Terms and conditions

1. Acceptance of general terms and conditions

The Introvert’s Lair is a company under Danish and EU law. We specialize in sustainable products for introverts, such as clothing, accessories and home products.

Please read through these terms and conditions before purchasing products or using services from The Introvert’s Lair (also referred to as ‘we’ and ‘us’ through these terms and conditions).

These terms and conditions are a legally binding agreement between The Introvert’s Lair and the customer. By ordering from our site, www.theintrovertslair.com, signing up for our newsletter, interacting with our social media profiles, returning products, contacting us by email or contact form or otherwise contacting us or interacting with our site, you accept our general terms and conditions, including our Privacy Policy and Returns Policy.

The Introvert’s Lair reserves the right to change the terms and conditions under which our services and products are provided. Such changes will be effective on all new orders and interactions with us. We reserve the right to modify the contents of our site at any time. It is your own responsibility as the customer to regularly check our terms and conditions for any changes.

If you have any questions about the terms and conditions, the products or the website, please contact us at contact@theintrovertslair.com

2. Privacy policy and cookie policy

Our Privacy Policy states how we collect and use your personal data. The Privacy Policy applies to the collection and use of data through theintrovertslair.com (‘the site’) and any interactions with us through our social media profiles, chat, email, contact forms and regular mail. It explains what kind of data we collect, what this data is used for and the rights you have to control your own data. It is therefore important that you read and understand this privacy policy, before using The Introvert’s Lair’s services and site.

Please note that we cannot provide products and services to you without collecting and using your personal data. These products and services include fulfilling orders, customer service, contests, social media interaction, marketing and review invitations. 

When you browse, place an order or otherwise interact with The Introvert’s Lair through our site, email, mail, social media or other forms of communication, you agree that you have read and accepted our Privacy Policy and Cookie Policy.

You can read our Cookie Policy here.
You can read our Privacy Policy here.

3. Product information and changes

We do our best to make sure all the information and content on our site is accurate, complete and up to date, including product descriptions and listed prices. Despite our best efforts, mistakes can happen. Information and content are provided for general use only.

We reserve the right to change any product information and content on the site at any time without notice, for example by updating or otherwise changing product descriptions, prices and product images.

2.1 Product colours

We make an effort to show the colours of our products as accurately as possible. However, your screen settings can affect the way colours appear to you and therefore we cannot guarantee you will see them accurately.

2.2 Price changes

The Introvert’s Lair reserves the right to change the prices of our products and services at any time. Prices at the time of placing an order are valid throughout the buying process. At times where software or human error for instance list products with an obvious faulty price, The Introvert’s Lair reserves the right to cancel the order without any notification.

2.3 Product assortment changes

We have the right to change any stock availability on the site and to remove items from the product range before a purchase has been registered.

4. Shipping

3.1 Where do we ship?

We ship internationally, except for the following countries: Cuba, Crimea, Iran, Libya, Sudan, Syria and North Korea.

Because of the current global pandemic, we also cannot ship to these countries (temporarily):

Anguilla, Antigua & Barbuda, Netherlands Antilles, Aruba, Bahamas, Barbados, Belize, Bermuda, Bonaire, Botswana, Cape Verde, Dominica, Ecuador, Gambia, Grenada, Guinea-Bissau, Guyana, Haiti, Cayman Islands, Jamaica, Kosovo, Turks & Caicos Islands, Laos, Liberia, Malawi, Mauritania, Mongolia, Monserrat, Mozambique, Myamar, Nicaragua, Paraguay, Peru, Puerto Rico, Dominican Republic, Saint Kitts & Nevis, Saint Maarteen (Dutch), Saint Lucia, Seychelles, Sierra Leone, Syria, Uruguay, Uzbekistan, Venezuela, Yemen.

We will attempt to keep this list as updated as possible.

Packages shipped outside the European Union are sometimes subject to customs fees. Customs fees/taxes/duties/tariffs are not included in the shipping charges and they are your own responsibility. We do not issue refunds for customs fees and shipping. 

 

3.2 Where is your order shipped from?

Our supplier is in France, so that is where your order is shipped from. We do not have a retail location, as we are 100% e-Commerce.

3.3 Shipping times and tracking

Our shipping times are:

For the European Union: 1-3 weeks

For the rest of the world: 2-4 weeks.

Please note that while international orders usually take 2-4 weeks to arrive, delays can occur during transportation or at your local customs office. In these cases, it can take up to 7 weeks for an international order to arrive. We are not responsible for those potential delays.

Packages are always given a tracking number, so you can keep an eye on your order’s progress.

