If the chosen payment method is not working, we recommend that you refresh the page and re-enter your card details or choose a different payment method. However, here are a few of more plausible reasons why the payment method you chose does not work:
Your credit card must be confirmed either by "Verified by Visa/MasterCard Secure Code" in order for you to purchase online.
This confirmation can be acquired through your bank or in your online banking account. If you have already confirmed your credit card and are still experiencing issues, please contact your bank directly.
If you cannot choose Klarna as payment method, it might be because you have not paid some of your invoices in the past, or because there is an issue with your Klarna account. Please reach out to Klarna directly in these cases.
PayPal, GooglePay, ApplePay
Please check that your connected bank account is covered. If this is the case, we recommend that you reach out to the payment provider or to your bank directly, who will help you locate the issue.
As soon as we have received your return parcel, we will initiate the refund process. The time it takes for a refund to be issued depends on the payment method you chose but will be processed within 14 days after you handed over your return parcel to the respective courier.
You will receive the refund through the means of payment you chose for your order. Depending on which payment option you have used, it typically takes between 2-30 days from the time we have transferred the payment until the money is visible in your account.
However, we may withhold a refund until we have received the item back from you, or until you have provided documentation of having returned the item - whichever happens sooner.
Please note that you are liable for any loss in value of the returned goods. In the event of loss or damage of your return parcel, we need the receipt you received from the courier when you handed in your return parcel to investigate the case and process a refund. Therefore, please remember to always take the receipt with you!
Yes, it is safe to pay through the web shop. The payment is handled via an encrypted connection through Adyen which is approved by NETS.
To ensure a high level of safety when purchasing with a credit card, we have added new safety measures. We have implemented 3D secure, which is also known as "Verified by Visa" and "MasterCard Secure Code". It is a new general safety standard for purchases made online above a certain amount, which has been created by the credit card companies Visa and MasterCard.
This is how you proceed:
When you are at the stage where you pay for your goods online, you will be advised to enter
- Your credit card number
- Date of expiration
- Your CVV or CVC
Thereafter you will be prompted to enter your Verified by Visa or MasterCard Secure code to approve your purchase.
When you have registered your card, you will use it to identify yourself – either through your Verified by Visa code or your MasterCard Secure Code – when you purchase items online in the future.
What is PSD2?
The Second European Payment Services Directive (PSD2) makes online payments more secure by requiring stronger customer authentication (SCA). This directive requires you to confirm your payment with a second authentication step (two-factor authentication). This can be, for example, a fingerprint in your online banking app or an additional verification code.
When you use Klarna Invoice for payment, you're not only doing it easily, but also securely. Klarna asks you to verify your details every time you complete a purchase to ensure that your information and the purchases linked to your e-mail address are passed on securely. The so-called two-factor authentication is used for this purpose.
This is how you can verify your data with Klarna:
- Klarna will send you a verification code by e-mail to verify your e-mail address.
- Klarna will send you a verification code by SMS to verify your mobile phone number.
- Klarna will ask you to log in to your bank to verify your identity.
- Mastercard - Payment by credit card is made through an encrypted connection via the payment service Adyen, which has been approved by NETS. You will be asked to enter your card number, CVV or CVC and expiry date.
- Klarna - Please note that there is a Klarna fee when choosing the Klarna Invoice option.
When you place an order, your payment method is validated, and we reserve the relevant funds in your account.
The amount will be debited from your account only when the order is dispatched from our warehouse.
You will receive an e-mail from us when this happens.
As a costumer, you bear the costs associated with returning an item if you regret a purchase - even if it was purchased with free shipping. However, if you return a faulty item to us, return shipping is always free!
If you have been wrongly billed for the return shipping, please reach out to our customer service team who will be happy to help you. Please have your order number at hand when reaching out. Thank you!
We always refund to the same means of payment you chose for your order. Please note that depending on the payment method, it can take up to 30 days for the refund to be visible on your end. We kindly ask you to double-check your bank account after this period has expired.
If you believe you have been refunded an incorrect amount, please contact our customer service team who will be happy to investigate the matter. Please provide your order number and the correct refund amount.