FAQ
ON THIS PAGE YOU WILL FIND ANSWERS TO OUR MOST FREQUENTLY ASKED QUESTIONS.
IF YOU CANNOT FIND AN ANSWER TO YOUR QUESTION BELOW, YOU ARE MORE THAN WELCOME TO CONTACT OUR CUSTOMER SERVICE TEAM AT [email protected].
HOW DO I CHOOSE THE RIGHT SIZE?
You can find the right size by looking at the photo with the model on each product page. We note the height of the model as well as what size the model is wearing. This can give you a good sense of how the item will fit on someone with a similar body type to the model. Keep in mind that the fit may still vary depending on your own unique body shape and size, but this information can be a helpful starting point.
Don't hesitate to reach out to our customer service team if you have any questions about sizing or fit.
WHAT MATERIAL IS THE ITEM MADE OF?
You can find information about the material of each clothing item on its respective product page. Simply navigate to the product page of the item you are interested in, and you should find a description of the material along with other relevant information.
WHEN WILL MY ORDER ARRIVE?
We process and send orders during our main service hours, Monday to Friday from 8.00 AM till 4.00 PM CET (except for Danish public holidays). We aim to handle orders within one business day after the receipt of payment, but during busy periods, it may take a little longer. Once your order has been shipped, you will receive a shipping confirmation via email.
HOW DO I TRACK MY ORDER?
Once your order is received, you will receive tracking information directly from the courier company. Simply go to the courier company's website and enter the tracking number in the designated field. The website will display the current status of your parcel, as well as the estimated delivery date.
Note: If you have opted for GLS Parcelshop for your delivery service, you will only receive a notification once your parcel is available for pick up.
AVARAGE SHIPPING TIME AND DELIVERY INFORMATION
The shipping time can vary depending on the destination. Inside the EU, it typically takes 1-5 business days for the package to arrive.
For non-EU countries, it usually takes 1-7 business days, but there may be delays due to customs procedures.
WHAT DO I DO WHEN AN ITEM IS SOLD OUT OR IS NO LONGER AVAILABLE ON THE WEBSITE?
If the item you want to buy is sold out in your size, you can sign up for the "Notify Me When Back in Stock" option by entering your email. We will send you an email notification when the item is restocked.
Unfortunately, if an item is not listed on our website, it is no longer available. We apologize for any inconvenience this may cause.
ARE THERE ANY CURRENT PROMOTIONS OR DISCOUNTS?
We regularly offer promotions and discounts on our products, which are announced on the front page of our online store. Make sure to check back frequently to see our latest deals.
In addition, you can receive a 10% discount voucher when signing up for our newsletter. Simply enter your email address in the newsletter sign-up box at the bottom of our website, and we will email you the voucher code. This discount can be applied to your first purchase on our website.
HOW DO I USE MY DISCOUNT CODE?
To use a coupon code, simply add the desired item(s) to your shopping cart and proceed to the checkout page. On the right-hand side, you will see a box labeled “Discount Code" where you can enter your code. Once you have entered the code, click "Apply code” and the discount will be applied to your order total. Please note that coupon codes may have expiration dates or other restrictions, so be sure to check the terms and conditions before using them.
If you have any trouble using a coupon code, please don't hesitate to contact our customer service team for assistance.
HOW DO I RETURN AN ITEM?
Our return policy allows you 30 days from the date of receipt to return your order.
Please note that we do not cover the cost of returns for orders outside the EU. Please go to our Return Policy on our Terms & Conditions page for further return instructions. If you are located within the European Union and did not receive a prepaid return label in your package, please contact our Customer Service team at [email protected].
The returned items must be returned to our warehouse in their original packaging and in the same condition in which they were delivered, including all original tags, authenticity cards, and dust bags. Please note that we do not accept items that have been washed, worn, or altered. Shoes must be tried on a carpeted surface and returned in their original packaging, which should not be damaged. Damaged or soiled items will be sent back to the customer, and refunds will be refused. Once we receive and approve the returned article, we will credit the same card used for the purchase within 5-10 days.
