Terms of Service

1. Who we are

This site is operated by ENKEL SHOP LTD, a company registered in Hong Kong SAR under company number [TO CONFIRM: Hong Kong company registration number], trading as Enkel Step. References to "we", "us" and "our" mean ENKEL SHOP LTD. References to "you" mean the person placing the order.

Our registered address is:

We hold stock in a warehouse in Copenhagen and dispatch Danish orders from there. Our Danish VAT registration number is [TO CONFIRM: Danish VAT registration number / CVR-nummer] and our EU EORI number is [TO CONFIRM: EORI number].

2. Who we sell to, and your Danish rights

We currently sell to consumers with a delivery address in Denmark. If you are ordering for a business, some of the consumer protections described below will not apply to you — tell us before you order.

We are established in Hong Kong SAR, outside the European Union. That does not reduce your rights. Because we direct our business at consumers in Denmark, the mandatory rules of Danish consumer law apply to your purchase whatever these terms say. In particular you keep:

• your right to withdraw from a distance purchase within 14 days under the Danish forbrugeraftalelov, described in section 10;
• your reklamationsret — 2 years to complain about goods that do not conform to the contract under the Danish købelov, described in section 12;
• your rights under the Danish Product Liability Act (produktansvarsloven).

Nothing in these terms removes, limits or replaces any of those rights. If any part of these terms conflicts with them, the law wins and that part does not apply to you.

Being honest about what our location does mean in practice: we have no establishment in the EU, so if you ever needed to enforce a judgment against us it could take longer and cost more than it would against a Danish trader. To reduce that risk we hold stock and handle Danish orders in Copenhagen, we accept the jurisdiction of the Danish courts under section 20, and we will not ask you to litigate in Hong Kong SAR. Our EU representative for product-safety purposes is [TO CONFIRM: name and address of EU-established responsible person under Regulation (EU) 2019/1020, if one has been appointed].

3. Using this site

You must be at least 18 years old to place an order. You agree not to use the site to break the law, to interfere with its operation or security, to scrape or resell our content, or to place fraudulent or speculative orders.

We may suspend or close an account, or refuse an order, where we reasonably believe these terms have been breached. We will tell you why unless the law prevents us.

4. Your account

You do not need an account to buy from us. If you create one, you are responsible for keeping your password secure and for orders placed through it. Tell us promptly through our contact form if you believe it has been used without your permission — once you have, you are not responsible for what happens next. Please keep the details on your account accurate and up to date.

5. Products, materials and availability

We photograph and describe our products as accurately as we can, but images are illustrative. Screens render colour differently, and the natural materials used in footwear — leather and suede above all — vary from pair to pair in grain, colour and texture. That variation is a characteristic of the material rather than a fault, and we describe it on the product page where it is pronounced.

Sizes and measurements are approximate and subject to normal manufacturing tolerance. Fit varies between styles and between makers, so the size that fits you in one pair may not fit in another. Please check the size details on the product page before ordering. [TO CONFIRM: which size scale the site shows — EU, UK or US — and whether a conversion chart is published alongside it.]

Availability is not guaranteed. Some styles are made to order or produced in limited runs, and individual sizes sell out; we may change or discontinue a product at any time. If an item you have ordered turns out to be unavailable, we will tell you and refund you in full — we will not substitute a different size, colour or style without asking you first.

6. Prices, VAT and pricing errors

Prices are shown in Danish kroner by default. You can switch to euro, and the currency you see at checkout is the currency you are charged in. Prices may change at any time before you order, but the price confirmed at checkout is the price for your order.

All prices include Danish VAT at 25%, and delivery charges are shown separately before you pay. The total shown on the checkout page is the total you pay.

Because we dispatch from our Copenhagen warehouse, the goods are already in free circulation in the EU when you buy them. There is no import duty, customs clearance charge or handling fee to pay on delivery in Denmark. If a carrier ever asks you for one, do not pay it — contact us through our contact form and we will sort it out.

Occasionally an item is mispriced. If the correct price is higher than the price shown, we will contact you before dispatch and you can confirm the order at the correct price or cancel it for a full refund. We will not simply charge you the higher price. If the error was obvious and you could reasonably have spotted it, we may decline the order under section 7.

7. Placing an order and when a contract is made

Before you pay, the checkout shows you the items, the total price including VAT, the delivery charge and the delivery estimate, and lets you correct any mistakes. Placing the order is your offer to buy.

Our order confirmation email acknowledges that we have received your order. The contract is formed when we send you a dispatch confirmation, and it covers only the items named in that confirmation.

