Return portal
📦 Returns
Return or exchange your order here by registering your return:
Have you already registered your return? Check the status of your return right HERE
🔁 Exchange
We offer FREE EXCHANGE if you want to exchange for a different size, color or completely different item. For exchanges, the return period is 30 days from receipt of the order.
If you want to exchange for an item that is more expensive than the original item, you simply have to pay the difference - You do this when you register your exchange on the link below.
We will already send the exchanged item to you when you have handed in the return package at the parcel shop - you will then receive the new item as soon as possible.
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🎁 Extended return policy on Christmas gifts:
We have extended our return policy on all orders purchased between 15/10 and 24/12. The return policy is now extended until 15/01/2026, when you can both return and exchange your order. (It is not necessary to note that the order is a Christmas gift)
Have you already registered your exchange? Check the status of your exchange right HERE
🔢 How to return (step by step)
- Create your return (or exchange) via our return portal: RETURN PORTAL
- Pack the item(s) in the packaging they were delivered in (or equivalent safe packaging)
- You will receive a 9-digit code by email, which must be written on the outside of the package (make sure to remove the original label with a marker or remove it from the package)
- The package must now be delivered to your local DAO parcel shop.
⚠️ Complaints
If you have experienced errors or defects in a product, you are welcome to make a complaint. You have a 2-year right of complaint on your product from ByStenholt.
All you have to do is register your complaint below. You will be asked to explain where the fault is and attach pictures of the fault. We will then assess your request within 5 business days.
❌📦 Have you received the wrong item?
If you have received an incorrect item (either the wrong size, color or the entire item), please send us an email at kundeservice@bystenholt.dk - We will help you further so that you can receive the correct item as soon as possible.
Return conditions - Read this before returning
We will not take your package back if:
1. The goods do not appear as new
2. The return period of 30 days has been exceeded
3. The goods are not properly packed.
4. The goods have been perfumed, made-up, exposed to the smell of smoke.
5. Hangtags or tags have been removed/damaged.
Find further information about returns here:
How much does a return cost?
Returns cost DKK 39, which will be deducted from your refund amount.
In the case of an exchange, we pay for the return costs.
Exchange
If you want an exchange, just write on the return slip which item you want the exchange for.
I don't have a printer...
You don't have to either. You get a 9-digit code, which you simply write on the package and hand it in to the parcel shop.
You can also simply write the information from the return slip on a piece of paper and enclose it in the return package.
Complaint
If you have a product with a manufacturing defect or want to advertise a product, you must send an email with pictures to kundeservice@bystenholt.dk
I don't want to use your return portal - What do I do?
If you wish to return an item without using our returns portal, please note that we will not cover the costs if it is lost in transit and we cannot track it without a tracking number. However, you must still register your return here on our website.
Your return package, which is sent without us, must be sent to:
ByStenholt ApS
Oak Street 24A
8600 Silkeborg
E-mail: kundeservice@bystenholt.dk
In addition, the package must be sent directly to our address and may not be sent to a parcel shop - If your return package is sent to us for collection at a parcel shop, we will charge a collection fee of 49 kr.
When will I get the money back into my account?
We have a processing time of 10 working days from the time we receive your return package until it has been processed by us.
When we have processed your order, you will receive a new email about your refund, where it can take up to 1-3 banking days before your money is visible in your account.