FAQ

Here you will find answers to the most frequently asked questions about shipping and returns. If you can't find the answer to your question here, you can look to the menu in the footer. You are also always welcome to contact customer service via phone or email.

Shipping

When can I expect my order to arrive?

We process and ship orders during our normal business hours, Monday to Friday from 8 AM to 4 PM CEST (excluding Danish public holidays). All orders are dispatched within 1 - 3 business days. During busy periods, longer processing time may occur.

 

I didn’t pick up my order - what should I do?

We generally cannot resend your package if it has been returned. Please contact our customer service for further assistance.

 

 

Returns

How do I return an item?

We accept returns made through our return portal. Please follow the step-by-step instructions included in your purchase.

Can I exchange an item?

If you would like to receive a different size or another product, please note that we do not offer direct exchanges. You will need to place a new order for the item you want.

When will I receive my refund?

Once your return has been approved, you will receive a notification about your return. Refunds will be made to the original bank account used for the purchase.

 

Can I return my order in-store?

Unfortunately, we do not offer returns in our physical stores in Copenhagen, Aarhus, or Berlin.

I have a complaint. What should I do?

If an item has been damaged during transport, has manufacturing defects, or other faults that occur within 24 months, please contact customer service at webshop@madsnorgaard.dk. Please attach pictures of the defects on the product and describe the issue as detailed as possible. If you purchased the product from our physical stores in Copenhagen, Aarhus, or Berlin, or through one of our retailers, please contact them directly.