Frequently asked questions

We work hard in our warehouse to get your items dispatched as quickly as possible! Our goal is always to dispatch orders within 24 hours of receiving them, and our e-mark statistics confirm that 100% of our orders are dispatched within 48 hours.

Once GLS or DAO has collected your parcel from us, you will typically receive it the following day. This applies to both parcel shop delivery and home delivery.

In a hurry? We recommend choosing GLS at checkout, as they are often the safest choice for lightning-fast delivery.

Absolutely. We are constantly working to expand our store, so you can find everything you need for an organic everyday lifestyle all in one place.

But above all, we want to stock the products that you are looking for. If you have been searching in vain for a specific brand or product, please do not hesitate to contact us. Many of our best products have actually been added to our range because a customer asked for them.

Feel free to send us your idea using the contact form at the bottom of this page – we are always listening!

We love treating our customers to great offers and promotions, but you may find that your discount code does not apply to our entire product range.

Unfortunately, we have certain brands and products in our range where our profit margin is very low, either because we are trying to maintain a generally competitive price or because the supplier's margins are too tight. Unfortunately, we cannot offer additional discounts on these products, as it would not be financially viable for us. Therefore, these specific products are set not to qualify for discounts, even if you have a valid code.

We always strive to inform you about any exclusions. In most cases, you will be able to see which brands or categories are excluded in the "small print" provided alongside the place where you found or received the discount code.

We hope for your understanding that, for selected products, we prioritise a consistently low price for everyone rather than higher prices that can later be discounted.

We do everything we can to keep our shelves stocked, but sometimes things move fast!
Fortunately, you do not need to check the shop every day if your favourite item is out of stock. On the product page, simply click "Notify me when this item is back in stock", enter your email address, and click "Sign me up".

We will then automatically send you an email as soon as the item arrives back in stock. This is simply a service, with no obligation, and you will only receive an email when the item is actually available to purchase again. You will not be subscribed to our newsletter or customer club by using this feature.

Would you like to know when we expect the item to be back in stock? Please contact us using the contact form, and we will check the expected delivery time with our supplier and get back to you as soon as possible.

As soon as your order has been completed, our system automatically sends an order confirmation to your email address. Have you not received it within a few minutes? Start by checking your spam folder – sometimes the email may end up there.

Is it not in your spam folder either? Then it may be that a small typo was made during checkout and an incorrect letter was entered in your email address.

In that case, simply contact us – preferably by phone so we can correct the error quickly. We can easily find your order in our system using your phone number or name, confirm that everything has been received correctly, and send the order confirmation to the correct email address.

You can call us on +45 81 40 66 63 on weekdays from 8:00–13:00 and 13:30–15:00.

You are welcome to try calling outside the above phone hours – sometimes we answer anyway.

Yes, generally you can. We are happy to help make sure you receive exactly what you need. However, this requires that your order has not yet been packed in our warehouse. As we process orders quickly, timing is crucial. We therefore recommend contacting us as soon as possible – preferably by phone for the fastest response, or by email.

When you contact us, we need:

1. Your order number.
2. Precise information about what you would like to change or add.

This is how changes are handled:

• If you want to remove an item: We manually update your order and reduce the amount accordingly. We never charge you for removed items. Instead, we notify your bank to release the reserved amount on your account. Please note: Depending on your bank and the payment method used, it may take a few banking days before the money is visible in your account again. If you have questions about the release of the funds, we recommend contacting your bank.
• If you want to add an item: We create a separate "additional order" for the new items. You will then receive an email with an order confirmation and another email containing a secure payment link. As soon as you have paid using the link, we will make sure the two orders are packed together so you receive everything in one shipment.

Please note: As changes require us to remove the order from the automated process and handle it manually, there may be a slight delay in dispatch compared with our normal delivery time.

Yes. If you have changed your mind about your purchase, we can cancel your order as long as it has not yet been sent for packing in our warehouse.

As we work quickly to get parcels dispatched, we recommend contacting us immediately by phone or email.

What happens when an order is cancelled?
Once we have confirmed that we were able to stop the order in time, we delete it from our system.

As we only charge your payment when the item is dispatched, there is typically only an authorisation hold on your card. When we cancel the order, we notify your bank to release this hold. In other words, the money is not "refunded" in the traditional sense but simply released back to your account. Depending on your bank and the payment card used, it may take a few banking days before the amount is visible in your balance again.

