RETURNS & EXCHANGES
Everything you need to know about returns, exchanges and complaints
REFUNDING
We offer a 30-day return policy. Returns cost DKK 39 and will be deducted from the refund amount. Refunds take 10-14 business days.
EXCHANGE
Free exchange for another item or a gift card. Your new item will be shipped as soon as you drop off your return package.
RECEIVED A GIFT?
Use the email address and order number of the person who placed the order. For exchanges, you can change the contact information in the returns portal.
SÅDAN RETURNERER DU:
Opret retur eller ombytning via vores returportal
Modtag din 9-cifrede kode på mail
Pak varen forsvarligt ind og skriv koden tydeligt uden på pakken
Aflevér pakken i din nærmeste DAO pakkeshop
COMPLAINT
Have you experienced defects or deficiencies in a product? We will arrange for replacement or refund.
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.
What are the conditions for returns?
We will not accept your return if:
1. The items do not appear as new
2. The 30-day return period has been exceeded
3. The items are not properly packaged.
4. The items have been exposed to perfume, makeup, or smoke odor.
5. Hangtags or labels have been removed/damaged.
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.
How do I return a gift?
If you have received an item as a gift, you must use the email address and order number of the person who placed the order. If you wish to exchange the item, you can change the contact information in the return portal. Any refunds will always be returned to the original payment method.
If you have received an item as a gift, you are always welcome to contact us if the return deadline has passed.
💌 STILL HAVE QUESTIONS?
Visit our help page, where you'll find answers to frequently asked questions and the option to contact us. We're ready to assist you.