We may decline or cancel an order before dispatch — for example if the item is out of stock, if we have identified a pricing or description error, if we cannot deliver to your address, or if we reasonably suspect fraud. If we cancel after you have paid, we refund you in full without delay.

We keep a record of your order and send it to you by email. Orders are concluded in English.

8. Payment

Payment is taken through our payment provider at checkout. We do not receive or store your full card details. You confirm that the payment method is yours, or that you have permission to use it. We dispatch once payment has cleared.

If a payment is reversed or charged back after we have dispatched, we may recover the amount due from you, but only where you were not entitled to the reversal.

9. Delivery, risk and ownership

Delivery costs and estimated timeframes are shown at checkout and vary by destination and by the service you choose. Orders ship as ordinary parcels. Unless we agree a longer period with you, we deliver within 30 days of the contract being formed. If we miss that, you can give us a reasonable further period, and if we miss that too you can cancel and get a full refund.

Please give a complete, accurate address, and a contact number if the carrier needs one. Where a delivery fails or is refused because of something within your control, we may charge you the carrier's reasonable costs of the failed attempt and of redelivery.

The goods are at our risk until you, or someone you have named, physically takes possession of them. Damage in transit is therefore ours to put right. The only exception is where you arrange your own carrier that we did not offer you, in which case risk passes when we hand the goods to that carrier. Ownership passes to you when we have received payment in full.

Please inspect your delivery on arrival. If anything is damaged, note it with the carrier if you can and tell us within 14 days — see our Refund & Returns Policy. Missing that deadline does not take away your 2-year rights under section 12; it just makes a transit-damage claim quicker to resolve.

10. Cancelling: your 14-day right of withdrawal

As a consumer buying at a distance you have a legal right to withdraw from the contract within 14 days, without giving a reason. The period runs from the day you, or someone you have named, receive the goods. Where an order is delivered in several consignments, it runs from the last one.

To withdraw, tell us clearly before the period ends — through our contact form is easiest. You can use the standard withdrawal form in the Danish forbrugeraftalelov, but you do not have to. Then send the goods back without undue delay and within 14 days of telling us.

We refund the price and the standard outbound delivery charge within 14 days of getting the goods back, or of your proof of return if that comes first. If you chose an upgraded delivery service, we refund the standard rate. You may handle the goods as you would in a shop — trying shoes on indoors to check the size and fit is exactly that; if their value is reduced by handling beyond it, most often by wearing them outdoors, we may deduct that loss in value from your refund and we will explain why before we do.

A few categories are excluded from the statutory right — most relevantly goods made to your specification or clearly personalised. Where an exclusion applies we say so on the product page before you buy. Our Refund & Returns Policy sets out the full list and the practical steps.

11. Our own returns window

On top of the statutory right in section 10, we offer 30 days from delivery to return most items in original condition. This is a contractual extra. It is longer than the statutory period, and it can never shorten, replace or add conditions to your 14-day legal right. If the two ever conflict, the statutory right applies.

Our Refund & Returns Policy forms part of these terms and explains what can be returned, who pays return postage and how refunds are paid.

12. If something is wrong with your goods

Under the Danish købelov you have 2 years of reklamationsret from delivery. If the goods do not match their description, are not of the quality you can reasonably expect, or are not fit for their normal purpose, you can complain and we must put it right. This is separate from the returns window in section 11 and from any manufacturer guarantee.

A fault that shows up in the first year is presumed to have been there at delivery unless we can show otherwise, so you do not have to prove anything. Tell us as soon as you reasonably can after noticing a problem — within two months of noticing it always counts as in time.

Where goods do not conform, the remedies work in this order:

• First, repair or replacement — your choice, unless the one you choose is impossible or would cost us disproportionately more than the other. It is free of charge to you, including postage, and we will do it within a reasonable time and without significant inconvenience to you.
• Then a price reduction or a refund — if repair or replacement is not possible, if we do not do it within a reasonable time, if it fails, or if the same fault keeps coming back. For a refund, the defect has to be more than minor.

We pay all costs of putting a non-conforming item right, including collection and return carriage. You are never out of pocket for our mistake. Normal wear, damage caused after delivery, and the natural variation in materials described in section 5 are not defects.

13. Care and intended use

Our shoes are intended for ordinary everyday wear unless we say otherwise, and not for sport, industrial or protective use. Please follow any care instructions supplied. Damage caused by misuse, by wear the style was not made for, by alterations such as resoling, stretching or dyeing, by exposure to damp, salt or direct heat, or by failure to follow the care instructions is not a defect, and neither is normal wear to soles, heel tips and insoles. This does not affect section 12 where the real cause is a fault that was there at delivery.