Depending on your destination and the courier service, your package can be delivered to your local post office/post box/other post location, if you are not home. The courier service is responsible for informing you about this potential situation and providing you with a time and a place for picking up your package. We do not have any control over the courier services.

3.4 Shipping prices

Shipping prices depend on the weight and size of the products in your cart and your shipping destination. We always select the cheapest shipping method for you.

You can check the precise shipping rate in advance when you proceed to checkout and type in your address information (this step does not complete your order. You can still choose not to complete it if you wish). 

3.5 Damages during shipping

If you receive a delivery where the package has obvious signs of damage, it is important that you do not sign for the package and that you open it with the courier to check if any items inside have been damaged. If there are damage to any items, it is important to follow these steps:

  • take clear photos of the package and the products.
  • refuse to sign for the package.
  • tell the courier to write in their notes that you have refused to sign for the package due to damage.
  • notify us at contact@theintrovertslair.com as quickly as possible and provide us with photos of the damaged item(s) and a description of what happened, so we can have a new order shipped to you.
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3.6 Package could not be delivered

If your order could not be delivered because you were not home and the courier service could not reach you, or if you did not pick up your package at the post office/post box/other post location, it will be sent back to us. You are then responsible for the cost of having the order shipped again.

5. Payment

The Introvert’s Lair accepts the following payment methods: Visa, Mastercard, American Express, PayPal, SEPA Direct Debit, Bancontact, SOFORT, Giropay, EPS, iDeal, Przelewy24, Alipay and Multibanco.

When you place an order through our website, you pay through a secure connection (SSL) and your credit card information is encrypted. We do not store your credit card information.

Prices are listed in EURO (€). 

We only accept orders from customers with a valid address.

6. Digital products

You are not allowed to make copies of our digital products except for personal use. Reselling and redistributing our digital products for commercial use is prohibited. Sharing our digital products for anything other than their intended purpose (such as giving a card to someone for a special occasion) is not allowed.

Digital products are not eligible for return because you receive access to the product immediately after payment and you cannot physically return the product to us. When you purchase a digital product, you agree to these terms.

7. Discount codes

Discount codes are applied at check-out. These cannot be used with other promotions.

8. Review invitations

When you purchase products from our site, you can agree to receiving an email invitation to review your order. If you consent to getting an invitation, you will receive an email 30-40 days after your purchase by an independent service provider. We work with a third-party service provider to ensure genuine reviews.

9. Submitted user content

If you submit or post ideas, photos, designs, non-personal information or creative suggestions, including suggestions for new products or services, for example through the reviews on our site, email, contact form, mail or our social media profiles, you agree that your submissions will be non-confidential and non-proprietary and will become the property of The Introvert’s Lair without compensation or credit to you. The Introvert’s Lair can use these submissions for developing, manufacturing and marketing products and services. 

10. Changing or cancelling order(s)

If you have typed in a wrong address, when you made a purchase, we can update your information if your order is not in production yet. Contact us at contact@theintrovertslair.com right away.

If you want to add/remove products or change colors or sizes, you have to cancel your order and place a new one. If your order is not in production, we can cancel it for you. If it’s already in production or being shipped, you can return the products later on and receive a refund. We do not cover the shipping costs for returns.

We reserve the right not to accept your order. We also reserve the right to cancel an order without being liable for any damage or costs other than refunding any payment received from you for the order we cancelled, if:

– the product is not available / in stock
– your billing information is not correct or not verifiable
– your order is flagged by our security systems
– we have not received payment after you placed your order
– we believe you are under the legal age in your country
– there was an error in the price on the webshop
– we cannot deliver to the address provided by you
– there is an event outside our control such as system loopholes and malfunctions, war, civil war, natural disasters, disease outbreak and pandemics, terrorism or government restrictions.
– there was misspelling, pricing or other errors or mistakes in The Introvert’s Lair’s information.

11. Customs, duties and tariffs

Orders shipped outside the European Union are sometimes subject to customs fees. We are not in control of these fees. Your local customs office is responsible for any fees you might be asked to pay. Fees are calculated differently in each country.

Customs fees/duties/tariffs are not included in the shipping costs and they are your own responsibility. We do not issue refunds for customs fees/duties/tariffs or shipping. 

You always have the option to refuse your order by not paying the customs fees and thereby not receiving your package. It will then eventually be returned to us. After you have contacted us by email and we have received your order back, you will be able to get a refund (minus the original shipping costs and the potential fees the return process may require for us).

To refuse your package can be a slow process due to how long your customs office is required to hold the package before sending it back to us, as well as the shipping time back to us and the time it takes for a refund to be issued and transferred to you.

