CUSTOMER SERVICE
Do you have questions about products, materials or how our shop works, then please see the sections below, which hopefully answers your request.
ORDERS
If you have placed a new order, then you should receive an order confirmation right away. If you don’t see it, please look in your spam folder. If you haven’t received the confirmation within a few hours, the please contact us for clarification.
Yes. You can cancel the order before we ship the goods. This is possible under “Orders” in your account menu.
If an order is being cancelled, it can be due to wrong updates of available stock from our distributors. This is very inconvenient and we’ll usually reach out to you with information and alternative suggestions. We sometimes see this, when a style goes out of production and a new style is introduced.
It’s unfortunately not possible for us to edit orders and change details. You have the possibility to cancel the order under “Orders” in your account menu and create a new order respectively.
Please note, that this change needs to be done immediately upon discovery and before we handle the order. If this is not met, you’ll need to return the product to us for exchange or cancellation.
It’s not possible to order items what are sold out or in backorder. If a specific model or design is in backorder, you’re most welcome to email us and we’ll notify you, when it’s in stock again.
If a product is sold out, we will investigate delivery terms in individual cases. It’s impossible for us to answer, whether the specific product and and style will retur or be discontinued.
You’re always welcome to contact our customer support.
PAYMENT
Creditcard: Payment with VISA, Mastercard and other international card types.
MobilePay: Mobile with danish MobilePay. Also supports VIPPS from Norway.
Apple Pay: Payment with associated payment types on your Apple device.
Google Pay: Payment with associated payment types in your Chrome browser or Android device.
AnyDay: Purchase for up to DKK 30.000,- and split your payment in 4 monthly rates.
For ongoing orders, it’s not possible. You can however, select your preferred payment method before checkout for each order.
When going to checkout to pay, we make an online verification and credit check through our payment provider and partners. The validation is individual and based upon multiple factors that we don’t even know about.
If your purchase is declined, then that means that we cannot give you a line of credit. Please contact our customer support on +45 81 81 71 81 for further assistance.
Generally we don’t have a line of credit and all purchases needs to be paid online during checkout.
Usually we deduct the reserved amount on the time of shipping, unless orders Made To Measure, bespoke or single type items. This due to no return policy for these types of orders.
The order total will be reserved on your card in 21 days and once shipping is confirmed, we will deduct your payment accordingly.
By late or missing payment for commercial clients, we add a fee and calculate interest rates in correlation with danish law and the National Bank.
AnyDay validates all purchases upon checking out. There can be several reasons for a potential declination and we recommend that you contact AnyDay directly on +45 81 81 61 81 to resolve the matter.
Yes. that is possible. Contact our customer service for further information and a talk about your special needs.
DELIVERY
GLS Pakkeshop
When choosing GLS, enter your ZIP code and from there you can choose the closest pichup point in your proximity.
UPS
By selecting UPS, the package will be delivered to your home or business address. If you’re not present at time of delivery, you’ll receive a message from UPS with information for pickup for other delivery time.
Time of delivery can vary a bit, depending on the distributor, Products are usually shipped withing 2-5 business days, weekends and holidays excluded.
If it’s possible to track your package, we’ll automatically provide link for tracking by email on the order. Tracking information can in some cases take up to 24 hours to occur.
In the majority of shippings, yes. In certain cases, the distributors are not providing tracking information to us due to drop shipping. But they are very fast and professional. 🙂
In certain cases, we’ve experiences slower handling and updates online for GLS. Please be patient and wait can be up to 24 hours.
If you’re unable to pick up your package within given time, the package will be returned to sender. We will require a fee for returns.
According to terms and conditions and return policies, we therefore recommend picking up the package in due time, which is usually two weeks.
Please document the damages and send photos to our customer service. We’ll do our best to assist you fast
MATERIALS & SIZES
If ordering more sizes of the same SKU and product, we claim the right to decline the order in total. This handling is quite costsly for us and we recommend that you contact us for guidance before purchasing something, that can be wrong for you.
Most products have included size guides, so we also refer to these.
Yes and no. We have a showroom with selected distributed products, but it’s usually not open for public visits. We do however organize events there during riding season, so please be see our Journal for dates and events.
Yes. Of course we do. During checkout, it’s possible to add company name and VAT number.
If you need to purchase in bulk, then please contact our customer service for bulk discounts. We can then create more attractive terms for your account with us.
If ordering more sizes of the same SKU and product, we claim the right to decline the order in total. This handling is quite costsly for us and we recommend that you contact us for guidance before purchasing something, that can be wrong for you.
Most products have included size guides, so we also refer to these.