Terms and conditions
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The following terms and conditions of trade and delivery apply to all deliveries from OLIVERS Petfood.
The terms and conditions apply in all cases where no other written agreements have been entered into between you as the buyer and OLIVERS Petfood.
Order
You can only order goods from OLIVERS via our website www.olivers.dk .
If you have any inquiries about goods that are not on the site, you are welcome to contact our Customer Center.
All prices stated on the site are incl. VAT. The prices stated are current prices.
*Please note that we reserve the right to make any printing and pricing errors.
How to make a purchase on www.olivers.dk
To complete a purchase on www.olivers.dk, you must go through the following 5 steps:
Find the items you want to order and add them to your shopping cart - by clicking the "add to cart" icon. Then go to checkout.
Enter your personal information
Choose shipping and payment method
Read and accept OLIVER's terms and conditions.
Check that all information entered is correct, then approve the purchase.
Payment
At www.olivers.dk you can pay with the following payment methods:
1. credit card
You can pay with Dankort, VISA, VISA Electron, MasterCard, and Forbrugsforeningskort. When you pay by card, we will only withdraw the amount from your account when your goods are shipped from us. A larger amount can never be withdrawn than what you have authorized at the time of purchase.
Reservations
Important for VISA Electron and MasterCard users: When you pay with these cards, your bank reserves the money for us until we invoice you and thus withdraw the money. This reservation will disappear by itself after approximately 30 days if your order is not invoiced for any reason. Please note that OLIVER'S Petfood does not make the reservation and that the reservation only exists in your bank. We can help you cancel the reservation if your bank cannot assist you, but it is a manual process that can take time.
2. Payment via bank transfer
There is no fee for payment at www.olivers.dk.
Freight
We deliver free shipping for total purchases over DKK 499.For total purchases under DKK 499, shipping costs DKK 59.
Shipping conditions for ClubOLIVERS members
Special shipping conditions apply to members of ClubOLIVERS.
If you are a member of ClubOLIVERS, we deliver free shipping when you buy for 499,-. For purchases below, shipping costs 59 DKK.
Environmental surcharge
Significantly increasing transport prices have unfortunately resulted in an environmental surcharge of 19 kroner being added to all orders, regardless of size and amount.
Delivery
Delivery of goods from OLIVERS Petfood is considered completed when you as a customer have received the goods. The shipment of goods is done with Danske Fragtmænd or DAO. It is also possible to choose delivery to GLS parcel shop for shipments up to 20 kg.When ordering Monday - Friday, the delivery time will typically be 1-2 business days.
With the exception of pallet orders, where longer delivery times may occur (2-3 business days). Please also note that there may be extended delivery times to non-bridged islands (3-4 business days).
We will place your goods in the desired location as far as possible. In the case of apartment buildings, the goods will be placed in front of the front door if we cannot enter. If the total weight exceeds 20 kg, your goods will be placed on the ground floor.
Right of withdrawal
OLIVERS Petfood offers a 14-day full right of return from the time the goods are received.If you choose to return your goods, they must be in the original and intact packaging as when received - and preferably accompanied by a copy of the invoice for the purchase.
You can cancel your purchase in the following ways:
1) To refuse to receive the goods
2) Return the goods to OLIVERS Petfood. This must be done by having made an agreement with the customer center in advance, otherwise the returned goods will not be accepted.
The shipping costs for returning the goods to OLIVERS Petfood are in all cases the responsibility of you as the consumer.
If the returned goods meet the above requirements, you will receive an instruction on your receivable within 14 days
. NOTE! Special return rules regarding flea and tick products. Please note that due to current legislation regarding the sale of medicines, we do not exchange or take back flea and tick products - even if the package is intact.
You can read about the legislation at www.laegemiddelstyrelsen.dk
EXTENDED RIGHT OF RETURN on accessories in December - we will exchange items purchased in December up until January 15, regardless of when in December you purchased them. Applies only to accessories and only in December, as long as the other conditions for returned items are otherwise met.
Prices
All prices listed on www.olivers.dk include VAT and taxes. All prices are current prices.Taste guarantee at OLIVERS
At OLIVERS, we offer a taste guarantee on OLIVERS' own food. This means that you can get your money back if your dog or cat does not like or thrive on OLIVERS' food.
