Story 6 Beliefs 7 Locations 9 Markets 10 Supplier Manual
Tests and certifications
How to put up wallpaper
How to put up wallstickers
Logo 20 Hangtags 21 Packaging 22 Sales and POS materials
House shelving system
Wallpaper book and sample rolls
Fairs 28 Website 28 PR
Online image bank
Dealing with claims
Hello friend, First of all, I would like to thank you for our co-operation. We are happy to get the possibility to work with you. Please let me introduce you to our ferm LIVING Brand Book, which we have made to strengthen our co-operation. More than anything we are a creative design company, but we also work very hard to be a professional business partner to the people that invest time and money in our brand. The idea behind this small book is to make a helpful tool â€“ a guide where you can find important information about our products and ferm LIVING as a brand. Besides serving you with some relevant information, we hope we are able to give you useful inspiration when working with displaying and selling our products. Our common goal is to give our customers a unique experience when they shop for interior design. Thank you for your time and effort.
Trine Andersen Designer and owner
ferm LIVING draws on Scandinavian design traditions and retro charm – but with a distinctive graphic edge that makes every item firmly contemporary. ferm LIVING is rooted in Denmark, where Trine Andersen founded a graphic design studio in 2005. The decision to start her own business sprang from a personal vision of a bird on a branch, ready to take off. That bird remains a part of the ferm LIVING logo today.
- We believe in creating things that we cannot live without ourselves
ferm LIVING soon expanded into design and interior products. As Trine found herself unable to find wallpaper with the kind of graphic design she wanted, she took matters into her own hands – and her first wallpaper collection was launched in February 2006. The response from design-conscious audiences worldwide was overwhelming, and now a full and constant growing range of interior products is available around the globe. Besides sales on the homemarket, Denmark, ferm LIVING work closely together with agents/distributors around the world. Even so, all designs remain rooted in the Danish soil, where it all began.
- We believe in having fun
A HOUSE FULL OF PRODUCTS
Within the ferm LIVING ”house”, you will find products for every room in your home. The range includes wallpaper, textiles, decorative objects, wallstickers, designs for the kitchen, bathroom and office as well as a large collection for kids. The designs come in many different materials: organic cotton, recycled paper, leather, wood, porcelain and metals. Simply put, ferm LIVING favours honest materials that craftsmen have used for millennia – and prefers sustainable and organic alternatives where feasible. The shape of a house is a recurring feature in ferm LIVING designs. The products are made for people’s homes, and the simple house shape is an iconic symbol that just says “home”. That is why the house shape is a graphic key element on ferm LIVING labels, business cards, shop inventory – and of course also in the ferm LIVING product design.
- We believe in great designwork, quality and reasonable pricing - We believe that it is essential to be proud of our products and how we work - We believe that we need to work hard and work together as a team - We believe in doing things a little differently - We believe that it’s all about having a good gut feeling - We believe in getting better at what we are doing every day - We believe in being faithful to and proud of our Scandinavian roots, and we
proudly associate ourselves and our products with Danish values like great
design, human respect and focus on quality
- We believe in growing our business through strong relationships with our
customers and partners across the world. Together, we develop and create a
very strong identity
- We believe it’s important to believe in order to succeed
A WORD FROM THE FOUNDER
“The name ”ferm” was actually inspired by my grandmother. When she said that someone was “ferm på fingrene” – i.e. skilled with their hands, literally “good with their fingers” – it was high praise indeed. I like to think that she would approve of the ferm LIVING range; it is modern, but also has a reassuring homelike quality – and we try to make sure that every piece is made well.” “My designs have always been based in my own life. The very first wallpaper came into being because I couldn’t find the sort of crisp, graphic design I wanted. So, I simply decided that if I wanted a specific graphic style someone else might want it too – and went ahead and did it. Later, we became parents, and faced a similar situation when it came to design elements for children’s rooms. Later still, we found ourselves needing new things, as we moved into a bigger, loft-like home. Everyday life is my inspiration.” “I have never created anything on the basis of strategy or cool calculation; it has to come from the heart for me. I am very happy and grateful – and still somewhat surprised! – to see that these designs have appealed to so many people worldwide. And I still stick to the same design philosophy that began it all – doing what feels right. Then it has a much better chance of feeling right for someone else too.”
