What types of payment do you accept?
We accept Visa, Mastercard, Maestro and Paypal and gift cards purchased online. If you are shopping from Denmark, Norway, The UK, Finland, Belgium, Germany, Austria or The Netherlands you can also use Klarna as a payment option.
When will my payment be charged?
As soon as we have packed and prepared your order for shipment your payment will be charged. Unless you choose the payment options offered by Klarna.
How does Klarna work?
You can choose to pay later or split your payment through Klarna. Simply choose Klarna under payment methods and you will be able to choose the option that suits you best. We only offer payment through Klarna on orders to Denmark, Norway, The UK, Finland, Belgium, Germany, Austria and The Netherlands. You can read about Klarna’s terms and conditions here.
Can I use my gift card online and in-store?
Our system allows gift cards purchased online to be used both online and in-store. Unfortunately, gift cards purchased in-store cannot be used for online purchases. Buy an online gift card here.
Can I change my order?
Unfortunately it is not possible to change your order. If you would like to change your order, then please contact us at email@example.com, so we can cancel your order. Then you can place an order with your desired items.
Can I cancel my order?
If you would like to cancel your order please contact our customer care team as quickly as possible: firstname.lastname@example.org. Type: ‘Cancellation of order’ in the subject field along with your order number and we will do our best to cancel your order in time.
Can I choose Click & Collect for my order?
Yes, you can! Our stores in Copenhagen, Aarhus, Bergen and Oslo offer the Click & Collect service. If you choose pick up in Copenhagen you can collect your order the next business day after 17 CET. If you choose Norway (Oslo & Bergen) or Aarhus, Denmark as the pick up location you can collect your order after 3 business days.
What is your return policy?
You have 90 days to return your order from the day you receive your package. On sale items, you have 30 days to return the product from the day you receive your package. Special return policies may be applied during holiday seasons. You can read more about our return policies here.
How do I return a product?
In order to return a product you need to send the package back to us as a business parcel with your order confirmation. You can read more about how to return your order here. If you are having trouble please contact our customer care team: email@example.com. In case you are returning from the UK, please contact customer care before shipping your return parcel.
How long does it take to process a return?
We always strive to handle returns as quickly as possible, but it might take up to 14 days to process your return. Refunds will be issued through the original payment method. It usually takes a couple of business days before the money is visible on your statement.
Will I have to pay for a return label?
If you wish to return your order, the return postage is not provided by us. Make sure to ship the package as a business parcel to ensure that it reaches our office. Do not use delivery services as DAO or Hermes for shipping as the package will be delivered outside office hours. It is also possible to return online orders in our Copenhagen Store. Please note that the store staff cannot process your return straight away since it has to be handled in our webshop, but they will make sure the order reaches our office. You can read more about returns here.
Can I exchange my items?
We do not currently offer exchanges on items purchased online.
Can I exchange my items in-store?
Yes! It is possible to exchange items purchased online in our concept stores. Please remember to bring your order confirmation. Note that we do not make returns in our stores.
What is the shipping fee?
Below you can see the shipping cost for your country. During our sale periods, free shipping is limited to orders of a certain value. Denmark: Free shipping to a post box. Home delivery: 50 DKK Norway: Free shipping EU Countries: Free shipping UK: £15. Free shipping on all orders above £120.00 US: $15.00. Free shipping on all orders above $100.00 Rest of the World: €20.00. Free shipping on all orders above €100
What countries do you ship to?
We ship to most of the world including Europe, South America, North America, Asia, Australia and Africa. We are currently not shipping to Russia and North Korea.
I can't find my shipping country?
If you can’t find your shipping country, then you are probably shopping on the wrong site. You can change site in the upper right corner of our site.
When will my order ship?
All orders placed before 9am CET will be shipped the same day. Otherwise your order will be shipped the following business day. If you place your order during the weekend, the order will be shipped the following monday. You will receive a tracking email, as soon as your package has been shipped. Be aware that during sale periods it takes longer to process and ship your order.
When can I expect to receive my package?
We work with our external partners to ensure that your order reaches you as quickly as possible. We send our Danish parcels with GLS, and international parcels with DHL. Are you experiencing any trouble with your shipment, like a parcel gone missing, the courier did not show up as planned etc. you will have to contact the delivery service. Denmark: 1 - 3 business days Norway: 1 - 3 business days EU Countries: 1 - 3 business days UK: 2 - 7 business days US: 2 - 7 business days Rest of the World: 2 - 7 business days Be aware that shipping time may take longer during sale periods.
I’m having trouble tracking my order, what should I do?
Sometimes it takes a few business days for the carrier to register your shipment status. If your tracking number still isn’t working, please contact our customer care team: firstname.lastname@example.org, and we will figure out where your package is.
When can I pick up my Click & Collect order?
If you choose pick up in Copenhagen you can collect your order the next business day after 17 CET. If you choose Norway (Oslo & Bergen) or Aarhus, Denmark as the pick up location you can collect your order after 3 business days.
How can I edit my shipping address?
If you typed in an incorrect shipping address please send an email to our customer care team and they will help you out: email@example.com.
Will I be charged VAT and duties?
All product prices are including tax. At check out you will see your total price including shippings costs. On deliveries outside the EU you are obliged to bear the customs duties and further costs incurred. If you have any questions regarding customs regulations in your specific country please contact your local customs office.
Do I have to pay custom duties when shopping from the UK?
No, you do not have to pay customs when shopping from our UK site. When you shop from our UK site, you can view the final price at checkout, and we will bear the cost of any additional customs. If you receive a bill in order to pay customs, please contact us at firstname.lastname@example.org, and then we will help you.
If you can’t find the answer that you are looking for, please reach out to us:
Email us: email@example.com
Call us at: +45 40 48 31 52
“My design philosophy is to constantly evolve, and the pieces I create must prove their rightful place in this madness.”
— Maria Black, Founder and Head of Design.
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