We also offer a taste guarantee on Hill's food - in collaboration with Hill's.
Other food brands do not offer a taste guarantee.
To make use of our taste guarantee:
Simply contact OLIVER'S Customer Center on tel. 43 64 13 64 - and we will pick up the feed at no cost to you.
The taste guarantee on OLIVER'S food must be claimed no later than 1 month from receipt of the food, and it is a prerequisite that you return the food in the original packaging.
That there is at least 75 percent of the feed left in the bag.
Right of complaint
When you shop at www.olivers.dk you naturally have a 24-month right of complaint. This means that you can either have the product repaired, exchanged, your money back or a reduction in the price, depending on the specific situation. This of course requires that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other harmful behavior.
Complaints must be made within a reasonable time after you have discovered the defect in the product. If a complaint is made within two months of the defect being discovered, the complaint will always be timely. We will refund reasonable shipping costs that you may have in connection with returning the product when the complaint is justified.
When you wish to complain about a product, it must be sent to us at the following address:
OLIVERS Petfood
Herstedøstervej 9
2600 Glostrup
Note! We do not receive packages sent by cash on delivery or similar.
Remember that the item must always be returned in unbroken packaging, and also remember to get a receipt for shipping so that we can refund your shipping costs.
NOTE! Special return rules regarding flea and tick products. Please note that due to current legislation regarding the sale of medicines, we do not exchange or take back flea and tick products - even if the package is intact.
You can read about the legislation at www.laegemiddelstyrelsen.dk
Conclusion of agreement
All persons over the age of 18 can enter into agreements with OLIVERS Petfood. Agreements with OLIVERS Petfood are entered into in Danish. When you shop at www.olivers.dk, the general rules of Danish law on sales and contracts apply, including the rules on consumer purchases. As a consumer, you are therefore protected by the applicable legislation in the area, i.e. primarily the Danish Sales Act and the Consumer Contracts Act. OLIVERS Petfood does not store an actual copy of the agreement between you and OLIVERS Petfood but only carries out technical storage of the content of the agreement.
Subscription
It is possible to choose a subscription solution for a large selection of feed products on our website. This will save you 5% compared to the normal price of all items delivered with your subscription order.
We will send you a confirmation by email when you have chosen a subscription for the desired items. The week before your delivery, we will send a reminder by email so that you are prepared for the delivery. You can also add extra items here.
It is easy to pause, advance or cancel your subscription. You just log in to our website and make the desired changes. You must make your changes no later than 2 business days before the dispatch date of your next order.
If you have any questions about your subscription, you are always welcome to contact OLIVER'S Customer Center.
Payment by subscription
If you subscribe to OLIVERS, you can only pay by credit card. If you use VISA Electron, it is a condition that the card is approved for both e-commerce and recurring payments in order to register it for a subscription scheme. You can check with your bank whether your VISA Electron can be used.
When registering for card payment, subscription, you must enter the card number, expiration date and check digits on the payment card you wish to use. You give OLIVERS Petfood permission to save the payment card information via Pensio A/S, and accept that this is a recurring payment.
We will charge the amount when the individual subscription delivery is sent from us. In the event of cancellation, during holidays and other events, the card will of course not be charged. Cancellation of a subscription delivery can be done at any time until we have shipped your order.
It is your responsibility as a customer to ensure that the card is valid and up to date. If you have received a new payment card, you must cancel your current feed subscription, then take out a new subscription for the desired feed and complete the payment with your new card. This must be done before you need to use feed next time. When you want to change your card information, your current subscription will be deleted and a new one will be created, which you must approve with the new card information.
If OLIVERS Petfood cannot complete a payment based on the provided card information, the subscription will be put on hold and you will receive a notification by email. The subscription will be resumed when the card information has been updated. This applies regardless of the reason why the payment could not be completed.
Discount codes and vouchers
You have the option to use discount codes when ordering and paying. Discount codes can either give you a specific amount of discount, a percentage discount or a free gift. The specific discount code will state what it covers.