LOCATIONS Our office and showroom are located in Copenhagen, the capital of Denmark. Our warehouse is in Herning, Jutland.
WAREHOUSE ferm LIVING Warehouse Industrivej Syd 1A 7400 Herning Denmark
SHOWROOM AND OFFICE ferm LIVING ApS Laplandsgade 11 2300 Copenhagen S Denmark
DISTRIBUTORS / AGENTS Australia, New Zealand, Belgium, Finland, France, Netherlands, Italy, Japan, Luxembourg, Norway, Switzerland, Spain, Germany, Austria, US and Canada
RETAILERS Denmark, Chile, Cyprus, Faroe Islands, Greece, Hong Kong, India, Iceland, Israel, China, Croatia, Kuwait, Latvia, Lebanon, Lithuania, Malaysia, Morocco, Poland, Portugal, Russia, Singapore, Slovenia, South Korea, UK, Sweden, South Africa, Taiwan, Thailand, Czech Republic, Turkey and Hungary
SUPPLIER MANUAL We are determined to create quality articles for our customers. Our goal is to ensure high quality in all our products and in everything that we do. We resolve on acting in a responsible manner and therefore, we require all our suppliers to sign our Supplier Manual. The Supplier Manual is a set of rules and guidelines regarding the co-operation between the supplier and ferm LIVING. In signing our Supplier Manual the supplier also signs our Code of Conduct, in which we clearly state what we expect in terms of design exclusivity, quality requirements and ethics. Our suppliers and we follow the International Labour Organisation Conventions and Recommendations. We have suppliers all over the world and we put a lot of effort in choosing the right partners. We have local suppliers in Denmark and suppliers from markets nearby like Sweden, Germany, Portugal and Poland and Far East suppliers from India, China and The Philippines. We chose the countries with a certain expertise within a certain product area. For instance Sweden has good traditions with production of wallpaper and laminated birch veneer products. In Portugal you find many cork oak trees and it is by far the best country for cork production. Finally, India is very skilled in the making of fabrics and the manufacturing of textiles, especially organic cotton production. For us it is extremely valuable and exiting to work with suppliers from both local and global markets.
TESTS AND CERTIFICATIONS
GOTS The organic cotton we use meets The Global Organic Textile Standard (GOTS). GOTS is recognised as the world’s leading processing standard for textiles made from organic fibres. It defines high-level environmental criteria along the entire organic textiles supply chain and requires compliance with social criteria as well. Only textile products that contain a minimum of 70% organic fibres can become GOTS certified. All chemical inputs such as dyestuffs and auxiliaries used must meet certain environmental and toxicological criteria. A functional waste water treatment plant is mandatory for any wet-processing unit. Get more information at www.global-standard.org
OEKO-TEX STANDARD 100 Our largest textile suppliers are granted authorization according to Oeko-Tex Standard 100 to use the Oeko-Tex mark. This mark guarantee “Confidence in Textiles” and indicates that the textiles have been tested for harmful substances and pose no risk whatsoever to health. Get more information at www.oeko-tex.com
CE Several of our products are CE-tested. The CE-marking states that the product is assessed before being placed on the market and meets EU safety, health and environmental protection requirements. For example, most electrical products must comply with the Low Voltage Directive, and electrical toys must comply with the Toy Safety Directive. Following of our products are CE-approved: KIDS Mobiles KIDS Music Mobiles KIDS Hobby Horse KIDS Tents KIDS Lamps Wall Wonder Lamps Wallpapers
FOOD SAFETY Our porcelain kitchen items do not exceed the maximum limits for the transfer of lead and cadmium. All items have passed the European test (by LFGB) and the American test (by FDA). Furthermore, our cork items and tin boxes have passed the REACH test. REACH is an European Union regulation concerning the registration, evaluation, authorization and restriction of chemicals. Our wooden house cutting boards meets the European directives on materials and articles intended to come into contact with food. And our birch veneer products have passed the Migration Testing for Food Contact Materials.
