PROCESSING TIME

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, but during busy periods, it may take a little longer. Once your order has been shipped, you will receive a shipping confirmation via email.

AVERAGE SHIPPING TIMES AND DELIVERY INFORMATION

Orders are shipped with different carriers depending on the shipping country and are insured against theft and accidental damage.

DELIVERY WITHIN DENMARK

DELIVERY WITHIN EU

DELIVERY OUTSIDE EU

Orders shipped outside the EU may also be charged customs duties and import taxes on arrival. These are not included in the shipping prices above and are paid by you. See Customs & duties below before you order.

TRACK YOUR 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.

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.

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.

Duty-free thresholds vary from country to country and may change. If the value of your order exceeds the threshold in your country, duties and taxes will usually apply.

WHY WE CANNOT SHOW EXACT FEES IN ADVANCE

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.

You have 30 days from the date you receive your order to return it, and the items must reach our warehouse within those 30 days.

RETURNS WITHIN EU

ROTATE Birger Christensen covers return costs within the EU. We do not refund the original shipping cost paid when the order was placed.

1. Place the article(s) you wish to return in a suitable bag/box, e.g. the one you received from ROTATE
2. Fill out the return form and enclose it in your return package
3. Ship the return package using the pre-paid return label attached with your order
4. Please keep a receipt as proof of the return shipment

If you did not receive a pre-paid return label in your package, please contact our Customer Service team at [email protected] and they will create one for you.

RETURNS OUTSIDE EU

We do not cover the cost of returns from outside the EU.

1. Place the article(s) you wish to return in a suitable bag/box, e.g. the one you received from ROTATE
2. Fill out the return form and enclose it in your return package
3. Fill out the return shipment invoice for customs. This is separate from the return form above and you need both. Print and sign three copies for the carrier’s document pouch on the outside of the parcel, and keep one for yourself. Without it, customs will refuse the parcel and return it to you at your own cost.
4. Ship the return package as a business parcel directly to the return address below:
   Scan Global Logistics A/S
   Jernholmen 49
   DK-2650 Hvidovre
   Denmark
   Att. return ROTATE
5. Please keep a receipt as proof of the return shipment. Packages that are lost in transit will not be compensated by us, and we therefore recommend you send the package as a trackable shipment.

On the return shipment invoice, declare the price you actually paid for the items. Please do not write “0”, “no value” or “gift” — this is the most common reason a return is held at the border. You will find the HS code and country of origin for each item on the commercial invoice that came with your order — please enclose a copy of that invoice too.

For international customers, we recommend using FedEx or UPS to make sure that your parcel is protected and insured during transit. Should you experience any issues with returning from outside the EU, please contact our Customer Service team at [email protected].

RETURN POLICY

ROTATE Birger Christensen does not accept items that have been worn, altered or washed. All articles must be returned in their original packaging and in the same state in which they were delivered, including original ROTATE Birger Christensen tags, authenticity cards and dust bags. Shoes must be tried on a carpeted surface and returned in their original box, which must not be damaged. The packaging is considered part of the article.

Damaged or soiled articles will not be accepted and will be sent back to the customer, and a refund will be refused. Every returned article undergoes a quality control check on arrival. Returns that do not meet this policy will not be refunded and will be returned to the customer.

We recommend that all articles are sent as trackable packages to ensure safe arrival. We cannot collect goods sent to a parcel shop, so please send your return to the return address on your return slip.

Sale and marked-down items may be returned on the same terms as full-price items.

REFUNDS

Once your return arrives at our warehouse you will receive an email notification. Your refund will be issued within 10 business days of arrival, to the same payment method used for the original purchase.

Processing time may vary depending on the volume of returns we are receiving. Returns from outside the EU may take longer due to customs procedures. If you have any questions regarding refunds, please contact our Customer Service team at [email protected].

EXCHANGES

It is currently not possible to exchange items online, and we are unable to reserve items or sizes. If you require a different size or item, please return the original order and place a new order through our website.

RIGHT OF WITHDRAWAL

Under EU Directive 2023/2673 you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, submit a request on our withdrawal page, or contact our Customer Service team at [email protected].

The right of withdrawal applies in addition to our 30-day return policy above. After withdrawing, the goods must be returned to us following the return instructions in this section.