Terms & Conditions

Applicable from 14 February 2018

1. Introduction

Welcome to the TRUE NORTH Website, which is owned and operated by TRUE NORTH COSMETICS ApS, business reg. no. (CVR no.) 35864520, Hvidovre, BYVEJ 55, Denmark (“TRUE NORTH”). By using any part of this Website, completing your customer registration with us and/or placing an order in the Webstore you agree to be bound by the Terms and Conditions and our Privacy Policy.

2. Eligibility

To be eligible to purchase goods on this Website and to lawfully enter into and form contracts on this Website under Danish law you must:

  • Be aged 18 or older.
  • Register to use the Website by providing your real name, phone number, e-mail address, payment details and other requested information.
  • Stipulate a valid delivery address. Please note that PO box numbers are not acceptable.
  • Possess a valid debit/credit card issued by a bank acceptable to us.
  • You warrant that the personal information which you are required to provide us with when you register as a customer is true, accurate and current in all respects.

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorized to use.

Purchases made on this Website are for personal or gift use of the buyer only and are not to be used for re-sale, commercial purposes or any other commercial benefit.

3. Language

The language of the Terms & Conditions, Privacy Policy and is English.

4. Orders

You may place Web orders 24 hours a day. We handle orders in the period 9:00 AM – 4:00 PM on business days.

When placing an order, we will send you an immediate receipt by email confirming receipt of your order. Please note that this receipt is not an order confirmation and that the order is not binding upon us at that time. A binding agreement between you and TRUE NORTH has not been entered into until we confirm by email that the order is binding upon us. The final order confirmation will also include delivery and track and trace information. If you wish to receive a new copy of your order confirmation at a later date, please send an email to customerservice@truenorthcosmetics.com.

You are responsible for providing correct customer information when shopping Web since we will not subsequently validate or verify such information.

In case a product is marked as sold out, it is not possible to place an order. You may, however, contact us at customerservice@truenorthcosmetics.com, and a customer service agent will inform you when the product will again become available and whether it will be possible to find a similar product in stock.

5. Payment

TRUE NORTH Web Shop accepts the following credit cards:

  • VISA/Dankort
  • JCB

PLEASE NOTE that your card is debited with the purchase amount once TRUE NORTH has sent you the order confirmation email.

To comply with the high security requirements set by VISA and EURO/MASTERCARD, we use a hosted payment service. This means that the actual payment and credit card data is not handled by our server but directly by NETS DENMARK A/S (CVR-nr 20 01 61 75 / Tel: +45-44 89 24 80 / www.nets.dk/payments), our payment service provider.

When you enter your credit card number, the data is sent through a secure connection directly to NETS DENMARK A/S. If the payment is accepted, we receive a message triggering the necessary documents, receipts and emails.

The hosted payment service used by TRUE NORTH is fully PCI DSS (Payment Card Industry Data Security Standard) compliant. TRUE NORTH has no access to your credit card information, and therefore cannot record or store your card information.

NETS DENMARK A/S supports 3D to identify the cardholder, thereby reducing the risk of misuse of card data. If your card is connected to 3D Secure, you will be switched to your bank for verification before payment is approved. Payment will be debited and cleared from your account upon acceptance of your order by TRUE NORTH.

You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to, or subsequently refuses to, or does not, for any reason, authorize payment to us, we will not be liable for any delay or non-delivery. We will retain the legal ownership of the goods until you have made full payment and such payment has been received by us.

If you have further questions about security or payment, pls contact us at customerservice@truenorthcosmetics.com or here.

What is the PCI standard?

Payment Card Industry Data Security Standard – normally called the PCI standard – was set up in 2005 by VISA and MasterCard. The aim was to increase the level of security for online card payments and to ensure the standard was used worldwide.

The PCI standard defines a long list of requirements for how we and other payment solution providers handle, store and transmit our customers’ card details.

Both Pay and other Danish companies that handle card data, abide by the PCI standard and as the most Danes’ Dankort is today combined with VISA, this card must also abide by the standard.