EUTR Our large range of wooden products and paper products (except a few like toothbrushes and cloth pins) are all produced in Europe. All our European suppliers follow the EU Timber Regulation (EUTR), where it is prohibited to place illegally harvested timber and products derived from such timber on the EU market.
FSC The Forest Stewardship Council (FSC) provides a connection between the forest and the end user, ensuring that products with the FSC label uphold principles and criteria, which bring the highest social and environmental benefits. For instance our suppliers of wallpaper and laminated birch veneer products use FSC-certified wood ensuring responsible forest management. We are in a process of getting a Chain of Custody Certification allowing us to label our FSC products and use it for external communication. Get more information at www.ic.fsc.org Further information on specific directives, test results and certifications can be gained by contacting us.
DELICATE TEXTILES - INFORMATION Below we have listed some of our delicate textiles and explained more about their features, composition and care instructions. ORGANIC CANVAS CUSHIONS Our organic canvas cushions are made of heavy organic yarn, which has been purposely spun with slubs (thicker sections along the yarn). This means that the fabric is very robust and stabile. All cushions are unique as they are printed by hand and variants may occur. For best care: - Delicate machine wash 30° - Wash inside out - Only use detergent without optical white - Remove from washing machine immediately after wash - Reshape while damp - Iron inside out ORGANIC TWILL CUSHIONS Our organic twill cushions are made of fine twill weaved organic cotton giving the cushions a nice structure. All cushions are unique as they are printed by hand and variants may occur. For best care: - Delicate machine wash 30° - Wash inside out - Only use detergent without optical white - Remove from washing machine immediately after wash - Reshape while damp - Iron inside out ORGANIC TEA TOWELS (WITH PRINT) Our organic tea towels are made of fine twill weaved organic cotton giving the tea towels a nice structure. All tea towels are unique as they are printed by hand and variants may occur. For best care: - Mashine wash 40° - Only use detergent without optical white - Remove from washing machine immediately after wash - Reshape wile damp - Iron inside out SILK CUSHIONS Our silk cushions are made of high quality silk, which is a delicate fabric with a twill weaving and mat surface. All cushions are unique as they are printed by hand and variants may occur. For best care: - Delicate cold machine wash - Wash inside out - Only use delicates detergent - Do not spin - Remove from washing machine immediately after wash - Reshape while damp - Iron inside out KNITTED BLANKETS Our knitted blankets are made of combed yarn, which is extra smooth, fine and strong. With the jacquard weaving technique the blankets are more stable and stretchy than fabrics from basic weaving. For best care: - Delicate machine wash 30° - Only use detergent without optical white - Remove from washing machine immediately after wash - Reshape while damp 16
WOODEN PRODUCTS - INFORMATION SOLID OAK We have different wooden products made of solid oak. For instance our house cutting boards are made of solid oak and our candleholders are either made of solid oak (natural or smoked), maple or beech. For treatment of wooden cutting boards we recommend natural oils. PLYWOOD Plywood is a manufactured wood panel made from thin sheets of wood veneer. We have a range of products in birch plywood like for instance our house shelving system, our wooden illustrations and our dollhouse. SMOKED OAK VENEER We have several products made of smoked oak veneer like our letter trays and lamps. Smoked oak can only be produced because oak contains the active substance tannin by nature. The natural tannin content is determined by numerous factors such as climate during the growth phase and by soil conditions. The natural tannin content reacts with ammonia during the smoking process and darkens the oak. The degree of discolouration therefore depends on the oak’s natural tannin content on the one hand and on the duration of the smoking process on the other. The colour variation of the smoked oak is therefore an authentic characteristic. LAMINATED BIRCH VENEER We have a range of trays, cutting boards and buttering boards, which are made of laminated birch veneer. All products are dishwasher safe.
