
•   losses to non-consumers.

15. APPLICABLE LAW AND DISPUTE RESOLUTION

Unless otherwise required by applicable mandatory law, these Terms of Sale shall be governed and construed in accordance with laws of the country where the Seller is established, exclusive its choice-of-law rules and principles. If a dispute cannot be resolved through negotiation, the dispute will be resolved by the applicable courts of the country and the city where the Seller is established, unless otherwise stated by applicable mandatory law of your place of residence. 

As a consumer, you will benefit from any mandatory provisions of the local law. Nothing in these Terms of Sale affects your rights as a consumer to rely on such mandatory provisions of local law.

We will try to resolve any disputes with you directly. If you and we cannot resolve a dispute using our internal complaint handling procedure, you may have other options. Please check with your local Consumer Protection Authority or alternative dispute resolution bodies, as applicable.

16. ENTRY INTO FORCE AND SEVERABILITY

We reserve the right to make changes to the Terms of Sale and other policies at any time. Any changes will take effect once they are published here on this Webstore. The Terms of Sale published at the time of ordering will apply to your purchase.

If any provision of these Terms of Sale is held to be invalid, illegal or unenforceable, that provision shall be enforced to the largest extent permitted by respective applicable law. This shall not affect or impair the validity, legality and enforceability of the remaining provisions.