6. Prices

All prices are indicated in various European and international currencies, and 25% sales tax/VAT is included, unless the product is delivered to a non-EU country. The total cost of your order is therefore the price of the products ordered plus VAT and delivery charges (see below in Clause 7- Customs fees and VAT). The card issuer may add service charges to the payment. Any such service charges will be added to the total price.

Any discounts given in the form of discount codes or the like cannot be combined with other offers or discounts and will not apply on already discounted products or products at special promotion prices. Only one discount code or similar code may be used per order. In addition, discounts are subject to the conditions and restrictions appearing from the marketing of the relevant discount, including vouchers, etc.

7. Customs fees and VAT

If you place an order for delivery in an EU country, you will have to pay Danish sales tax/VAT, but no customs fees. If, however, you place an order for delivery in a non-EU country, you will not have to pay Danish sales tax/VAT, but you may have to pay VAT, customs fees and other charges in the recipient country.

TRUE NORTH is not liable for charges or any other fees and expenses charged by the tax and customs authorities in the recipient country or otherwise caused by the product ordered being sent to the recipient country, and you are therefore liable for payment thereof.

Please be advised that the charging of such expenses may result in delay in delivery.

8. Delivery

Products ordered in our Webstore are delivered in Denmark and to EU and non-EU countries.

At TRUE NORTH, we strive to offer the best delivery services and, consequently, all orders are dispatched within 1-5 weekdays, provided that the product is in stock. However, in connection with sales and the holiday season, the delivery time must be expected to be longer.

Freight charges

All parcels to EU and non-EU countries are delivered by UPS and sent as insured packages and business mail, which means that such packages cannot be sent as gifts to non-EU countries in attempts to evade local taxes and duties.

Freight rates are as follows:

  • EU countries: Free shipping for orders over 60 Euros incl. VAT or equivalent in other currencies, EUR 8 or equivalent in other currencies will be charged for orders below.
  • Non-EU countries: Free shipping for orders over 150 Euros, EUR 50 or equivalent in other currencies  will be charged for orders below.
  • Regular service to EU countries is approx. 3-6 business days as from the date of dispatch.
  • Regular service to non-EU countries is approx. 7-8 business days as from the date of dispatch.

We do not accept any liability whatsoever for delayed delivery caused by any third party.

You will find the full list of countries TRUE NORTH are shipping to, when checking out.

As soon as you have received the goods, you will assume all risk. If you have not received the entire order as detailed in the order confirmation email sent to you when the order is received, please contact Customer Services on the following number: +45 70 22 33 37 (open 9.00 AM – 4:00 PM CET on business days) or email customerservice@truenorthcosmetics.com

9. Right of withdrawal

You are entitled to cancel your purchase within 14 days as from the date of your receipt of the product. To use your right of withdrawal, you must inform us unambiguously, yet without stating any specific reason, that you wish to withdraw. You may use the return form that is enclosed with your package. You can also download the return form here.

PLEASE NOTE: You cannot exercise your right of withdrawal by simply refusing receipt of the product or by failing to collect the product from the carrier.

Please communicate your decision to withdraw from the contract by sending an email to the following address: customerservice@truenorthcosmetics.com or by letter to:

True North Cosmetics ApS,



Att.: Web Shop


In order for us to identify the product, we request that you state the order number when communicating your decision to withdraw from the contract. Failure to state the order number may cause errors or delays.

If you communicate your decision to withdraw from the contract, you must subsequently return the product to us at the same physical address stated above without any undue delay and no later than two weeks after communicating your decision to withdraw from the contract. We may demand documentation proving that the product was sent prior to expiry of such deadline. If returning a product by mail, you must make sure that it is packed with due care.

PLEASE NOTE: The right of withdrawal cannot be exercised by handing in the product to any physical shop or to our distributors.

PLEASE NOTE: You are liable for any damage occurring during carriage. Please note as well that you must pay the costs incidental to returning the product, unless we have delivered the product to you by a mistake or if the product was damaged or defective upon receipt. We are not able to state the price of returning product beforehand since this depends on the weight of the product to be returned and your choice of carrier, etc. It is, however, likely that the return of the product will cost at least the same price of delivery as paid by you in the Web Shop (provided that the delivery was not free of charge).