WALLPAPER & WALLSTICKER - INFORMATION WALLPAPER Our wallpapers are printed on Wallsmart quality: A new generation of non-woven wallpaper that is easier to hang. We have both surface and gravure prints – all with water-based colours. It is important always to use wallpaper paste for a non-woven quality. Calculate number of rolls: Measure the lenght and ceiling height of the wall. Multiply the two numbers to get the amount of square meters. Each roll of wallpaper is 10 meters long and 0,53 meters wide (5,3 square meters). If the chosen style of wallpaper has a longer pattern repeat (see label on wallpaper for information) consider to get extra ensuring you don’t run out. Important: Make sure that each roll has the same batch number. The wallpapers have been classified in accordance with the European classification for the reaction to fire behaviour of building products. The wallpapers are classified as B. Regarding smoke production they are classified s1 (least smoke) and flaming droplets d0 (no burning droplets). The wallpapers can be cleaned with a damp cloth. WALLSTICKER All components used for our wallstickers like vinyl and lamination film are CE-tested and certified. The European Union has also confirmed that DEHP (to be found in vinyl) poses no general risk to human health.
HOW TO PUT UP WALLPAPER
HOW TO PUT UP WALLSTICKERS
Follow the simple steps below when you hang wallpaper. You can also watch a step-by-step video at the following link: http://youtu.be/IQii2HHDT1Q
Follow the simple steps below when you put up wallstickers. You can also watch a step-by-step video at the following link: http://youtu.be/zWoDOUE2X58
WALLSTICKER MOUNTING GUIDE
WALLPAPER HANGING GUIDE
- HOW TO HANG WALLSTICKERS
- HOW TO WALLPAPER WITH WALLSMART
BEFORE · Remember to account for pattern repeat · Always use paste suitable for non-woven wallpaper · Check that all rolls of wallpaper have the same batch number. Be sure to buy enough rolls with matching batch numbers in order to get the same colour on all rolls (the batch number is printed on the label). · If you have large colour differences on wall, the wall must be primed before hanging the wallpaper (primarily when using bright wallpaper).
STEP 1 Use the plastic scraper to scrape across the transparent transfer sheet to ensure that the Wallsticker is completely fixed to the transparent transfer sheet. If desired, cut the sheet into seperate stickers. Then you can place the elements where you wish.
TOOLS Following tools are good too have 2
A sharp knife
GUIDE A. Apply paste onto the wall with a roller. Put on paste for about 2-3 lengths at a time. Use a brush to apply paste by ceiling, floor and edges. D
B. Pull up one length of wallpaper directly from the roll/floor, and hang it on the pasted wall. Make sure you have a few extra centimeters of wallpaper at the ceiling and floor and make sure that the wallpaper hangs straight.
D. Smooth the section of wallpaper from the top down and from the centre outwards. Use a wallpaper brush or spatula and make sure that all air bubbles are removed. E. Trim excess wallpaper using a sharp wallpaper knife. F. Hang the next section by butting the edges together. Make sure that the pattern matches across the two sections. Wash away excess paste with a damp, soft sponge. Do not rub.
STEP 4 When you have ensured that the Wallsticker fastens completely to the wall, carefully tear off the transparent transfer sheet. You can test if your wall is suitable for a Wallsticker with the little bird in this bag.
C. Make sure that the wallpaper hangs correctly by hanging a pair of scissors on a string from the ceiling.
STEP 2 Carefully tear off the white paper sheet so that the Wallsticker is left on the transparent transfer sheet with the glue facing outwards. It can be an advantage to tear off vertically downwards in order for the Wallsticker to let go of the paper sheet more easily. STEP 3 Place the motive on the desired spot on the wall or any flat surface. Use the plastic scraper for the mounting. Begin at the middle of the motive scraping outwards.