HOW DO I REQUEST A PRE-APID RETURN LABEL?
If you are located within the European Union and did not receive a prepaid return label in your package, please contact our customer service team at [email protected] and they will assist you in creating one. However, we do not cover the cost of returns for orders outside the EU. Please refer to our return policy for further information.
HAVE YOU RECEIVED MY RETURN?
You will receive an email from us once your return is received and processed. Please note that processing time may vary, depending on the volume of returns we are receiving at the time. If you have not received an email from us within a reasonable time frame, please do not hesitate to reach out to our customer service team for an update on the status of your return.
Please note that our normal response time for processing returns is 10 days, but it may take longer during peak periods. If you have not received a response after 10 days, please feel free to contact our customer service team for an update on [email protected].
WHEN WILL I RECEIVE MY REFUND?
We strive to process returns as promptly as possible, but during peak periods, processing times may be slightly longer. Once we have received and processed your return, we will refund the item(s) as soon as possible. Please note that refunds typically take 5-10 business days to be reimbursed to the original payment method used for the order. We appreciate your patience and understanding, and if you have any further questions, please do not hesitate to contact our customer service team at [email protected].
WHAT DO I DO IF MY ITEM IS DAMAGED OR DEFECTIVE?
Please be advised that if your item is damaged or defective, we kindly ask you to reach out to our Customer Service team at [email protected] to submit your claim.
Our team will review your claim and provide further instructions on how to proceed. If you have any additional questions or concerns regarding the claims process, please do not hesitate to contact our Customer Service team. We are always here to assist you in any way we can.
DO YOU PRICE MATCH WITH EXTERNAL RETAILERS?
We do not offer price matching with external retailers. However, you can receive a 10% voucher when signing up for our newsletter, which will keep you updated on our latest products, sales, and exclusive offers. Additionally, we offer free shipping and returns to make your shopping experience as convenient and affordable as possible.
CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
If you want to cancel an order that has not been shipped yet, please contact our customer service at [email protected]. Please note that we cannot guarantee that the order has not already been packed, and we may not be able to cancel it.
We are unfortunately not able to change orders, so should you wish to change your order with a different size or item, kindly follow the same procedure as above. We will then do our best to cancel the order so you can place a new one with the correct items.
I HAVEN'T RECEIVED AN ORDER CONFIRMATION. WHAT DO I DO?
After placing an order, you should receive an email confirmation within 24 hours. Please be sure to check your spam and promotions folders in case it was filtered there. If you have not received a confirmation email after 24 hours, please contact our customer service team at [email protected].
WILL I BE SUBJECT TO CUSTOMS AND TAXES IF I ORDER OUTSIDE THE EU?
If you order from outside the EU, please note that you may be subject to international customs fees and taxes that are not included in the item's price. To avoid any surprises, we recommend that you contact your local customs office to inquire about current charges before placing your order. You can easily search for the local customs office in your area by visiting the US Customs and Border Protection website, which provides a directory of all the customs offices in the United States. The website address for the U.S. Customs and Border Protection agency is www.cbp.gov. Alternatively, you can contact your local post office or shipping carrier for more information on customs clearance procedures and requirements.
Additionally, please be aware that international shipping and returns may take longer than usual due to customs clearance procedures.
CAN I PAY IN A DIFFERENT CURRENCY?
When you visit our website, you will be asked to state your location. The prices displayed and charged for our products are currently in Danish Krone (DKK) or Euro, depending on your location. All prices are stated with Danish VAT (25%) We are continuously working to improve the payment options available to our customers.
CAN I EXCHANGE OR RESERVE AN ITEM?
We apologize, but we do not offer item or size reservations, nor do we facilitate exchanges. If you require a different size or item, we kindly ask that you return the original purchase and place a new order through our website. If you’re in doubt about sizing and fit, please go to “Sizing and Fit” in our FAQ.
I HAVE A COLLABORATION REQUEST
If you have any inquiries or proposals regarding collaborations, please don't hesitate to contact us at [email protected]. We would be delighted to discuss any opportunities or ideas you may have.