As a general rule, you can use a maximum of one discount code per order, unless otherwise stated in the promotion or for the specific discount code. Attempts to circumvent this rule may result in us canceling the order.
Discount codes must be used in connection with ordering and payment and cannot be used subsequently.
Privacy Policy
Here you can read more about how OLIVERS Petfood A/S collects and processes your personal data.
The data controller for the collection and processing of your personal data is:
OLIVERS Petfood A/S
Herstedøstervej 9
2600 Glostrup
CVR: 26603129
OLIVERS Petfood can be contacted at kundecenter@olivers.dk or by phone at 43 64 13 64. Monday – Thursday 08.30-16.00. & Friday from 08.30-15.00
This personal data policy applies to all personal information that you provide when you visit or make a purchase on our website, or when you provide personal information to us in connection with a purchase or inquiry directly in our Customer Center, either physically in our store, via email or by telephone.
In addition to this personal data policy, our cookie policy also applies when you visit olivers.dk - you can see our cookie policy here
Collection and recording of your personal information
When you visit olivers.dk, we automatically collect a variety of information about you and your use of our website. This information includes what type of browser you use, which pages you visit, how long you are on the pages, your IP address, your location, and what device you are on (e.g. PC, tablet, or mobile phone).
What is the purpose of collecting your personal data?
The purpose of collecting the aforementioned information about you when you visit olivers.dk is to optimize your user experience. At the same time, we use the information to market our products and services to you - and to target them to you, so that our advertising and marketing is as relevant as possible to you personally. In this way, we can, for example, target advertisements that we find relevant to you, on social media such as Facebook and Instagram and via search engines such as Google.
This processing of your information is necessary for us so that we can safeguard our company's interests by means of continuous development and improvement of our website and marketing.
Legal basis
The legal basis for the processing is Article 6(1)(f) of the General Data Protection Regulation (EU 2016/679).Collection and recording of your personal information
When you place an order with OLIVERS, or when you, for example, contact us in connection with a previous or existing order – either via olivers.dk or in the OLIVERS Customer Center via email, phone or by visiting our physical store, we collect the information that you provide in connection with your inquiry. This may include your name, address, email address, phone number, payment method, information about which products you buy or return, delivery requests, customer complaints – and when you shop at olivers.dk your IP address.
What is the purpose of collecting your personal information?
The purpose of collecting the aforementioned information about you when you visit olivers.dk is to optimize your user experience. At the same time, we use the information to market our products and services to you - and to target them to you, so that our advertising and marketing is as relevant as possible to you personally.
As part of our order follow-up, your e-mail is also used to contact you regarding the evaluation of our service and our products, e.g. on TrustPilot etc. Our legal basis for sending you e-mails regarding order follow-up can be seen below.
The purpose of collecting your personal information is also to be able to contact you regarding necessary and relevant information about the products you have ordered from us. We collect your IP address for documentation purposes with a view to possible cases regarding fraud.
Last but not least, we are obliged to register your information so that we can comply with various legal requirements regarding bookkeeping, accounting and the like.
Legal basis
The legal basis for the processing is Article 6(1)(b), (c) and (f) of the General Data Protection Regulation (EU 2016/679).
Collection and registration of your personal information when you contact OLIVERS feed advice
When you contact OLIVER's customer advice, either via contact forms or chat on our website or Facebook, including OLIVER's digital food advisor "Oli-bot", we collect the information that you provide in connection with your inquiry. This may include your name, phone number, email address and information about your dog or cat, which we need to advise you.
When you contact us regarding customer advice via our contact forms, chat or digital food advisor regarding food advice, you give your consent to us contacting you via email or phone regarding the desired advice.
What is the purpose of collecting your personal information when you contact OLIVER'S feed advice?
The purpose of collecting and processing this information is to enable us to contact you to provide the advice you have requested. We also use the information to be able to handle any further inquiries from you regarding orders or further questions for our feed advice.
Legal basis
The legal basis for the processing is Article 6(1)(b), (c) and (f) of the General Data Protection Regulation (EU 2016/679).
Collection and processing of your personal data when you agree to receive news, offers and advice
What do we use your email address for?