A bowl of water
STEP BY STEP ...
AFTER · Make sure to ventilate the room well to make the wallpaper dry. · The wallpaper is washable. If needed, wipe off with a damp sponge. · Wipe off vertically and do not rub.
HANGTAGS Our hangtags are shaped like a house - symbolising that ferm LIVING creates design for your home. We have two types of hangtags: One for our living collection and one for our kids collection.
The ferm LIVING logo is a registred trademark ( ÂŽ ) and is a characteristic typography combined with a bird, which has been used as a distinctive mark since the company was founded. The idea behind the logo came to life after Trine (owner and designer), mostly for fun, decided to visit a clairvoyant. Trine was astonished when the clairvoyant saw a little bird sitting confused on a branch, not knowing which way to fly. This sight was essential for Trineâ€™s decistion to follow her dream of starting her own business. When she founded ferm LIVING, the little bird knew exactly where to go and now it sits on top of our logo. The design and proportions of the logo are fixed and can never be altered. Always maintain the correct proportions in the shape and do not rotate the logo.
The ferm LIVING logo can only be printed in black and white.
Hangtag for Living collection
Hangtag for KIDS collection
PACKAGING In our packaging concept we have focused on creating a unique and coherent look. The stickers and belts are printed on a nice, recycled, mat and heavy paper quality.
SALES AND POS MATERIAL - Catalogue for wholesale - Living leaflets for end users - Kids leaflets for end users - Black logo foils for walls, shelves and windows (3 sizes) - Wooden logo displays for tables and shelves - Wooden display boxes for napkins, notebooks, posters etc. (3 sizes) - Display buckets for wallpaper and wallstickers - Wallpaper book - Wallpaper sample rolls - Tote bags - House shelving system (3 sizes)
HOUSE SHELVING SYSTEM
Our house shelving system is made of 18 mm birch plywood and comes with powder coated metal brackets. The legs and shelves are adjustable. We design products for people’s homes, and the simple house shape is an iconic symbol that just says “home”. Also, the house shape is a significant part of our design dna. With the shelving system there is a variety of possibilities for displaying our products in new way. Build a small interior world with our houses and inspire your customers.
Our wallpaper book is made as a ring binder and holds our wide range of designs. A good and flexible solution so it’s easy to add new designs from the collections. Please make sure to order seasonal updates on new wallpaper designs.
SAMPLE ROLLS AND DISPLAY
It is possible to order smaller wallpaper sample rolls (instead of full rolls). The sample rolls fit our wallpaper display system, where there is space for 12 rolls. HOUSE SHELVING SYSTEM - MEDIUM 9303 · 100 X 160 X 50 CM
HOUSE SHELVING SYSTEM - SMALL 9302 · 60 X 170 X 50 CM
HOUSE SHELVING SYSTEM - LARGE 9304 · 110 X 180 X 50 CM
OUR SHOWROOM IS ALWAYS OPEN - PLEASE CONTACT US OR YOUR LOCAL CONTACT FOR APPOINTMENTS. 26
FAIRS We participate in recognised national and international fairs showing our spring/summer and autumn/winter collections. We put a lot of effort in presenting our collections in an inspiring way and it is extremely important to us to meet our clients and the press face to face. On our website we have an overview of which fairs we attend.
PR We have a close collaboration with the press and always intend to be helpful with press requests. Please contact our PR responsible at email@example.com or your local contact for information regarding lending of products, company information, interviews or other requirements.
ONLINE IMAGE BANK Our website is an important tool for us. Here, all present products are on display and customers will be able to locate the retailer closest to them. The website is constantly developed, updated and improved. New pictures and products are added each season. The website expresses, like our catalogue, the profile, the uniqueness and diversity of our ferm LIVING brand.