Product must be returned in a good and undamaged condition. If returned product is damaged or shows signs of use, other than what is required to establish the nature, characteristics and functioning of the product, you will be liable for any loss of value of such product.  We will estimate any value by way of a specific assessment of the product returned based on the following guidelines for loss of value:


The product is returned in undamaged original packaging: 0% loss of value.

The product is returned without original packaging or in damaged original packaging: approx. 10% loss of value

Condition of product

The product is returned in unused and undamaged condition: 0% loss of value

The product is returned in used condition: approx. 50% loss of value

The product is returned in damaged condition which, for example, includes chipped products: approx. 100% loss of value

Payment for the product will be reimbursed as soon as possible and, in all circumstances, no later than two weeks after our receipt of your communication of your decision to withdraw from the contract. However, we reserve the right to withhold such reimbursement until we have received the product for inspection.

If you decide to withdraw from the contract in accordance with these terms and conditions, we will reimburse the purchase price only. Unless otherwise expressly stated, we will carry out the reimbursement by using the same means of payment as the one used by you to perform the initial transaction.

For more information on your 14-day right of withdrawal, please visit the website of the Danish Competition and Consumer Authority (Konkurrence- og Forbrugerstyrelsen): http://www.kfst.dk/Forbrugerforhold).

10. Gift returns

We cannot return any cash amounts to you as only the credit card used to purchase the product(s) can be credited.

Please note that the right to exchange any gifts may be exercised in addition to the general right of withdrawal stated in Clause 6 above. The procedure of returning/exchanging gifts is similar to that of withdrawal from the contract.

11. Notification of defects and complaints

The packages are insured during carriage, and we ask you to kindly verify the content upon receipt. If the package or its content is damaged upon arrival, please report this to TRUE NORTH within reasonable time and no later than 14 days from receipt.

Irrespective of whether any errors or defects are ascertained upon receipt or at a later date, all product is subject to the Danish Sale of Goods Act (købeloven), giving you 24 months to complain about a product. However, if the errors or defects are due to your negligence, abuse or other incorrect use, your right to complain will lapse.

In case of a complaint or an order not delivered, please contact Customer Service, telephone +45 70 22 33 37  (open 9.00 AM – 4:00 PM CET on business days) or send an email to: customerservice@truenorthcosmetics.com.

Defective product must be returned to:




Att.: Web Shop


Furthermore, you may at any time file a complaint with the Consumer Complaints Board (Forbrugerklagenævnet) via the following link (please note, however, the complaint conditions of the Complaints Board applicable from time to time, including thresholds): http://www.forbrug.dk/Dineklagemuligheder/Saadan-klager-du/Klag-til-Forbrugerklagenaevnet.

In addition to the above, as a customer you are protected by a 2-year warranty for defects in accordance with the general provisions of the Danish Sale of Goods Act.

12. Colors

Even though we have made great efforts to describe and depict the products on this Website as accurately as possible, the colors and screen resolutions of computers may vary. Minor color deviations are therefore not considered a defect within the meaning of the Sale of Goods Act.

13. Security

TRUE NORTH is committed to protecting your privacy. All information provided by you is received securely through SSL (Secure Sockets Layer). SSL is a protocol that encrypts your information into codes so that your information is kept secure while being transmitted via the Internet. Only Nets and your bank have access to your information. At TRUE NORTH, we guarantee that the information entered by you will not be disclosed to any unauthorised third parties.

14. Personal data and cookies

For more information on the data collected by us and the way in which such data is used, we refer to the privacy policy to be accessed via the following link: Privacy.

For more information on our use of cookies, we refer to our cookie policy, which may be accessed via the following link: Cookies.

15. Governing law

These terms and conditions and any contract for the purchase of our product are subject to Danish law, except for the Danish conflict of laws rules and the United Nations Convention on Contracts for the International Sale of Goods (CISG).

16. Disclaimer

We disclaim liability for typing errors, changes in direct and indirect taxes, incorrect price and price adjustments, technical errors, out-of-stock product and force majeure, including non-delivery on the part of our suppliers.