FAQs
Shopping
How do I change the currency?
The currency of your purchase is controlled by the country your order will be delivered. Scroll down to the bottom to select your country and currency in DKK, EUR, or USD.
I want to buy a certain item, but you don't have it in my size. Will you get this item again?
Unfortunately, if the product or size isn't listed on our website, it's sold out. We are constantly receiving new products, so make sure to check back in to see. You can also use the "In-store availability" feature on any product to see if it is available in your size at one of our three Danish locations.
How do I know if this shoe will fit?
All products have a size guide, which you can find under the product description.
Can I reserve a pair of shoes that will be releasing?
Unfortunately, we do not take pre-orders or reservations for any of our products.
Orders
I wrote the wrong shipping address on my order. How can I fix it?
Unfortunately, we cannot make changes to any order. Please cancel your original order and place a new one. To cancel your order, send us an email at [email protected].
I placed an order but haven't received any confirmation.
Please make sure you have entered your email address correctly and make sure to check your junk mail. If it's still nowhere to be found, send us an email at [email protected] to double-check your order has been successful.
Can I make a change to my order?
If you'd like to make changes to your order, you need to cancel the original and place a new one. To cancel your original order, send us an email at [email protected].
Can I cancel my order?
It is only possible to cancel an order if it hasn't been processed. Please call our customer service at +45 3315 8380.
Why haven't I received a tracking number?
Once your order is processed and shipped, you will receive your tracking information.
Why am I being charged import taxes?
Import taxes are charged by your local tax authorities and are the responsibility of you, the buyer. All orders shipped to countries outside the EU are charged without 25% Danish VAT to accommodate for any additional charges you may encounter.
Where is my package?
Please contact the shipping carrier with the tracking number you received on your shipping confirmation.
I have received my package, and there is a mistake, what should I do?
Please send us an email at [email protected], and we will correct any errors.
I didn't receive my entire order. What should I do?
Please send us an email at [email protected], and we will correct any errors.
Returns
How do I return an item?
To return an item, please register your return through our Return Portal, where you will be guided through the return process step by step.
Once your return has been registered, you will receive a return label or QR code to use when sending your parcel back to us.
Please also complete the return form that was included in your original shipment and place it inside the return parcel. This helps us process your return as quickly as possible.
If your return concerns a damaged item, a wrong product received, or another issue requiring assistance, please contact our Customer Service team at [email protected], and they will guide you through the process.
See our RETURNS section for detailed instructions.
How do I make an exchange?
We no longer offer online exchanges.
Please return your item for a refund and place a new order.
Online purchases can still be exchanged in-store at our locations in Aarhus and Copenhagen.
Why haven't I received the refund for my return?
Refunds will automatically be issued via the original payment method once your return has been processed.
In most cases, you will receive the refund within seven days, but for some types of credit cards it can take up to 30 days before the funds are cleared into your account.
Please contact your bank regarding the release of the funds.
How long is the processing time for returns?
Returns have a processing time of 1–3 business days from the time we receive the package.
Claims
What should i do if my package has been damaged during delivery?
If you receive a package that has been damaged while in transit, please contact us at [email protected] within ten days of receipt so we can assist you with your claim.