When you agree to OLIVERS using your email address to contact you with news, offers and advice from OLIVERS, we collect the information you provide us in connection with your registration, i.e. for example your name, your email address and any information about your pets.
What are you consenting to?
When you say yes to email, you give us your consent that we may use your email address to contact you with news, offers and advice via email. You also give us your consent that we may use your email address to target advertisements to you via social media, such as Facebook, Instagram, Messenger, etc.
When you interact with our newsletter and text messages and advertisements, we also record information about your use of and behavior around our email offers and news - just as we record your behavior around our targeted advertising. For example, we record whether the newsletters are opened, when they are opened, what you click on, etc. We use this information to improve our service so that we can target and adapt our offers to your interests to an even greater extent.
What do we use your phone number for?
When you agree to OLIVERS using your phone number to contact you with news, offers and advice from OLIVERS, we collect the information you provide us in connection with your registration, i.e. for example your name, your phone number and/or mobile number and any information about your pets.
What are you consenting to?
When you agree to us contacting you on your phone number, you give us your consent to us using your phone number to contact you with news, offers and advice via text message or phone call.
The purpose of collecting the information is so that we can contact you via phone or text message with offers and advice for you – and to make this as personal and relevant to you as possible.
We also record information about your use of and behavior regarding our text message offers and news – just as we record any information that you provide us in connection with personal phone advice. We use this information to improve our service so that we can target and adapt our offers to your needs to an even greater extent.
Legal basis
The legal basis for our collection/storage/processing of personal data is Article 6(1)(b) and (f) of the General Data Protection Regulation.
Disclosure of your personal information
Disclosure of your information as part of the delivery process
We will pass on information about your name, address, email, telephone number, order number and any specific delivery requests to the carrier who will be responsible for the delivery of ordered goods to you. If you have purchased a non-stocked item, the same information that is passed on to our carriers may be passed on to either the manufacturer or wholesaler, and in these cases the person concerned will be responsible for the delivery.
We currently cooperate with the following transport companies: ALPI, DAO, UPS, NTG and DSV. Who is responsible for the delivery of your package depends on where you live, what type of shipment you receive from us, etc.
Disclosure of your information to external partners and data processors
In several cases, we hand over your information to external data processors or partners who process information on our behalf. These may, for example, be partners who handle the operation and hosting of our IT systems, website, sending e-mail and SMS as well as targeted marketing on external platforms and websites, including retargeting, as well as for your assessment of our company and our products.
The external partners are so-called data processors, which means that they are under our instructions and that they process information for which we are the data controller. No data processor may use the collected information for any purpose other than to fulfill the agreement with us, and the data processor is of course subject to confidentiality regarding these. Written data processing agreements have been entered into with all data processors, which ensure that they meet the requirements set for us and them in the General Data Protection Regulation and other legislation in the area.
Disclosure of your information to data processors outside the EU/EEA
Some of our data processors are established outside the EU/EEA. These include Google Analytics by Google LLC. and Facebook Inc., which is established in the USA. Through the data processors' certification under the EU-US Privacy Shield, cf. Article 45 of the General Data Protection Regulation, the necessary guarantees for the transfer of information to the USA are ensured.
You can see Google LLC's certification here.
You can see Facebook Inc.'s certification can be found here
When we use data processors established outside the EU/EEA, this will always be done with the assurance of valid transfer guarantees.
Your rights
The right to access
You are always entitled to request that we provide you with information, including what information we have registered about you, what purposes the registration serves, what categories of personal data and recipients of information there may be, as well as information about where the information comes from.
You have the right to be provided with a copy of the personal data that we process about you. If you want a copy of your personal data, you must send a written request to kundecenter@olivers.dk. You will be asked to document that you are who you say you are.
The right to rectification
You have the right to have incorrect personal information about yourself corrected by us. If you become aware of errors in the information we have registered about you, you are encouraged to contact us in writing so that the information can be corrected. You will be asked to document that you are who you say you are.
The right to erasure
In certain cases, you have the right to have all or some of your personal data erased by us, for example if you withdraw your consent and we have no other legal basis for continuing the processing. To the extent that continued processing of your data is necessary, for example for us to comply with our legal obligations or for the establishment, exercise or defence of legal claims, we are not obliged to erase your personal data. You will be asked to provide evidence that you are who you say you are.
