Terms and Conditions
1. General information
Bolia A/S
CVR: 25451996
Værkmestergade 11,1
8000 Aarhus C
Denmark
Email: customerservice@bolia.com
Telephone: + 4588960226
(‘Bolia’, “we”, ‘us’)
The following terms and conditions apply to all purchases of products from Bolia made by a consumer via Bolia.com or in a Bolia store. When you, as a consumer, make a purchase on Bolia.com or in a Bolia store, you agree to be bound by these terms and conditions.
2. Price and payment
- 2.1 Price
All prices are in British pounds and include VAT.
The total price of the order, including VAT, any taxes, etc., will be shown when you place your order on Bolia.com or when you make your purchase in the store.
Any delivery costs depend on the delivery address and the weight, scope and size of the order.
- 2.2 Payment
The full amount is paid when you place your order and we will immediately make your new furniture, in accordance with your requirements.
If you cancel your order, we will refund the amount to the payment method used. Please feel free to contact our Customer Care department for more information about cancelling an order.
- 2.3 Gift card
Gift cards issued by Bolia can only be used in the country where it was issued.
- 2.3.1 I have lost a gift card
A Bolia gift card is a bearer certificate and therefore does not contain any personal identification. Bolia is therefore unable to identify the owner of the card.
This means that we cannot block or replace your gift card if you lose it, regardless of the reason.
3. Order confirmation
After placing your order online, please check your order confirmation to ensure that the right products have been ordered. Please also make sure that you have provided the correct telephone number, address and e-mail address, so we can contact you for a suitable delivery date.
4. Delivery, collection and receipt of goods
- 4.1 Delivery
When you place your order or make your purchase, we will inform you of the delivery methods or collection options we can offer you. You will also be informed of the expected delivery date and shipping costs.
The expected delivery date will also be stated in your order confirmation.
Should your order be unexpectedly delayed, Bolia Customer Care will contact you as soon as possible to arrange a new delivery that is suitable for you. We reserve the right to make partial deliveries. In this case, shipping costs will only be charged for one of the deliveries.
- 4.1.1 Delivery of accessories
When you order an express item online at Bolia.com, you will receive your dream design within 3-5 days. We generally offer delivery by parcel post directly to your address or a parcel shop.
If you combine items in your purchase and buy a vase, a pillow and a sofa, we need to divide and conquer. All bigger furniture is customized to fit your needs – and this takes time. So, your express items will be by your side within the timespan provided above, while the sofa follows its own path – and delivery time.
- 4.1.2 Delivery of furniture
Before delivery, please ensure that the products can pass through door openings, staircases, etc. You can find the dimensions of all our products on our website or in your order confirmation.
The carriers will carry your new furniture into the desired room of your home and ask you to check the products and acknowledge receipt of correct delivery.
Please note that for safety reasons, the courier is not allowed to take off their shoes during delivery. We therefore suggest you cover the floors with a dirt sheet.
On the day of delivery, the driver will call you approx. 30 minutes before arriving at the address.
We do not offer shipment to islands that have no bridge or tunnel link to the mainland and not beyond the national border.
- 4.1.3 Delivery of outlet items
When ordering items from the online outlet, delivery availability depends on where the item is located and whether the packaging is complete. You will be informed about this during the ordering process.
4.1.4 Unsuccessful delivery
- 4.1.4.1 The furniture cannot pass
If we are unable to deliver the item due to space constraints, you may choose to sign for delivery on site. By signing, you accept a curbside delivery, and it will be your responsibility to bring the item into the desired room.
You may also request that the delivery driver take the item back. The delivery costs for the unsuccessful delivery will not be refunded.
- 4.1.4.2 Customer was not at home
If you are not at home and the delivery driver has to make an unsuccessful delivery, the goods will be taken back to the nearest Bolia pick-up point. You can collect the goods from there by arrangement, or you can order a new delivery.
You must expect delivery costs and delivery time for a new delivery.
- 4.1.5 Force Majeure
If exceptional circumstances arise that generally prevent us from complying with delivery deadlines, we may invoke force majeure. Examples of such circumstances include strikes, snowstorms, or fires.
- 4.2 Collection
You can choose to collect your new furniture yourself from your local Bolia pick-up point.
When you collect your goods from your chosen pick-up point, you must bring your order confirmation and valid ID. If someone else is collecting the goods, they must bring a valid power of attorney, their own ID and the order confirmation.
Please note that the staff at our pick-up points are unable to assist with loading furniture. We therefore recommend that you do not come alone when collecting larger items of furniture.
5. Right of withdrawal and returns
5.1 Right of withdrawal
- 5.1.1 Changing and cancelling furniture purchases
You can change or cancel your order completely or partially without any conditions and costs. However, any changes to your order may result in a new delivery date/pick-up date. If you wish to change or cancel your purchase, you must notify us either by telephone on +45 88 96 02 26 or by email to customerservice@bolia.com.
- 5.1.2 Changing and cancelling accessory purchases
Our accessories are sent shortly after placing the order, which means that we cannot change or cancel your order. If you do not want the item, you can either accept the package and return it again, or you can refuse receipt. In either case, the parcel will be returned to us, and we can then refund the order amount. Please be aware that if you refuse to receive your order, it may take up to 3 weeks before the package is back at our warehouse.
