Shipping & Returns
Freight
We offer free shipping on orders over DKK 500 in Denmark and ship with GLS. For other European orders, the price is DKK 120. The delivery time depends on where your order is to be sent to.
Denmark: Within 3 working days.
Europe: Within 7 working days.
Please note that customs clearance may extend the expected delivery time.
Do you ship outside of Europe?
If you live outside Europe and want to get your feet in a pair of Shoe Biz shoes, please contact our customer service at customerservice@gardenia.dk and we will try to find a solution for you.
Where do you ship from?
All our goods are sent from our warehouse in Denmark.
When will my order be shipped?
As soon as we have received and processed your order, we will ship it to you.
It usually takes between 2-4 working days to process your order. When your order leaves our warehouse, you will receive a confirmation of your shipment by email or SMS with a tracking number. Your new shoes are on their way!
What is the status of my order?
You can track your order via your tracking number, which is sent in the email or SMS you receive as a confirmation of your shipment. If you experience problems, contact our courier (GLS or UPS). They offer the best help to track your order. If you are in doubt, please contact us at customerservice@gardenia.dk .
Please note that it may take up to 24 hours after you have received a confirmation of your shipment for you to be able to track your order.
Unclaimed packages
In cases where you as a consumer do not pick up the package, and it is therefore returned undelivered, it is important to be aware that this cannot only be regarded as a regret.
A cancellation of the purchase can only happen if you as a consumer give explicit notice that he wishes to cancel. If we do not hear from you, we will contact you and ask if you wish to cancel the purchase or have your order resent.
If we do not hear from you within a reasonable time, we will consider the purchase as regrettable. If you regret the purchase, you will be refunded the amount minus the amount it costs us to return the package to you.
Return & Exchange Rules
Can I return or exchange my purchase?
Of course, we hope that you are always satisfied with your new Shoe Biz Copenhagen shoes. However, should you not be completely satisfied, you have 14 days right of withdrawal after receiving your order.
Please note , in order to reserve the right to return or exchange your item, the item must be in the same condition and packaging as when you received it. We do not accept used or damaged items, or items without the original shoe box. If the product and/or the shoe box have been handled in a different way than was necessary to determine the nature, characteristics and way of functioning of the product, the purchase amount will only be partially refunded.
How can I return or exchange my purchase?
If you regret your purchase, please fill in the attached return slip, mark the package with "RETURN PACKAGE"
Please note that the buyer is responsible for the shipping costs for returns.
If you buy a label, you must make sure that you buy with delivery, so that the package comes directly to our address. Return the item to the following address:
All items that are returned must be properly packed for shipping. Any damage caused by inadequate packaging may affect your right to a return or exchange. Feel free to reuse the packing box you received your order in. Easier for you and better for the environment!
How long does it take to process a return or exchange?
As soon as we receive your return, we will check the item and then handle your return or exchange.
If you want a refund, the amount you paid us at the time of your purchase will be refunded. If you have received a promotional offer or discount, only the amount you have paid will be refunded. The amount is always refunded to the same means of payment with which you paid.
When we have processed your return, you will receive a confirmation by e-mail and can expect your refund in your bank account within the next 7-10 working days.
Please note that you may lose your purchase amount, in whole or in part, if the product has deteriorated because:
- You have actually put the item into use;
- The item lacks original packaging;
- The item has been damaged while you were responsible for it;
- You have handled the product in a way other than necessary to be able to determine the product's nature, properties and the way it functions.
Complaint
Complaints apply if there is something wrong with the product.
Can I complain about an item?
As a consumer, your purchase is covered by the Sales Act, including defect rules, which give you a 24-month right of complaint. This means that you can have a defective item repaired or exchanged, your money back or a discount, depending on the specific situation.
Note , it is a requirement that the complaint is justified and that the defect is not caused by incorrect use of the product or other damage-causing behaviour.
How can I complain about an item?
We recommend that you complain as soon as possible after you have discovered the defect. Send us an email describing the lack of the product to customerservice@gardenia.dk . We will help you as soon as possible and give you further instructions.
If, following our instructions, you need to return the item to us, please complete our return slip and state what the problem is. If your complaint is justified, we will refund your reasonable shipping costs. If this is not the case, you yourself are responsible for all shipping costs during the process, including our shipping costs for returning the item after processing your case.
Please note that you are responsible for the item until we receive it. All items must be securely packed and we recommend that you keep the shipping receipt and tracking number.