If your order has already been packed, unfortunately we may not be able to stop it, but you will of course still have the option to exercise your right of withdrawal once you receive the parcel.

We never charge you until we have packed and dispatched your order from our warehouse.

When you complete your purchase on the website, your bank initially only places an authorisation hold on the amount on your card. This means the money is "set aside", but it is not transferred to us until your parcel is on its way to you.

If we – contrary to expectations – have to cancel your order or remove an item, the money will not be charged and the authorisation hold will be released (see the section on cancellations).

When we cancel an order, we notify your bank to release the reserved amount on your account. However, depending on your bank and the payment method used, it may take a few banking days before the money is visible in your account again. If you have questions about the release of the funds or when you can expect the money to be visible in your account again, we recommend contacting your bank.

Yes. If you are purchasing on behalf of a public institution or organisation, we are happy to accept payment via an EAN number.

However, there are a few things you should be aware of when using this payment method:
Public organisations can freely use EAN payment at checkout. Please note that we have a minimum order value of DKK 200 for orders paid using EAN.

At present, we cannot offer EAN payment to private companies. Instead, we offer invoice payment in advance. If a private company places an order using its EAN number as payment, we will automatically send an invoice to the email address provided. As soon as we have registered payment of the invoice, we will pack and dispatch the order. Please therefore note that the delivery time depends on how quickly payment is completed.

If a product is missing from your order, we sincerely apologise. Although we take great care, unfortunately human errors can occur in the warehouse and an item may be missed.

If an item is missing, please use our claims form so we can send the missing item as quickly as possible or refund the amount.

Here's what to do:

1. Go to our returns portal.
2. Select "I have only received part of my order".
3. Complete the fields and click submit.

Once we have received your form, we will investigate the matter immediately and get back to you with a solution.

Please note: Do not simply throw away the packaging from your order if a product is missing. Sometimes items can be hidden among our paper and cardboard filling, so please check once more to make sure the missing item is not hiding somewhere in the packaging material.

It can be frustrating to have to collect your parcel somewhere other than planned. When this happens, it is due to a decision made by the carrier (for example, GLS or DAO) at the time of delivery.

Unfortunately, as an online shop, we have no influence over this redirection, as carriers reserve the right to deliver to the nearest available collection point if the selected location is unavailable.

The most common reasons for redirection are:

• Lack of space: This is the most common reason. If the selected parcel shop or parcel locker is full, the driver will take the parcel to the nearest available location to avoid returning it to the terminal. This is especially common during busy periods such as Black Friday and Christmas.
• The parcel shop is closed or no longer operating: If the store is closed for holidays, has changed its opening hours, or has ended its partnership with the carrier, the parcel is automatically redirected.
• Parcel size: Some smaller parcel shops, such as kiosks, have limited storage space and may be unable to accept very large or heavy parcels. In these cases, the parcel is delivered to a location that can handle it.
• Operational disruptions: In rare cases, parcel locker breakdowns, traffic conditions, or illness may require the driver to use an alternative delivery location.

You will always be able to see where your parcel has ended up via the tracking link you received by email or SMS.

Our normal delivery time is 1–2 business days from placing your order. If you have not received your order after 3 days, we recommend contacting us through our returns and claims portal. Select "I have not received my order", enter your details, and submit the form to us.

As soon as possible after receiving your enquiry, we will contact the carrier and try to locate your parcel. If the parcel appears to be missing, a search for the parcel will be initiated. GLS and DAO have 10 business days to locate the parcel. If they are unable to do so, the parcel will be declared lost, after which we can send a replacement parcel.

If you have any questions, you are very welcome to contact us using the contact form below.

Changed your mind about your purchase? That's completely fine. We have made it easy to return your order through our returns portal.

Here's what to do:

1. Create a return: Go to our returns portal and enter your email address and order number.
2. Select items: Mark the items you want to return.
3. Enter a reason: Feel free to add a comment explaining why you are returning the items. We appreciate the feedback.
4. Get a label: You will then be redirected to our returns portal with Shipmondo, where you can order a return label through our GLS agreement at our rates. You are also welcome to return the items using another carrier, but in that case we will not be able to assist with the shipping.
5. Pack securely: Pack the item securely to ensure it reaches us in the same condition in which you received it. Please feel free to reuse the box we sent your items in. 
   Important packing tip: To protect the environment – and ensure your parcel arrives safely – we recommend reusing the cardboard box in which you received your items, so you can be sure your parcel is packed securely. Read more about returns.
6. Send: Drop off the parcel at your nearest parcel shop.

