Returns, Exchanges & Refunds

You have 30 days to return your order, counted from the day your parcel is delivered or ready for collection.

How to return

A return label was included in your parcel. Use it when you send the items back to us.

If you no longer have the return label, please contact our customer service and give us your order number, and we will help you.

Remember the receipt

Always ask for a receipt when you hand in your return parcel. Without a receipt we cannot open an investigation if the parcel is lost on the way - and we will unfortunately not be able to refund you.

Refund

Once your return has been processed, you will receive an email, and the money is returned to the payment method you used when ordering. How quickly the amount appears in your account depends on your payment method. Read more in “When will my return be processed, and when will I get my money back?”

Requirements for the items you return

Items must be returned in resalable condition. You are welcome to try them on, but not to use them, and they must be free from damage, odours and signs of wear beyond ordinary trying on. All tags must be intact, unless the item is faulty.

• Tights and leggings must be returned unopened in their original packaging - unless they are faulty.
• Shoes must be returned in their original shoebox, packed in additional protective packaging - unless they are faulty.
• Multipacks must be returned complete. We do not accept parts of a multipack.
• Underwear and bikinis must be returned with the original hygiene seal intact – unless the item is defective.

We’re sorry if your item isn’t as it should be.

If you have received a faulty item, or if the item develops a defect during normal use, you can make a claim.

What are my options?

Depending on the defect, we may offer options including:

• returning the item for a refund
• keeping the item in return for compensation

If you would like to ask about the option of keeping the item in return for compensation, please contact our Customer Service.

Please send us:

• your order number
• a clear photo of the defect
• a short description of the problem

We will assess the case and help you with the next steps.

How do I return a faulty item?

If you would like to return the item for a refund, use the return label and return form included with your parcel. If you no longer have the return label, please contact our Customer Service so we can help you with the return.

Please make sure to select the correct return reason on the return form so that you are not charged a return fee.

We’re unfortunately unable to resend an item. If you would still like the item, please place a new order.

If the same item is no longer available at the same price, please contact our Customer Service and we will help you find a solution.

What happens after I return the item?

The item will be assessed once we receive it at our warehouse.

If the claim is approved, the case will be handled according to the individual circumstances.

If the assessment shows that the problem is due to normal wear and tear, incorrect use or other damage not covered by the right to make a claim, the claim may be rejected and the item may be returned to you.

After you hand your return parcel over to the carrier, it can take up to 14 days before it reaches our warehouse in Denmark and is processed.

Please note that the information shown in the parcel tracking does not necessarily show the final destination of your return parcel.

When has my return been processed?

Once we have received and registered your return, we will send you an email.

If you have not received an email from us 14 days after handing in your return parcel, please contact our Customer Service.

When will I get my money back?

The refund will be issued to the same payment method you used for the purchase.

How quickly the money becomes visible in your account depends on your payment method and your bank:

• Payment card: typically 2–5 business days
• Mastercard: in some cases, it can take up to 30 days, depending on the card terms
• Klarna: Klarna will automatically send you an updated invoice within 48 hours once the refund has been registered

Will my shipping costs be refunded?

If you return the entire order, we will also refund the original shipping costs you paid.

However, if you chose a delivery method that was more expensive than our standard delivery, we will only refund an amount equivalent to the standard delivery cost.

If you only return part of the order, the original shipping costs will not be refunded.

Remember your return receipt

Always ask for a receipt when handing in your return parcel.

If the parcel goes missing in transit, we need the receipt to be able to open an investigation.

If you handed in the parcel without receiving a receipt, for example via a postbox, we unfortunately cannot investigate the case or issue a refund for a lost return parcel.

Return by mail
Member: 6,95€
Not a member: 7,95€

Return your item(s) using the return label and return form provided with your order. Once we have processed your return, we will automatically notify Klarna, and the invoice will normally be updated within 48 hours.

What happens to my Klarna invoice?

Your original invoice will be adjusted. You will not receive a new invoice.

It can take up to 14 days from when you hand in your return parcel until it is received and processed by us. It is therefore normal for the invoice not to be updated immediately.

If the payment deadline is approaching, we recommend contacting Klarna directly regarding your due date.

If you have already paid the invoice, Klarna will arrange the refund once the refund has been registered.

Why is there still an amount showing?

If a return fee is deducted from your refund, this amount may remain on your Klarna invoice.

Is the invoice still not updated?

If you have not received a confirmation from us 14 days after handing in your return parcel, please contact our Customer Service.

Remember to keep your return receipt until your return has been fully processed.

If you no longer have the return label, please contact our Customer Service so we can help you with the return.

It is not possible to exchange an item.

Please return the item(s) to us using the return label provided with your order. Once the return has been received and processed, you will receive a refund to the original payment method.

If you would like the same item in a different size or colour, you will need to place a new order.

If the item is no longer available at the same price, please contact our Customer Service team, and we will be happy to help find a solution for you.

Yes, you can return items from two or more different orders in one return parcel.

Make sure to include the return slip for each order in the parcel. This is important so our warehouse can identify which items belong to each order and process your returns correctly.

Pack the items securely together with all relevant return slips and use the return label provided for your return.

If you received an item as a gift, it can be returned within 30 days from the day the parcel was delivered or ready for collection.

Returning a gift

Use the return label provided with the order and include the return slip in the parcel so our warehouse can identify the order.

The item must be returned in a condition suitable for resale. It may be tried on, but must not have been used, and all tags must remain attached unless the item is defective.

Refund

Once the item has been received and processed at our warehouse, the amount will be refunded to the payment method used for the original purchase.

This means that the refund will be issued to the person who purchased the gift.

Can I exchange a gift?

Gifts cannot be exchanged.

If you would like a different size, colour or style, the new item must be ordered separately.

Yes. We have extended our return period for Christmas.

All items purchased from 15 November up until Christmas can be returned or exchanged until 31 January of the following year.

For items purchased outside this period, our normal 30-day return period applies.

If you would like to read more about the return and exchange process for gifts, please see “Can I exchange or return a gift?”