14. Our liability to you

We never exclude or limit our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• our obligations for goods that do not conform to the contract, including everything in section 12;
• liability under the Danish Product Liability Act (produktansvarsloven); or
• anything else that cannot lawfully be excluded or limited against a consumer under Danish law.

Beyond that, we are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for loss of profit, business, contracts or business opportunity, since we supply for domestic use.

The website itself is provided as it is. We do not promise it will be uninterrupted or free of errors, and we are not liable for loss caused by your use of the site rather than by the goods we sell you. Nothing in this paragraph affects your rights under sections 10 and 12.

15. Events outside our control

We are not liable for delay or failure caused by something outside our reasonable control — strikes, transport or supply chain failure, extreme weather, fire, flood, epidemic, war, civil unrest, or the act of a government or authority. We will tell you as soon as we can and agree a new delivery date. If the delay is substantial, either of us may cancel the affected order and we will refund you for anything not delivered. This section never limits your right to cancel for late delivery under section 9.

16. Intellectual property

All content on this site — text, photography, graphics, product designs, logos and layout — belongs to us or our licensors and is protected by intellectual property law. You may view and print content for your own personal, non-commercial use. You may not reproduce, distribute or use it commercially without our written permission. Buying a product does not transfer any rights in its design.

17. Reviews and content you submit

If you submit a review, photograph or other content, you confirm it is yours to share and does not infringe anyone's rights, and you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce and display it in connection with our business. You keep ownership of it, and you can ask us to stop using it through our contact form.

We may remove content that is unlawful, misleading or offensive. We do not publish reviews in exchange for payment, and we do not edit reviews to make them more favourable.

18. Privacy

We handle your personal data as described in our Privacy Policy. Because we are outside the EU, that policy also explains how your data is protected when it is transferred out of the EEA.

19. Changes to these terms

We may update these terms. The version in force when you place an order is the version that applies to that order, so a change never affects an order you have already placed. This page was last updated in September 2026.

20. Governing law and where you can bring a claim

These terms are governed by the law of Hong Kong SAR. That choice cannot take away the protection of the mandatory Danish consumer law that applies where you live. Because we direct our business at consumers in Denmark, those Danish rules apply to your purchase in any event, and where they give you more than these terms do, they apply instead.

You can bring proceedings against us in the Danish courts, and we will only bring proceedings against you in the courts of the country where you live. We will not object to a Danish court hearing a claim you bring about an order placed on this site.

21. Complaints

Please come to us first through our contact form. Most things are quicker to fix directly, and we aim to reply within two working days.

If we cannot resolve it between us, you can take a consumer complaint to Center for Klageløsning and, if mediation does not settle it, to Forbrugerklagenævnet. Both sit under Nævnenes Hus, Toldboden 2, 8800 Viborg — naevneneshus.dk. A fee applies and there are minimum and maximum claim values: [TO CONFIRM: current complaint fee and claim value thresholds].

We should be straight with you about the limits here. These boards were set up to handle complaints about traders established in Denmark, and their jurisdiction over a trader based in Hong Kong SAR may be limited, as may the enforceability of a decision against us: [TO CONFIRM: whether Center for Klageløsning and Forbrugerklagenævnet will accept a complaint against a non-EU trader selling into Denmark]. We would rather tell you that now than let you find out later. Your right to go to court under section 20 is unaffected either way.

Please note that the EU Online Dispute Resolution platform closed on 20 July 2025 and is no longer available.

22. General

If any part of these terms is found to be unenforceable, the rest continues to apply. A delay in enforcing our rights is not a waiver of them. We may transfer our rights and obligations under these terms to another business, but this will not affect your rights and we will tell you if it happens. You may not transfer your rights without our consent, which we will not withhold unreasonably. These terms are between you and us; no one else has a right to enforce them.

23. Contact us

Questions about these terms, an order or a complaint? Send them through our contact form and we will come back to you. You can also write to us at ENKEL SHOP LTD, Suite C, Level 7, World Trust Tower, 50 Stanley Street, Hong Kong. Please use our Refund & Returns Policy to start a return rather than sending goods to that address — we will confirm the correct return address, which is [TO CONFIRM: whether returns are received at the Copenhagen warehouse; a non-EU return address would create export and customs cost for the customer and must be avoided].