Yes, there are certain items for which the right of withdrawal does not apply. These mainly concern products where hygiene or the nature of the product is a decisive factor.

You cannot withdraw from the purchase of:

• Hygiene and food products with broken seals
  If you break the packaging or seal on products such as food, health products, and cosmetics, you lose your right of withdrawal for health protection and hygiene reasons.
• Custom-made products
  Products made specifically to your measurements or given a clearly personalised touch.
• Donations
  Donations to "Plant a Tree" are excluded from the right of withdrawal and cannot be refunded.

What if I have tried the product? For all other products, you may inspect them in the same way you would in a physical store. If you actually use the product in a way that reduces its resale value (or throw away the original packaging), you can still withdraw from the purchase – but we will deduct the reduction in value from the amount refunded to you.

You can read all the details in our terms and conditions under the section "Right of Withdrawal".

Generally, our warehouse and office in Fårvang are not set up to receive visitors, as we do not have a physical store or reception.

However, we are always happy to talk. If you live nearby and would like to save on return shipping, we will be happy to try to find a solution. This does require a prior arrangement, so call us on +45 81 40 66 63 and we can see if we can find a suitable time.

When exercising your right of withdrawal, you are responsible for paying the return shipping costs.

We have made it easy for you through our returns portal. In the returns portal, select "I would like to return". Here you can create a return case and submit it to us. Once you submit the return form, you will be redirected to our shipping partner Shipmondo, where you can purchase a return label through our agreement with GLS. It costs DKK 49.

You are also welcome to purchase a return label directly from a carrier yourself.

When you submit a return form to us through our returns portal, you will be redirected to our shipping partner Shipmondo, where you can purchase a return label through our agreement with GLS. It costs DKK 49.

Would you prefer to arrange the shipping yourself?
You are also welcome to purchase a return label directly from a carrier. If you do, however, please note the following:

• The parcel must be sent with direct delivery to our address. We do not collect parcels from parcel shops.
• You are responsible for the parcel until we have received it.

You always have a 14-day right of withdrawal from the day you receive your parcel.

The fastest way to exchange an item
As we are an online shop, we do not carry out direct exchanges (for example, from size M to L) when we receive your return parcel. Instead, we refund the amount for the items you return.

If you would like a different item, colour, or size, we therefore recommend the following:

1. Place a new order for the item you want straight away. This ensures it does not sell out and that you receive it quickly.
2. Return the unwanted item to us through our returns portal. As soon as we receive it, we will refund the amount to your payment card*.

This way, you avoid waiting during the "exchange process".

*Remember to notify us of the return no later than 14 days after receiving the product, and to send the product back no later than 14 days after that, in order to meet the return deadline. If you are unsure about your return options, you can read our detailed description in our terms and conditions.

If you have a product you wish to make a complaint about, please use our claims form so we can assess the matter as quickly as possible and, if necessary, send you a replacement item.

Here's what to do:

1. Go to our returns portal.
2. Select "My item is defective".
3. Enter your order number and the email address used for the order.
4. Complete the fields, attach photos, describe the defect, and click submit.

Once we have received your form, we will investigate the matter immediately and get back to you with a solution.

It is very unfortunate to receive a damaged parcel, but if this happens, it is important that you act quickly and correctly so we can help you.

Important: NEVER throw away the packaging! You must keep the box, packing materials, and the product's packaging until the case has been fully resolved. Without the packaging, we cannot process a compensation claim.

Here's what to do – step by step:

1. Do not use the product.
2. Take photos (before fully unpacking or throwing anything away):
   1. Photos of all exterior sides of the parcel.
   2. A clear photo of the shipping label (it must be readable).
   3. Photos of the actual damage to the product.
   4. Photos of the contents as they were placed inside the box (internal packaging).
3. Go to our returns portal.
4. Select "My parcel has been damaged during shipping".
5. Enter your order number and the email address used for the order.
6. Complete the fields, attach photos, describe the damage to the product, and click submit (preferably within 24 hours of receiving the parcel).

Please note: If the parcel was sent with GLS or DAO, you must also report the damage directly to them through their website. Contact us and we will guide you.