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].
Where do you ship to?
We ship to most countries worldwide. You can see the full list in the location selector at the bottom of any page. We do not currently ship to the United States.
Do you offer free shipping?
Orders over 1.000 kr. are delivered free within Denmark. We do not currently offer free shipping on orders to the rest of the EU or internationally. All delivery options and prices are listed under Shipping & returns.
When will I receive my order?
Shipping time depends on the destination. Inside the EU it usually takes 1-5 business days, and outside the EU 1-7 business days, though customs procedures can add time.
We process and send orders Monday to Friday from 8.00 to 16.00 CET, except Danish public holidays, and aim to dispatch within one business day. You will receive a shipping confirmation by email. Delivery options, times and prices for each destination are listed under Shipping & returns.
How do I track my order?
You will receive tracking information directly from the courier once your order has shipped. Enter the tracking number on the courier’s website to see the current status and estimated delivery date.
If you chose GLS Parcelshop, you will only be notified once your parcel is ready for pick up.
My tracking says delivered but I have not received my parcel
Please contact us at [email protected] with your order number and we will open an investigation with the carrier. It is worth checking with neighbours and any safe place the courier may have used first, as parcels are often marked delivered slightly ahead of the final drop-off.
Will I be charged customs duties or import taxes?
If you are ordering from outside the EU, possibly. Duties, import taxes and handling fees are set by the authorities in your country, are not included in our prices, and are paid by you on arrival. See Customs & duties under Shipping & returns for how the charges work and why we cannot show them at checkout.
How do I return an item?
You have 30 days from receiving your order to return it, and the items must reach our warehouse within those 30 days. Items must be unworn, unwashed and unaltered, with all original tags, authenticity cards, dust bags and packaging.
Returns within the EU are free using the pre-paid label in your parcel. From outside the EU you pay the return shipping, and your parcel also needs a signed return shipment invoice for customs. Step-by-step instructions, the return address and the full return policy are under Shipping & returns.
Can I return only part of my order?
Yes. Note the quantity you are sending back against each item on the return form in your parcel, and keep the rest. You will be refunded for the returned items only.
Can I return sale items?
Yes. Sale and marked-down items can be returned on the same terms as full-price items.
Can I return an online order to your store?
No. Online orders can only be returned by post, following the instructions under Shipping & returns. Items bought in store cannot be returned by post either.
How do I request a pre-paid return label?
If you are in the EU and did not receive a pre-paid return label in your package, contact our customer service team at [email protected] and they will create one for you. We do not cover the cost of returns from outside the EU.
Have you received my return?
You will receive an email from us once your return has been received and processed. Processing time can vary with the volume of returns we are handling, and returns from outside the EU may take longer because of customs procedures.
When will I receive my refund?
Your refund will be issued within 10 business days of your return arriving at our warehouse, to the same payment method you used for the order. During peak periods this can take a little longer.
If you have any questions about a refund, contact us at [email protected].
I received the wrong item, or something is missing from my order
Please email us at [email protected] with your order number and a photograph of what you received, and we will sort it out. Do not send the parcel back before contacting us.
What do I do if my item is damaged or defective?
Please register your claim here through our claims portal and our team will review it and come back to you with instructions. All articles are covered by the Danish Sale of Goods Law, which gives you 24 months to file a complaint; the full terms are under Shipping & returns.
Can I exchange an item or reserve a size?
We do not offer exchanges, and we are unable to reserve items or sizes. If you need a different size or item, please return the original purchase and place a new order. If you are unsure about sizing, see Sizing and products below.
When ordering from outside the EU, your shipment may be subject to customs duties, import taxes and handling fees charged by the authorities in your country. These charges are not included in our product prices or in our shipping prices, and they are paid by you rather than by us.
HOW ORDERS ARE SHIPPED
Orders travelling outside the EU are shipped Delivered At Place (DAP). Customs charges are therefore not collected at checkout and must be paid before or upon delivery. We are unable to refund customs duties, import taxes or handling fees, including on orders that are later returned.
If customs charges are not paid, the carrier may return the shipment to us or abandon it.
WHAT YOU CAN EXPECT TO PAY
A general guide to the main destinations we ship to outside the EU.
