Frequently asked questions

1. Orders

› How long does it take to deliver the product?
› How much does it cost to send the product?
› Do you send products outside Denmark?
› What happened to my order?

2. Delivery

› Shipment: how are the products sent?
› Shipment, carriage: how much is it?
› Delivery: how is it possible for MyTrendyPhone to deliver products so quickly?
› Delivery abroad: does MyTrendyPhone also deliver products outside Denmark?
› Delivery time: what is the delivery time?

3. Payment

› I would like to pay using a giro inpayment form. Why can't I?
› Payment using a Credit & Debit Cards: is it secure?

4. Prices

› VAT: do you sell products without VAT outside the European Union?
› Prices: what do the prices cover?
› Price guarantee: what does this entail?

5. Returns

› Discount: how do I become eligible for a bulk discount?
› Refund: when do I get my money back?
› Returns: what does "essentially the same condition and quantity" mean?
› Damage: what should I do if the parcel is damaged?

6. Ordering

› Cancellation: can I cancel my purchase?
› Ordering: how do I order?
› Advantages: what advantages are available to me at MyTrendyPhone?
› Uncertain: I am uncertain about my order.

7. Customer Service Centre

How do I log on to the Customer Service Centre?

8. Complaints

› Cancellation: I would like to cancel my order.
› Complaints: what rules apply?
› Complaints: I wish to file a complaint.

9. Payment

› Payment: which means of payment are accepted?
› Payment: when do you withdraw the payment from my account?
› Payment error: my eDankort payment was rejected.
› Manual payment: can I transfer money manually to your account?
› Online bank: I have an online bank account, but not Nordea, Danske or BG Bank.
› Secure payment: is online payment secure?
› Currency: which currency do you use for payment?

10. Security

› Cookies: what are cookies and how do you use them?
› Guarantee: what does MyTrendyPhone promise?
› Internet shopping: is it secure?
› Internet shopping: four good tips!
› Personal data: who has access to my personal data?
› Personal data: how are my personal data stored?

11. Miscellaneous

› I'm entitled to deduct VAT. How do you deal with this?

1. Orders

How long does it take to deliver the product?

The time of delivery is indicated next to each product. If you order products with different delivery times on the same order, the individual items in the order will be sent separately as the products arrive in stock. When we have dispatched the parcel, you will usually receive it the next day.

How much does it cost to send the product?

The current delivery fee can be viewed at any time by clicking here. Please note that the delivery charge applies per order. In other words, you pay the same amount, regardless of whether one, ten or a hundred products are included in the order.

Do you send products outside Denmark?

Yes. The current delivery prices can be viewed by clicking here. If the consignment is to be sent to a country outside the EU (such as The Faroe Islands, Greenland or Norway) VAT is automatically deducted from the amount before you approve the order.

What happened to my order?

Did you receive a confirmation of your order by e-mail within one hour? If not, your order probably didn't go through.

2. Delivery

Shipment: how are the products sent?

All consignments are packed soundly and anonymously and dispatched using Post Danmark.

Delivery: how is it possible for MyTrendyPhone to deliver products so quickly?

Our large storage capacity and the fact that we stock more than six thousand product categories enable us to deliver overnight.

Welcome to our shop
We look forward to receiving your order.

Delivery abroad: does MyTrendyPhone also deliver products outside Denmark?

Yes. We deliver to the whole world.

Delivery time: what is the delivery time?

MyTrendyPhone delivers within one to four weekdays.
For further details, see Delivery.

3. Payment

I would like to pay using a giro inpayment form. Why can't I ?

The option of paying with a giro inpayment form is not available to our personal customers. If you represent a company, you may apply to set up a business account. To do so, send an e-mail to: customer.services@mytrendyphone.eu.

Payment using a Credit & Debit Cards: is it secure?

Yes. It is actually more secure than using the card in a "physical" shop. Further details about security are available here.

4. Prices

VAT: do the prices include VAT?

VAT is charged on all goods sold at the standard UK rate of 20% and is included in all prices.

However you also have the option of viewing the product prices exclusive of VAT
(click "View without VAT" at the bottom of the product cards).

VAT: do you sell products without VAT outside the European Union?

Yes. We invoice customers residing outside the EU (e.g. Switzerland, Greenland, The Faroe Islands, Iceland and Norway) without adding VAT.

To order, select "Country" (in order step 1: "personal information"),
after which the VAT amount will automatically be deducted.
For VAT-free orders, you, as the customer, are personally responsible for any customs clearance in the country where you reside.

Prices: what do the prices cover?

