Digital accessibility at Biltema
In this statement, we describe how our digital services, including our e-commerce service, work in practice, which accessibility requirements apply, and how we systematically work within the organization to meet them.
At the same time, we are aware that we are not yet fully accessible to everyone. We therefore also describe known shortcomings and the improvements we are working on.
How our e-commerce service works
Biltema’s website is a central part of our customer experience. Here you can:
- explore our product range and current offers
- search for products and check store stock availability
- complete purchases online
- get guidance, inspiration, and information before making a purchase
The website is used both by customers who shop in our stores and by those who choose to shop online, and it is integrated with our other customer and marketing activities.
Buy & Collect
With the Buy & Collect service, you can order goods online and collect them from a Biltema store.
You select products and specify which store you want to collect from. At checkout, you enter your details and receive a clear summary of your order before you pay.
When the purchase is completed, the store picks and prepares your goods. You receive a notification when your order is ready for collection, usually within a short time.
At collection, you pick up your packed goods in the store or have them delivered to your car if you have chosen Drive-In.
The service is designed to be easy to follow, with clear information at every step and confirmations that create reassurance throughout the purchasing process. You also have the right of withdrawal in accordance with distance selling legislation.
Accessibility requirements
Our website is covered by the Act on the Accessibility of Certain Products and Services and the related regulation.
We work in accordance with the WCAG 2.1 Level AA guidelines, which means that our digital services must be:
- Perceivable – for example through clear contrasts and text alternatives
- Operable – for example by being usable with a keyboard
- Understandable – through clear structure and content
- Robust – so that they work with different assistive technologies and technical solutions
How we work with accessibility
Accessibility is an integrated part of our work with both development and content. We work systematically and cross-functionally to ensure that the requirements are met.
This includes, among other things:
- adapting colors, contrasts, and design
- improving structure, navigation, and reading order
- clear labels and correct handling of forms
- accessible images, video, and audio content
- secure and correct technical implementation
- adapting third-party components
We also work to:
- integrate accessibility requirements into our development process (Definition of Done)
- carry out continuous testing and improvements
- develop guidelines and train the organization
Known shortcomings and planned measures
We continuously work to identify and remedy accessibility shortcomings. Measures have been implemented, among other areas, in:
- contrast and use of color
- image text alternatives (alt text)
- keyboard navigation and focus
- forms, labels, and semantics
- structure of headings and lists
- video, audio, and moving content
In our work to remedy these shortcomings, we have also established solutions and ways of working that support future development, for example in our technical components.
At the same time, we are aware that there are still shortcomings in parts of the website and are actively working to improve them.
Particular focus is placed on recurring components such as the header, footer, menus, dialogs, product cards, and buttons, where improvements have an effect across multiple parts of the service.
We are also reviewing key user journeys, such as product pages, search, filtering, forms, and image carousels, to ensure that information is clear, understandable, and works with assistive technologies.
Measures are prioritized based on:
- how much impact they have on the user
- how central the functions are
- how widespread the shortcomings are
How we review and follow up
Accessibility is reviewed and followed up continuously as part of our work to meet accessibility requirements.
We carry out:
- internal analyses of functionality and content
- continuous testing in connection with development
- automated checks and manual testing
New development is tested, for example, with screen readers and automated testing tools.
We work from WCAG 2.1 Level AA and EN 301 549, and aim to make accessibility a natural part of every step of the development process.
When we identify issues, we assess their scope and the need for remediation. Issues that affect core functions are prioritized and addressed promptly.
Third-party solutions and exceptions
In some cases, we use external services that we cannot fully control technically. In these cases, an assessment is made in accordance with applicable regulations, and alternative solutions are offered where possible.
Examples of such services:
- Embedded videos (YouTube)
We use external video players that we cannot fully influence technically. To ensure accessibility, we supplement them with descriptions and, where possible, transcripts. - Map services (Google Maps)
The map function is provided by an external supplier. To make the information accessible, the map is always supplemented with the address, contact details, and other important information in text form. - Payment services (e.g. Qliro)
The payment solution is provided by an external party and is outside our direct control. If needed, users can receive support via customer service to complete their purchase. - Chat (e.g. ImBox)
The chat function is an external service that serves as a supplement. Alternative contact methods are always available, such as email and phone. - Recruitment systems (e.g. EasyCruit, Visma)
The application process takes place in an external system outside our technical control. Information about vacancies and contact routes is also available through our website. - Digital catalogs (e.g. BHybrid, Incito)
The catalog solution is provided by external suppliers. The content is also available as products and information directly on our website. - Cookie management (Cookiebot)
We use an external service to manage consent for cookies and similar technologies. Some parts of the solution cannot be fully influenced by us, but we actively work to configure and monitor the service so that it meets accessibility requirements as far as possible. Where necessary, we offer alternatives for accessing information.
Feedback and contact
Our goal is for everyone to be able to use our website regardless of their circumstances.
If you discover accessibility issues or need assistance, you are welcome to contact our customer service. We aim to respond to your enquiry as quickly as possible.
Email: kundeservice@biltema.dk
Subject: Digital accessibility
This statement was prepared on 2026‑06‑09 and was last reviewed on 2026‑06‑09.