The right to restrict processing to storage
In certain cases, you have the right to restrict the processing of your personal data to storage only, for example if you believe that the information we process about you is incorrect.
The right to data portability
In certain cases, you have the right to receive personal data that you have provided to us in a structured, commonly used and machine-readable format and have the right to transmit this information to another data controller.
The right to object
You have the right to object at any time to our processing of your personal data for direct marketing purposes, including profiling to target our direct marketing, as this processing is based on our legitimate interests. If you do not want us to use your personal data for direct marketing and profiling, you must delete your cookies as described in our cookie policy.
The right to withdraw consent
You have the right to revoke at any time any consent you have given us for a given processing of personal data, including to contact you with news, offers and advice by e-mail, Facebook, phone or text message. You can, for example, manage your consents regarding the latter yourself on your customer profile.
If you wish to revoke consent for another processing of your data, please contact OLIVER'S Customer Center in writing.
The right to complain
You can always file a complaint with a data protection supervisory authority, e.g. Datatilsynet.
You can exercise your rights by writing to kundecenter@olivers.dk or by telephone at 43 64 13 64 every weekday between 9:00-14:00.
Deletion of personal data
Information collected in connection with your use of olivers.dk
You can read more under OLIVERS ' cookie policy about deleting the information we collect about your use of olivers.dk.
Information collected in connection with your purchase at OLIVERS
Information that we collect in connection with a purchase from OLIVERS will generally be deleted 5 years after your last activity with us. Your information is stored for such a long time, among other things, as it is necessary for us to comply with legal requirements regarding bookkeeping, accounting and auditing as well as any legal claims and disputes.
When you contact OLIVER's feed advice or customer center
Information that we collect in connection with an inquiry to OLIVER's customer center in connection with feed advice or other customer service is deleted no later than 2 years after the last activity - unless we have other legal authority to retain your data (such as if you have made a purchase from or signed up for news, offers and advice via email, text message or other).
Information collected when signing up for news, offers and advice
Information collected in connection with your registration for our news, offers and advice will be deleted no later than 1 year after you have withdrawn your consent to us contacting you, or no later than 2 years after the last registered activity, unless we have another basis for processing the information, such as that you have entered into a customer relationship with us.
Security
Technical measures
We have implemented appropriate technical and organizational security measures to protect personal data against accidental or unlawful destruction, loss, alteration or deterioration, and against unauthorized access or misuse.
Employee access to your information
Only employees who have a real need to access your personal data to perform their work have access to it.
Changes to our privacy policy
We reserve the right to change our privacy policy. You will always be able to see on this page when our privacy policy was last updated.
Current privacy policy was last updated: 25.5.2018
OLIVER'S Cookie Policy
A cookie is a term for the fact that a user's behavior on a network is recorded by the user himself (on the user's hard drive). In this way, the user can be recognized, for example on a website, on the next visit.
hard drive together with cached files. A cookie is thus a text file that is sent to your browser from a web server and stored on your computer's hard drive. You can set your browser to inform you when you receive a cookie, or you can turn off cookies completely. The only thing these cookies are used for is to recognize your computer.
Technically, cookies can be divided into two types. One type is called "session cookies" - they keep track of what you have put in your shopping cart while you navigate around the online store. "Session cookies" are not stored on your computer, but disappear when you close the browser. The other type of cookie is called "permanent cookie", and it is stored as a text file on your computer for about one month. A "permanent cookie" helps our server to recognize your computer the next time you log in to our website. Cookies are used
on www.olivers.dk for the purpose of optimizing the website and its functionality, and thus making the visit as easy as possible for you. You can delete cookies from your computer at any time: In Internet Explorer, cookies are deleted under the menu "Functions" > "Internet settings" > "General" > "Browser data/Delete cookies".