With a password to our online imagebank you will be able to download high resolution images of all our products. Please contact us to get the password - firstname.lastname@example.org
Being a part of different social media platforms is important for us. It is a dynamic marketing platform that gives us the oppurtunity to build the story around the ferm LIVING brand, show our customers and followers what we are interested in, how we work and most important of all an easy way to communicate with them. Follow us on:
With access to our online B2B system, it will be possible to place orders online, see old orders and keep track of all invoices â€“ a helpful tool for optimising our co-operation. To learn more about requirements for access to the B2B online system please contact our customer service or your local contact. PINTEREST pinterest.com/fermliving
GENERAL CONDITIONS 1 APPLICATION AND VALIDITY 1.1 The below mentioned terms of sale and delivery shall apply to all deliveries unless otherwise agreed explicitly in writing. 1.2 Buyer’s indication of special conditions in connection with orders, offers etc. will not be considered as a derogation of the below mentioned terms, unless Seller has approved of such conditions. 2 FORCE MAJEURE 2.1 The Buyer shall not be entitled to compesation or to cancel the contract in case of a non-fulfilment which is due to force majeure. 2.2 Force majeure exists if Seller or its subsupplier are prevented from fulfilling the contract or related contracts due to war, civil war, riots, governmental intervention, import or export restrictions, Acts of God, including but not limited to earthquakes, storm surges, large scale floods, tornadoes, volcanic eruptions as well as trade disputes, fire or similar situations which neither should nor could have been predicted by the parties at the time of the entering into the contract. 3 LAW AND VENUE 3.1 Any disagreement or dispute between the parties regarding the interpretation and extent of these terms of sale and delivery shall be settled at the Danish District Court applicable to the Sellers head-office under Danish law. 3.2 Irrespective of the above mentioned in Article 9, and in the event debt collection by the Seller is required, the Seller may at its own discretion decide to recover the debt at the customer’s venue in accordance with the applicable law in the relevant country. SPECIFIC TERMS FOR SALE OF PRODUCTS: 4 OFFER/ORDER 4.1 A final contract between Buyer and Seller shall not be deemed valid until Seller has sent a written order confirmation to Buyer via e-mail. Buyer’s objections, if any, to the contents of the order confirmation shall be in writing and reach Seller no later than 24 hours after Buyer has received order confirmation.
4.2 An order can only be cancelled or changed upon written appro-val from Seller. Such approvals can be made contingent on Buyer compensating Seller’s costs and losses in connection with a cancellation or change (for instance if the goods have been dispatched), however, at least an amount equal to 15% of the agreed purchase price ex. VAT. 4.3 Orders for custom-made products cannot be cancelled or changed once such an order has been confirmed in writing. 4.4 It is not acceptable for Buyer to sell products to other retailers.
also apply for delivery of part of an order. 6.3 Should Buyer fail to pay in due time, Seller can charge 2% interest per month or fraction of a month from the due date. 6.4 In case of late payment, Seller is entitled to charge a reminder fee of DKK 100 per letter requesting payment sent to Buyer. 6.5 Buyer shall not be entitled to withhold any part of the purchase price as security for fulfilment of any counterclaim concerning other deliveries. Such withholding shall be concidered subtantial breach of contract.
5 PRICES 5.1 The final price will appear from Seller’s order confirmation and unless otherwise agreed, the prices are exclusive of at any time current VAT, customs, freight etc. 5.2 Purchases of less than DKK 5000 ex. VAT will be charged with a freight and handling fee of DKK 100 (this only applies in Denmark). 5.3 Seller reserves the right to price changes in case of extraordinary price rises, price fluctuations, strikes, lock-out and other conditions which Seller cannot control, cf point 2. 5.4 Prices quoted in foreign currency are based on the currency in Danish kroner as per the date of offer or order confirmation. Seller reserves the right to change prices accordingly in case of change in the exchange rate prior to payment. 5.5 Seller reserves the right to changes in prices and specifications. 5.6 It is against our policy to hand out catalogues and pricelist to other retailers and 3rd parties. These are confidential.
