DELIVERY
WHAT IS THE DELIVERY TIME?
We aim to deliver your order within 1–3 business days after the order has been placed. For orders including printed or customized items, the normal delivery time is 6–8 business days.
During periods of high activity such as sales, product launches, Black Friday, Cyber Monday, and Christmas, delivery times may be extended.
Please note that delivery and processing times may also be affected during public holidays and holiday periods including Easter, May 1st, Ascension Day, Constitution Day, Pentecost, Christmas, New Year, and the summer holiday period.
If you are unsure about the status of your delivery, please use the tracking link provided in your order confirmation email to follow your parcel and see the latest delivery updates.
SHIPPING COSTS
Shipping is free on all orders.
WHO DELIVERS MY ORDER?
You select the delivery method during checkout.
Once your order has been dispatched, you will receive a notification by SMS and email confirming that your parcel is on its way.
If you are not home at the time of delivery, your parcel may be redirected to the nearest pickup point or post office.
If DAO Home is selected as the delivery method, parcels exceeding 3 kg may instead be delivered to the nearest DAO pickup location.
NOT SURE IF YOUR ORDER WAS COMPLETED?
After placing an order, you will receive an order confirmation email confirming that we have received your order.
If you do not see the email in your inbox, please check your spam or junk folder.
If you reached the “Thank you for your purchase” page after checkout, your order has been successfully registered and will be processed by our warehouse as soon as possible.
ORDER CANCELLATIONS
We reserve the right to cancel an order if one of the following situations occurs:
The item is out of stock
Your billing information is incorrect or cannot be verified
You are under 16 years of age, or below the legal age required to enter into an agreement under applicable law
There was a pricing error on the website
We are unable to deliver to the provided address
If your order is cancelled, you will receive a notification by email. When you receive an email with shipping information, your purchase has been fully confirmed.
WHERE IS MY PARCEL?
Once your order has been shipped from our warehouse, you will receive an email with your invoice and a tracking link.
Through this link, you can follow the journey of your parcel via our shipping partner.
If your tracking link does not work immediately, please note that it may take up to 24 hours before tracking information becomes visible, even though the parcel has already been shipped.
WHERE DO WE DELIVER?
We deliver to all addresses and parcel shops in Denmark, excluding Greenland and the Faroe Islands.
RETURNS
RETURN PERIOD
You have 14 days to return your order when shopping on our website.
The return period begins on the day you receive your item. If the deadline falls on a public holiday, Saturday, Christmas Eve, or New Year’s Eve, the deadline will be extended to the following business day.
HOW TO RETURN AN ORDER
1. CONTACT CUSTOMER SERVICE
If you wish to return an item, please contact our customer service at:
E-MAIL:
info@libertine-libertine.com
OR BY PHONE:
+45 88 70 49 50
MONDAY – FRIDAY:
09:00 – 15:00
and include your order number in the email.
*Items with personal customization cannot be returned.
2. PREPARE YOUR RETURN
Carefully repack the item and attach the return label provided by customer service to the outside of the parcel. Make sure the label is clearly visible and that addresses and barcodes are not covered.
If you are returning multiple orders, they must be sent separately using the correct return label for each order. Otherwise, we may not be able to process the refund.
3. SEND THE PARCEL
Drop off the parcel at your nearest post office or parcel shop.
Please remember to keep your receipt as proof of shipment. Without a receipt, we are unfortunately unable to compensate for lost return parcels.
IMPORTANT INFORMATION
Items purchased through our online store cannot be returned in physical retail stores.
Similarly, items purchased in physical stores must be returned or exchanged in-store.
A return fee of 29 DKK will be deducted from your refund when returning an order or parts of an order.
EXCHANGES
We do not offer direct exchanges.
Instead, you can return your item for a refund and place a new order for the desired product.
Items purchased on sale or with a discount code can only be reordered at the same price if the promotion is still active at the time of the new order.
REFUNDS
Once your return has been received and processed at our warehouse, your refund will be issued as soon as possible.
Please allow up to 14 days from the time you ship your return for the refund to be completed.
You will receive a confirmation email once your return has been processed.
Refunds are always issued to the original payment method used for the purchase. Please note that PayPal and Mastercard refunds may take longer to process.
CONDITION OF RETURNED ITEMS
We may reduce or reject your refund if the item has decreased in value due to:
The item being used beyond normal inspection
The presence of external odors such as perfume or smoke
Damage occurring while the item was in your possession
Handling beyond what is necessary to establish the nature, characteristics, and function of the item
Missing or significantly damaged packaging affecting the value of the product
CLAIMS (DEFECTIVE ITEMS)
Under Danish consumer law, you have a 2-year right to make a claim for defective products.
If you believe your item is defective, please contact us at info@libertine-libertine.com and include your order number, a description of the issue, and photos showing the defect.
WRONG ITEM RECEIVED
If you received the wrong item or size, please contact customer service and return the product.
We will refund the order, after which you can place a new order with the correct item.
In these cases, return shipping is free of charge.
COMPLAINTS
If you wish to file a complaint regarding a purchase, please contact our customer service at:
E-MAIL:
info@libertine-libertine.com
OR BY PHONE:
+45 88 70 49 50
MONDAY – FRIDAY:
09:00 – 15:00
If we cannot resolve the issue together, you may submit a complaint to:
The Danish Consumer Complaints Board
Competition and Consumer Authority
Carl Jacobsens Vej 35
2500 Valby
Denmark
You may also use the European Commission Online Dispute Resolution platform:
https://webgate.ec.europa.eu/odr/