United Kingdom
Duty-free thresholdUp to £135
Estimated customs duties0–12%, product dependent
Import VAT or tax~20% VAT
Norway
Duty-free thresholdVery low
Estimated customs duties0–15%, product dependent
Import VAT or tax~25% VAT
Switzerland
Duty-free thresholdVery low
Estimated customs dutiesUsually low
Import VAT or tax~8% VAT
Australia
Duty-free thresholdUp to AUD 1,000
Estimated customs duties0–10%, product dependent
Import VAT or tax~10% GST
Canada
Duty-free thresholdLow, varies
Estimated customs duties0–18%, product dependent
Import VAT or tax~5–15% GST/HST
United Arab Emirates
Duty-free thresholdLow
Estimated customs dutiesOften low or none
Import VAT or tax~5% VAT
Kuwait
Duty-free thresholdLow
Estimated customs duties~5% typical
Import VAT or taxNo VAT
Japan
Duty-free thresholdLow
Estimated customs duties0–10%, product dependent
Import VAT or tax~10% consumption tax
Iceland
Duty-free thresholdLow
Estimated customs dutiesProduct dependent
Import VAT or tax~24% VAT
These figures are indicative only. Duty-free thresholds and rates are set by each country, differ by product type, and change without notice. Where an order exceeds the threshold for your country, duties and taxes will usually apply to the whole order value. Please treat this as a starting point rather than a quotation, and check with your local customs authority for current charges.
HOW THESE CHARGES ARE CALCULATED
Customs charges are typically based on the value of the goods, the cost of shipping, the product category, and the customs regulations of the destination country. Import VAT is often calculated on the total value including duties and shipping.
WHY WE CANNOT SHOW EXACT FEES AT CHECKOUT
Customs rules differ by country and by product type, and they are set by local authorities rather than by us. Exact charges therefore cannot be calculated at checkout. As customs policies and import fees vary widely, we suggest you contact your local customs office for current charges before you order.
BEFORE YOUR PARCEL ARRIVES
Please keep an eye on emails and text messages from the courier. They may need to contact you to collect customs charges before they can deliver, and unpaid charges are the most common cause of a delayed delivery.
CUSTOMS ON RETURNS
If you are returning an order from outside the EU, your parcel needs a signed return shipment invoice for customs in addition to the return form. See Returns & refunds for the full instructions, or go straight to the return shipment invoice.
How do I choose the right size?
We use EU sizing. Every product page has a size conversion table showing the equivalent Danish, US, UK, Italian, French and Australian sizes, so you can match your usual size to ours.
We also list the model’s height and the size she is wearing, which gives a good indication of how a style will fit on a similar body type. Fit will still vary with your own shape, and cut varies between styles.
If you are unsure between two sizes on a particular style, email us at [email protected] and we can advise on the fit.
Will a sold-out style be restocked?
Sometimes. Many styles are produced in limited quantities and will not return, but some are restocked. Sign up for a back-in-stock alert on the product page and we will email you if that size becomes available again.
How should I care for sequins, beads and embellished styles?
Styles with sewn-on parts such as sequins, beads, studs and buttons need gentle handling, as do knit and silk pieces. Avoid friction against bags, seatbelts and rough surfaces, store them flat or padded rather than crowded on a rail, and follow the care label rather than washing at home.
Some loosening of sewn-on parts with wear is normal and is not considered a fault. Care instructions are on the hangtag and the care label.
I haven’t received an order confirmation. What do I do?
You should receive a confirmation email within 24 hours of ordering. Please check your spam and promotions folders first. If it still has not arrived after 24 hours, contact us at [email protected].
Can I cancel or change my order after it has been placed?
If your order has not shipped yet, contact us at [email protected] as soon as you can and we will try to cancel it. We cannot guarantee it, as the order may already have been packed.
We are not able to change an order. If you need a different size or item, ask us to cancel and then place a new order.
Can I pay in a different currency?
Prices are shown and charged in Danish kroner or euros depending on your location, which you are asked to confirm when you arrive on the site. All prices include VAT. We are continuously working to improve the payment options available.
I have a collaboration request
For any collaboration enquiries or proposals, please contact us at [email protected] and we would be glad to discuss it.