Therefore, for your sake AND ours, we encourage you to find out in advance, if you will have to pay any customs fees.

If you have questions about customs fees, please contact your local customs office for information.

12. Returns policy

9.1 You have 14 days to change your mind

Customers have the right to return product(s) to us. Notify us within 14 calendar days after delivery by writing an email to contact@theintrovertslair.com. In this email, please put your full name, the email address you used for your purchase and your order number.

Please, do not send return items to the address on the package you received. Wait for us to respond to your email and inform you where to send the return order.

After you have notified us by email, you have an additional 14 calendar days to ship the order. You are responsible for the shipping costs. The return shipment must have a tracking number that you send to us at contact@theintrovertslair.com, after we’ve responded to your first email. Do not ship the item beforehand. We are not responsible for return orders that are lost during transportation.

9.2 Return products must be in original condition

All products must be returned in the original packaging and in original condition. Products that are not in original condition can result in a partial refund, depending on how much value the product has lost. If you have misused or damaged the product, you are not eligible for a refund.

We cannot accept returns if:

– the product has been used more than simply trying it on/out
– the product has been washed
– the product has been damaged
– the product has a strong smell or is filthy
– the product is returned without original packaging.

When we receive your order back, we will issue your refund within 1-4 days. If you want to receive new items, you will need to place a new order through our site.

Please note that the time it takes a refund to be transferred to your account varies depending on the credit card company or other payment service. We issue your refund within 1-4 days. After that, your credit card company or other payment service is responsible for processing the refund.

If you want information on when your refund will be in your account, please contact your credit card company or the other payment service you have used to purchase your order.

9.3 Specific for customized products

Customized products are unique products created specifically for you and for that reason, they are not eligible for return. 

We print the products exactly as you have typed the information when you ordered them. We do not spell check or fact check what you have typed, and you do not receive a layout for approval before purchasing. It is your own responsibility to ensure the accuracy of the information you give us, when buying custom products.

When you purchase a customized product, you agree to these terms.

9.4 Specific for digital products

Digital products are not eligible for return because you receive access to the product immediately after payment and you cannot physically return the product to us. When you purchase a digital product, you agree to these terms.

9.5 You have received the wrong items

If you received the wrong item, please contact us at contact@theintrovertslair.com with your name, the email you used to place your order, the order number, which item you received and which item it should have been. We will resolve the problem as quickly as we can.

9.6 Damaged items/package

If you receive a delivery where the package has obvious signs of damage, it is important that you do not sign for the package and that you open it with the courier to check if any items inside have been damaged. If there are damage to any items, it is important to follow these steps:

  • take clear photos of the package and the products.
  • refuse to sign for the package.
  • tell the courier to write in their notes that you have refused to sign for the package due to damage.
  • notify us at contact@theintrovertslair.com as quickly as possible and provide us with your order number, photos of the damaged item(s) and a description of what happened, so we can have a new order shipped to you.
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9.7 Get started

To get started on the return or exchange process, please contact us at contact@theintrovertslair.com. Remember to include your full name, your order number and the email address you used for your purchase. Thank you.

13. 2 year guarantee

All our products come with a 2-year guarantee to protect you from manufacturing errors. If your product has a defect when you receive it or if it no longer works for its intended purpose within 2 years, you can use the guarantee to receive a refund or a replacement product. However, certain conditions apply:

– The guarantee covers any product defects that existed at the time of delivery and become apparent within 2 years. For example: If you receive a mug where the text and picture is only printed half-way on it, that is a defect that existed from the moment you received the product.
– In cases where the product has an existing defect, The Introvert’s Lair can choose between giving you a refund or sending you a replacement product, free of charge.
– In situations where it is difficult to tell, whether a defect has been there from the beginning, The Introvert’s Lair can ask you to provide proof. This can include more detailed pictures, a more detailed description of the problem or sending the item(s) back to us, so we can inspect them. Any items sent to us always need to be packaged responsibly and have a tracking number and you should always keep proof of shipment. If we can confirm that the product has a manufacturing error, we will cover the shipping costs you have had from sending the item to us. If not, you are responsible for any shipping costs, including the ones we might have, if you request the item back after we have examined it.

The guarantee does not cover misuse, accidents and other self-inflicted damage on products.

The guarantee does not cover normal wear and tear.

The guarantee does not cover damage on packaging such as cardboard boxes and paper wrapping, only the product itself.

Get started

To get started on the return or exchange process, please contact us at contact@theintrovertslair.com. Remember to include your full name, your order number and the email address you used for your purchase. Thank you.