Delivery

Parcelshop:

We do our best to deliver your order as quickly as possible. 
We aim to deliver your order within 4-5 business days.

Please note:

• Orders placed during weekends or on public holidays are processed on the next working day.

• In rare cases, delivery times may be affected by circumstances beyond our control, such as delays with the carrier or weather conditions.

• You will receive a Track & Trace number once your parcel has been shipped. Please be aware that tracking information may not show the first scan until the parcel reaches the destination country.

If an item is missing from your parcel, please contact our customer service as soon as you notice it.

Here's what to do

Write to our customer service and give us your order number. We will then look into the matter internally and get back to you by email.

Did you receive a different item instead?

If you received a wrong item instead of the one that is missing, please follow the steps here What should I do if I have received a wrong item?

Your parcel will only be kept at the collection point for a limited period. If you don't collect it before the deadline, it will automatically be returned to us.

How long do I have to collect my parcel?

• Parcel shop: Typically 7-14 days. The exact collection period depends on the carrier.

You will be notified when your parcel is ready for collection.

If you don't collect your parcel in time

If the parcel is not collected before the deadline, it will automatically be returned to us.

Once the parcel has been received and processed at our warehouse, we will refund your order minus any applicable fees.

Unfortunately, we cannot resend orders. If you still want the items, you will need to place a new order in our webshop.

Fee for uncollected parcels

If a parcel is not collected and is therefore returned to us, a handling fee of 4,99 € will be deducted from your refund.

We ship all orders with DHL.

However, DHL may utilize An Post or Lastmilecarrier

You will receive your Track & Trace number when your order is shipped.

Once your order has been packed and shipped from our warehouse, we will send you an email with your invoice. Your Track & Trace number is included in the same email.

This means you will not receive the Track & Trace number immediately after placing your order. If you have not yet received the email, your order is generally still being processed by us.

Why isn't the tracking showing anything yet?

Your Track & Trace number is created when the shipping label for your parcel is generated. However, the tracking will only start showing information once the carrier has scanned the parcel into their system.

You may therefore find that the number does not work yet, the tracking is empty, or the status shows something such as “pending.”

It can typically take 24-48 hours from when you receive the Track & Trace number until the first scan becomes visible.

Your order is shipped from our warehouse in Denmark. For international deliveries, it may therefore take up to 24-48 hours before the parcel receives its first visible scan with the carrier in your country.

Why has the tracking stopped updating?

Some time may pass between scans without any visible update in the tracking. This is completely normal.

The parcel is only scanned at certain points along the way – for example, when it arrives at a terminal, when it is forwarded, or when it is ready for delivery or collection.

A lack of tracking updates for a while does not necessarily mean that the parcel has stopped moving.

High volumes with the carrier, public holidays, weather conditions and other circumstances beyond our control may also mean that there is more time between updates.

Is your parcel delayed or can you not find it? You can read more about what to do here Where is my parcel?

Check the tracking first

When your order is shipped from our warehouse, you will receive an email with your invoice and Track & Trace number.

Follow the tracking with the carrier to see the latest status of your parcel.

Please note that circumstances beyond our control – such as delays with the carrier, public holidays or weather conditions – may delay delivery.

Does the tracking show that the parcel has been delivered?

First, check whether the parcel has been left somewhere else at the delivery address, or whether a neighbour or someone else in your household has accepted it.

If you still cannot find the parcel, please contact our Customer Service and provide your order number. We will then open an investigation with the carrier and get back to you by email.

Has the tracking stopped updating?

It is normal for some time to pass between tracking updates, as the parcel is only scanned at certain points during transit.

If the tracking has not moved for several days and the expected delivery time has passed, please contact our Customer Service and provide your order number. We will investigate the matter with the carrier and get back to you by email.

Is your Track & Trace number new, or does the tracking not show any information yet? You can read more about how to track your parcel here How can I track my parcel?

If you have received the wrong item, please return it to us. Returns can be registered in our Return and Exchange Portal.

Please note that we are unfortunately not able to exchange wrongly received items. If you would like to receive the correct item instead, we kindly ask you to place a new order yourself and return the wrong item to us for a refund.

If placing a new order means you need to pay an additional shipping fee, please feel free to reach out to our Customer Service team.

If an item you have ordered is sold out, the item will be cancelled from your order. This is specified in the e-mail we send you when we dispatch the rest of your order from our warehouse. It is worth noting that we will not withdraw any money for items that are not shipped.

If an item you ordered is sold out, it will automatically be cancelled from your order, and you will not be charged for it.

This will also be stated in the email you receive when we ship the rest of your order from our warehouse.

We recommend keeping an eye on our website in case the item comes back in stock later.

I can see the full order amount in my account

If you paid by card, you may see that the full order amount is still reserved in your account, even though an item has been cancelled.

We only charge you for the items we actually ship – the remaining amount of the reservation will be released automatically.

Did you pay with Klarna?

If you pay with Klarna, you may notice that the sold-out item is still shown on your invoice.

This is completely normal – the item will not be removed from the overview, but the amount you need to pay will be updated so that you only pay for the items we actually ship.

You should therefore always pay the amount shown as the total amount due in Klarna – not the sum of the individual items on the invoice.

Please note: It may take up to 48 hours before the update is visible in Klarna. If you still see the original amount, please wait a day or two before making the payment.

If you have not received any information from us about an item being cancelled from your order, you are welcome to contact our Customer Service.

If your parcel or the items inside have been damaged during delivery, please contact our Customer Service as soon as possible with the information below so we can investigate the case.

Can you already see the damage when the parcel is delivered or collected?

If the parcel is visibly damaged, you can refuse to accept it. The parcel will then be returned to us.

Once the parcel has been received and processed at our warehouse, we will refund your order. You can read more about our return process here When will I receive my refund after returning an item?.

Unfortunately, we cannot resend orders. If you still want the items, we recommend placing a new order in our webshop.

Did you only discover the damage after receiving the parcel?

1. Take photos straight away
   Take photos of:

   • the outer packaging
   • the shipping label on the parcel
   • the damaged items

   Take the photos before throwing away any packaging or contents.

2. Keep the packaging and all contents
   We may need them as documentation when investigating the case.
3. Contact our Customer Service
   Provide your order number, attach the photos, and let us know which items are damaged or potentially missing from the parcel.

We deliver to addresses in Ireland. We aim to provide service to a wide range of locations, although some remote areas may be outside our delivery scope.

No, for security reasons we do not deliver to PO box addresses.