Find answers to the most common questions here
Can I place an order without creating an account?
Yes, it is possible to check out as a guest. However, if you do decide to create an account, you get the opportunity to save shipping and billing addresses in the address book, you will be able to view your order history and you can find tracking numbers for current orders. Create account now.
Can I change or cancel my order, once it has been confirmed?
Unfortunately, we are currently unable to change or cancel your order, once it is confirmed. You can choose to not receive the shipment, which will then be returned to us, or you may use our free return service.
When will my order be shipped?
We aim at shipping all orders that are confirmed before 10am (CET) on the same day. Orders placed after that will be shipped on the following business day. See more on delivery and lead times here.
When and how can I use my tracking number?
As soon as your order is dispatched you will receive a shipping confirmation with a tracking link. The link is active when the carrier has picked up and scanned your shipment, which is why the link may not work the minute you receive it in the shipping confirmation. If you have an account, you can also log in and find the tracking no. under Orders.
I received my order but it is either faulty, incomplete or containing a wrong product. What should I do?
Can I exchange items?
Currently we do not offer exchanges. If you would like a different size or colour, please use our free return service for the incorrect items and place a new order for the right ones. In Denmark, you have the possibility of exchanging items in our physical stores. Read more.
How do I return an item?
We offer free returns for all our customers. Please see our Return Guide for more information.
Have you received my return?
As soon as your return has reached our warehouse we will send you an email. If it has been more than 10 days since you sent it back and you still have not heard from us, please contact Customer Service and we will resolve the issue.
When will I receive my refund?
When your return has been received, we will process it as soon as possible and within 2 business days. When processing is complete and the refund has been issued, it may take up to 10 business days before the amount is in your account, depending on your bank or credit card issuer. We will issue the refund in the same form of payment originally used for the purchase, unless you have explicitly agreed on something else.
How will I know my size?
On each product page you will see a link to our Size Guide, but you are also welcome to contact us to receive advice on products and sizing.
How do I use my promotion code?
At checkout you will be able to enter your promotion code. When you click "Apply" it will be added to your order. Unfortunately, we cannot reissue a promotion code in the event that your original order is returned to us. If you have any questions or problems regarding promotion codes, please contact us.
I experience problems with the website. What can I do?
We apologize for any errors you may experience on our website. Please contact us and we will assist you to our best effort.
Which payment methods do you offer?
We accept the following means of payment:
- Visa Eletron
- American Express (offered to customers in Denmark)
- Mobile Pay (offered to customers in Denmark)
- Ideal (offered to customers in Netherlands)
- Klarna invoice (offered to customers in Sweden with delivery to service point, and to customers in Germany with delivery to home address)
What currencies can I pay in?
It is currently possible to pay in Euro (EUR), Danish Kroner (DKK), Swedish Krona (SEK), Norwegian Kronor (NOK) and British Pound Sterling (GBP). Please note, that if you change your shipping country during checkout, this may affect which currency you pay in.
Which countries do you ship to?
We currently ship to the following countries:
- Czech Republic
- Denmark (excl. Faroe Islands and Greenland)
- Finland (excl. Åland Islands)
- France (excl. Corsica, Guadeloupe, French Guiana, Martinique, Réunion, Mayotte, Monaco, Saint Pierre, Wallis and the Futuna Islands,and New Caledonia)
- Germany (excl. Island Helgoland, and area of Busingen)
- Italy (excl. Campione d’Italia, Livigno, San Marino and Vatican City)
- Netherlands (excl. Aruba and the territories of the (Dutch) Antilles)
- Norway (excl. Svalbard)
- Spain (excl. Ibiza, Mallorca, Menorca, Andorra, Canary Islands, Ceuta and Melilla)
- United Kingdom (excl. Isle of Man, Isles of Scilly, Channel Islands, Shetland Islands, Jersey, Guernsey and Gibraltar)
© 2017 Ganni