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Lysefjordsgade 8 · 2300 Copenhagen S
Frequently asked questions
Please read our FAQ before sending us a message.
For all EU countries, all prices are stated inclusive of VAT.
The STEINUM online shop accepts the following payments: Dankort, eDankort, MasterCard, Maestro, Visa, VisaElectron and JCB.
You will be charged at your account once your order has been shipped from the warehouse. We will never charge a higher amount than the one you have accepted at the checkout. The payment system at the STEINUM online shop is approved by PBS, and we do not ask for additional charges at payment.
Upon receiving your order we carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once the order has been accepted.
Order cancellations must be made by submitting an email to: firstname.lastname@example.org
If you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition within 14 days of receipt. We will issue a full refund (excluding delivery costs) on receipt, or exchange the item for a different size / colour if preferred. Please note:
The item(s) is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Please provide us with a tracking no. of the returned item(s).
The cost of returning the item to us is your responsibility. Please note that we do not accept parcels returned by cash on delivery (COD).
The parcel can take up to 7 working days to be returned to our address, unless sent via special delivery.
To return an item you need to write an email to: email@example.com. Please send the returned parcel to the following address and remember to state the address of the sender:
Lysefjordsgade 8, 1-1
2300 Copenhagen S
Please note to enclose a note in the returned parcel with the original order number, which can be found on your order confirmation.
The STEINUM brand will not accept returns for any non-faulty items that have been worn and/or tags removed. Upon receipt of an order, if any item has been received with no tags, customer should notify us (by phone or e-mail) on the same day if they wish to return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging. In the event of any failure to return any goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods. Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).
If the item you received is faulty or if the item is not what you originally ordered, please report so when writing an email to firstname.lastname@example.org, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.
Domestic shipping rates: Shipping within Denmark is free
European shipping rates: European shipping costs are € 10,-
International shipping rates: International shipping costs are € 20,-
Customers are responsible for paying any additional costs including but not limited to customs, duties, and taxes.
Once you have received your order confirmation, it may take up to 10 working days for the order to reach you, depending on your location. Please note that handmade goods are often produced to order, so delivery times can be up to 4 weeks. You are always welcome to contact us for further information.
Please remember that the postal office does not handle shipment on Saturdays. If by any circumstances your order will be out of stock, this will appear on your invoice. You will be charged by invoice and will thereby only be charged for the items you will receive.
Whilst we try and ensure that all details, descriptions and prices, which appear on this website are accurate, errors may occur. If we discover an error in the price of any goods, which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. Delivery costs will be charged in addition.