The prices at the MyTrendyPhone website are charged on all goods sold at the standard UK rate of 20% and is included in all prices. Even so, it is possible for you to choose to view the product prices exclusive of VAT (by clicking "View without VAT" at the bottom of the product cards).

All prices indicated at the MyTrendyPhone website are list prices. Products sold at a reduced price are shown with a clear specification of the new price and with the "before price" crossed out.

(We are not responsible for misprints, and prices are subject to change without notice.)

Price guarantee: what does this entail?

MyTrendyPhone provides a 14-day price guarantee.
The price guarantee means that if you find the very same product in another web shop registered in EU, in the same quantity but at a lower price, including carriage, than that purchased at MyTrendyPhone, we will refund the difference in price.

If you happen to find an identical, but less expensive product and in the same quantity, please send documentation to Customer.care@mytrendyphone.co.uk indicating your MyTrendyPhone order number, and information about your bank account, to which the difference will be transferred.
The Price Match Guarantee does not apply to mobile phones, cordless phones, Internet tablets, iPads, music players, consoles, televisions or products from the Sound & Vision category.
You can not combine price match guarantee with other discounts.

Discount: how do I become eligible for a bulk discount?

Phone us on +441704335578

5. Returns

Refund: when do I get my money back?

If you are entitled to receive a refund, the amount will be deposited on your account one to four days after receiving your account details.

Returns: what does "essentially the same condition and quantity" mean?

It means that if you wish to return a product to us, it must be unopened and in the same condition as when you received it.

This means that you cannot cancel your purchase, if you have started to use the product, for instance, or have broken the seal on the box.

Damage: what should I do if my product is damaged?

If you discover that your products have been damaged during transport or are defective because of a manufacturing error, you are kindly requested to return them to MyTrendyPhone in the original packaging.

6. Ordering

Cancellation: can I cancel my purchase?

Yes. You may cancel your order at any time or return the products ordered within 14 days in accordance with the provisions of the Danish Sale of Goods Act.

Ordering: how do I order?

The procedure for placing an order in the shop is as follows:

• - Put the products you wish to buy in the basket
• - Open the basket
• - Click BUY NOW
• - Enter your personal data (ordering step 1)
• - Enter the method of payment (ordering step 2).
• - Approve the order (ordering step 3).
• - You receive confirmation of your order (ordering step 4).

Advantages: what advantages are available to me at MyTrendyPhone?

The most striking advantages at MyTrendyPhone:

• - Original brands, right from the warehouse
• - Lowest prices in the market
• - Quickest handling time in the market
• - Open to receive orders 24 hours a day
• - Personal, authorised customer service
• - Approved by e-mark.

Uncertain: I am uncertain about my order?

If this is the first time you are buying something from MyTrendyPhone and you are unsure of whether your order "went through", or whether you have filled it in correctly in terms of what you wish to order, you have two options:

When placing the order:
Indicate in the your order's note field that you wish to receive confirmation of your order by telephone.

After placing your order:
Send an e-mail to customer.services@mytrendyphone.eu stating that you wish to have your order confirmed by telephone.

7. Customer Service Centre

How do I log on to the Customer Service Centre?

Click the Order tracking link in the top menu.
Then enter your e-mail address and password after which you are automatically logged in.

8. Complaints

Cancellation: I would like to cancel my order?

MyTrendyPhone provides a 14-day right of cancellation which is valid from the day you receive your shipment
(cf. the provisions of the Sale of Goods Act).
If you wish to cancel your purchase, MyTrendyPhone must be notified of this no less than 14 days after the day you have received your products.

You are under an obligation to return the product in essentially the same condition and quantity as it was received.

You must pay all costs connected with returning the product to MyTrendyPhone's address.

Complaints: what rules apply?

MyTrendyPhone provides a two-year right of complaint on all products purchased at MyTrendyPhone
(cf. the Danish law regarding retail purchases).

For products with limited durability, the right of complaint is limited to the durability period of the product in question.

Any faults or deficiencies in products delivered by MyTrendyPhone must be cited within a reasonable period of time after the fault has been discovered.

It is your duty to indicate and, on demand, to show how the fault or deficiency manifests itself. If you discover a fault, you must contact MyTrendyPhone as soon as possible.

Complaints: I wish to file a complaint.

If you wish to file a complaint regarding a product you have received, this must be done with 14 days after the date of delivery
(cf. the provisions of the Danish Sale of Goods Act).

Your complaint must be sent by e-mail to customer.services@mytrendyphone.eu or by ordinary mail to our postal address.