7 RETENTION OF TITLE 7.1 Seller reserves the ownership of the delivered goods until full payment is effected by the customer. All costs incurred in connection with the enforcement of the retention of title shall be paid by the customer.
6 PAYMENT 6.1 ferm LIVING insures all debtors through our partner Atradius Credit Insurance. The assessment is based on the company’s (VAT no) annual report. If payment terms are based on credit, they are given on the assumption that the demand can be insured by Atradius. If not, we reserve the right to claim full or partial prepayment. 6.2 Payment terms are net 14 days from date of invoicing unless otherwise agreed. These terms
8 DELIVERY AND FREIGHT 8.1 Delivery times are approximate and not binding, unless otherwise agreed and confirmed in writing. 8.2 Seller is entitled to postpone the estimated delivery time if overrun hereof is necessary due to conditions Seller cannot control, cf point 2. 8.3 In case of lack of specified place of delivery in order confirmation, place of delivery is Buyer’s address. 8.4 All shipments outside the EU are shipped in regulation with ICC’s incoterms using DAP. 8.5 Some products requires pallet freight for safe transportation. 9 DUTY TO EXAMINE 9.1 Buyer is obliged to initiate necesarry examination within 7 days of delivery in order to demonstrate any defects, as well as Buyer is obliged to inform Seller of any defect within the same time.
as a result of insufficient packaging or wrapping, Buyer forfeits notification of defects. 10.2 Prior to returning the goods, Buyer must contact Seller regarding the returning of the goods in question. Seller is entitled to refuse the returned goods if Buyer has not contacted Seller regarding the retuning of the goods beforehand. 10.3 Defects caused by incorrect handling/use, ordinary wear and tear, damage, inadequate maintenance, accident or other circumstances for which Buyer is responsible or bears risk, does not constitue a defect. 11 LIABILITY 11.1 Seller’s responsibility for defects is limited to replacement delivery. In case it is not possible for Seller to carry out a replacement delivery, Seller shall send a credit note to Buyer. 11.2 Claims for compensation of extra costs, operating loss, loss of profil or other losses as a result of the defective delivery cannot be advanced against Seller. 12 PRODUCT LIABILITY 12.1 Seller’s liability cannot exceed DKK 100.000. Buyer is obliged to indemnify Seller to the extend that Seller’s liability is limited according to this provision. 12.2 In case of personal injury caused by the goods and in case of damage to property usually meant for non-commercial use, Seller is responsible in accordance with the Danish Product Liability Act. 12.3 If a third party advances a claims for damages against either of the parties pursuant to this provision, such party shall immediately inform the other party hereof.
10 CLAIMS AND RETURNS 10.1 Defective goods must be returned to Seller in original and intact packaging and properly wrapped. If the original packaging is damaged, Buyer is responsible for ensuring proper packaging and wrapping. Should the goods be damaged 33
CUSTOMER SERVICE Our customer service team is always ready to receive your phone call on +45 7022 7523 during the following opening hours: Monday – Thursday: Friday:
8:30 am - 16:00 pm 8:30 am - 15:00 pm
You are of course also welcome to contact us by email at email@example.com. Our aim is to reply all emails within 24 hours upon receipt. You are also welcome to send your order to firstname.lastname@example.org, or contact us or your local contact regarding retailer login information.
DEALING WITH CLAIMS At ferm LIVING we prioritise our quality controls. As a result of this, we have a limited number of complaints. In case of complaints, these are handled thoroughly by our customer service or your local contact. Therefore, should you experience that one of our products does not live up to our usual standards, please send us or your local contact an email enclosing a photo of the faulty item together with a description of the problem. We will then revert to you with our comments soonest possible upon receipt – and preferably within 24 hours – in order to find a solution.
HEAD OFFICE ferm LIVING ApS Laplandsgade 11 2300 Copenhagen S Denmark
WAREHOUSE ferm LIVING Warehouse Industrivej Syd 1A 7400 Herning Denmark
email@example.com Tel: +45 7022 7523
See list of distributors & agents on www.fermliving.com