- 5.2 Returns
If you fall out of love with your new furniture, you can return it all within 100 days. You must return the item to Bolia within 14 days from the date you notified us of your decision to exercise your right of withdrawal.
When returning an item, it must be placed in its original packaging or otherwise securely wrapped.
Larger furniture items must be returned to the nearest Bolia pick-up point. You are responsible for any costs associated with the return. Please print two copies of the return slip sent to you - one for the shipping company and one for own records.
We also offer a 100-day full return policy on all accessories. This requires that the item is unused and returned in its original packaging. The enclosed return label may be used. If you do not use the enclosed return label, you are responsible for any costs associated with the return.
Please note that the 100-day right of return does not apply to outlet items, special orders and spare parts.
You bear the risk of the item during the return shipment. It is therefore your responsibility to ensure that the item is returned to us in the same condition as when you received it.
- 5.3 Condition of the item upon return
The item must be returned in the same condition as when you received it.
You are welcome to try the item to the extent necessary to determine its nature, characteristics and function. However, if you use the item beyond what is reasonably required to examine it, or if the item is damaged, you will be liable for any deterioration in the value of the item.
- 5.4 Refunds
We will process your refund as quickly as possible.
Once we have received the returned item and checked that it complies with the cancellation rules, we will refund your payment for the item in question, including standard delivery costs for the item. If you only cancel part of your purchase, the delivery costs will not be refunded.
However, you will only receive a partial refund or no refund if you are liable for any loss of value.
Refunds will be made using the same payment method you used for the original purchase.
In any case, the refund will be processed no later than 14 days from the date we receive the returned item.
We reserve the right to withhold payment until we have received the item back or until you have provided documentation that you have returned the item.
6. Complaints
As a consumer, you are entitled under statutory provisions to a two-year right of complaint for defects in the goods. This right applies to defects that already existed at the time of delivery, such as material or manufacturing faults.
The right of complaint does not cover damage resulting from improper use, normal wear and tear, or similar causes.
Please note that under the bottom of certain BOLIA sofas, a piece of fabric is attached solely to protect the sofa during transport. Damage to this fabric does not entitle you to make a complaint.
Our products, with the exception of outlet items, are covered by our 10-year warranty. Further details about our warranty can be found below.
- 6.1 Submission of a Complaint
Defects must be reported to us within a reasonable time after they are discovered. If a complaint is made within two months of discovering the defect, it will in any case be considered timely.
To submit a complaint, please complete the following complaint form: https://www.bolia.com/en/this-is-us/customer-care/claim/.
- 6.2 Transport damage
When you receive your new furniture, it is important to check that the correct products have been delivered and that there is no visible damage to the packaging or the product itself. If the packaging is damaged or shows any other visible signs of defect, you must sign the delivery note with a reservation for possible damage to the contents before accepting the delivery or refuse to accept the items and instruct the driver to take them back again.
If a product turns out to be damaged or defective after being unpacked, please contact Bolia Customer Care, who will help to find a solution. To enable us to quickly find the reason and a solution to the problem, please contact us no later than 5 days after receipt. Regardless of whether a possible damage is visible or concealed, you should contact our Customer Care department at customerservice@bolia.com or by telephone on (+45) 88 96 02 26.
When reporting the damage, please send photos of the packaging and the damage itself, preferably from several angles.
- 6.3 Outlet items
When purchasing products via our online outlet, as part of stock sales, or when buying display items and demo models in our stores, the purchase is made in consideration of any defects or damage existing at the time of purchase. Such known defects do not constitute a material defect and are not covered by our warranty.
For other defects or damage that were not present at the time of purchase, the statutory warranty rights pursuant to Section 6 shall apply. However, outlet and stock sale products are not covered by our 10-year warranty; only the statutory warranty period of two years applies.
Outlet and stock sale products cannot be exchanged for new products.
If, however, the product does not meet your expectations, it is subject to a 30-day return policy.
7. 10-year warranty
At Bolia, we know that quality materials combined with genuine craftsmanship result in furniture that lasts. Therefore, we offer a 10-year warranty on all our products, except for outlet products, valid from the date you receive your item(s).
The warranty covers any defects in function, materials or manufacture for the items that you have purchased from Bolia for private usage. See more in our warranty terms and conditions: https://www.bolia.com/globalassets/media/gb_warranty-terms-and-conditions.pdf
- 7.1 Products for Private Use
Our products are designed and manufactured for private use and comply with the applicable legal requirements for this purpose.
The warranty does not apply to products purchased or used for commercial or professional purposes.
8. Price guarantee
If you have ordered a Bolia product and find that we have an identical product at a special campaign price, we will refund the full difference on a Bolia gift card. The price warranty applies for one month from the order date. To use the price warranty, please contact Bolia Customer Care within the campaign period. The difference between the sales price and any campaign price will be refunded on a Bolia gift card. The gift card will be sent after the 100-day return policy has expired. The gift card is valid for three years.
Outlet products are excluded from the price guarantee.
You must contact us at customerservice@bolia.com to claim the price guarantee with your order number or order confirmation.