Return, exchange or cancel – how to do it

At the bottom of the page you will find four buttons. Choose the one that fits what you want to do: Return your order, Exchange your order, File a complaint or Cancel your order. Below you can read how each option works.

Return and exchange

Use the Return your order or Exchange your order button below.

• You receive a shipping label for the return; the cost is shown in the portal. Exchanging for another size is just as easy via the portal.
• If you have already created a return or exchange, you can follow its status in the portal.

You have plenty of time: 100-day return period

You have a full 100-day return period with us – far more than the 14 days required by law. The period is counted from the day you receive your order; your statutory right of withdrawal is therefore included in and exceeded by our 100 days. In case of withdrawal, we refund the amount to the same payment method no later than 14 days after we receive your notice (though we may wait until the item is returned). If you refuse to accept the parcel, the return shipping cost is deducted from the refund.

What to be aware of when returning

• The seal may be broken so you can try on the clothing. Underwear should be tried on over your own underwear.
• The clothing may be tried on – but not used. Try it on as you would in a store.
• Some sock packs are held together with strips. Be careful not to cut into the sock itself when cutting the strip – otherwise the item cannot be returned.
• The packaging may have got a few knocks in transit, but do not use it as shipping packaging – always pack your returns securely.
• If you bought a box with several parts (e.g. a 2-pack or 5-pack), all items in the box must be returned unused.

Complaint

If an item has broken or has a defect, file a complaint using the File a complaint button. Follow the steps, where we ask for a description of the fault as well as photos of the fault and product. Our customer service then reviews and assesses the case and contacts you. There is a 2-year right of complaint on manufacturing and material defects.

Cancelling an order

If you change your mind, you can cancel your order yourself using the Cancel your order button – quickly and without logging in.

• If the order has not been shipped yet, we cancel it and refund your purchase.
• If the order has already been shipped, the parcel cannot be stopped in transit. We register your cancellation immediately and send you a confirmation, and it is then handled as a return: you send the item back, and we refund as soon as we receive it.

If you experience any problems along the way, please write to us at kundeservice@copenhagenbamboo.dk.