9. Payment

Payment: which means of payment are accepted?

At MyTrendyPhone, you can pay as follows:

• - Eurocard/MasterCard: 0,26 EUR + 2,5%
  
• - VISA: 0,26 EUR + 2,5%
• - JCB: 5,75%
• - Diners Club Card: 5,75%
• - Verified by Visa / MasterCard SecureCode: 5.75 %
• - American Express Card: 5.75%
• - eDankort: EUR 0,19 + 0.10%
• - Electronic invoice: exempt from charges
• - eWire: exempt from charges

For payment using a charge card, the invoiced amount will be withdrawn from your account on the same day as the product is dispatched from the warehouse
(cf. Danish law).

Payment: when do you withdraw the payment from my account?

According to Danish law, MyTrendyPhone will withdraw payment for the product on the same day as it is dispatched from the warehouse.

Payment error: my eDankort payment was rejected.

If your payment using an eDankort (eDK) is rejected or if you have other payment problems relating to eDankort, you must contact your bank's online support department which will be able to assist you in resolving your problem by telephone.

Manual payment: can I transfer money manually to your account?

No. It is unfortunately not possible to pay manually by transferring payment to our account number as MyTrendyPhone is certified by the e-mark
(cf. guidelines issued by e-mark).

Online bank: I have an online bank account, but not Danske or BG Bank?

If you wish to pay via your online bank, you must use eDankort as your means of payment.
An eDankort gives you access to all web banks in Denmark,
also where you are a customer.

Secure payment: is online payment secure?

According to PBS and Danish banks, payment on the Internet is secure
- especially if you observe some simple rules. Further details about consumer security are available at https://www.gov.uk/consumer-protection-rights.

Currency: which currency do you use for payment?

MyTrendyPhone receives payment in the currency indicated by the price of the product, which is usually EUR (Euro).

10. Security

Cookies: what are cookies and how do you use them?

MyTrendyPhone uses cookies to ensure that you, the customer, get the best possible experience at MyTrendyPhone.
A cookie is a text file that is used for controlling the advertising system, etc. A cookie is used for remembering your password when you enter your name, for instance.

Guarantee: what does MyTrendyPhone promise?

• - 30-day price guarantee
• - 14 day right of cancellation
• - Complete satisfaction guaranteed or your money back
• - Open 24 hours a day
• - Secure Internet shopping
• - No unwanted (spam) e-mail

Internet shopping: is it secure?

Do you shop on the Internet already or are you considering to do so?

The security currently used for payments via the Internet has made MyTrendyPhone's concept possible. At MyTrendyPhone, we recommend our customers to shop on the Internet, as it is at least just as secure as if the customers had used their charge card in a "physical" shop.

This high level of security is achieved by carrying out the payments using the SSL protocol. By using SSL our customers have no deductible.

MyTrendyPhone's payment partners: PBS, Dibs, Danske Bank and BG Bank.

Information about things like card number and account number are not freely accessible on the Internet when you do business with us. Actually, we do not have access to your payment information at any time - and that's how it should be, too.

In practice, this means that if a customer places an incorrect order, which sometimes happens, this can be cancelled (the payment will also be cancelled) and can be replaced by a new order.

Internet shopping: four good tips!

1) Do not buy products from companies on the Internet if it is not clearly apparent who is behind them.

(Name, address, bank, VAT no.)

2) Is it clearly stated whether the carriage cost for your products is included in the price?

3) Be completely certain that the payment is transacted through a credible payment partner
(e.g. PBS).

4) Never state your card number and/or your card verification code when placing your order by telephone or fax.
- If you do, you are giving sensitive information to a third party.

Personal data: who has access to my personal data?

MyTrendyPhone has access to your personal data (but not your card information) and stores them on a protected server.

Personal data are not disclosed to a third party without your consent.

Personal data: how are my personal data stored?

At MyTrendyPhone.eu you must state your personal data such as name, address, phone number, e-mail address, etc., in connection with placing your order.

MyTrendyPhone will never sell this information or in any other way disclose it without your express permission.

Your personal data are secure at MyTrendyPhone.

11. Miscellaneous

I'm entitled to deduct VAT. How do you handle this?

If you state a delivery address outside the EU, the VAT amount will automatically be deducted before you place your order. You may also be entitled to deduct VAT if you are ordering for a company within the EU, or if you are stationed abroad by the Danish state, the Danish military or similar. In this case, please indicate this in the message field when placing your order. We will then make sure to deduct the VAT amount before dispatching the order and withdrawing the amount on your card.