You can read more about Cookies on www.olivers.dk here - read more about cookies
Terms and conditions for Club OLIVERS membership
As a member of Club OLIVERS, you have the opportunity to buy with up to 25% discount on olivers.dk and a fixed discount of 25% on all OLIVERS food and treats. Membership costs DKK 79 per month. When signing up for Club OLIVERS, there is no obligation, and you can cancel your membership at any time. You will automatically be signed up for our newsletter, so you can receive all member offers on discounts etc. Your email address will not be passed on to others and you can unsubscribe from receiving newsletters at any time. When purchasing all other items, we deliver free of charge for purchases over DKK 499. For purchases under DKK 499, a shipping fee of DKK 59 will be charged. Your Club OLIVERS member discount cannot be combined with other offers and discounts, including discount codes, multiple-item discounts and member discounts for OLIVERS partners and the like. However, you will always receive the highest discount rate.
When creating a membership
The first month of membership is free when you sign up for CLUB OLIVERS. This does not apply to existing or former Club members.
Age limit and payment terms
You must be 18 years of age to become a member of Club OLIVERS. Your Club OLIVERS membership begins by purchasing it at www.olivers.dk. After that, a monthly payment will be charged to the payment card you provided when purchasing. You can read more about payment methods and options in our terms and conditions.
We reserve the right to change the billing date if the payment via your payment card has not been settled. If the membership began on a date that does not exist in the following month, you will be invoiced via your payment card on a date in the relevant month that we consider appropriate. For example, if you begin your Club OLIVERS membership on January 31, your next payment date will probably be February 28, and you will be invoiced via your payment card on that date. Inquiries related to payment should be directed to OLIVERS customer service on telephone: 43641364 or by e-mail.kundecenter@olivers.dk
Cardholder responsibilities and liability
Registration for Club OLIVERS is binding from the moment you order a product at the member price, or at the latest when your 14-day right of withdrawal has expired. The cardholder is obliged to pay the full amount for the selected product(s). After registration, your Club OLIVERS membership will be automatically renewed every month until terminated.
Restrictions on use of Club OLIVERS membership
Your Club OLIVERS membership is personal and may only be used by private individuals for their own, private purposes and purchases for their own household. It is not permitted to use Club OLIVERS membership for commercial purposes or in public contexts.
Termination of Club OLIVERS membership
When registering for Club OLIVERS, there is no obligation, and you can cancel your membership at any time. You cancel your Club OLIVERS membership under "My account". When you cancel your membership, you will receive a confirmation by e-mail. If you do not receive a confirmation of the cancellation of your membership, you cannot consider your membership as cancelled and please contact customer service. When you cancel your Club OLIVERS membership, the automatic renewal stops. Unsubscribing from a Club OLIVERS must be done at any time. Your access to member prices will cease from the end of the month in which you cancel your membership. If you wish to resume your Club OLIVERS membership at a later date, you will be charged for one month's payment before you can access purchases at the member price. Under "My account" you can see upcoming payments and a payment overview. You are of course always welcome to sign up for Club OLIVERS again.
Change of terms
OLIVERS reserves the right to change the terms of this agreement or introduce new rules, terms or conditions for the use of your Club OLIVERS membership with prior notice. You will be informed of this via the email address you provided when registering and on olivers.dk. In the event of minor changes, you will be informed of this only on olivers.dk. Changes due to circumstances beyond OLIVERS' control, including changes to third party rights or the like, will be implemented as quickly as required and with reduced notice. Continued use of your Club OLIVERS membership after changes to the terms will be seen as acceptance of the changed terms on your part.Right of withdrawal
You have a 14-day right of withdrawal when registering for Club OLIVERS. However, the right of withdrawal expires when your membership is put into use. You put your Club OLIVERS membership into use when you make a purchase at the member price. Read more about the right of return in our terms and conditions.
Return policy
As a Club OLIVERS member, you have a 14-day right of return on items purchased at the member price. See the conditions for your right of return in our terms and conditions.Abuse of membership
OLIVERS reserves the right to close access to your OLIVERS membership and cancel any open orders that are in violation of the applicable membership terms and conditions if there is reason to believe that your Club OLIVERS membership is being overused or abused.
BTB customers
As a BTB customer at OLIVERS, you will not receive promotional items or similar items intended for our other customers.
VIP/Kennel customers must purchase 5 bags of Oliver's food before they receive a pack of treats.
