FAQ

Payment at copenhagenbamboo.com is 100% secure via our payment provider quicknet.net.

It is possible to pay with all major credit cards. You can also pay with Anyday and Klarna.

The money will only be deducted when the order is shipped.

Refunding your purchase or parts of your purchase can take up to 2 working days.

If you have paid with MobilePay, you will not receive a notification in the app, so always check your bank statement.

If you wish to add or remove items from your order, please send us an email at cs@copenhagenbamboo.com or call us on weekdays between 10am and 1pm at tel.: +45 71 99 24 66.

You can also cancel your order here and place a new order in the webshop. An order can only be canceled if it has not been shipped yet.

If you wish to cancel your order, please do so here. We pack orders every day of the week, and once your order has been packed, we cannot make changes to it. In that case, you can initiate a return here once you receive your package.

Hvis den vare du har købt er blevet sat ned i pris inden du har modtaget varen er du velkommen til at sende os en mail, så refunderer vi dig forskellen.

Hvis varen er sat ned i pris efter du har modtaget varen bedes du sende os et billede af at varen fortsat er i ubrudt emballage, så refunderer vi dig forskellen. Varen skal være i en sådan stand at du ville kunne sende den tilbage, og få pengene retur. Varen må altså ikke være taget i brug.

No, you can not. We are exclusively an online store and all orders are sent with GLS or Budbee.

Vi har ikke mulighed for at ændre den valgte pakkeshop efter ordren er oprettet.

Hvis du opdager en fejl, så anbefaler vi dig at annullere din ordre og lægge en ny.

Har du bestilt levering med Budbee kan du selv ændre pakkeshoppen via dit trackingnummer når din pakke er sendt.

Hvis du har lagt to eller flere ordrer som er blevet pakket og sendt i én pakke er du velkommen til at kontakte os, så du kan blive refunderet for eventuelle fragtomkostninger, du har betalt for meget.

Du kan skrive til vores kundeservice på kundeservice@bambustoej.dk

It is not possible to pick up packages in our webshop – we only ship with GLS and Budbee.

It is not possible to postpone the shipment of orders. If you are not at home to receive/pick up packages and the package is returned undelivered, you will be charged the price for the actual return freight as well as freight for any new shipment if you want the package resent.

We encourage you to only place an order when you know that you will be home to receive the package, or can have someone collect the package for you. As well as only creating and submitting exchanges when you are sure that you are home to receive the return package. Please remember that we offer a 30-day full right of return.

If you need us to ship to other countries, please contact us by sending an email to cs@copenhagenbamboo.com.

You will receive a track and trace link by email and SMS as well as parcel number when your parcel is on its way.

If your parcel has been delivered to a parcel shop by mistake, you can either choose to pick it up yourself and let us know and we will refund the shipping costs. Or you can choose not to pick up the package and thus let it go back and let us know about this, and then we will send the package again (with redistribution) when it comes back to us. This can take up to 14 days.

Please let us know what you prefer at cs@copenhagenbamboo.com.

Unfortunately, there are instances where we send incorrect items to our customers. Our warehouse is operated by humans who, occasionally, make mistakes in picking items. It is always regrettable when this happens, causing inconvenience to everyone involved, but it is one of the risks of online shopping.

If you receive the wrong item, please follow the instructions here to file a complaint and return the item. Once we receive your return package, we will send the correct item to you.

Unfortunately, it occasionally happens that the packaging gets damaged during transport, but this rarely affects the clothing inside. If, against all expectations, the clothing itself has been damaged and you wish to exchange it, please follow the instructions here.

No, that is not possible. Please initiate a return and send your package with GLS. Learn more about returns here.

1. Return the item that doesn't fit. Once we receive the item, we will process the refund. (See above for return instructions.)

2. Place a new order for the desired size. Is the item more expensive now? See the next step.

3. Send an email with your new order number to customer service, and we will refund the discount. Please note that this only applies when purchasing the same model and color.

If you wish to return your items, you can do so here.

We offer a 30-day right of withdrawal on items purchased from our webshop. The period is calculated from the day you receive the package. Withdrawal must be notified to us no later than 30 days after the purchase, and from the notification, you have 14 days to send the return shipment.

Production defects can occur, but it shouldn't inconvenience you. If you receive an item with defects or damage, please send us a picture of the item along with a description of the issue in an email to cs@copenhagenbamboo.com. Upon receiving the photo, we will assess the claim and decide whether we need the item returned.

If necessary, we will provide you with a shipping label via email. We cover all expenses related to the claim process.

See examples of complaints below. If you experience other errors, please feel free to contact our customer service.

- Shortage of the item
- Hole in the weave
- Error in stitching
- Error in color
- Loose elastic
- Broken zipper
- Error in print

The following are not complaints

- Poor fit: if the clothes do not fit well, this is not a complaint. Always try the clothes on before washing them, and make sure you have stood, sat and walked around in them, so you are sure that they fit properly

- Socks with thin wear (read more here)

Unfortunately, it occasionally happens that the packaging gets damaged during transport, but this rarely affects the clothing inside. If, against all expectations, the clothing itself has been damaged and you wish to exchange it, please send us a picture of the item along with a description of the issue in an email to cs@copenhagenbamboo.com. Upon receiving the photo, we will assess the claim and decide whether we need the item returned.

If necessary, we will provide you with a shipping label via email. We cover all expenses related to the claim process.

If your socks have a hole or if there's a seam issue with your underwear, please send us a picture of the item along with a description of the defect to cs@copenhagenbamboo.com. Upon receiving the photo, we will assess the claim and decide whether we need the item returned.

If necessary, we will provide you with a shipping label via email. We cover all expenses related to the claim process.

Some discount codes do not apply to already discounted items. This means you will not receive an additional discount if, for example, the item you are purchasing is already discounted by 20%