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Here you can find answers to the ten most frequently asked questions.
How do I search for a product?
For your convenience we have designed many different options to filter or search among our products. At the top navigation in the right corner, you can browse through the categories and then refine what product type you are looking for. You also have the option to filter into e.g. collection, sport and material.
If you know exactly what you need, you can use our search facility, type it in and you will find everything related to your search.
When you have found what you were looking for, simply click "add to bag", and return to shopping or follow the screen instructions to fill in payment and delivery details.top
Do you have a size chart?
Yes, we never want to send you anything that doesn't fit properly. Check out our size chart on the product page for measurements. You will find all the information to ensure our product fits perfectly and looks great.top
How do I pay for my order?
There are a number of payment options to choose from:
- Visa branded Dankort (Danish Entity required)
- Solo/Maestro (UK only)
- Sofort banking (Germany only)
- iDeal online banking (Netherlands only)
All orders are subject to validation and authorization by both the card issuer/credit company and us to maintain security and to prevent fraud.top
Is it safe to order online?
For your online safety, we utilise Security Socket Layer (SSL) technology, one of the most secure systems for ordering online, that allows encryption of your potential sensitive information, such as your name and address and critical sensitive information, such as credit card information.
Your information will be encrypted from the moment you enter it and your sensitive information will not be saved on a public server. That means that information passed between you and us cannot be read in the event someone else intercepts it.
The SSL technology provides an authentication that assures your browser that your data is being sent to the correct secure computer server; an encryption that encodes all data, so only the secure server is able to read it; and a data integrity that checks the transferred data has not been altered.top
How do I use my promotion code?
Make sure you type your code to the appropriate box when you check out, and hit "update" to apply it to your order. If it is not applied at this point, we can't apply it to the same order later on (although you may be able to use it on a subsequent order).
If you have any other questions about discount codes, please contact Customer Service.top
How do I create an account?
Creating an account with us is simple and makes your future shopping visits easier. Click on "My Account" displayed in the top of your screen and submit your details.top
I have just placed an order. Can I cancel or change it?
Once your order has been confirmed, it is not currently possible for you to change it prior to dispatch.
You have an option to cancel but you need to be quick about it. Please contact Customer Service immediately, and they will do their best to fulfil your request. However we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped.
For additional information about cancelling your order, check our Returns Policy.
If your order has already shipped, you will need to return the order to us. Please go to "How do I return items?"top
How does your delivery service work?
Our courier will deliver your items Monday through Friday to the delivery address you submitted when you placed the order.
All deliveries must be signed upon receipt. However, it does not have to be you who sign it. Somebody from the same address such as a family member, friend, receptionist etc. or a neighbour can sign for your parcel.
Our courier will make at least two redelivery attempts. At each attempt our courier will leave you a card which provides you with details for redelivery and also collection, if possible. The courier will typically keep a parcel for up to 7 days before returning it to sender as undelivered.
Note that our courier also may deliver to your neighbours, where appropriate.
|Country||Standard delivery lead time (Working days)|
|Austria||within 5 days|
|Belgium||within 4 days|
|Denmark||within 5 days|
|Finland||within 7 days|
|France||within 4 days|
|Germany||within 4 days|
|Ireland||within 4 days|
|Italy||within 6 days|
|Netherlands||within 4 days|
|within 8 days|
|within 5 days|
|Spain||within 7 days|
|Sweden||within 7 days|
|Switzerland||within 8 days|
|UK||within 4 days|
|Country||Express delivery lead time (Working days)|
|Austria||within 1-2 days|
|Belgium||within 1-2 days|
|Denmark||within 1-2 days|
|Finland||within 1-2 days|
|France||within 1-2 days|
|Germany||within 1-2 days|
|Ireland||within 2 days|
|Italy||within 1-2 days|
|Netherlands||within 1-2 days|
|Norway||within 3 days|
|Poland||within 1-2 days|
|Spain||within 1-2 days|
|Sweden||within 1-2 days|
|Switzerland||within 1-2 days|
|UK||within 1-2 days|
An item is missing from my order
If the delivery note says an item should be in your parcel but it is not, please get in touch with Customer Service. Let us know the order number and the product code or product name of the item you wanted, and we will look into it.
We will usually be able to send you the item we missed, but on the rare occasion that is not possible, we will quickly refund the money you paid for it.top
How do I return items?
It is very easy to return your products or part of your purchase.
For customers within the EU:
Follow these easy steps:
- A pre-paid return label is enclosed with your package. Simply rip it off and place it on the box.
- Fill out the Returns Form. The Returns Form is at the bottom of the Advice Note enclosed with your order. It is important that you enclose the Return Form with your returns in order to process your refund correctly.
- Please pack the products in the box as if received. Ensure that the products have been carefully packed into one parcel for dispatch by post.
- Take the parcel to your nearest post office and obtain a proof of posting.
In case you are not able to take the package to the post office please contact our customer service and we will arrange for a free pick-up. This means that our courier will come and pick up your return parcel on the most convenient address for you.
Make sure to get a receipt from the courier as proof of postage.
Arrange the returns yourself
You also have the option to arrange a return shipment yourself through any postal courier within 30 days. In this case you will be responsible for the full cost of returning the parcel and the products will be your responsibility until they reach our warehouse.
Please make sure to fill out the Returns Form in the bottom of the Advice Note enclosed with your order and enclose the Return Form with your returns in order to process your refund correctly.
c/o Fiege Logistik Stiftung & Co. KG
Sülzenbrücker Str. 400
For customers outside the EU:
Unfortunately, we are not able to offer our customers outside the EU a free return service. However, we have made it very easy for you to return your purchase.
You can either choose to use our Pick-up Service or arrange the return shipment yourself through any postal courier. Please notice that if you choose to arrange the returns yourself, you will be responsible for the full cost of returning the parcel and the products will be your responsibility until they reach our warehouse. If you choose to use our pick-up service, the responsibly is ours as soon as you have handed over the parcel to the courier.
Use our Pick-up Service
Please follow these steps:
- Call or write our Customer Service. It will assist you in scheduling a convenient time and place for the pick-up of your return.
- Fill out the Returns Form. The Return Form is at the bottom of the Advice Note enclosed with your order. It is important that you enclose the Return Form with your returns as it tells us who the order belongs to and thus enables us to refund you.
- Write the following address on the parcel:
c/o GSI Commerce
Oldham, OL9 7PH
- Give the parcel with the enclosed Returns Form to the courier.
- Retain the receipt from the courier as proof of postage.
The shipping charges for using our Pick-up Return Service are as follows:
- NOK 160 within Norway
- CHF 30 within Switzerland
The shipping charges correspond to the return shipping costs and any export duty.
Arrange the return yourself
You also have the option to arrange the return shipment yourself through any postal courier. In this case you will be responsible for the full cost of returning the parcel and the products will be your responsibility until they reach our warehouse.
Please make sure to fill out the Returns Form in the bottom of the Advice Note enclosed with your order and enclose the Return Form with your returns as it tells us who the order belongs to and thus enables us to refund you.
c/o Fiege Logistik Stiftung & Co. KG
Sülzenbrücker Str. 400
We recommend saving the receipt from the postal service as proof of postage.
Once we have received your return, we will issue your refund to you.top