FREQUENTLY ASKED QUESTIONS

ORDERS

Please note that once an order is placed, we are not able to make any changes to it. A new order will need to be placed and the original order cancelled as per policy.


If you would like to cancel your order, please send an e-mail to customerservice@copenhagencolors.com with subject line “CANCEL ORDER” or contact us by phone +45 2795 7099 , during opening hours( from monday to friday 9-17) , as soon as possible. Please note, it is only possible to cancel your order, if our warehouse has not started processing it yet.

Once your order is confirmed it will be sent from our warehouse within 1-3 business days. If you experience any delays, please feel free to contact our customer service at customerservice@copenhagencolors.com

If you haven't received an order confirmation yet, it could be due to the following reasons:

1) your order hasn't been approved yet.

2) your order confirmation email could have been caught in your junk mail folder.

3) there is a spelling mistake in your email address. Please contact our customer service at customerservice@copenhagencolors.com and we will re-send you your order confirmation.

If there is a mistake in your delivery address, please send us an email to customerservice@copenhagencolors.com or contact us by phone +45 2795 7099, during opening hours, as soon as possible. If our warehouse has not started processing the order yet, we will do our best to acommodate your request.

Shipping & DELIVERY

Read more information about shipping and delivery here.

You may find our estimated delivery time and shipping cost to your country here. Please note, that it might take 1-3 business days before your order is shipped from our warehouse.

Once your order is shipped, you will receive a shipping confirmation with a tracking link. If you do not receive an email from us, please check your junk mail folder and see if you have provided the correct e-mail address upon checkout. You are always welcome to contact us at customerservice@copenhagencolors.com should you have any questions.

Depending on the courier your order has been shipped with, the tracking link might not be active in the first 2 business days. You are always welcome to contact us at customerservice@copenhagencolors.com should you have any questions.

If you are experiencing any delivery issues, you are always welcome to contact us with your order number at customerservice@copenhagencolors.com. Please note, that delivery delays might occur on international shipping, if the package is held at customs.

Your package could have been sent back to us due to these reasons:


1) no one was at the delivery address during the attempt of a delivery


2) the package was not collected from a parcel shop within the given time frame


3) the delivery address was incorrect or incomplete.


In any of these cases, we will issue a refund within 14 days of your package returning to our warehouse. Please note that the package can not be re-sent. If you wish to receive the items ordered, you are welcome to place a new order instead.

Returns & Exchange

Read more about our returns and exchange policy here.

If you change your mind about a product, we gladly accept returns within 30 days of you receiving your order. We accept only unused items in original condition. If you wish to exchange an item to another size, style or color, please place a new order and return the items you wish to exchange. In order to send return package to us, please choose a business delivery option (not access point), as we are not able to collect packages from parcel shops. For more information about product return, please read here.

Unfortunately we do not offer free returns, therefore you are welcome to choose your local courier. We do recommend sending packages with UPS or GLS.

The refund will automatically take place within 14 days after we receive your return parcel at our warehouse. Refunds will be credited to the original payment method.

If you have received a product with a defect or a wrong item, please contact us at customerservice@copenhagencolors.com with your order number and a product image and we will look into the matter.